Cancellation policy

The 24-hour rule

Bookings can be cancelled or rescheduled free of charge up to 24 hours before the appointment start time. The 24-hour cut-off is checked at the moment you click Cancel — not the moment you load the page.

Inside the 24-hour window, online cancellation is disabled. If you can’t make it, please contact us anyway by emailing our contact form — we can’t refund the session but we’d rather know than expect you.

How to cancel

Every booking confirmation email contains a link to manage the booking. From there you can:

• Reschedule to another available slot with the same therapist for the same treatment (no price change).
• Cancel for a full refund (card bookings) or a cancellation confirmation only (cash bookings — no money was taken).

If you’ve lost the email, use the contact form and we can resend it.

Refunds

Refunds for card payments are processed immediately to the original card. Our payment provider usually settles them within 5–10 business days; the exact timing depends on your bank. You’ll see a cancellation confirmation email straight away.

Cash bookings (created by the receptionist) have nothing to refund — the cancellation email is the only follow-up.

Block bookings

Block bookings are arranged in person with your therapist — usually after a first appointment, once we know what you actually need. They are a set number of sessions, and one session covers one appointment with any of our therapists.

When an appointment paid for with a session is cancelled in time (outside the 24-hour window), the session returns to your block — you don’t lose it, you just rebook.

Inside the 24-hour window the session is used up, because the therapist’s time was held for you. Any remaining sessions are unaffected.

Blocks expire after the period shown when you buy one, and unused sessions after that date are forfeit. If your circumstances change before then — you move away, or an injury stops you using them — talk to us: we can refund sessions you haven’t used, at the price you paid for them.

Exceptions

If we have to cancel an appointment (therapist illness, premises issue, etc.) we’ll contact you straight away, refund the full amount, and offer to reschedule. We don’t apply the 24-hour rule to cancellations we initiate.

For genuine emergencies inside the 24-hour window, email our contact form and we’ll look at it case-by-case.