Refund Policy

At Talk2Us – My Mental Mess, we strive to provide professional and compassionate services. We understand that sometimes plans change, and we aim to be fair and transparent with our refund and cancellation terms.

1. Therapy Sessions (Individual & Online)

Cancellations made more than 24 hours in advance of the scheduled session will receive a full refund or the option to reschedule at no cost.
Cancellations made less than 24 hours in advance are non-refundable, except in cases of emergency or exceptional circumstances (at our discretion).
No-shows (missed sessions without prior notice) are non-refundable.
If Talk2Us needs to cancel or reschedule a session, clients will be offered a full refund or the option to rebook at no extra charge.

2. Group Therapy

Cancellations made 48 hours or more before the group session will receive a full refund.
Cancellations within 48 hours may not be eligible for a refund, as spaces are limited.
If the group session is cancelled by Talk2Us, all participants will be refunded in full or offered a transfer to a future session.

3. Trauma and Mental Health Clean-Up Services

Cancellations made 48 hours in advance of a scheduled clean-up will receive a full refund.
Cancellations within 48 hours may incur a cancellation fee (typically to cover travel, staffing, or preparation costs).
Once the clean-up service has begun, refunds are not available unless the service is incomplete or unsatisfactory due to an error on our part.
In cases where the team deems a job unsafe or cannot proceed for reasons outside our control (e.g., undisclosed hazards), a partial refund may be issued at our discretion.

4. Biohazard Cleaning Services

Due to the specialised nature of biohazard work, a deposit may be required to secure the booking.
Deposits are refundable if cancelled 72 hours in advance.
No refunds will be issued once biohazard services have commenced, unless a service failure is identified.

5. How to Request a Refund

To request a refund, please contact us by email or phone with your name, service type, and appointment date. We aim to process eligible refunds within 5–10 business days.

Email: [Insert Contact Email]
Phone: [Insert Phone Number]

6. Exceptions

We understand that emergencies and unforeseen situations occur. We may consider exceptions to this policy on a case-by-case basis, particularly in cases of medical emergencies, bereavement, or serious distress.

If you have any questions about this policy or need support with a refund request, please contact us. Our goal is always to work with care, fairness, and understanding.