Cancellation / Rescheduling Policy Summary

Last Updated 3 November 2021

The following Cancellation / Rescheduling Policy Summary does not contain all of the Terms detailed within the Cancellation / Rescheduling Policy section of the Terms of Service, but is instead provided as a quick reference guide only in relation to how and by when a Cancel / Reschedule Appointment Notification must be sent to Focused Therapy London, where any Confirmed Appointment or Requested Appointment needs to be Cancelled or requested to be Rescheduled by, to ensure the Appointment Owner does not incur any Late Notification Cost.

Details of any Late Notification Cost which will become due from the Appointment Owner, where not already received by Focused Therapy London, where any Confirmed Appointment or Requested Appointment is not successfully Cancelled or requested to be Rescheduled sufficiently in advance of any Confirmed Appointment's scheduled Appointment Start Time; or, any Requested Appointment's earliest requested Appointment Start Time, have additionally been provided below for your ease of reference.

Cancelling or Rescheduling any Appointment

This Cancellation / Rescheduling Policy Summary applies to:

  • any Confirmed Appointment either the Appointment Owner and/or where relevant their designated Attendee has been sent an Appointment Confirmation Email and/or a Confirmed Appointment Notification in relation to by, or on the behalf of, Focused Therapy London in response to an Appointment Booking Request; and
  • any Requested Appointment either the Appointment Owner and/or where relevant their designated Attendee has made an Appointment Booking Request in relation to whilst either any Booking Information Reliability Period and/or any associated Extension agreed to by, or on the behalf of, the Booker still applies in relation to it, except where Focused Therapy London has already confirmed in writing that it will not be possible to schedule this Requested Appointment as a Confirmed Appointment based on the most up to date valid Booking Information that has been provided in relation to it; and, no further Booking Information has since been received by Focused Therapy London directly from, or on the behalf of, the Booker to Focused Therapy London in order to further accommodate the scheduling of the Requested Appointment as a Confirmed Appointment

Where any Special Arrangement applies to an Appointment

Where any Special Arrangement applies to any Confirmed Appointment or Requested Appointment, this may in some circumstances make additions to and/or variation of the Cancellation / Rescheduling Policy as detailed within the Terms of Service. Please ensure to check with the Appointment Owner the relevant Special Arrangement Terms that apply in relation to any Appointment where one applies before relying on the Standard Terms provided within the Cancellation / Rescheduling Policy; and, as summarised within this Cancellation / Rescheduling Policy Summary.

When to Cancel or request to Reschedule any Appointment

Should the Appointment Owner, or where relevant their designated Attendee, want or need to Cancel or Reschedule any Appointment as detailed under the Cancelling or Rescheduling any Appointment heading above, this must occur before the below Cancellation / Rescheduling Notification Period deadline in order to ensure the Appointment Owner does not incur any Late Notification Cost:

Cancellation / Rescheduling Notification Period:

27 Hours in advance of the Confirmed Appointment's scheduled Appointment Start Time; or, the Requested Appointment's earliest requested Appointment Start Time

A Cancel / Reschedule Appointment Notification must always be received by Focused Therapy London in advance of the relevant Cancellation / Rescheduling Notification Period deadline above to prevent the Appointment Owner incurring any Late Notification Cost in relation to any Confirmed Appointment or relevant Requested Appointment that needs to be Cancelled or Rescheduled, as where a Cancel / Reschedule Appointment Notification is not received by Focused Therapy London for any Confirmed Appointment or relevant Requested Appointment in advance of its associated Cancellation / Rescheduling Notification Period deadline, the Appointment Owner retains full responsibility for the payment of the relevant Late Notification Cost which becomes due to Focused Therapy London in relation to it, as detailed within the Late Notification Cost tables below:

Late Notification Cost in relation to a Confirmed Appointment

Treatment Room Cost only Cancel / Reschedule Appointment Notification received by Focused Therapy London between the following times: 24 - 27 Hours in advance of the Confirmed Appointment's scheduled Appointment Start Time
Full Appointment Cost Applies to all of the following:


  • Cancel / Reschedule Appointment Notification received by Focused Therapy London less than 24 Hours in advance of the Confirmed Appointment's scheduled Appointment Start Time; or
  • No Cancel / Reschedule Appointment Notification received by Focused Therapy London; or
  • Unsuccessful Cancel / Reschedule Appointment Notification sent to Focused Therapy London; or
  • Missed Appointment; or
  • Attended Appointment

Late Notification Cost in relation to a Requested Appointment

Treatment Room Cost only Cancel / Reschedule Appointment Notification received by Focused Therapy London less than 27 Hours in advance of the Requested Appointment's earliest requested Appointment Start Time
Full Appointment Cost This will only apply where the Request Appointment was ultimately scheduled as a Confirmed Appointment in either of the following circumstances, in which case please refer to the Late Notification Costs in relation to a Confirmed Appointment table above:


