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Appointment Policy

Cancellation, No Show and Late Arrival Policy

Our goal is to provide quality customer service to all our clients in a timely manner. No-shows, late arrivals, and late cancellations inconvenience our staff and other clients. Please be aware of our policy regarding appointment expectations.

Appointment Cancellation

We know your time is valuable, and ours is too. Out of respect for our staff and our other clients, we request at least 24 hours’ notice if you need to cancel your appointment.

Our Policy:

  • A cancellation is considered late when the appointment is cancelled less than 24 hours before the appointed time.
  • A no-show is when a client misses an appointment without cancelling.
  • Any no-show or cancellation or reschedule made less than 24 hours will result in a cancellation fee. The amount will depend on the treatment /services booked.  Any services with a full price of £50 or under must be paid in full.  For any service more than £50, the cancellation fee will equal 50% of the reserved services price.
  • We require a credit or debit card to hold your appointment. Client credit card details are stored securely in our system for bookings. Cancellation fees will be charged to your card on file.
  • Any deposit taken for a treatment, usually for online bookings, will be deducted from the cancellation fee.

Lateness to Appointments

We encourage clients to arrive in good time for appointments to benefit from the full appointment time and to enable us to provide the full treatment and experience as needed.

Clients who arrive late to their appointments will be required to pay in full for the treatment time allocated. 

Appointment Communications

To help ensure clients have the information they need to attend their appointment, a confirmation email is sent to the client when a booking is made.  The client is responsible for updating their contact details with the clinic.

An updated confirmation email will be sent to the client if an appointment is rescheduled to a different date.

Email and SMS reminder notifications

An email reminder is sent 48 hours before the appointment, followed by an SMS text reminder 24 hours before the appointment.

How to Cancel Your Appointment 

If you need to cancel your appointment, please either:

  • Call us at 01384 824039 during business hours. Please leave a voicemail if not answered, and we will return your call as soon as possible.