To maintain a professional, respectful, and productive therapeutic environment, all clients engaging in therapy or career counseling with Serene Hour are required to adhere to the following booking and session policies. By scheduling a session, you acknowledge and agree to comply with the terms outlined below.
1. CLIENT CONDUCT DURING THERAPY / CAREER COUNSELING SESSIONS
Clients are not allowed to use mobile phones, laptops, or electronic devices during sessions, including answering calls, sending emails, text messages, or playing audio/video content. All devices must be kept on silent mode for the duration of the session.
Clients are not allowed to disregard therapist instructions regarding conduct and session boundaries. Continued non-compliance will result in immediate session termination without refund.
Clients are not allowed to arrive late repeatedly. Habitual lateness will result in the discontinuation of services at Serene Hour’s discretion.
Clients are not allowed to engage in any form of misconduct, verbal, written, or physical, towards the therapist or the office staff. This includes, but is not limited to:
– Use of abusive or inappropriate language on call, text or in person.
-Threats or intimidation
-Aggressive behaviour or physical violence
-Harassment of any kind (verbal, digital, or physical)
The therapist is only available during scheduled sessions. Serene Hour does not offer therapy/ career counselling via WhatsApp, email, or phone outside of session hours. Any urgent matter should be addressed in session or, in the case of emergencies, through appropriate emergency services.
Violations will result in immediate termination of the session, cancellation of all future appointments, and no refunds will be provided.
2. CAREER COUNSELLING AND THERAPY POLICY FOR MINORS
Appointment Scheduling:
-All career counselling or therapy appointments for clients under 18 must be scheduled directly by a parent. Incase, if both parents of the child are deceased, then by their legal guardian.
–Extended relatives, family friends, or third parties are not permitted to schedule appointments.
-This ensures that the parent or the legal guardian is fully informed and involved in their child’s care.
Communication:
-All official communication, including appointment confirmations, rescheduling, and cancellations, will be conducted only with the parent or the legal guardian of the child.
-Relatives or friends who contact the practice will be politely redirected to the parent/legal guardian.
Session Participation:
-Only the parent or legal guardian can attend, provide input, or participate during a career counselling session.
-Relatives or third parties who accompany the child to the session are not permitted to intervene or participate.
-This protects the integrity of the counselling/therapy process and ensures the parent is fully aware of the child’s progress.
Confidentiality and Child Welfare: This policy ensures that the child’s best interests are prioritized, confidentiality is maintained, and communication remains consistent with the parent or legal guardian’s wishes.
3. LATE ARRIVAL POLICY
We offer a 10-minute grace period at the start of each session. Arrivals later than 10 minutes will be considered a no-show, and the session is cancelled.
Please note:
4. BOOKING A VIRTUAL SESSION POLICY
To book a session, please contact Serene Hour via phone, WhatsApp, or email at +91 7738173043.
Serene Hour is based out of Mumbai, India. Hence, all session timings are scheduled and conducted according to the Indian Standard Time (IST).
A virtual session confirmation is only valid upon:
– Full payment of the session fee.
– Sharing a screenshot of the payment receipt 12 hours before your scheduled appointment.
Once payment and proof of payment are received, your appointment will be confirmed and the session link will be shared with you via WhatsApp.
Please note: if payment or proof of payment is not received within the given time frame, the appointment slot will be released to ensure fair availability for other clients.
This process helps us maintain clarity, mutual respect, and smooth scheduling for all clients at Serene Hour.
5. RESCHEDULING POLICY
To request a reschedule, clients must notify Serene Hour 24 hours in advance of the scheduled session, during business hours (Monday to Saturday, 10:00 AM to 7:00 PM IST).
Rescheduling is subject to the availability of appointments and is not guaranteed.
Last-minute rescheduling (within 1 hour of the scheduled time or at the time of the session) is not permitted.
Only one reschedule is allowed per session. Multiple rescheduling requests for the same session will not be accepted, and no refund is given.
6. CANCELLATION AND NO SHOW POLICY
Virtual Sessions:
– Clients can cancel a session by informing Serene Hour via WhatsApp at least 24 hours in advance during business hours.
– Cancellations made within the stated timeframe are eligible for a full refund, which will be processed within 7 business days.
– Cancellations made less than 24 hours in advance are not eligible for a refund.
In-Office Sessions:
– Clients attending in-office career counselling or therapy sessions are expected to notify Serene Hour of cancellations at least 24 hours prior to the appointment.
– A “last-minute cancellation” is defined as a cancellation made less than 24 hours before the session.
– A “no-show” is defined as failure to attend the scheduled session without prior notice.
Repeated Last-Minute Cancellations or No-Shows:
– If a client cancels last-minute or misses their session more than once, Serene Hour reserves the right to require full payment in advance for all future in office sessions.
– Sessions will not be scheduled until payment is received.
Exceptions:
Emergency situations such as: illness, death, accident, or unavoidable circumstances will be considered on a case-by-case basis. Documentation will be requested.
Therapist-Initiated Cancellations:
In rare cases where a session is cancelled by the therapist, the client will be offered either:
– A full refund, or
– An option to reschedule at no additional cost.
7. PAYMENT POLICY
Virtual Sessions: Full payment must be made 12 hours prior to the session. A screenshot of the payment receipt must be shared via WhatsApp on the office number +91 7738173043.
In-Person Sessions: Payment is due immediately upon conclusion of the session. Accepted payment methods include cash or online transfer only. Card payments are not accepted.
If a client chooses to voluntarily end a session before its scheduled end time, the full session fee remains payable. No discounts, prorated charges, or refunds are given.
Serene Hour maintains uniform pricing for all clients. Discounts or fee concessions are not offered under any circumstances, including after fee revisions.
Serene Hour reserves the right to revise its session fees at any time, in alignment to inflation, changes in operational costs, and industry standards.
8. Emergency & Crisis Policy
Serene Hour is a scheduled therapy and career counseling service and is not equipped to handle emergency or crisis situations.
If you are experiencing a mental health emergency, are in danger, or require immediate assistance, please contact appropriate crisis support services, such as:
Local Emergency Services (Dial 100 or 112 in India)
Serene Hour does not offer 24/7 availability or real-time response support.
We aim to respond to all messages (WhatsApp, email, or call-back requests) within 24 business hours, Monday to Saturday between 10:00 AM – 7:00 PM IST. Messages sent outside of these hours will be addressed on the next working day.
For any concerns or grievances regarding appointments, rescheduling, or cancellations. Contact Arwa Abizer the Operations Manager, email: arwaserenehour@gmail.com or call: +91 7738173043. We aim to address all concerns promptly and fairly.