If you have booked an in-person appointment, your appointment will be held at our clinic at 39 Church Road, London, SW19 5DQ. If you have booked an online appointment, you will be sent a link to join your session one hour before it is due to start.

Yes, many of our services can be delivered online. If you have booked an online appointment, you will be sent a link to join your session one hour before it is due to start. If you have not received the link please email or call our reception and they will be able to help. We use our clinic management software for our online video consultations. The connection is encrypted (secure) and peer to peer (i.e. only between yourself and your clinician). Up to three participants can join a video consultation, four with the clinician. However the link is only sent to whoever booked the session so if you want a family member to join remotely you will need to forward them the link.   

You can cancel your appointment by clicking on the link you have been sent in your automated booking confirmation email. Of course you can always call the clinic to cancel appointments, but our inbox is not monitored out of hours for appointment cancellations so it is always best to use the link. If you have paid for the appointment then you can get in touch with us to book again or get a refund. 

Please note that as per our terms & conditions, missed or cancelled appointments will be charged for in full unless you give us more than us more than 24 hours' notice. If you give us between 24 and 48 hours' notice you will be charged 50% of the fees due.

All our fees are clearly listed on our website on the fees page. If you cannot see the price for a service you are interested in please let us know.  Please note that appointments must be paid in full before you attend. 

At present, as a clinic we are not registered with any of the private medical insurance companies. All our appointments need to be paid in full before you attend. Many of our clients claim back some or all of our fees from their insurance providers but this is with prior agreement with them and at their discretion. We are happy to support any application with invoices, payment receipts or other letters. 

We require full payment in advance to confirm your appointment with us. Should we not receive payment, we reserve the right to cancel your appointment to enable clinicians to see another client in that time.

You can pay for appointments by clicking on the payment link on the invoice for your appointment. We use a payment platform called Stripe and you will be sent a receipt of payment once it has been processed. You can also call the clinic and pay over the phone, again using the payment platform Stripe. If you prefer to pay by bank transfer our details are included on the invoice. Please note that the payment must have cleared prior to your appointment. Should we not receive payment, we reserve the right to cancel your appointment to enable clinicians to see another client in that time. 

If you would like to have your card details saved on file we will automatically take payment a few days before your appointment. Please call our reception to have your card details saved securely on our clinic management software. 

If you cancel your appointment with more than 48 hours notice you will be refunded in full, or you can use that payment towards a future appointment. If you miss or cancel your appointment with less than 24 hours notice you will be charged in full. If you give us between 24 and 48 hours' notice you will be charged 50% of the fees due.

All children under the age of 14 will need to be accompanied to their appointment by a parent/guardian, who must remain on site for the duration of the appointments. Children between the ages of 14 and 18 can attend appointments alone, subject to the parent or guardian signing a disclaimer. 

Please note that being seen at a certain time for an initial session does not guarantee that this slot will be available on an ongoing basis.

Slots are offered once you confirm you would like to be seen regularly, and when we have your card details on file.

Slots can be kept for a maximum of 2 weeks in your absence, and as long as you have given notice will not be charged. After this they may need to be reallocated.

If you have a regular appointment slot with a clinician you can take a break for up to two weeks. We will keep your slot for you. If you are absent for a period longer than two weeks we may have to offer your appointment slot to someone else.

Some of our clinicians offer discounted sessions if booked in blocks of ten.

The sessions must be used within a year of purchase and can be used with one clinician.

If you decide to stop therapy before having used all ten sessions, the sessions taken will be charged at full price and you will be refunded any remaining balance.

If you have concerns about our work please tell your clinician or a member of management as soon as possible so we can quickly understand your concerns and put things right. If you are not happy with the response you can find out more about our complaints process here.