Cancellation, Reschedule and Refund Policy
This policy contains information for the
- Client-employee
- Client-employer
- Independent Client (without support from an employer)
Payment
- All payment must be made online prior to receiving Cappella Chaplaincy support services.
- The session booking(s) will not be confirmed until the payment is received by Cappella Chaplaincy.
- Multi-session packages are offered as agreed by the client-employer.
- All purchases expire 12 months from the date of purchase.
Cancellation, Reschedule and Refund
Cappella Chaplaincy will provide its clients with the best possible service to ensure client satisfaction. As a result, Cappella chaplaincy cancellation and refund policy ensures flexibility for all clients.
1. Single Sessions for Client-employees – Reschedule, Cancellation and Refund
If for any reason there is a need to cancel or reschedule an appointment you will need to provide us with at least 12 hours notice. Any cancellations with less than 12 hours notice are chargeable for the full session fee. Being unavailable for any session without informing Cappella Chaplaincy will also incur the full fee for the session you have booked.
The client-employee has the flexibility to:
- Reschedule their session
- Cancel the session
- Claim a refund on the cancelled session
a. Session Reschedule
- i. Reschedule Initiated by the Client-employee
Cappella Chaplaincy provides the client-employee with the flexibility to reschedule their sessions to alternative date. Any rescheduling request will be processed based on the time at which the client-employees makes the request to Cappella Chaplaincy to reschedule considering the scheduled time of the session. This is explained in the table below.
b. Session Cancellation and Refund
i. Cancellation by the client-employees
The client-employee can cancel the session and the client-employer can claim a refund as below:
The refund amount paid to the client-employer will be based on when the cancellation was initiated and is explained in the table below:
| Initiation of Session Cancellation | More than 12 hours of the scheduled session | Less than 12 hours of the scheduled session |
|---|---|---|
| Refund provided to the Client | 100% Refund | No Refund |
For sessions cancelled more than 12 hours of the scheduled time, at the time of cancellation, the client-employee and employer has three options:
- Book a new session at the time of the cancellation with any of our Chaplains
- Single purchase sessions: Receive a refund back to the client-employee’s original method of payment
- Multi-package sessions: Receive a refund which can be used within the 12-month period from the purchase date to book a session with the chaplain
All refunds will be processed within 5 working days. Please note that depending on the bank, it might take longer for the refund amount to get credited to your account.
ii. Cancellation by the Chaplain
If the session is cancelled by the Chaplain, the client-employee will receive a refund regardless of the time at which the cancellation was completed. This refund can be used within the validity period to:
- Book a session with any of our Chaplains
- Claim a refund
- Reschedule a session at a later date
iii. Session Delayed due to Technical Issues
Should a booked online session be delayed in starting or finishes before the agreed finish time due to an unexpected technical issue at the chaplain’s end, the client-employee and chaplain will agree to extend the session time by the minutes which have been lost.
If the session did not take place due to a technical fault, our chaplain will alert the Cappella Chaplaincy administrator who will email the client employer and/or the client employee to rebook their session. Or the client employee can email Cappella Chaplaincy on info@cappellachaplaincy.com for the session to be rearranged at a new date and time.
2. Multi-Session Packages – Reschedule and Cancellation
Multi-session packages, with support from Cappella Chaplaincy, provides the client-employer with the flexibility to:
- Reschedule sessions within the 12 month validity period
- Reinstate a coupon code for any client-employee
- Cancel the individual session for a specific client-employee
- No refunds will provided on multi-session packages as it is expected that chaplains will be able to provide support for any employee in need within a 12 month time frame.
If the session was purchased as a multi-session package, the employer-client can reuse the same coupon code to reschedule a new session for the same employee-client or new client-employee. Once the coupon code has been reinstated, the client will be able to rearrange a session with any of our Chaplains.
3. Independent Bookings – Reschedule, Cancellation and Refund
Independent 1:1 Bookings
An independent client is one who accesses Cappella Chaplaincy 1:1 sessions independently without the support of an employer. Should these sessions need to be cancelled, rescheduled or refunded, please adhere to points below.
If for any reason there is a need to cancel or reschedule an appointment you will need to provide us with at least 12 hours notice. Any cancellations with less than 12 hours notice are chargeable for the full session fee. Being unavailable for any session without informing Cappella Chaplaincy will also incur the full fee for the session you have booked.
The independent client has the flexibility to:
- Reschedule their session
- Cancel the session
- Claim a refund on the cancelled session
a. Session Reschedule
- i. Reschedule Initiated by the independent Client
Cappella Chaplaincy provides the client with the flexibility to reschedule their sessions to an alternative date. Any rescheduling request will be processed based on the time at which the client makes the request to Cappella Chaplaincy to reschedule considering the scheduled time of the session. This is explained in the table below.
b. Session Cancellation and Refund
i. Cancellation by the Client
The client can cancel the session to claim a refund as below:
The refund amount paid to the client will be based on when the cancellation was initiated and is explained in the table below:
| Initiation of Session Cancellation | More than 12 hours of the scheduled session | Less than 12 hours of the scheduled session |
|---|---|---|
| Refund provided to the Client | 100% Refund | No Refund |
For sessions cancelled more than 12 hours of the scheduled time, at the time of cancellation, the client and employer have three options:
- Book a new session at the time of the cancellation with any of our Chaplains
- Single purchase sessions: Receive a refund back to the client’s original method of payment
- Multi-package sessions: Receive a refund which can be used within the 12-month period from the purchase date to book a session with the chaplain
All refunds will be processed within 5 working days. Please note that depending on the bank, it might take longer for the refund amount to get credited to your account.
ii. Cancellation by the Chaplain
If the session is cancelled by the Chaplain, the client will receive a refund regardless of the time at which the cancellation was completed. This refund can be used within the validity period to:
- Book a session with any of our Chaplains
- Claim a refund
- Reschedule a session at a later date
iii. Session Delayed due to Technical Issues
Should a booked online session be delayed in starting or finishes before the agreed finish time due to an unexpected technical issue at the chaplain’s end, the client and chaplain will agree to extend the session time by the minutes which have been lost.
If the session did not take place due to a technical fault, our chaplain will alert the Cappella Chaplaincy administrator who will email the client to rebook their session. Or the client can email Cappella Chaplaincy on info@cappellachaplaincy.com for the session to be rearranged at a new date and time.
