Refund policy

This policy applies to payments made to Francaeto Counselling Services (Franca Eto Umukoro), whether by card through Stripe or in Naira through Flutterwave. It does not affect your legal rights as a consumer.

Free consultation

The first 15-minute consultation is free, so there is nothing to refund.

Counselling sessions

• Cancelling with at least 24 hours’ notice on a working day (Monday to Friday): you won’t be charged. If you have already paid for that session, I will refund it in full or move it to another date, whichever you prefer.
• Cancelling with less notice than this, or not attending: the full session fee is charged and is not refundable.
• Illness: if you are unwell and give at least 24 hours’ notice on a working day, you won’t be charged.
• If I cancel: if I need to cancel a session, I will offer another time or refund that session in full.
• Sessions paid in advance: if you paid for a block of sessions and decide to stop, I will refund unused sessions that you cancel in line with this policy (at least 24 hours’ notice on a working day). Unused sessions cancelled with less notice, or missed, are not refunded. Where you received a discount for paying in advance, the refund is worked out at the full single-session price for the sessions already used.

Wellbeing apps (Tend, Break the Cycle and Anchor)

• Monthly and yearly card subscriptions: you can cancel at any time and you won’t be charged again. Premium stays open until the end of the period you have already paid for. Part-used periods are not refunded.
• Naira payments: these are one-off payments for one month or one year, and they don’t renew automatically.
• 14-day right to cancel: you can cancel within 14 days of buying and get a full refund, as long as Premium has not yet been unlocked. Premium is digital content, so once it has been unlocked on your device the 14-day right to cancel ends, as explained before you pay.
• Problems with a payment: if you are charged twice, charged the wrong amount, or Premium doesn’t unlock and we can’t fix it, you will receive a full refund.

Books

My books are sold by Amazon, so Amazon’s own returns and refund policy applies.

How to ask for a refund

Email [email protected] with your name, the date, the amount and how you paid (card or Naira). I aim to reply within 2 working days.

Approved refunds are paid back to the card or account you paid with, through the same payment provider (Stripe or Flutterwave). Refunds are usually processed within 5 working days, and your bank may take a few more days to show them.

Questions or complaints

If you’re unhappy with a decision about a refund, please email me and I will look at it again. This policy doesn’t affect your statutory rights.

Last updated October 2026.