Cancellation & Rescheduling Policy

Notice period

You can cancel or reschedule any session free of charge up to 24 hours before its start time. Use the link in your confirmation email, or contact us at infos@eliteartmanagement.com or +1 (804) 485-4349 with your booking reference.

Late cancellations

Cancellations made less than 24 hours before the session are charged in full, because the time has been reserved for you and cannot be offered to someone else.

Missed sessions

If you do not join within 15 minutes of the start time and we have not heard from you, the session is treated as missed and charged in full. Your counselor stays available in the room for that full 15 minutes.

Rescheduling

Rescheduling with at least 24 hours' notice is free and does not count as a cancellation. We will offer the next available times for the same session type. Fees already paid transfer to the new appointment.

If we have to cancel

If we cancel or cannot deliver a session — counselor illness, a technical failure on our side, or any other reason — you may reschedule at no cost or receive a full refund, whichever you prefer.

Technical problems during a session

If the connection fails, your counselor will attempt to reconnect and then call the phone number on your booking. If less than half the session was delivered and it cannot be continued, we will reschedule the remaining time at no cost.

Exceptional circumstances

We understand that emergencies happen. If you miss a session because of an emergency, contact us and we will review the charge case by case.

Refunds are processed as described in our Refund Policy.