Policies

Cancellation Policy

Cancelled Sessions

Your scheduled appointment time is reserved just for you. To ensure fairness and availability for all clients, we kindly ask that you notify us as soon as possible if you’re unable to attend.

  • Cancellations made with at least 24 hours' notice will not incur any charges.

  • Cancellations made less than 24 hours before your appointment will incur a 50 USD (1,600 THB) late cancellation fee.

  • Missed appointments or “no-shows” will be charged the full session fee.

While this may be difficult to hear, we have a strict cancellation policy in place to safeguard the service and respect the practitioner’s time. When a session is cancelled without adequate notice, we are often unable to offer that time to someone else who may be waiting for support. For this reason, refunds are not provided unless there are exceptional circumstances, which will be considered at the discretion of the Director.

Late Arrivals

Sessions will always end at the scheduled time, regardless of your arrival time.

If you are more than 15 minutes late and have not contacted us, we will assume you are not attending, and the session will be treated as a late cancellation without the required 24 hours’ notice.

If you do contact us but arrive more than 15 minutes late, continuation of the session will be at the discretion of the practitioner, depending on the remaining time and nature of the session.

Session Refusal

To maintain a safe and respectful space for both clients and practitioners, we reserve the right to refuse or discontinue a session if a client arrives intoxicated or under the influence of substances to a degree that affects their ability to participate meaningfully. Similarly, if a client displays threatening, aggressive, or inappropriate behaviour, the session will not proceed, and no refund will be issued.

Workshops and Events

All workshop and event bookings are subject to a minimum cancellation notice period of 10 business days. Cancellations made with less than 10 business days’ notice will be charged 100% of the fees. If cancellation occurs with more than 10 business days’ notice, an administration fee of 5% of the total event cost will apply.

If you wish to postpone your event, we require at least 10 working days’ notice as well. Clients are allowed one postponement, and the rescheduled event must take place within 6 months of the original date. If the event is not rescheduled within this timeframe, or if notice is not given in time, the full fee will be payable.

Code of Conduct

Accreditation and Professional Standards

All of our therapists are fully qualified and accredited by recognized professional bodies relevant to their specialty. Each brings proven experience working with diverse age groups, backgrounds and profession.

Ethical Standards

We are committed to treating all service users, colleagues, freelance contractors, and company representatives with respect, honoring their privacy and dignity as individuals. In doing so, we are committed to:

  • Obtaining informed consent before providing any service.

  • Challenging discrimination and maintaining clear professional boundaries.

  • Ensuring open, honest, and respectful communication.

  • Listening carefully to feedback and providing timely, clear information.

  • Collaborating effectively within our areas of expertise.

  • Engaging in ongoing professional development.

  • Complying with all relevant laws and regulations, including protecting client health information by maintaining confidentiality, safeguarding data, and using secure communication methods.

  • Ensuring client information is stored securely and separately from personal data forms.

  • Addressing complaints, comments, and compliments promptly and fairly.

Confidentiality

All accredited therapeutic bodies require therapists to uphold the highest standards of confidentiality to respect client privacy and build the trust essential for a positive therapeutic experience.

In exceptional cases, a therapist may need to breach confidentiality—either with or without the client’s consent—if, in their professional judgment, there is a risk that the client may harm themselves or others, or if there is a legal obligation to disclose information. Whenever possible, the therapist will seek the client’s consent before making any disclosure.

Eligibility and Accessibility of the Service

Our services focus on prevention and proactive support—providing a space to discuss the pressures of life and work, and to address issues before they become more serious.

We are not equipped to manage acute or suicidal crises. If you are currently experiencing suicidal thoughts, please contact emergency services immediately. Additional support is available through organizations such as the The Samaritans of Thailand at https://www.samaritansthai.com/ or by calling 02 113 6789 (TH).

If we determine that our services are not the right fit for a client’s needs, we will do our best to recommend alternative sources of support. We recognize the importance of well-being and believe everyone deserves access to the most appropriate care for their individual situation.

