Cancellation and Refund Policy

1. Appointment Cancellation Policy

We kindly request that you provide adequate notice if you need to cancel an appointment. This allows us to offer the slot to other patients who may be waiting for treatment.

Cancellations can be made by calling our clinic directly, sending a WhatsApp message, or emailing us. We recommend calling during business hours for the quickest response.

2. Rescheduling Appointments

We encourage rescheduling rather than cancelling, as consistent treatment is important for optimal recovery. Our rescheduling policy is as follows:

• Appointments rescheduled with more than 24 hours notice are free of charge
• Rescheduling is subject to therapist availability and may need to be booked for a different day or time
• We allow up to two rescheduling requests per appointment. After that, the standard cancellation policy applies
• Rescheduled appointments should be within the same treatment week where possible to maintain treatment continuity

3. Late Arrivals

We understand that delays can sometimes occur. However, to respect the scheduled time for all patients:

• If you arrive late, your session may be shortened to avoid disrupting subsequent appointments. The full session fee will still apply.
• If you are more than 15 minutes late without prior notice, the appointment may be treated as a no-show.
• Please call us if you are running late so we can advise you accordingly and adjust the schedule where possible.

4. No-Shows

A "no-show" occurs when a patient fails to attend a scheduled appointment without providing any prior notice. In such cases:

• The full session fee will be charged for the missed appointment
• For prepaid packages, one session will be deducted from the remaining balance
• Repeated no-shows (three or more) may result in a requirement to prepay for future appointments

5. Refund Policy

Individual Sessions

Refunds for individual session payments are handled as follows:

• Payments for services already rendered are non-refundable
• Advance payments for sessions cancelled within the free cancellation window (24+ hours) will be refunded in full or credited to your account for future use
• Refunds will be processed within 7-10 business days using the original payment method

Product Purchases

For products purchased through our clinic or online shop:

• Unused and unopened products may be returned within 7 days of purchase for a full refund
• Products must be in their original packaging and in resaleable condition
• Opened or used products cannot be returned for hygiene and safety reasons
• Defective products will be replaced or refunded at our discretion

6. Treatment Package Cancellations

If you have purchased a treatment package and wish to cancel:

• Treatment packages are valid for 3 months from the date of purchase unless otherwise specified
• Packages are non-transferable to other individuals
• Expired packages cannot be refunded, but an extension may be granted at the clinic's discretion

7. Exceptional Circumstances

We understand that unforeseen circumstances can arise. In the following situations, cancellation fees may be waived at our discretion:

• Medical emergencies (documentation may be requested)
• Severe weather conditions that make travel unsafe
• Bereavement or family emergency
• Road closures or major transport disruptions beyond your control

Please contact us as soon as possible to discuss your situation. Each case will be reviewed individually and with compassion.

8. Cancellations by the Clinic

In rare circumstances, we may need to cancel or reschedule your appointment. This may occur due to:

• Practitioner illness or unavailability
• Equipment failure or clinic maintenance issues
• Unforeseen emergencies

If we need to cancel your appointment, we will:

• Notify you as soon as possible
• Offer you an alternative appointment at the earliest convenience
• Provide a full refund if an alternative appointment is not suitable