Refund and Cancellation Policy

1. Introduction

We want your time with Walnut to feel safe, simple, and fair. This includes knowing what happens if you ever need to reschedule a session, cancel a program, or ask for a refund. This page explains it in plain language.

If anything here is not clear, please write to us at the address below and we will be glad to help.

2. Cancellations and Rescheduling

• A booked session can be rescheduled at no cost up to 24 hours before its scheduled time.
• Once a session is less than 24 hours away, it cannot be rescheduled, and the session fee is not refundable.
• You can request a cancellation by writing to us or through your booking account.

3. Refunds for Sessions

• A session can be refunded within 7 days of payment, as long as the booked session is at least 24 hours away.
• Once the session has taken place, the fee is not refundable.
• Approved refunds are processed within 7 working days to the original payment method. The time it takes to reflect in your account depends on your bank or payment provider.

4. No-show Policy

• Your therapist will wait for up to 20 minutes from the scheduled start time of your session.
• If you do not join within that time, the session will be treated as used, and no refund will be issued.
• If you join after the start time, the session will still end at its original scheduled time. Extensions will not be provided.

5. If Walnut or Your Therapist Cancels

If a session cannot go ahead because of something on our end, such as a technical issue or an unavoidable therapist cancellation, we will:

• Reschedule your session at no additional cost
• If you would prefer a refund instead, please write to us and we will process it

6. Switching Therapists

If you feel your current therapist is not the right fit, you are welcome to request a change. We will help you transition to another therapist based on availability and mutual comfort.

7. Refunds in Cases of Misconduct

Refunds will not be issued in cases where a session is ended due to inappropriate, disrespectful, or unsafe behaviour by the client, in line with the Respectful Conduct clause in our Terms and Conditions.

8. Enrolment and Cancellation

• Program fees must be paid in advance to confirm enrollment.
• A cancellation requested at least 7 days before the program start date is eligible for a full refund, minus a small administrative fee.
• A cancellation requested less than 7 days before the program start date is not eligible for a refund.
• Once the program has begun, fees are not refundable.

9. Missed Sessions Within a Program

• Refunds or credits are not provided for missed sessions within a program.
• Where possible, missed sessions can be made up through recorded materials or catch-up sessions, at the discretion of the program lead.

10. Program Rescheduling by Walnut

In the unlikely event that a program is rescheduled or cancelled by Walnut, participants will be offered:

• A full refund of the amount paid, or
• A transfer to the next available batch of the same program at no additional cost.

11. How Refunds Are Processed

• Approved refunds are processed within 7 working days of approval.
• Refunds are made to the original payment method used at the time of booking or enrolment.
• The time it takes to reflect in your account depends on your bank or payment provider.

12. Changes to This Policy

• We may update this policy from time to time. Any changes will be posted on this page with the updated date at the top.
• The version of the policy in effect at the time of your booking or enrollment applies to that transaction.

13. Contact Us

For any questions or refund requests, please write to us at: