Cancellation Policy
Bookings cancelled before your booking has been confirmed will not be charged.
If you cancel more than 24 hours before your appointment, you will receive a full refund.
For cancellations made between 24 to 12 hours before a confirmed appointment, 50% of the booking cost will be charged. Cancellations made within 12 hours of the appointment will incur a charge of 100% of the booking cost.
We provide a 15-minute grace period for both customers and therapists from the start of the treatment to accommodate unforeseen delays. If you are delayed for more than 15 minutes, your therapist may adjust the treatments where possible, but it is at their discretion whether they can stay longer than the scheduled end time and you will be charged 100% of the booking cost. If the client support team or your therapist is unable to reach you, your therapist will need to leave after the grace period, and you will be charged 100% of the booking cost.
If we are able to successfully reschedule the booking with the same therapist, you will not be charged an additional fee unless otherwise agreed. However, it is at the discretion of the therapist to reschedule the booking, and the rescheduling would need to take place in the following 2 weeks.