Terms & Conditions

Payment and cancellation policy

Relate Severn and Wye is a registered charity and a not-for-profit organisation. We rely on clients' contributions to provide our services - we receive no government funding. It is our normal practice to operate a strict pre-payment policy as we must still pay the costs of the counsellor, room hire and other fees if you do not attend.

How do I book my next session?

At the end of each session your counsellor will confirm your next appointment. Alternatively, our Admin Team might contact you to do this. You will be asked to make payment to secure your appointment. We have long waiting lists for our service, unfortunately this means that if payment has not been received by 48 hours before your appointment is due to take place, it may be withdrawn and offered to another client.

Making payment

An email will be sent to you with a link for you to make payment online. Alternatively, you can call our Admin Team on 01905 28051 and make payment by credit or debit card over the phone. If you have any problems or concerns about making payment, please speak to us.  Calling you repeatedly to obtain payment takes up valuable admin time and can make you feel badgered – we would wish to avoid this wherever possible.

Need to cancel your appointment?

A course of counselling requires regular attendance. We ask you only to cancel your scheduled appointment in exceptional circumstances. If you are unable to attend, we require 48 hours (two working days) notice. There is an answer-phone available to leave any messages. Please call 01905 28051 or send an email to us at: reception.severnandwye@relate.org.uk

It is important for clients to note that refunds cannot be given if an appointment is cancelled outside of the 48-hour timeframe.

Appointments can only be cancelled with our Admin Team and not with your Counsellor.

Admin desk opening hours

Monday – Thursday: 9am – 7pm
Friday: 9am – 6pm

There is an answer machine available if the line is busy. We pick up messages promptly so please leave a voicemail and we will call you back as soon as we can. Alternatively, you can email us at: reception.severnandwye@relate.org.uk thank you in advance for your kind compliance with our payment policy.