If you did not expect an invoice, please check the description of the charge on the invoice. Here are some possible reasons you received it:
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Excess Charge: You may have an excess on your policy, which should be noted when you sign up with your insurer. When we invoice your insurer, they confirm any charges not covered by them to our finance team. We will then issue an invoice to you for the excess charge. If you have questions about your policy and coverage, please contact your insurer for clarification on any excess charges that may apply.
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Incorrect Insurance Details or Inactive Policy: If you provided incorrect insurance details or your policy is inactive, please provide us with the correct insurance details as soon as possible to rectify this.
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Late Cancellation or DNA (Did Not Attend): If you did not attend your appointment or cancelled within 48 hours of the scheduled appointment, you are liable to pay the cancellation fee as per our terms and conditions. The fee is usually £80 for sessions with a Cognitive Behavioural Therapist and £100 for sessions with a Clinical Psychologist. This policy ensures our therapists’ time is respected and that appointments are available for other clients in need.
If you are still unsure of why you received an invoice, please get in touch with us on hello@helloself.com. Please share the invoice number and reason for the charge shown in the description.
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