Cancellation policy
Last updated: 21 June 2026
We try to keep this fair to both customers and therapists. The headline: cancel or reschedule any time up to 24 hours before your appointment for a full refund. Inside the 24-hour window the booking is non-refundable so the therapist’s time isn’t wasted.
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 swond03@googlemail.com — 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).
- Cancelfor 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. Stripe 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-booking packages
When a session paid for with a package credit is cancelled in time (outside the 24-hour window), the credit returns to your package — you don’t lose the session, you just rebook it.
Inside the 24-hour window, the credit is consumed (the therapist’s time was held). You can still rebook future sessions from the package as normal.
Packages themselves are non-refundable once activated. They expire after the period shown at purchase — unused credits after expiry are forfeit.
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 swond03@googlemail.com and we’ll look at it case-by-case.