Privacy and Refund Policy

Practice Policies

Confidentiality & Privacy Policy

Our Commitment to Your Privacy
We know therapy often involves sharing deeply personal thoughts and experiences. Everything you share with us is treated with the highest respect and kept private, in line with professional ethics and the law.

What We Keep Private
All conversations, messages, and session details are confidential. Your records are securely stored and only accessible to authorized team members. We use encryption and other safeguards to protect any digital information.

What Information We Collect
We collect only what’s necessary to provide you with therapy — things like your name, contact details, relevant history, and notes that help guide your sessions. We don’t collect more than we need, and we always aim to keep it relevant and respectful.

How We Use Your Information
Your information is used only for providing therapy and managing your records. We will never share your details with anyone without your consent — unless the law requires it or there’s a risk of harm to you or someone else.

AI and Session Notes
For online sessions, we may use AI tools to help with tasks like transcription or note organization. These tools are used only for documentation purposes, and all AI outputs are stored securely and kept confidential. Session notes are for professional use only and are not shared with clients, except as a brief summary when needed for referrals (with your permission).

Your Rights
You can request basic information we hold about you, like your contact details or intake form. Session notes are not shared unless needed for a referral, and then only as a short summary with your consent.

Keeping Your Data Safe
We take strong measures to keep your information safe from loss, unauthorized access, or misuse. Our team is trained in privacy best practices and follows strict security protocols.

Changes to This Policy
We may update this policy from time to time to reflect changes in laws or best practices. Any updates will be posted on our website or shared directly with you.

Questions or Concerns?
If you ever have a question or concern about your privacy, please let us know. We will address it openly and promptly.

Legal Disclaimer – Understanding Confidentiality

At Urban Wisdom, your privacy matters deeply to us. Everything you share in therapy is kept private and is never shared for legal purposes — unless we are legally required or need to act to protect your safety or the safety of others.

There are a few rare situations where we may have to break confidentiality:

● Required by Law – If a court orders us to share information or if the law mandates it.

● Safety Concerns – If we believe you or someone else is in immediate danger, we may need to inform the right people to keep everyone safe.

● Child Protection – If we suspect child abuse or neglect, we are required by law to report it.

● Serious Threats – If there is a credible threat of violence or harm to self or others.

● Professional Ethics – Our professional guidelines sometimes require disclosure to protect your wellbeing or the wellbeing of others.

We only act in these situations with great care, and we will try to talk with you first whenever possible.

Our aim is always to protect your privacy while also fulfilling our legal and ethical responsibilities. If you have any questions about this, please feel free to ask — we are here to help you feel safe and informed throughout your therapy journey.

Refund & Cancellation Policy

We understand that life can be unpredictable, and sometimes plans change. Our aim is to keep things fair for both our clients and our therapists, while ensuring appointments are respected.

Refunds

● Full refund for cancellations made at least 24 hours before your scheduled session.

● Cancellations made less than 24 hours in advance are generally non-refundable, but we’ll review exceptional situations individually.

● No-shows are not eligible for a refund.

● Refunds are processed to the original payment method, unless otherwise arranged.

Cancellations & Rescheduling

● Please let us know as early as possible if you need to cancel or reschedule — you can contact us by phone or email.

● Late arrivals may mean a shorter session, to avoid delaying the next client.

● If your therapist needs to cancel, we’ll do our best to find a new time that works for you.

Exceptions

We understand emergencies happen. In exceptional circumstances, we may waive the policy at our discretion.

Policy Updates

We may update this policy from time to time. Any changes will be posted on our website and, if relevant, emailed to clients.

Contact

If you have questions about our refund or cancellation policy, please reach out via phone, email, or our contact form.

Policy for Clients Under 18 – Confidentiality & Consent

At Urban Wisdom, we’re committed to creating a safe, respectful space for young clients while involving parents or guardians in a way that supports the therapy process.

Consent & Understanding
Before starting therapy with anyone under 18, we require written consent from a parent or legal guardian. We’ll explain what therapy involves, the goals, possible benefits and risks, and the limits of confidentiality so everyone understands from the start.

Confidentiality for Minors
We respect a young client’s right to privacy. What they share in sessions stays private unless there is a risk of harm to themselves or others, suspected abuse or neglect, or if required by law. In such cases, we’ll involve the young person in the conversation whenever appropriate.

Parental Involvement
We encourage parents or guardians to be part of the process—through updates, shared goals, or family sessions—while still protecting the young client’s trust and privacy.

If you have questions about our policy for under-18 clients, please contact us. Our goal is to ensure therapy is safe, ethical, and supportive for every young person we work with.