  • where Focused Therapy London had already sent an Appointment Confirmation Email and/or Confirmed Appointment Notification to the Booker in advance of a Cancel / Reschedule Appointment Notification in relation to the Requested Appointment being received by Focused Therapy London; or
  • where either no Cancel / Reschedule Appointment Notification or an Unsuccessful / Cancel Reschedule Appointment Notification was sent to Focused Therapy London for the Requested Appointment by either the Appointment Owner or where relevant their designated Attendee; and, the Requested Appointment was scheduled as a Confirmed Appointment on this basis

Treatment Room Cost

The Treatment Room Cost referred to in both of the above Late Notification Cost tables is always charged based on the relevant Appointment Length scheduled for the Confirmed Appointment; or, which has been requested to be scheduled for the Requested Appointment, and is currently charged by Focused Therapy London at the following rates at both of the Clinics:

  • £18.00 for a 1 Hour Appointment
  • £27.00 for a 90 Minute Appointment
  • £36.00 for a 2 Hour Appointment

How to Cancel or Reschedule any Appointment

In order to successfully Cancel or Reschedule any Confirmed Appointment or Requested Appointment as detailed under the Cancelling or Rescheduling any Appointment heading above, Focused Therapy London must receive a Cancel / Reschedule Appointment Notification from the Appointment Owner, or where relevant their designated Attendee, in writing via any of the following methods:

  • submit a Cancel / Reschedule Appointment Notification form (recommended method) via the Website; or
  • reply to the relevant Appointment Confirmation Email or Confirmed Appointment Notification received directly from Focused Therapy London where a Confirmed Appointment has already been scheduled; or
  • reply to any relevant personalised communication received directly from Focused Therapy London in relation to the scheduling of the Requested Appointment (not including any 'noreply' email address which is used to provide automated responses only and is not monitored); or
  • send a text message to Focused Therapy London's mobile phone number where this has already been provided (usually listed within any email footer provided within a personalised, non-automated, email response sent directly by Focused Therapy London in relation to a Requested Appointment; and, which can always be found in the email footer of any Appointment Confirmation Email received directly from Focused Therapy London)

This Cancel / Reschedule Appointment Notification must clearly state the following information, as was provided or agreed to where offered by Focused Therapy London, within the most up to date valid Booking Information received by Focused Therapy London, in relation to the Confirmed Appointment or Requested Appointment that is being requested to be Cancelled or Rescheduled, before the relevant Cancel / Reschedule Appointment Notification was received:

  • the full name of the Attending Client (as requested or already scheduled)
  • the Appointment Date (as requested or already scheduled)
  • the Appointment Start Time (earliest requested (where more than one was provided) or already scheduled)
  • the Appointment Length (as requested or already scheduled)
  • whether this Appointment needs to be Cancelled or Rescheduled (either now or at a later time or date)
  • whether there are any circumstances under which this Appointment should be kept as previously requested or already scheduled (optional)

Any Cancel / Reschedule Appointment Notification received by Focused Therapy London from either the Appointment Owner, or where relevant their designated Attendee, will be considered confirmation that the relevant Appointment is no long wanted and/or able to be attended as it has either been currently scheduled where it relates to a Confirmed Appointment; or, at any one or more Appointment Start Time that that was previously notified to Focused Therapy London within most up to date valid Booking Information provided, where it relates to a Requested Appointment, unless it is also clearly stated by the sender within their same Cancel / Reschedule Appointment Notification that this is not the case; and, additional details are clearly added around any specific circumstances within which the relevant Appointment should remain as currently scheduled where it relates to a Confirmed Appointment; or, should continue to be scheduled, at any or more previously notified Appointment Start Time provided within the most up to date valid Booking Information, where it relates to a Requested Appointment.

Where this optional information is not clearly provided and/or where the specific circumstances requesting to keep the relevant Appointment as previously requested do not apply; or, are unable to be applied, this will automatically result in the relevant Appointment being removed from Focused Therapy London's Appointment schedule, whether as a Confirmed Appointment or pencilled in as a pre-scheduled Confirmed Appointment. On this basis, the relevant Appointment will no longer being able to be attended as previously scheduled where it relates to a Confirmed Appointment; or, will cease being processed in advance of being scheduled as a Confirmed Appointment and any pencilled in Appointment slot will cease being held on a provisional basis for it where it relates to a Requested Appointment, even where either of these circumstances result in a Late Notification Cost becoming due to Focused Therapy London from the Appointment Owner and/or any additional Treatment Room Cost becoming due from either the Appointment Owner or where relevant their designated Attendee.