As a counsellor, it is better to avoid cancelling appointments on a client's behalf, even if the client asks you to cancel the appointment.

Instead, inform the client that they can easily cancel their own appointments in their Helpspace account. 

Why Clients Should Cancel Their Own Appointments

Important: It makes a difference which party initiates the cancellation.

If a therapist cancels an appointment, the client automatically receives a full refund, assuming they have already been charged. In other words, if the therapist cancels an appointment, a full refund is always processed.

If a client cancels an appointment in their Helpspace account with more than 48 hours before the session start-time, the client's payment method will not be charged. However, if the client cancels less than 48 hours before the session start-time, the session will be charged in full. 

As a Therapist, When Should I Use My Helpspace Calendar to Cancel?

Please reserve this option for when you need to cancel (e.g. emergencies, illness, etc.). 

In Summary

As a therapist, avoid cancelling an appointment on a client's behalf (i.e. on request), since Helpspace automatically applies a different refund policy depending on which party initiates the cancellation. 

This automation is intended to reduce admin time for all concerned (e.g. processing refunds manually, emailing clients, etc.).