Payments Policy

Booking

By making a booking, Clients agree to the terms and conditions outlined in this policy:

1. We accept PayNow and card payments (administrative charges apply).
2. Clients are required to complete the book appointment form, provide accurate personal information with a credit/debit card encrypted on your stripe account.
3. Appointments will only be confirmed once payment is made.
4. The Client is agreeable to the selected therapist’s rates prior to booking a session. Please view https://estoryacounseling.com/counselor for the individual counselor profiles.
5. Clients booking the appointment must be 18 years of age or older. Clients below age 18 are required to provide us with parental/guardian consent prior to booking a session. If you are a parent or guardian who would like an appointment for your child/ward, please enquire directly with us.
6. Clients are strongly recommended to arrive on time for their appointments. Late arrivals result in reduced therapy time as other Clients have already been scheduled for the subsequent therapy blocks, or as Counselors have personal plans outside the exact scheduled session timings.
7. Clients are responsible for cancelling or rescheduling appointments at least 24 hours prior to the scheduled appointment time. Failure to cancel or reschedule within this timeframe results in a session fee fully charged to the Client.
8. Estorya Counseling reserves the right to cancel or reschedule appointments if necessary, in cases when this cannot be avoided (eg. if the counselor is ill or hospitalised, if the office premise is unavailable). Clients will be notified as soon as possible in the event of a cancellation or rescheduling.

Cancellation

Payment

We strive to contain costs and maintain our commitment to excellence in counseling care by ensuring that every appropriate effort is made. Our payment policy requires full payment before both online and in-person counseling.

1. Before making a payment, carefully review to ensure that all items and details are accurate.
2. By making the payment, you acknowledge that you have reviewed the invoice and verified that the correct items and quantities have been billed.
3. Estorya Counseling is allowed to bill you directly, if your payment is subsequently reflected as outstanding for more than 24 hours after your session.
4. Rejected/late payments not received within 24 hours may incur a late surcharge of $50 as part of our administrative fee.
5. The invoice is itemised to fulfil all accounting and auditing regulations, in no manner this invoice can be changed or customised.

If you encounter any issues with your payment, please don’t hesitate to email us at admin@estoryacounseling.com with your payment attached. We are here to assist you promptly.

Refunds

Refund Policy is to protect the interests of our Clients and uphold the integrity of our counseling services. Our policy is in compliance with the professional standards set by regulatory bodies in the healthcare field for a counseling setting, ensuring that our Clients are treated fairly in case they are unsatisfied with their experience or outcomes.

1. Counseling are strictly non-refundable and non-transferable.
2. Workshops or talks with third party vendors, are strictly non-refundable and non-transferable.

Appointments

1. Appointments are strictly not refundable or transferable.
2. Clients will be required to make the payment in full. Strictly no splitting of payments or instalments, or by different payment methods.
3. All appointments are sold in sessions of 60 minutes (1hr) and 90 minutes (1.5hr) depending on individual, couple/family or therapeutic expressions workshop.
4. If there is an extension of time during the session, the Client will have to purchase a new session.
5. In the event the counselor is no longer available, the amount will then be refunded to the Client. After which, the Client can choose to purchase a new appointment for the new therapist assigned or chosen.
6. Estorya Counselor has the right to change the policy, without formal notice.

Insurance