We value your time, our time & the service that we provide. Unfortunately the services we offer are not like a physio/chiro/beautician where your appointment might only be 20 minutes – we block out 1.5hours for a 1hour float. So last minute cancellations cost us dearly if we are unable to re-fill the appointment. So in order to be able to afford to continue operating we must strictly enforce our cancellation policy.
We request that payments for all appointments are made at time of booking either over the phone or via our website or EFT. If this is not possible at time of booking, all appointments must be paid for a minimum of 48 hours prior to the appointment time. If a client has pre-paid & then needs to cancel, provided we have received adequate notice (24 hours) we will either refund them in full or transfer the payment to another date if they reschedule.
We ask that you provide us with as much notice as possible when cancelling, however a minimum of 24 hours notice for cancelling or rescheduling of appointments is necessary to avoid cancellation fees. We welcome you to send someone else along instead rather than incur a cancellation fee. For cancellations with less than 24 hours notice clients will be charged 80% of a normal appointment cost by way of a cancellation fee. For bookings with vouchers, please note cancellation fees will be deducted from the value of the voucher as per the above description where applicable. Where the booking is cancelled with less than 3 hours’ notice, or where a client is a no-show for the appointment, a cancellation fee of 100% of the full appointment cost will be charged.
Unfortunately many people who are not genuinely sick use this as a way to avoid cancellation fees simply because they’ve changed their mind or something has come up & their appointment is no longer convenient. Please understand that by canceling at the last minute, your problem or issue becomes ours.
If you think your circumstances require special consideration, please ask to speak to Trudi or Stuart.