At Empathease Oasis, we are deeply committed to providing a supportive and reliable space for all our clients. To ensure we can serve everyone effectively and respect the time of both our clients and practitioners, we have established the following policies:

1. Rescheduling Policy:

We understand that life can be unpredictable. If you need to reschedule your appointment, we kindly request that you provide us with at least 24 hours notice. Rescheduling within 24 hours is treated as a cancellation and is non-refundable. This allows us to offer your slot to another client who may be on our waiting list. You can reschedule easily by contacting us via email at connect.empatheaseoasis@gmail.com
Please note: Rescheduling is always subject to counsellor availability.

2. Cancellations Policy:

Single Counselling Sessions:
If you need to cancel your session entirely, please provide at least 24 hours notice to avoid incurring a fee. Cancellations made within 24 hours are non-refundable. Missed Sessions (No-Shows)
A missed session without any prior notification is considered a No-Show. Unfortunately, no-shows mean we cannot offer that time to others. Therefore, the full session fee will be charged for missed appointments.

Group Counselling Packages (4 sessions)
• Cancelling the full package at least 24 hours before the first session entitles you to a full refund.
• If you attend the first session and cancel the rest, you are eligible for a 25% refund of the remainder sessions.
• No refund is available once two or more sessions are completed.

Counsellor Unavailability & Technical Disruptions
• If a counsellor is unavailable, you may choose between a full refund (single session only) or rescheduling.
• Technical issues (internet failure, system crash) will result in rescheduling at no cost. No refunds are granted for technical disruptions.

Emergencies & Exceptions:
We know that true emergencies and illnesses happen. If you are facing an unexpected emergency (e.g., sudden illness, accident), please contact us as soon as possible. We will review these situations on a case-by-case basis and may waive the fee at our discretion.

How to Notify Us
The best way to notify us of a change is by:
Email: connect.empatheaseoasis@gmail.com
Please note that messages sent outside of our business hours will be considered received at the start of the next business day.
We thank you for your understanding and cooperation, which allows us to maintain a fair and sustainable practice for all.

Refund Policy

• Approved refunds are processed to the original method of payment within 7–10 business days.
• Payment gateway charges and processing fees are non-refundable.
• Refunds are issued only to the original source account. Alternate accounts cannot be used.

Non-Refundable Circumstances • Sessions missed without cancellation notice.
• Dissatisfaction with content or results.
• Cancellations made within 24 hours of the session start time.
• Completion of two or more sessions in a group package.

Consent & Confidentiality Policy

By participating in counselling services through Empathease Oasis, you acknowledge and provide informed consent to engage in counselling sessions. All information shared during sessions is treated with the strictest confidentiality. However, confidentiality may be overridden in accordance with legal or ethical obligations under the following exceptional circumstances:
• If there is an imminent risk of harm to yourself or others.
• In cases of suspected abuse or neglect of a child or vulnerable adult.
• When disclosure is required by law, such as by court order or legal directive.
Your privacy is a core priority, and any disclosures will be made with discretion and in accordance with applicable laws and professional ethical standards.

Session Recording Policy

All counselling sessions conducted through our platform will be recorded and shall be used strictly for supervision, training, or internal quality checks, and stored securely. Verbal consent for recording will be explicitly obtained from the client at the beginning of the first session. By proceeding with our services, clients acknowledge that their sessions will be recorded. All recordings are stored securely and accessed only by authorized personnel. Any unauthorized recording or sharing of session content by clients or counsellors is strictly prohibited.