Pillow Cancellation Policy

Last updated: 20/09/2025

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At Pillow, we aim to provide a fair and transparent cancellation process that respects both clients’ needs and therapists’ time. By booking through Pillow, you agree to the following terms:
 

Cancellations by Clients

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• Online Sessions: Cancellations or rescheduling requests must be made at least 24 hours in advance of the scheduled session.

• In-Person Sessions: Cancellations or rescheduling requests must be made at least 48 hours in advance of the scheduled session.

• Late Cancellations / No-Shows: If a client cancels within the notice period or does not attend the session, the full session fee will still be charged.

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Cancellations by Therapists

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• If a therapist cancels or reschedules a session, clients will not be charged for that session.

• Pillow requires therapists to provide as much notice as possible in the event of cancellation, except in cases of emergency or illness.

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Refunds & Payments​​

 

• Where applicable, refunds for sessions cancelled in accordance with this policy will be processed automatically.

• If a late cancellation or no-show occurs, the session fee is non-refundable and will be released to the therapist.
   

Emergencies & Exceptional Circumstances​

 

We understand that unforeseen situations may arise. In cases of documented emergencies, Pillow reserves the right to review cancellations on a case-by-case basis and determine whether a refund or fee waiver is appropriate.
 

Agreement to Terms​

 

By booking a session on Pillow, both clients and therapists agree to abide by this cancellation policy. This ensures that therapists are fairly compensated for their time and that clients have clarity and consistency in how cancellations are handled.
 

Contact Us

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If you have any questions about these Terms or your participation on the platform, you may contact us at:
📩 team@pillowmentalhealth.com

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