24-Hour Cancellation Policy
At The Therapy Project, we understand that life can be unpredictable. However, because your appointment time is reserved just for you, late cancellations or missed sessions can impact both our team and other clients who are waiting for support. Our 24-hour cancellation policy helps ensure fairness and allows us to offer that time to someone else in need. Please take a moment to read the details below so you’re aware of how cancellations are handled and what to expect if you're unable to attend your session.
24 Hours Notice Required: Please cancel or reschedule appointments at least 24 hours before your scheduled session time. This advance notice allows us to offer the slot to other clients and avoid unnecessary charges.
Late Cancellation Consequences: If you cancel with less than 24 hours notice (or do not show up), private/self-paying clients will be charged the full session fee. For EAP or insurance-covered sessions, a late cancellation will count as one of your allotted sessions (you will forfeit that session from your coverage).
Applies to All Sessions: Our 24-hour cancellation policy applies to all appointment types – including in-person, telehealth/video, initial consultations, and follow-up sessions.
Limited Exceptions: Exceptions to this policy are rare. In truly urgent or emergency situations, the therapist may choose to waive the fee, but generally no exceptions are granted for late cancellations or no-shows.
How to Cancel: You can cancel or reschedule by using our secure client portal, or by sending us an email or text message. (We send a reminder email 48 hours before your session and a text message 24 hours before, to help you remember your appointment and make timely changes if needed.)
Email us at: Hello@thetherapyproject.co.nz
Call or text us at: 022 474 8048