Cancellation & Refund Policy

You may cancel or reschedule a session by giving us at least 24 hours’ notice before your scheduled session. You can request a cancellation or rescheduling by contacting us through the email address provided at the time of booking.

Less than 24 hours’ notice — if you cancel or request a rescheduling with less than 24 hours’ notice, the session may be treated as used. This applies to: one-off Conversation Sessions; Speak Anyway sessions; and applicable membership sessions.

We understand that genuine emergencies can happen. We may consider exceptional circumstances at our discretion.

If you do not attend your scheduled session and do not contact us within the applicable cancellation period, the session may be treated as used.

For a Speak Anyway package, this means one of your five sessions may be deducted. For Zuharah Members, the missed session may count as one of your two sessions for that membership month.

If you arrive late, your session will normally still finish at the originally scheduled time. We recommend joining a few minutes early so that you have time to check your connection and prepare.

Occasionally, we may need to reschedule a session due to illness, an emergency, technical problems or another unforeseen circumstance. If this happens, we will offer you an alternative appointment.

Your session will not be treated as used when the cancellation or rescheduling is initiated by Zuharah.

Speak Anyway includes five private sessions. The package must be used within 3 months from the date of purchase. Unused sessions remaining after the three-month period will expire unless Zuharah agrees otherwise in writing.

The package is not automatically refundable simply because all sessions have not been used. If you believe you have exceptional circumstances affecting your ability to complete the package, please contact us as soon as possible.

Membership sessions must be used during the applicable membership month. Membership sessions do not roll over. Unused sessions cannot normally be transferred to the following month or converted into cash or credit.

Because Zuharah provides scheduled time specifically for each customer, refunds are considered according to the circumstances of the booking and applicable law. Where a service has already been delivered, a refund will generally not be available simply because the customer changes their mind after the session.

If you have purchased a service and believe you are entitled to a refund, please contact us as soon as possible and explain the circumstances.

Nothing in this policy is intended to remove or restrict any mandatory consumer rights that apply to you under applicable law.

If you believe you have accidentally made a duplicate payment or have been charged incorrectly, please contact us promptly. We will review the payment and, where appropriate, arrange a correction or refund.

If a serious technical issue prevents a session from taking place and the issue is caused by Zuharah or the platform we are using, we will normally arrange a replacement session. If the issue is caused by your own internet connection, device or equipment, the session may still be treated as used depending on the circumstances.

We encourage customers to contact us as soon as possible if a technical problem occurs.

If you have a recurring Zuharah Members subscription, you may cancel future renewals according to the cancellation process provided when you subscribe. Cancelling your membership will normally prevent the next renewal. Any sessions already included in the current membership period remain subject to the rules above.