We sell professional services, not physical goods, so "returns" work a little differently: this policy covers cancelling, rescheduling, and what happens when a session doesn't go as planned.
Cancelling or rescheduling: free with 24 hours' notice
You can cancel or reschedule any appointment free of charge with at least 24 hours' notice. Just reply to your confirmation text or email, or reach us through the booking page.
Late cancellations and no-shows
When you book, that time is reserved exclusively for you; our therapists plan their day and travel around it. Cancellations with less than 24 hours' notice, and no-shows, may be charged up to 50% of the service total.
A session we cannot perform on arrival is treated as a no-show: for example, when nobody answers the door within 15 minutes of the scheduled start, we cannot reach you, we cannot access the building, the premises are unsafe, or a client appears intoxicated, as described in our Client Conduct Policy.
Late starts
Session time starts as booked. If you are not ready at the scheduled time, we will do our best to give you the full session, but the hands-on time may be shortened so your therapist can reach the next client, and the full fee still applies.
Sessions ended early
If a therapist ends a session for conduct reasons under our Client Conduct Policy, the full fee is due and no refund is given. If a session is ended early for a health or safety reason that neither of us could have foreseen, we will charge only for the time delivered, or reschedule, whichever you prefer.
If we cancel
Occasionally we may need to cancel: therapist illness, an emergency, severe weather, or an unsafe situation on arrival that is not covered by our Client Conduct Policy. If we cancel your appointment, you choose: a full refund of anything you've paid, or a free reschedule to the next time that works for you. Travel fees you've paid for a session we cancel are refunded in full.
Unconfirmed requests
A booking request is not an appointment until we confirm it by text or email, usually within one business day. If we can't accommodate your request, nothing is charged and nothing is owed.
Satisfaction concerns
If something about your session fell short, we genuinely want to know. Reply to your booking confirmation email within 48 hours of your appointment and we will work with you to make it right, whether that's a follow-up conversation, a credit toward a future session, or a partial or full refund where appropriate. Refunds are at our discretion once a session has been delivered, and we will always explain our decision.
How refunds are issued
Approved refunds go back to your original payment method. Cash payments are refunded by arrangement. Please allow a few business days for card refunds to appear.
Related policies
See our Terms of Service for the full service agreement, and the Legal & Policies page for every policy in one place.
Contact
Questions about a cancellation or refund? Reach us through the booking page.
Last updated October 2026.