Our client care team typically responds within 3 to 5 working days. However, during periods of high volume of inquiries, there may be delays in our response times. We appreciate your patience and kind understanding. Rest assured; we will attend to your message as soon as we can. At times, a waitlist may be necessary; however, we are dedicated to offering our utmost care.
To optimize our therapeutic services tailored to your needs, we kindly request a minimum 24-hour advance notice should you need to reschedule or cancel your appointment. You can do this by sending us a message at (65) 8942 2211 or reaching out to your therapist directly.
Operating on an appointment basis, our clinic values the effort and travel commitment of our therapists to provide our clients with exceptional care. Your considerate advanced notice for cancellations and rescheduling is crucial for us to manage and adjust appointments seamlessly. We deeply appreciate your understanding and cooperation in our efforts to create a safe and respectful space for your healing journey.
Our client care team will send reminders and payment links 72 hours before your scheduled session. In the rare event that we do not receive a response and payment within the 48 hours of your session, we will initiate the rescheduling process.
We understand that unforeseen circumstances may arise, and we approach these situations with sensitivity and care. For cancellations or rescheduling within 24 hours of the session, waivers to the fee will be subject to case-by-case basis. Any last-minute changes are subject to the therapist’s discretion and availability. Should the therapist not be able to accommodate last-minute changes within the day of your scheduled appointment, the session will be considered a late cancellation or no-show.
Your well-being and comfort are paramount, and we deeply appreciate your understanding as we strive to honor your scheduled session while simultaneously honoring the commitments and efforts of our therapists.
Therapeutic work often benefits from a sense of rhythm and continuity. When a session is scheduled, that time is intentionally set aside for you by your therapist. While we fully understand that life circumstances, health concerns, or unexpected responsibilities may sometimes require changes to an appointment — for both clients and therapists — frequent last-minute cancellations or repeated rescheduling can make it more difficult for the therapeutic process to unfold in a steady and supportive way.
When sessions are cancelled or moved repeatedly, especially close to the appointment time, it also limits our ability to offer those session slots to others who may be waiting for care.
If we begin to notice a recurring pattern of multiple late cancellations or repeated rescheduling of sessions (generally more than three occurrences within a period of time), our team may reach out to gently review the scheduling arrangement together. In some situations, we may need to pause or decline further bookings until a more stable rhythm of sessions can be supported.
This helps us honor the time that has been set aside by our therapists, while also allowing space for others who may be seeking support. Our intention is always to approach these situations with care, understanding, and open communication.
At Sol Therapy, we understand that life can be unpredictable and value clear communication. To ensure the best experience for everyone, we have outlined the following late policy for all therapy sessions:
We appreciate your understanding and cooperation in helping us maintain a respectful and effective therapeutic environment. Thank you for co-nurturing a kinder, braver, and more humane world with us. Should you encounter any challenges or require assistance, please do not hesitate to reach out. We are here with you.