Appointment & cancellation policy

There is a very significant demand for appointments at EBTC and many people have to wait to see a therapist. We endeavour to see people as quickly as possible and one of the ways we minimise waiting times is to reduce the number of unused appointments.


In addition, the research evidence tells us that positive therapeutic outcomes are associated with regular and consistent attendance for the duration of therapy.


The following policies are designed with this in mind.


Arranging your appointments

Following your assessment, your therapist will discuss your treatment plan with you. You will have a regular therapy appointment every week or every other week.



We value your time and endeavour to start and finish sessions on time, unless there is an emergency. In order to get the most from your appointment, please arrive a couple of minutes before your appointment is due to start so that we can get started on time. We are unable to extend appointments if you attend late as another client may be waiting.


Payment for your appointments

Payments for appointments are to be made immediately after the appointment.   If you are unable to pay for your appointment for any reason, your slot for the following week will be held for you for two days. If you have not paid within this time, your appointment slot will be allocated to another client.


Cancellation policy

As you will be given a protected time slot, it means your therapist cannot offer this appointment to anyone else. We would ask you to ensure that you keep you therapist informed of any upcoming holidays or other commitments you are aware of so that your appointment slot can be allocated appropriately.


If you cancel your appointment with more than 24 hours notice, there will be no charge. If you are regularly cancelling your allocated appointment, your therapist will discuss this with you and therapy may be placed on hold until you can commit to regular therapy sessions.


If you cancel your appointment with less than 24 hours notice, you will have to pay in advance for your next appointment. This payment is non-refundable and non-transferable.


If you do not give us notice that you will not be attending your scheduled appointment or cancel within an hour of your scheduled appointment, you will be charged in full for the appointment. There are no exceptions to this. This is because without adequate notice, your therapist is unable to use the time allocated to your appointment.



We provide a completely confidential service to our clients. We will not speak to anyone about any aspect of your care without having discussed and agreed this with your beforehand. The only time we would breach confidentiality is if we believed you to be at risk to yourself or others. In this instance, we would discuss our concerns and plan of action with you before speaking to a third party.



We are committed to proving a reliable, efficient and effective service at all times. We will be asking you for regular feedback to ensure this is happening. If you are unhappy with any aspect of your care, please let your therapist know as soon as possible and we will work with you to resolve the issue.