Cancellation & Rescheduling Policy

• Cancellations with less than 48 hours’ notice will incur a 50% cancellation fee.
• Cancellations with less than 24 hours’ notice, or missed appointments, will incur a 100% cancellation fee.
• These fees compensate for the lost opportunity to book your slot to another client.
• Have a membership, package or gift voucher? You can cancel free of charge at any notice. A package session goes back on your package and a voucher keeps its value. This includes a booking your package or voucher doesn’t pay for.
• If you hold one and miss an appointment, it’s settled this way: members pay the member price, a package loses that session, and a voucher has the session taken off as if it had been used.

How fees are collected: If you have not pre-paid, I will send you a payment link by SMS, WhatsApp, or email. Cancellation and no-show fees are payable within 7 days of your original appointment date. If a fee remains unpaid, any future booking will need to be settled in full at the time of booking — including the outstanding fee from your previous no-show or late cancellation. Repeated unpaid fees may also result in refusal of future bookings.

To keep things fair and unambiguous:

• Notice is considered given when your message reaches me during working hours (Mon–Sat, 8am–8pm). Messages sent outside working hours will be treated as received at the start of the next working day. Cancelling online with the link in your confirmation email counts from the moment you do it.
• Cancellation timing is measured from the appointment time as it stands when you cancel. If you’ve moved a booking, notice runs from the new time.
• A missed appointment means you do not attend and have not contacted me to cancel or reschedule before the scheduled start time of your session.
• Arriving late to your appointment is covered separately in my Terms and Conditions, section 2.4.

• I understand that genuine emergencies and illness can occur.
• If you’re feeling unwell or have an unavoidable emergency, please get in touch as soon as possible — ideally first thing in the morning.
• In these cases, I may waive the cancellation fee at my sole discretion.
• Decisions about emergency waivers are mine alone and not subject to appeal, although I’ll always try to be fair and reasonable.
• Your health and wellbeing are the priority.

• Rescheduling is free at any notice and is not treated as a cancellation.
• Move your booking yourself with the link in your confirmation email, or contact me directly via phone, SMS, WhatsApp, or email to rearrange — whatever’s easiest for you.
• Multiple convenient time slots are available to suit your schedule, including evenings and Saturdays.

Occasional cancellations are part of life and I don’t hold them against anyone. However, if a pattern emerges over time — for example, multiple short-notice cancellations or no-shows within a small number of bookings — I may:

• Require full pre-payment for all your future appointments;
• Decline to take further bookings.

Where this happens, I’ll always discuss the situation with you first.

In the rare event that I need to cancel your appointment — whether due to illness, premises issues, weather, or other events outside my reasonable control — I will:

• Contact you as soon as practicable;
• Offer to reschedule at a mutually convenient time;
• If you have pre-paid, credit the amount toward a rescheduled session, or — at your preference — refund it in full.

Please note that I am not liable for any other costs you may incur due to a cancellation on my end (such as travel costs). Your understanding and flexibility are greatly appreciated.

Nothing in this policy affects your statutory rights as a consumer under UK law, including those under the Consumer Rights Act 2015. If you believe a fee has been applied unfairly, please raise it with me through my complaints procedure — I’ll always try to resolve any concern directly and respectfully.