Our Cancellation Policy

A note on why this Policy exists…

We know a cancellation policy can feel firm, and we do not apply it lightly. It exists to protect the sustainability of the practice and to respect the time our practitioners set aside for you.

A reserved appointment that goes unused at short notice cannot usually be offered to someone else who needed it. We are always willing to talk through any concern you have about this policy, and our aim throughout is to be fair to you and to us.

Our 48-Hour Notice Period

Your appointment is a time reserved exclusively for you. When an appointment is cancelled at short notice, we are rarely able to offer that time to someone else, which is why a clear notice period matters.

More than 48 hours’ notice

You may cancel or reschedule free of charge. Any fee already paid will be refunded or, if you prefer, held against a future appointment.

Less than 48 hours’ notice

The full appointment fee is payable. If you have paid in advance, the fee is not refunded. If you have not yet paid, the fee will be charged.

Appointments booked within 48 hours

If you book an appointment less than 48 hours in advance and then cancel it, the full fee is payable.

This single notice period applies to every service we offer, whether your appointment is in person or online.

How to Cancel or Reschedule

To cancel or reschedule, please contact the practitioner you are booked with as early as you can, using the contact details they have given you, or through our online booking system where available.

The notice period is counted from the time we receive your message to the time of your appointment. We recommend cancelling as early as possible, as appointments can sometimes be offered to others on a waiting list.

Late Arrival

Your appointment will always finish at the scheduled time, so that the next client is not kept waiting. If you arrive late, we will do our best to see you for the remaining time, but the session cannot be extended and the full fee remains payable.

If you are more than 15 minutes late and we have not heard from you, we may treat the appointment as a missed appointment cancelled without notice, and the full fee will be payable.

If We Need to Cancel

Very occasionally, we may need to cancel or rearrange your appointment, for example due to illness or circumstances beyond our control. If this happens, we will give you as much notice as we possibly can, and you will not be charged. Any fee you have paid in advance will be refunded in full, or moved to a new appointment if you prefer.

If we are significantly delayed in starting your appointment through circumstances on our side, you may choose to cancel it and receive a full refund.

Exceptional Circumstances

We understand that life sometimes makes the 48-hour notice period impossible, through a genuine emergency, sudden illness, or other exceptional circumstance. If this happens, please tell us as soon as you are able. We will consider the situation with care and may, at our discretion, waive the cancellation fee. We aim to be fair, and we ask the same of you.

Session Bundles

Where you have purchased a bundle of sessions in advance, the same 48-hour notice period applies to each appointment booked from that bundle. A session cancelled with less than 48 hours’ notice will be counted as used. Bundles are valid for 12 months from the date of the first booking, are non-refundable, and cannot be transferred to another person.

Appointments Where Care Cannot Safely Proceed

For the safety and effectiveness of our work, there are limited circumstances in which an appointment may not be able to go ahead and the fee will remain payable. These include attending while under the influence of alcohol or non-prescribed drugs to a degree that prevents safe or meaningful work, or behaviour towards a practitioner that is threatening or abusive. We will always treat these situations with care and discretion, and the relevant detail is set out in our Terms and Conditions of Business.