---
title: "Booking, cancellation and rescheduling policy"
description: "How a booking is confirmed, how far ahead you can reschedule free of charge, and what happens if you are late or miss a session. Prepayment and payment methods."
url: https://manasiway.com/en/cancellation/
lang: en
updated: 2026-09-27
tokens: 1027
---

# Booking, cancellation and rescheduling policy

A booking is confirmed by prepayment, and you can reschedule or cancel a session without losing your payment if you let me know at least 24 hours before it starts.

[Book a consultation](https://manasiway.com/en/booking/#services)

## The Russian version prevails

This English translation is provided for information only. The legally binding document is the Russian version; if the two differ, the Russian version prevails.

## How it works

1. A booking is confirmed by prepayment: online sessions are prepaid in full at booking; for an in-person session in Almaty you pay 10,000 tenge when you book and the rest on the day of the session.
2. You can reschedule or cancel a session without losing your payment if you let me know at least 24 hours before it starts. A rescheduled session can be moved to any free slot.
3. If you cancel less than 24 hours before the session, or do not turn up, the payment is not refunded: for an online session, the full amount; for an in-person session, the 10,000 tenge deposit.
4. If I reschedule a session, you choose between a new time and a full refund.
5. Being late does not extend the session: we finish at the agreed time. If you are more than 20 minutes late without letting me know, the session counts as missed.
6. Payment methods: Kaspi (including Kaspi Red instalments), bank card, bank transfer.
7. If you paid for a package and end it early, I refund the amount you paid minus the sessions already held, charged at the price of a single session.

If you feel very bad right now and are having thoughts of harming yourself, don't wait for an appointment. In Kazakhstan: [112](tel:112) or [103](tel:103) for emergency help, and [1303](tel:1303), a free round-the-clock psychological helpline (Almaty). If you are abroad, call your local emergency number — 112 across the EU; US: 911 or 988 · UK: 999 or 112.

**Working rules and safety**

A short set of rules the work is built on. They are the same for every format and do not change from session to session.

- Sessions are held in Russian. If you are not sure your Russian is enough for a conversation about personal matters, message me before paying.
- What is said in our sessions stays between us. The exceptions are a direct threat to life (yours or someone else's) and cases where the law requires disclosure; I explain these limits at the first meeting.
- I am a psychologist, not a doctor: I do not make medical diagnoses and do not prescribe medication. If I see that you need a doctor, I say so plainly and help you find your bearings.
- The work depends on honesty: when you tell me about your health and any medication you take, say it as it is. Before we start, I will ask about the health and medication details that matter for your safety. If this is hard to talk about, tell me — we will discuss what I need to know and why.
- Come to the session sober. If a person arrives intoxicated, the session does not take place and the payment for that day is not returned.

## See also

- [Prices and payment](https://manasiway.com/en/prices/) — prices and rescheduling rules
- [Contacts](https://manasiway.com/en/contacts/) — how to get in touch and book
- [Privacy policy](https://manasiway.com/en/privacy/) — what data is collected
- [Terms of service (public offer)](https://manasiway.com/en/offer/) — the terms on which services are provided

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HTML version: https://manasiway.com/en/cancellation/ · Booking: https://manasiway.com/en/booking/ · WhatsApp: https://wa.me/77025360139 · Telegram: https://t.me/Lyudmila_manasiway