Booking & Cancellation Policy

Last updated: 26 August 2026

I like to keep things simple. These terms explain how bookings, payments, cancellations and appointments work at The Recovery Bay.

Booking

Appointments are arranged via WhatsApp, Instagram or the website contact form. I'll confirm your treatment, session length, price, date and time directly. Your appointment is confirmed once you receive confirmation from me.

Payment

New clients are asked to pay in full in advance to secure their first appointment. Once you're an established client, payment is due on the day of your appointment.

Payment is by bank transfer. Please use your name as the payment reference so I can match it to your booking.

Block bookings & loyalty rewards

I offer 5-session and 10-session block bookings, plus a stamped loyalty card for regular clients. These are shown in the Packages & Loyalty section of the website.

Block bookings (5 or 10 × 60-minute treatments) are paid in full, upfront, at the time of booking the block.
The reward attached to a block (£30 off your next 60-minute treatment for a 5-session block, or a free 60-minute treatment for a 10-session block) is separate from the sessions you've paid for. It's applied to a treatment booked after you've used the sessions in your block.
Each session within a block is treated as a normal appointment for cancellation purposes, see Cancellations & no-shows below.
Sessions in a block, and the reward attached to them, should be used within 12 months of purchase. I'll always try to be flexible if something gets in the way, just get in touch.
Block bookings are personal to you and aren't transferable to someone else unless we've agreed that in advance.
If you have unused sessions remaining and want to stop, or if I'm ever unable to continue providing your treatments, you'll be refunded for any sessions you haven't used.

The loyalty card works differently: no payment upfront, just a stamp for each 60-minute treatment you book. After 10 stamps, you'll receive £20 credit towards your next appointment. If your card is lost, let me know and I'll help however I can, though previous stamps can't be restored.

Cancellations & no-shows

I understand that plans sometimes change. If you need to cancel or rearrange your appointment:

24 hours' notice or more: No charge. Any payment already made can be transferred to a new appointment or refunded.
Less than 24 hours' notice: 50% of the treatment fee is payable. If you've already paid in full, the remaining 50% can be transferred to a new appointment or refunded.
No-show: The full treatment fee is payable.

Emergencies and exceptional circumstances will always be considered.

If you're unwell, particularly with something contagious, please let me know rather than attending. I'd much rather rearrange your appointment than have you push through when you're unwell. The cancellation policy will normally still apply, although genuine emergencies and exceptional circumstances will always be considered.

If I need to cancel

If I need to cancel or rearrange your appointment due to illness or unforeseen circumstances, I'll let you know as soon as possible and offer an alternative appointment.

If you've already paid and we can't find a suitable alternative, you'll receive a full refund.

Arriving for your appointment

Please arrive on time rather than early, as I may be with another client or preparing between appointments.

If you arrive late, your session may need to finish at the original booked time so that the next client's appointment isn't affected. The full treatment fee will still apply.

Mobile & clinic appointments

Appointment locations and availability will be confirmed at the time of booking.

Health & suitability for treatment

Please let me know about any relevant medical conditions, injuries, pregnancy or changes to your health that could affect your treatment.

There may be times when treatment needs to be adapted, postponed or isn't appropriate. This can include certain illnesses or infections, open wounds or skin conditions, suspected blood clots, some recent injuries, or medical conditions where further advice or clearance may be needed.

Pregnancy doesn't automatically mean you can't be treated, but your treatment may need to be adapted.

If you're unsure whether something may affect your treatment, please get in touch before your appointment.

Under-18 clients

For clients under 18, a parent or guardian must provide consent and be present for the appointment.

Prices

Prices may change from time to time. The price confirmed when you book will always be the price you pay for that appointment.

Changes to this policy

This policy may be updated as The Recovery Bay develops. The version in place at the time of your booking will apply to your appointment.