Cancellation / Rescheduling Policy

Effective Date: 2025
Company: Rehab & Heal Ltd., 16 Alma Vale Road, Bristol BS8 2HY, United Kingdom
Email: bookings@rehabandheal.com

At Rehab & Heal, all appointments reserve dedicated practitioner time and treatment-room capacity exclusively for you.
When appointments are cancelled with short notice or missed, this time cannot usually be filled, resulting in a direct financial loss to the business.
For this reason, we operate a strict cancellation and rescheduling policy, in line with UK consumer law (Consumer Rights Act 2015 & Consumer Contracts Regulations 2013).
By completing a booking, you confirm that you have read and agree to the terms below.

Section 1: Single Appointments

1. Rehab & Heal Ltd. requires a minimum of 48 hours notice to reschedule a single appointment.
2. If you provide at least 48 hours notice:
   • No refunds are available for appointments, whether paid in full or by deposit
   • You may reschedule your appointment
3. If you provide less than 48 hours notice:
   • No refund will be provided.
   • The appointment cannot be rescheduled because we are unlikely to fill the appointment on short notice.
4. Clients may reschedule any single appointment a maximum of two times.
5. If you arrive late for your appointment, we may not be able to extend your session time if we have subsequent appointments scheduled.
6. In cases of certain events, a refund or cancellation may be addressed on a case-by-case basis, but must be notified with a minimum of 72 hours notice. Please note that refunds are generally not available in these circumstances.

Section 2: Multi-Bookings

1. Multi-bookings (two or more appointments booked at once that are not packages) require either:
   • A non-refundable deposit of 50% of the total price, or
   • Full payment at the time of booking.
2. All payments must be made through our online booking system.
3. Multi-bookings are not eligible for cancellation or refund.
4. When a multi-booking is secured with a deposit, the remaining 50% balance will be automatically charged 48 hours before each scheduled appointment.
5. If the remaining balance cannot be charged for any reason (such as insufficient funds, expired card, or declined payment), the deposit will be forfeited, and the appointment slot will be released.
6. Multi-bookings can be rescheduled with a minimum of 48 hours notice.
7. There is no guarantee that suitable alternative slots will be available when rescheduling.
8. Clients may reschedule any appointment within a multi-booking a maximum of two times.
9. If less than 48 hours’ notice is given, the appointment cannot be rescheduled because we are unlikely to fill the appointment on short notice.

Section 3: Packages (Buy & Save)

1. Packages (5x, 6x, and 10x treatments) provide a discount on the final session and must be paid in full at the time of booking.
2. Packages are subject to a 14-day cooling-off period from the date of purchase, during which a refund may be requested.
3. If the first treatment takes place within the 14-day cooling-off period, the package becomes non-refundable immediately.
4. After the 14-day cooling-off period, packages are not eligible for cancellation or refund.
5. Individual sessions within a package can be rescheduled with a minimum of 48 hours notice, subject to availability.
6. Failure to attend an appointment or providing less than 48 hours notice will result in the loss of that session from your package.
7. Clients may reschedule any appointment within a package a maximum of two times.
8. There is no guarantee that suitable alternative slots will be available when rescheduling.
9. Package sessions must be used within 12 months from the date of purchase, after which any unused sessions will expire without refund.

Section 4: Deposits

1. All deposits (50% of the total price) are non-refundable except where required by law.
2. Deposits secure your booking and are applied toward the total cost of your service.
3. When a booking is secured with a deposit, the remaining 50% balance will be automatically charged 48 hours before the scheduled appointment.
4. If the remaining balance cannot be charged for any reason (such as insufficient funds, expired card, or declined payment), the deposit will be forfeited, and the appointment slot will be released for other clients to book.

Section 5: Practitioner Rescheduling

1. If Rehab & Heal Ltd. needs to reschedule your appointment due to unforeseen circumstances:
   • We will contact you as soon as possible.
   • We will offer to reschedule your appointment to another available time.
   • If rescheduling is not convenient for you, we will provide a full refund.

Section 6: Gift Cards

1. Gift Cards are valid for 1 year from the date of purchase.
2. Expired Gift Cards cannot be redeemed, extended, or refunded.
3. Gift Card appointments are subject to the same cancellation and rescheduling policies as outlined above.

Section 7: Force Majeure

1. Rehab & Heal Ltd. is not liable for any failure to perform our obligations if such failure is as a result of Acts of God, illness, or any other circumstance beyond our reasonable control.
2. In such circumstances, we will offer to reschedule your appointment to another available time. If rescheduling is not convenient for you, we will provide a full refund.

Section 8: Delivered Services

1. Once a service has been delivered, it is not eligible for a refund under any circumstances.
2. This includes but is not limited to situations where:
   • Results do not meet client expectations.
   • Results develop differently than anticipated.
   • The client changes their mind after treatment.
3. All treatments are performed to professional standards, but individual results may vary and cannot be guaranteed.
4. If you have concerns about your treatment, please discuss these with your practitioner during your session or at a follow-up appointment.# Rescheduling Policy

By proceeding with a booking, you acknowledge that you have read, understood, and agree to this Cancellation Policy.