Cancelation & Reschedule Policy

Clients can cancel or reschedule their appointment up to 72 hours in advance without penalty. Clients who make a cancellation or reschedule request via email, text, or phone call less than 72 hours before a scheduled appointment will be responsible for payment equal to 100% of the appointment fees.

There is a range of valid reasons for cancelling or rescheduling an appointment. To be consistent with all clients, cancellation fees will only be waived in the event of a medical emergency requiring the client to seek care or treatment at a hospital, a death in the client’s immediate family, a positive Covid diagnosis for the client or someone in their household, or if a natural disaster occurs (ex. tornado, flood).

For all in-person appointments, Clare must be able to gain safe access to the client’s home at the time of the appointment. If Clare arrives and the client’s home is deemed unsafe (ie. bed bugs or other infestation, the building is structurally unsound, excessively dirty or dusty, etc) and she is unable to safely render her services, the client will be responsible for payment equal to 100% of the appointment fees. The client is welcome to book a new appointment once the issue(s) have been remediated fully.

When Clare arrives at a client’s home she will make her arrival known by ringing the doorbell or knocking on the client’s front door. If there is no answer, Clare will wait outside the client’s home for a maximum of 15 minutes. She will make one attempt to contact the client (by phone call) to alert them to her arrival. If the client shows up before the end of the 15-minute waiting period, the appointment will commence for the remainder of the scheduled time. If the client does not show up by the end of the 15-minute waiting period, the client will be charged 100% of the appointment fees and will need to book a new appointment for a different date/time.

For all virtual appointments, Clare will wait online with the Zoom room open for a maximum of 15 minutes. She will make one attempt to contact the client (by phone call) to alert them about their scheduled appointment. If the client enters the Zoom room before the end of the 15-minute waiting period, the appointment will commence for the remainder of the scheduled time. If the client does not enter the Zoom room before the end of the 15-minute waiting period, they will be responsible for payment equal to 100% of the appointment fees and the client will need to book a new appointment for a different date/time.

When you book an appointment with Clare, the time is reserved specifically for you. A late cancellation, reschedule (of any kind), or no-show leaves a hole in Clare’s schedule that could have been filled by another client.

Out of respect for Clare’s time and efforts, no exceptions will be made to the cancellation policy.

Booking & Payment Policy

Clare uses Square Appointments for scheduling. Clients will receive 1 reminder by email and 1 reminder by text in advance of their appointment. Please ensure your correct email & phone number are saved on the client portal in order for you to receive these reminders. If you do not wish to receive reminders, you can choose to unsubscribe.

50km of roundtrip mileage is included for all in-person appointments. Any additional mileage incurred will be charged at the rate of $0.68/km. Clare’s home base is in Nepean, Ottawa (Huntclub/Greenbank). Please consider this when booking an in-person appointment. The client is responsible to pay for or reimburse Clare for any costs associated with parking.

For individual 3hr/4hr sessions: If the client requests to end a session early, they will be required to pay 100% of the appointment fees for the time they had booked (ex. If a 4hr session was booked but the client requests to end the session after 2hrs, the client will be charged the appointment fees for the full 4hrs that were booked). The time you book is what you pay for.

For packages: To ensure a positive experience, new clients have the opportunity to try their first session from the package before fully committing to the remainder. If, after the first session, you feel that our work together is not the right fit, you may choose not to continue with the remaining hours in the package. In this case, the unused portion of your package will be refunded, minus the initial consultation fee. To be eligible for this refund, you must notify Clare before her departure at the end of the first session. Once the first session is complete, the package is considered active, and no refunds will be issued thereafter. This policy applies to first-time clients only. Packages must be used within the timeframe specified at the time of purchase. After this period, any unused hours will expire and will no longer be honoured.

Clare prefers that a Visa/MC or debit card be saved on file in order for a client to book an appointment. No charge will be applied to the card on file unless the client violates the cancellation & reschedule or booking & payment policy outlined. In the event that there is a violation of the policies, payment is required and/or will be charged to the card on file the same day.

Full payment is due at the end of each appointment. Clare accepts cash, etransfer, debit, or credit card as payment. Cheques are not accepted.
Payment by etransfer should be sent to clare.cluff@gmail.com. If the client’s bank requires a security password; Clare asks that the answer be the word: home

Invoices: If payment has not been received by 24hrs after the invoice has been sent, Clare will try processing the amount due using the card on file. If payment using the card on file is not successful or there is no card saved on file, an additional fee of $50 per day will be added to the total amount due until payment is successfully received.

Gift cards are final sale. No refunds.

In Clare’s best effort to treat all clients equally, no exceptions will be made to the booking & payment policy.

By booking an appointment with Clare, you consent to and confirm you have read & understand the full cancellation & reschedule policy as well as the booking & payment policy outlined above.

Thank you for your cooperation!