Booking Policy
This Booking Policy outlines the terms governing appointment scheduling, payment, rescheduling, cancellations, and attendance at The Bridge Counselling Pte Ltd (the “Practice”, “we”, “us”, or “our”) by the client (“you” or “your”). The purpose of this policy is to ensure clarity, fairness, and consistency in the provision of services, and to support the smooth operation of the Practice.
1. Fees and Payment
Therapy services are provided on a fee-for-service basis. Full payment is required in advance to secure and confirm each appointment. A booking is only confirmed upon receipt of payment.
2. Appointment Scheduling
Appointments are scheduled in advance via the online booking system or by contacting us directly. Please ensure that your contact and billing details are accurate at the time of booking.
3. Punctuality and Session Duration
You are responsible for arriving on time. Sessions are of a fixed duration, and late arrival does not extend the scheduled session time. Sessions will conclude at the originally scheduled end time in order to accommodate subsequent appointments.
4. Rescheduling
A minimum of 24 hours' notice is required to reschedule an appointment. Where at least 24 hours' notice is provided, rescheduling may be completed via the online booking system at no additional charge.
Where less than 24 hours' notice is provided, the Practice reserves the right, at its sole discretion, to decline the rescheduling request or to accommodate it subject to an administrative fee of SGD 50. Where a rescheduling request is declined, the original appointment will be retained and you will be notified accordingly. If you do not attend the original appointment, the standard no-show and late cancellation terms will apply. Any applicable fee will be communicated prior to confirmation of the rescheduled appointment.
A maximum of one reschedule is permitted per appointment. A second reschedule request in respect of the same appointment will be treated as a cancellation, with no refund issued, regardless of the notice provided. This policy reflects the fact that each rescheduling removes an appointment slot that would otherwise be available to another client. The allowance of one reschedule per appointment is made in good faith, and the Practice asks that this be treated as a genuine concession rather than a routine option.
5. Cancellation
A minimum of 24 hours' notice is required to cancel an appointment. To cancel, please contact us.
Cancellations made with at least 24 hours' notice are eligible for a full refund of the session fee. Refunds are processed within 5-7 business days and returned via the original payment method.
Where less than 24 hours' notice is provided, the full session fee will be forfeited and no refund will be issued. Where possible, rescheduling is encouraged in place of cancellation.
6. No-Show
A no-show is defined as failure to attend a scheduled session without providing notice prior to the scheduled start time, or where notice is provided only after the session has commenced.
In the event of a no-show, the Practice may, but is not obliged to, make reasonable attempts to contact you. The full session fee will be forfeited and no refund will be issued.
7. Force Majeure
In the event that a session cannot proceed due to circumstances beyond the reasonable control of either party, including but not limited to natural disasters, public health emergencies, government-mandated restrictions, or unforeseen circumstances affecting the practitioner, the Practice will offer a full reschedule at no charge. Where rescheduling is not possible, a full refund will be issued.
8. Compassionate Circumstances
The Practice acknowledges that unforeseen personal circumstances may arise. In exceptional cases, such as a medical emergency or bereavement, the Practice may, at its sole discretion, waive or reduce applicable fees. Any such waiver is granted on a case-by-case basis, does not set a precedent, and does not constitute an amendment to this policy. Supporting documentation may be requested.
9. Amendments to This Policy
The Practice reserves the right to amend these terms at any time. The current version of this policy is available on our website. It is your responsibility to review the policy prior to making each appointment. Continued use of our services constitutes acceptance of the prevailing terms at the time of booking.
10. Acknowledgement
By proceeding with a booking, you confirm that you have read and understood this Booking Policy and agree to be bound by its terms.
