Cancellation policy

Last updated: 21 October 2026. Version 1.0

Cancellation Policy

This policy sets out how you can cancel an order for products, a pre-order, and an online psychology consultation. It is issued by Ivory World, Lda. ("IVORY", "we", "us"), NIPC 516 906 739, email care@ivory-therapy.com. One rule applies to each case and the other pages of the Store (FAQ, Shipping Policy) follow it.

A. Orders from the Store

  • Before dispatch: you can cancel your order free of charge at any time before it is dispatched. Email care@ivory-therapy.com with your order number. We confirm the cancellation by email.
  • Refund: we refund the full amount you paid, including delivery, to the original payment method within 14 days of your cancellation.
  • After dispatch: you can no longer cancel the order, but you can use your 14-day legal right of withdrawal and our 50-day return period. See our Refund Policy.
  • Session voucher: if you cancel an order before dispatch, the session voucher included with it is cancelled too, whether or not we have already emailed it.
  • Order changes: to change the size, colour or delivery address, email us before dispatch. If we cannot make the change, you can cancel the order under this section.

B. Pre-orders

  • Before dispatch: you can cancel a pre-order at any time before it is dispatched, for a full refund, by emailing care@ivory-therapy.com with your order number.
  • Delays: the estimated delivery date is shown on the product page and at checkout. If the estimated date is delayed by more than 30 days, we will inform you and you can cancel the pre-order for a full refund.
  • After dispatch: the Refund Policy applies.

C. Subscriptions

IVORY does not currently sell subscriptions.

D. Psychology consultations

From 1 November 2026, the psychology consultations will be provided by Ivory World, Lda. as a health establishment registered with the Portuguese Health Regulatory Authority (ERS). Until that date, IVORY does not operate as a clinic or health establishment: it only puts clients in touch with independent psychologists, who provide the sessions under their own professional responsibility.

The full Conditions are in Part II of our Terms. In case of any difference, Part II prevails. This section summarises the booking rules.

  • Reschedule or cancel up to 48 hours before: you can reschedule or cancel free of charge until 48 hours before the start of the session, using the link in your confirmation email or by emailing care@ivory-therapy.com. If you paid for the session, you choose a new date or a full refund. If you are using a session voucher, the voucher is kept.
  • Less than 48 hours before, and no-shows: if you cancel less than 48 hours before the session, or you do not attend, the session counts as held and is not refunded. A session voucher counts as used. The exception is documented force majeure, such as sudden illness, hospital admission or the death of a family member, which we assess case by case; we accept one such exception per 12 months.
  • Lateness: if you are late, the session ends at the planned time and the price does not change. If you have not joined 15 minutes after the start, it counts as a no-show. If your psychologist is late, the time is made up in the same session or, if that is not possible, you choose a new date or a full refund.
  • If we cancel or reschedule: we tell you as early as we can. You choose a new date or a full refund, at no cost. A session voucher stays valid.
  • Technical problems: if the session cannot take place, or is interrupted, because of a failure of the platform or on our side, we rebook it free of charge or refund it. If the problem is with your own device or connection, your psychologist tries to reconnect with you for 10 minutes. If this is not possible, the first occurrence is rebooked free of charge and later ones follow the rule for cancellations less than 48 hours before the session.
  • Refunds: refunds go to the original payment method within 14 days of our decision.
  • Right of withdrawal: under Portuguese consumer law (Decree-Law 24/2014), the 14-day withdrawal right for distance contracts does not apply to health care, so the cancellation rules above apply instead and are at least as favourable to you. Nothing in this policy limits any mandatory right you have as a consumer.

Session vouchers. Every item with a price above 0 euros that you buy, other than a Healing Giftcard, includes one session voucher for an individual online consultation at no additional cost, to be used by an adult aged 18 or over. This includes KIDS items and items paid for with a Healing Giftcard; buying a Healing Giftcard does not itself include a voucher. Free items and items with a value of 0 euros do not include a voucher.

  • Each person can use one included session for themselves. The others can be given to another adult.
  • If you return the item before its included session has taken place, that session is cancelled.
  • If you return the item after the session has taken place, the return is not affected and nothing is charged for the session.
  • The voucher does not expire. It covers an individual session only; a couples session is always paid. It cannot be exchanged for cash and cannot be resold. The terms are in Part II.

Not an emergency service. We do not provide emergency services or crisis intervention. If you or someone else is in immediate danger, call 112 (or your local emergency number). In Portugal you can also call SNS 24 on 808 24 24 24. Other countries are listed on our SOS page. The booking email address is not monitored continuously and must not be used in an emergency.

E. Contact and complaints

This policy is currently published in English only; Portuguese and Spanish versions will follow. Once a Portuguese version is published, it prevails in case of divergence, and information for consumers in Portugal is available in Portuguese (Law 24/96, Art. 7). The version in force when you place an order or make a booking applies to it.