Cookies Policy

Our website uses cookies to enhance your browsing experience, analyze site traffic, and personalize content. Cookies are small text files stored on your device that help us improve functionality and understand how visitors use our site.

By continuing to use our website, you consent to the use of cookies in accordance with this policy. You can manage or disable cookies through your browser settings, but please note that some features of the site may not function properly if cookies are disabled.

For more information about how we use cookies and your privacy rights, please see our Privacy Policy.

Liability Waiver

By engaging in our sessions, coaching, events, workshops, or any other services provided by The Wellness Program, clients acknowledge and accept the following terms:

Our services are designed to support your well-being but are not a substitute for clinical mental health care or medical treatment. They are not intended to diagnose, treat, or cure any medical or mental health condition. Therapists and coaches are not acting as medical professionals.

Clients accept full responsibility for their own well-being during and after sessions, including all choices and decisions made. Confidentiality is strictly maintained: only the practitioner(s) directly working with you will access your records, and notes are kept securely and privately. Information will only be shared with other team members if there is an overriding welfare concern requiring a “need to know” basis, with all such disclosures recorded appropriately.

All feedback, suggestions, or guidance provided by therapists or coaches are intended solely to support you in achieving your personal goals or enhancing your mental wellness. By participating, clients give informed consent to receive this support.

For your safety, we will require emergency contact details before beginning any service.

Privacy Policy

Information Collected

We collect two types of data: (1) Information you voluntarily provide, such as your name, email address, contact details, and payment information when booking sessions, subscribing, or filling out forms; and (2) Information automatically collected through your use of our website, including your IP address, browser type, language preferences, and site usage patterns. We may also use cookies and similar technologies to enhance your experience and help us improve the site.

Your information is used to provide and manage the services you request, communicate with you about your sessions or updates, and improve the functionality and experience of our website. We collect only what is necessary and relevant, and we never sell your personal information.

Third-Party Access and Sharing

We do not share your personal data with third parties without your consent, unless it is necessary to fulfill a specific request (such as processing payments), comply with legal obligations, or address security and fraud prevention. We may use trusted third-party platforms—such as booking systems or analytics tools—which operate in line with data protection standards.

Data Security

We don’t share your personal information with third parties. Aggregated, anonymized data is periodically transmitted to external services to help us improve the website and service.

We may allow third parties to provide analytics services. These third parties may use cookies, web beacons and other technologies to collect information about your use of the services and other websites, including your IP address, web browser, pages viewed, time spent on pages, links clicked and conversion information.

We also use social buttons provided by services like Google+, LinkedIn and Facebook. Your use of these third party services is entirely optional. We are not responsible for the privacy policies and/or practices of these third party services, and you are responsible for reading and understanding those third party services’ privacy policies.

Your Rights

You have the right to access, correct, or delete your personal information at any time. You may also withdraw your consent (where applicable) or contact us if you have questions or concerns about how your data is used. Please email us for assistance.

Children’s Privacy

Our services are not intended for individuals under the age of 13. We do not knowingly collect personal data from children, and if we learn that such information has been provided, we will take appropriate steps to delete it.

Policy Updates

This Privacy Policy may be updated from time to time. Any significant changes will be posted here, and we may also notify you directly if appropriate. Continued use of our services after any changes indicates your acceptance of the updated policy.

Refund Policy

All payments made for sessions, bundles, workshops, or events are non-refundable, except in exceptional circumstances and at the discretion of the Director. If you are unable to attend a scheduled session or event, please refer to our cancellation and postponement policies for full details on notice periods and applicable charges.

If you are unhappy with the therapist you are seeing, you may request to switch to another therapist within the same price band at no additional cost. This request must be made at least 48 hours prior to your scheduled session and is subject to therapist availability.

Session bundles are non-refundable in full or in part and must be used within 6 months from the date of the first booking. Bundle purchases are also non-transferable and may only be used by the original client.

We encourage all clients to make informed decisions when booking and to reach out with any questions prior to purchase. If you experience an issue or concern with your booking, please contact us—we’re here to help and will do our best to resolve the matter fairly and promptly.