Our Cancellation or ‘No Shows’ Policy
You are very important to us. We hold your appointments just for you and ask that if you must cancel or reschedule an appointment.
If you need to cancel your appointment, please call us at 0116 262 1118, 0116 253 0057. This way, our team will be able to adjust their schedules accordingly and we may be able to accommodate clients on our waiting list.
Last minute cancellations or ‘no shows’ will be charged a cancellation fee each time.
We understand that unanticipated events happen occasionally in everyone’s life. We are more than willing to cancel or reschedule your appointment if you do so in a reasonable amount of time. Appointments made within 24 hours are automatically subject to cancellation fees. In our desire to be effective and fair to all our clients and out of consideration for therapists’ time, we kindly request the courtesy of giving us the following notice of cancellation or rescheduling:
- 24 hours advance notice is required when cancelling an appointment. This allows the opportunity for someone else to schedule an appointment.
- If you provide us a cancellation notice less than 24 hours’ notice for appointment booked for one hour or less, 50% of the service price will be charged.
- If you provide us a cancellation notice less than 48 hours’ notice for 90 minutes, 2 hours, and group bookings, 50% of the service price will be charged.
- ‘No Shows ’: Anyone who either forgets or consciously chooses to forgo their appointment with no contact, will be considered a “No Show”. They will be charged the full amount for their “missed” appointment(s) and future service will be denied until payment is made.
As a courtesy, we do contact you to confirm the date and time of your appointment.
Please understand that it is your responsibility to remember your appointment dates and times in order to avoid missed appointments and cancellation fees. You are always welcome to call and double check any appointments if you’re unsure.
We do not have any private car parking available. There is only “Pay & Display Parking” available on main road and side roads. The parking tickets will be available from Pay & Display machines located in the main road and side roads. Out of respect and consideration for your therapist and other customers, please plan your visit at least 30 minutes before your scheduled appointment.
We suggest all clients arrive 5-10 minutes prior to your appointment time. This allows time to complete paperwork, and begin on time. Please note that therapists are only permitted to work up to 5 minutes past your scheduled appointment end time. If you are late, your therapy time may be shortened in order to comply with office schedule.
The full treatment price is payable even on late arrival. Our time is valuable and by booking our therapist for a set time you have agreed to pay the fee for that time even if your treatment time is reduced by your late arrival.
The appointment times have been arranged specifically for you. If you arrive late your session may be shortened in order to accommodate others whose appointments follow yours.
If we are running late, we will always still give you the full duration of your booking.
Again, please remember that your appointments are reserved for you and only you.
We are not responsible for the safekeeping of clients lost personal belongings. Although every effort is made to contact customers should any lost property be found, we cannot guarantee the safe return of anything that may have been left in our centres and responsibility should be that of the client and not the therapist or any member of staff.
It is your choice to talk to your therapist or remain quiet throughout your session. Your therapist will follow your lead and mirror your decision. There are times that your therapist may need to speak to you to have you reposition, request feedback on pressure, or explain a finding.
All the therapists are professional. All the Ayurvedic and other beauty therapies, there will be no sexual contact or conduct at any time between any client and a therapist. Should a client behave in a manner that violates this professional boundary, the session will be ended, and the client will still be required to pay for the session in full; but will be asked to not come back.
We have a strict policy that our all the therapies are delivered only by the male therapist to male patients and female therapist to female patients and in separate rooms.
Any prepaid appointments that get cancelled within the required cancellation notice period (48 hours cancellation policy), will be refunded to the clients within 5-7 working days of business.
Gift Vouchers Policy
The gift vouchers/e-vouchers will contain a monetary value or treatment service. The gift vouchers can be redeemed at specified location only. The content of the gift voucher/e-voucher may be used as full or part payment against the cost of a service available at our clinic.
The gift voucher/e-voucher unique reference number will be required at the time of booking. The gift voucher/e-voucher must be handed to the receptionist for validation prior to the commencement of the treatment or service.
Please note that you are required to provide a valid gift voucher on arrival. If you fail to provide us with a valid gift voucher/e-voucher on your arrival, you are liable to pay for full treatment booked with us.
Cancellations received with less than 24 hours’ notice or failure to attend an appointment will be charged the full cost of the treatment. The gift voucher/e-voucher will, therefore, become void.
The gift vouchers are valid for 3 months from the date of purchase.
The value on the Gift voucher/e-voucher cannot be refunded or exchanged.
The Clinic takes it very seriously if a member of staff or team is treated in an abusive or violent way. The Clinic supports the government’s ‘Zero Tolerance’ which states that Clinic and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services a mutual respect between all the staff and patients has to be in place. All our staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances.
However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in you being removed from the Clinic list and, in extreme cases, the Police being contacted.
In order for the practice to maintain good relations with their patients the practice would like to ask all its patients to read and take note of the occasional types of behaviour that would be found unacceptable:
- Using bad language or swearing at practice staff
- Any physical violence towards any member of Team or other patients, such as pushing or shoving
- Verbal abuse towards the staff in any form including verbally insulting the staff
- Racial abuse and sexual harassment will not be tolerated within this practice
- Causing damage/stealing from the premises, staff or patients.
Our promise to you
On occasion, it may be necessary that we need to change your booking for some reason. We ask our staff to give us a minimum of 2 weeks’ notice when changing their shifts, so you can always expect to get this minimum notice on any changes to your appointment.
Sometimes, due to illness or unforeseen circumstances, we may need to change your appointment with less notice. These occasions are rare, yet our client cancellation policy protects you as well.
If we need to reschedule your appointment we will give you as much notice as we possibly can; you will be offered a treatment with another suitably qualified therapist on the same day.
Thank you for your understanding and cooperation.
These policies allow us the opportunity to ensure the smooth running of our clinic. We very much appreciate your business and adherence with our policies.