This policy applies to individual bookings for support sessions and group therapy programmes at The Circlz. Service details, prices, session numbers and payment schedules are shown before booking. All notice periods below are measured in elapsed hours using Cairo local time.
Standalone support sessions
If we receive your cancellation request at least 48 hours before the session, you receive a full refund of the amount paid. You may instead choose another session date, subject to availability and any disclosed price difference. If we receive the request less than 48 hours before the session, or you do not attend, the session fee is not refundable under our voluntary cancellation rules. Late arrival does not extend the session.
Withdrawal from group therapy programmes
Before the programme starts, you receive a full refund if we receive your request at least 48 hours before the first session. With less than 48 hours’ notice, only the first session is charged and the remainder of the amount paid is refunded.
After the first session, you may request withdrawal and a refund of the remainder within 48 hours of the scheduled end of the first session, provided we receive the request before the second session starts. The first session is charged. The next session is also charged if your request reaches us less than 48 hours before that session.
After this window, payments are not refundable solely because you change your mind or stop attending. You may stop participating at any time. The clinical suitability, service failure and statutory rights provisions below continue to apply.
Absence and instalment payments
Sessions held and made available to you while you remain enrolled are charged even if you do not attend. Missing the first session does not delay the withdrawal window or create a new window later. Monthly payments, where available, are instalments of the agreed programme price and do not create a new refund window each month. The total price, instalment dates and any payment commitment are shown before payment. Unpaid amounts are not included in a refund. Cancellation or rescheduling by The Circlz
If we cancel a session or change its date, you may choose the replacement date, agree to a transfer, or receive a refund for that session. If we cancel the whole programme, cannot complete it, or make a material schedule change that does not suit you, you may end your enrolment, receive a refund for undelivered sessions and cancel future instalments relating to them. No refund fees apply.
Clinical suitability and service failures
If the clinical assessment before the programme finds it unsuitable for you, we refund the full programme amount paid. If the clinical team determines during the programme that continuing is unsuitable, we refund the remaining sessions and cancel the related instalments. No 48-hour notice is required and no undelivered next session is charged.
If a service is not delivered or has a defect or deficiency, including a technical failure on our side that prevents delivery, we remedy it through delivery at no extra cost, a refund, or a proportionate refund to address the deficiency, according to the circumstances and your statutory rights. Duplicate or mistaken charges are refunded after verification.
Problems with your own device or internet connection do not create an automatic refund entitlement. We may consider emergencies and exceptional circumstances individually, requesting only the minimum information needed.
Calculating your refund
The session value is the agreed programme price after discounts divided by its number of sessions, unless different session prices were disclosed before booking. We refund the amount actually paid minus sessions chargeable under this policy. Your agreed discount is preserved. We do not reprice sessions at a higher rate when you withdraw or add administrative refund fees.
Example: an eight-session programme costs EGP 2,400 after discounts and is paid in full. Withdrawal within the first-session window gives a refund of EGP 2,100 with at least 48 hours’ notice before the next session, or EGP 1,800 with less than 48 hours’ notice before that session.
Requests and refund processing
You can submit a cancellation request directly through My Space on our website. You can also email a cancellation or refund request to info@thecirclz.com with the booking holder’s name, booking reference if available, session or programme name, booking date and payment details needed to identify the transaction. The time your request is submitted through the website or received by email determines the notice period. Do not send full card details or health records.
We review a complete request and process any refund due within seven calendar days of receiving it, or within the mandatory legal deadline if shorter. Refunds go to the original payment method unless an acceptable alternative is agreed with the payer. The bank or payment provider may take additional time to show the funds in the account; we will provide transaction confirmation. If someone else paid for your booking, the refund goes to the original payer.
Statutory rights and policy changes
These voluntary cancellation rules do not limit any rights you have under applicable law, including distance-contract rights and remedies for deficient or undelivered services. Any applicable statutory right or agreed term that is more favourable to you takes precedence. The policy shown when you book applies to your booking. Later changes do not apply retrospectively.
Questions in the meantime
If you have a question about a payment or a cancellation, please use Contact Us. We will answer with the terms that actually apply to your situation rather than a general rule that may not.