Refund and Cancellation Policy
Sleep Restoration Programme and Block Bookings
Cancelling and refunds
You can cancel within 30 days of buying the programme or a block of sessions. In the first 14 days this is your legal right to cancel, and the 14 days start the day after we receive your payment.
What we refund depends on how long ago you purchased the service:
Within 30 days of purchase: we refund the price you paid minus an equal share for each session you've had. For the programme or a block of four, each session is a quarter of the price; for a block of eight, it's an eighth. For example, if you've had one session of the programme, we keep a quarter and refund the other three quarters.
After 30 days: no refund will be payable.
To cancel, email support@eunoiahealth.uk. We'll confirm we've received your request and pay any refund within 14 days, to the card or account you paid with. There's no fee.
We only start your sessions within the first 14 days if you ask us to. You make that request by ticking the Cancellation & Refund Policy box on your intake form. By ticking it, you confirm that you want your sessions to start straight away, that you'll pay for any sessions you've had if you cancel, and that you lose your right to cancel once everything you've paid for has been delivered.
Using your sessions
You book your session times through the scheduling link we email to you. Please use the four sessions in the Sleep Restoration Programme within 10 weeks of your first session, and the sessions in a block within 3 months of the day you pay. If you need longer, for example because you're unwell, your clinician can extend this. Sessions you haven't used by the end of that time lapse.
Moving a session
Email support@eunoiahealth.uk at least 48 hours before your session and we'll work with you to reschedule to another suitable date. You can move each session up to twice.
With less than 48 hours' notice, or if you move the same session more than twice, the session counts as used and you pay for it in full. The time was reserved for you and we can't offer it to anyone else.
Moving a session never affects your right to cancel within 14 days. A session you move at short notice only counts as used once your 14 days are over.
If we end your sessions or can't deliver one
If your clinician ends your sessions or decides your programme or block isn't right for you, we'll refund the sessions you haven't had, or you can switch to standard sessions. If we can't deliver a session and can't offer a time that suits you, we'll rearrange it or refund it, whichever you prefer.
All other products
This section covers:
Initial assessments
Single sessions, online and in person
Student-rate sessions
The Mental Health MOT
Cancelling and refunds
Within 14 days of booking: full refund for all unused sessions. The 14 days start the day after we receive your payment.
After 14 days: no refund will be payable.
To cancel, email support@eunoiahealth.uk. We'll confirm we've received your request and pay your refund within 14 days, to the card or account you paid with. There's no fee.
We only start your sessions within the first 14 days if you ask us to. You make that request by ticking the Cancellation & Refund Policy box on your intake form. By ticking it, you confirm that you want your session to start straight away, that you'll pay for any session you've had if you cancel, and that you lose your right to cancel once everything you've paid for has been delivered.
Moving a session
Email support@eunoiahealth.uk at least 48 hours before your session and we'll move it. You can move each session up to twice.
With less than 48 hours' notice, or if you move the same session more than twice, the session counts as used and you pay for it in full. The time was reserved for you and we can't offer it to anyone else.
Moving a session never affects your right to cancel within 14 days. A session you move at short notice only counts as used once your 14 days are over.
If we end your sessions or can't deliver one
If your clinician ends your sessions or decides they aren't right for you, we'll refund the sessions you haven't had, or you can switch to standard sessions. If we can't deliver a session and can't offer a time that suits you, we'll rearrange it or refund it, whichever you prefer.
Organisations
If your organisation books with us through an Order Form, the cancellation terms in that Order Form apply instead of this policy.
Your legal rights
None of this affects your legal rights as a consumer. If you're unhappy with any part of your care or booking, tell us at support@eunoiahealth.uk.
Contact
Eunoia Health Ltd, registered in England and Wales, company number 17049715.
Email: support@eunoiahealth.uk
Telephone: 0330 122 9596
Website: eunoiahealth.uk