Cancellation & Refunds
Moving MindSpace – Cancellation & Refund Policy
1. Purpose of This Policy
This policy sets out how Moving MindSpace manages cancellations, missed sessions, and refunds in a way that is fair, transparent, and proportionate, while recognising the nature of individualised support and safeguarding responsibilities.
The policy aims to:
Provide clarity for families, individuals, and commissioners Protect continuity of support Respect the needs of vulnerable service users Ensure sustainability of services
2. Scope
This policy applies to:
Children and young people Parents and carers Adults accessing services Funded, commissioned, and privately paid services
It applies to:
One-to-one support Online and in-person sessions Mentoring, counselling, and therapeutic-informed support
3. General Principles
Cancellation and refund arrangements are:
Explained clearly at the point of contracting Proportionate to the service provided Applied consistently, with discretion where appropriate Reviewed with safeguarding and wellbeing in mind
Moving MindSpace recognises that many individuals accessing services may experience anxiety, distress, illness, or crisis which can affect attendance.
4. Cancellations by the Individual or Family
Where possible, notice of cancellation should be provided as early as possible.
Standard Notice
Cancellations with reasonable notice may be rescheduled where capacity allows Refunds are not automatic but may be considered on a case-by-case basis
Short-Notice Cancellations or Non-Attendance
Sessions cancelled at short notice or not attended may be charged Discretion may be applied where there are exceptional circumstances, including illness, distress, or safeguarding concerns
5. Cancellations by Moving MindSpace
Where Moving MindSpace cancels a session:
The session will be rescheduled where possible Where rescheduling is not possible, a refund or credit will be offered
Moving MindSpace will aim to provide as much notice as possible.
6. Funded or Commissioned Services
For services funded by: Local Authorities Schools or organisations Grant or commissioned arrangements
Cancellation and refund terms will be managed in line with the relevant service agreement.
7. Safeguarding, Wellbeing & Flexibility
Cancellation decisions may take account of:
Emotional distress or crisis Safeguarding concerns Health or wellbeing needs
This policy will not be applied rigidly where doing so could cause harm.
8. Ending or Pausing Support
Where support is paused or ended:
Notice periods will be managed in line with service agreements Outstanding sessions or fees will be reviewed fairly
Safeguarding considerations may affect decisions about ending support.
9. Refund Requests & Disputes
Requests for refunds:
Should be made promptly Will be reviewed fairly and proportionately
Concerns or disputes may be raised through the Complaints & Feedback Policy.
10. Governance & Review
This policy is overseen by the Directors of Moving MindSpace.
The policy is:
Reviewed annually Updated following learning, complaints, or service changes Approved by: The Directors of Moving MindSpace Date: 24/01/2026 Next Review: 24/01/2027 Version: 1.0
Document classification: Internal / Confidential Reference code: GOV-CR01