Cancellation & Refund Policy
Cancellation Rights
You may cancel an Appointment at any time on giving 48 hours’ notice.
You may cancel any Appointment at any time by going to your Login>Customer Login>Account, choosing “Appointments” and then selecting “Edit (Pencil Icon)>Cancel”. If your cancellation is successful, you will receive an email from us to that effect and see an on-screen message confirming the cancellation; if you do not receive the cancellation email and see the on-screen message then you must either try again or Contact Us. You will receive a full refund within 15days (same card you used during booking) if you cancel an Appointment up to 48 hours before the scheduled start time of the relevant Appointment.
You will be charged if you cancel an Appointment on less than 48 hours’ notice. If you cancel an Appointment within forty-eight (48) hours of the scheduled start time of the relevant Appointment you will be required to pay the full charges for the Appointment.
You accept that we are not responsible and will accept no liability for any costs, expenses, or losses that you suffer as a result of your failure to properly cancel any Appointment with 48 or more hours’ notice.
Problems with the Services
Please see our FAQs section on our website for further information about What if I arrive late to an Appointment? What if I miss an Appointment? and What happens if my Appointment is disrupted?.
You will be required to pay the Appointment Charge where you are at fault. In circumstances where a Late Arrival or Missed Appointment is due to your action or omission, you will not be entitled to any refund or credit of the cost of the relevant Appointment and you will be required to pay the Appointment Charge and no refund will be given.
Disruptions. In the event that we determine that your Appointment is a Disrupted Appointment, we will terminate the relevant Appointment and enable you to reschedule the Appointment. You may be entitled to a Credit or Refund (at our sole discretion and subject to Circumstances where we are not at fault). If we determine that the Disrupted Appointment occurred due to your action or omission, we will not be obliged to refund or credit the cost of the Disrupted Appointment.
Credit or Refund. Subject to the paragraph below (Circumstances where we are not at fault), we will either issue a refund or issue a non-transferable credit to your Account in respect of the charge for the Missed Appointment or Disrupted Appointment (as applicable).
Circumstances where we are not at fault. You understand and accept that will not provide credits or refunds in circumstances where we are not at fault, such as in the following circumstances (which is NOT AN EXHAUSTIVE LIST but an indication only):
- If we determine that a Missed Appointment or Disrupted Appointment is due to your actions or omissions and not ours.
Our Right to Terminate for your Breach
Our right to terminate. We may end the contract between us, terminating your right to use the Platform or the Services, if:
- you do not make any payment to us when it is due, as required by these Terms; or
- in the other circumstances set out in Termination and Consequences.
You must compensate us if you break the contract. If we end the contract in the situations set out in the circumstances above, we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
Complaints
In the event of a complaint, please refer to our FAQs section for our relevant processes.