Refund Policy

Refund / Cancellation Policy

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This Refund / Cancellation Policy explains how cancellations, rescheduling and refunds work for services booked through kirstylgibbons.com. By booking a service, you agree to this policy alongside our Terms & Conditions.

1. Bookings covered by this policy
   This policy applies to services booked and paid for through our website, including phone/Zoom sessions for families and carers, Zoom support for paid carers and staff, and any other sessions offered via our online booking system.

For organisational day rates, training, or speaking engagements booked by invoice or separate agreement, cancellation terms may differ (for example, longer notice periods) and will be confirmed in writing.

1. How to cancel or reschedule (48-hour notice)
   If you need to reschedule or cancel a booked session, you must give at least 48 hours’ notice before the scheduled start time.

Notice must be given by email to info@kirstygibbons.co.uk (or via the booking system where available). The cancellation time is the time we receive your message.

Rescheduling is subject to availability. Unless we agree otherwise, bookings may be rescheduled once. If a second reschedule is requested, it will be treated as a cancellation.

If you give 48 hours’ notice or more, you may reschedule your session to another available date/time. If you prefer to cancel, you may request a refund.

1. Cancellations within 48 hours
   If you cancel within 48 hours of the scheduled start time, we do not offer a refund.

Where possible, and at our discretion, we may allow you to reschedule once to a new date/time.

1. Late arrival and no-shows (10-minute rule)
   If you are more than 10 minutes late to a session without prior agreement, the session will be treated as a no-show and will not be refunded.

If you arrive late but within 10 minutes, we will do our best to proceed, but the session will still end at the original scheduled end time.

1. Technical issues
   If a session cannot go ahead due to technical problems outside your control (for example, a platform outage), we will try to continue by phone or reschedule the session.

If the issue is on your side (for example, internet/device problems), we will make reasonable efforts to continue, but we may need to end the session at the scheduled time. In these circumstances, refunds are not guaranteed, but we may offer a reschedule at our discretion.

1. Illness and emergencies
   If you are unwell or have an emergency, please contact us as soon as possible. We understand life happens. Refunds within 48 hours are not offered, but we may allow one reschedule at our discretion.

2. If we need to cancel or reschedule
   If we need to cancel a session, we will offer you the choice of:

• rescheduling to another available date/time, or

• a full refund.

1. Refunds after a session has taken place
   We do not offer refunds for sessions that have already taken place.

2. How refunds are processed
   Approved refunds are normally returned to the original payment method. Please allow a reasonable amount of time for the refund to appear, depending on your bank/payment provider.

If a payment is reversed through a chargeback or payment dispute, we reserve the right to suspend future bookings until the matter is resolved.

1. Contact
   If you need to cancel, reschedule, or have a question about this policy, please contact: info@kirstygibbons.co.uk