Cancellation &
Refund Policy

A 50% deposit is required when an appointment is booked.

The deposit is deducted from the total price of the appointment. The remaining balance is payable by card on the day of treatment.

If you need to change your appointment, please provide more than 24 hours' notice.

Where sufficient notice is given, your deposit may be transferred to another appointment.

A booking may normally be transferred once. Further changes may require a new deposit.

If you cancel less than 24 hours before the scheduled appointment, the deposit will normally be retained because the appointment time may be difficult to refill at short notice.

Any amount retained remains subject to applicable consumer law and will not exceed what is lawful and reasonable in the circumstances.

The outstanding balance of the appointment will not normally be charged for a late cancellation.

If you fail to attend an appointment without cancelling:

• The deposit will normally be lost
• You will not normally be charged the remaining balance
• A new deposit will be required for another appointment

Repeated non-attendance may result in future bookings being refused.

I understand that genuine emergencies happen.

Where you cannot attend because of exceptional circumstances, I may agree to transfer the deposit, reschedule the appointment or make another appropriate exception.

These situations will be considered on a case-by-case basis.

Previous booking history may be considered where there is a pattern of missed appointments, late cancellations or repeated rescheduling.

If you are unwell before your appointment, please contact me as soon as possible.

Depending on the circumstances, it may be safer or more appropriate to postpone treatment.

Where illness amounts to an exceptional circumstance, I may agree to transfer the appointment or deposit at my discretion.

If you arrive late, the appointment will still finish at the originally scheduled finishing time.

This is necessary to avoid delaying later clients. The full treatment price remains payable.

If you arrive too late for safe or meaningful treatment to take place, the appointment may be treated as a late cancellation or non-attendance.

An appointment may be ended immediately because of:

• Inappropriate behaviour
• Sexual comments or behaviour
• Harassment
• Aggression
• Threatening conduct
• Intoxication
• Serious breach of professional boundaries

Amounts already paid may be retained to the extent that this is lawful and reasonable. Future treatment may also be refused.

Where a refund is due or has been agreed, I will arrange it as soon as reasonably practicable.

Refunds will normally be returned to the original payment method.

Stripe and other payment systems may take additional time to return funds after a refund has been submitted.

No administration charge will be deducted from a refund that you are legally entitled to receive or from a refund caused by Atlantic Massage & Health cancelling the appointment.

Bookings completed online or otherwise at a distance may be subject to statutory cancellation rights under UK consumer law.

Where those rights apply, they take priority over the standard 24-hour cancellation provisions in this policy.

Nothing in this policy is intended to remove or restrict a statutory right to cancel or receive a refund.

The purpose of the deposit and cancellation rules is to protect appointment time that has been reserved specifically for a client.

They are not intended to operate as a penalty.

Any cancellation amount retained will be subject to UK consumer law and will only be retained where lawful and reasonable.

Treatment packages are not currently offered as part of the standard service.

If packages are introduced in the future, their price, number of treatments, expiry date, cancellation terms and refund terms will be stated when they are offered.

Where gift vouchers are offered, the applicable expiry date will be stated when the voucher is issued.

Subject to statutory consumer rights and any specific terms stated at purchase, vouchers are not normally refundable, transferable or exchangeable for cash.

To cancel, reschedule or discuss a refund, contact:

Please include your name, the date and time of your appointment, and whether you wish to cancel or reschedule.