Last updated: 22/07/2026
At Heaven’s Touch Therapy, we understand that plans can change. This policy explains how cancellations, rearrangements and refunds are handled across our appointments, classes, packages and other services.
By making a booking with us, you agree to the terms of this policy.
We require at least 24 hours notice if you need to cancel or rearrange an appointment.
Where sufficient notice is provided, we will normally be happy to rearrange your appointment or, where applicable, issue a refund in accordance with the terms of your booking.
Cancellations or rearrangement requests made with less than the required notice may result in the full appointment fee being charged or retained.
Where a client does not attend an appointment without providing notice (“non-attendance” or “no-show”), the full appointment fee may be charged.
If you arrive late for an appointment, your appointment may still need to finish at the originally scheduled time so that we can remain fair to other clients and maintain our schedule.
As a result, the time available for your appointment may be reduced. The full appointment fee may still apply.
If you are significantly late, we may need to treat the appointment as a cancellation or non-attendance.
For group classes, including Pilates classes, bookings are generally non-refundable once the booking has been confirmed, except where required by law or where we agree otherwise.
Where possible, we may allow you to transfer your place to another suitable class, subject to availability and any applicable booking conditions.
If you are unable to attend a class, please provide as much notice as possible.
Where you have purchased a package of sessions, the sessions must generally be used within the timeframe communicated to you at the time of purchase.
Unused sessions may expire after the applicable package period.
Where a session within a package is cancelled with insufficient notice or is not attended, the session may be treated as used.
We may consider extensions in exceptional circumstances at our discretion.
Cancellation terms for corporate bookings, group events, workshops and other bespoke services may vary depending on the nature of the booking.
The cancellation and payment terms applicable to these services will be communicated to you at the time of booking or included in a separate agreement or booking confirmation.
Where a booking involves venue hire, staffing, preparation, travel, equipment or other costs incurred specifically for the booking, these may be taken into account when determining any cancellation charges or refund.
On occasion, we may need to cancel or rearrange an appointment, class, event or other service due to circumstances including illness, practitioner availability, venue issues, technical problems or other circumstances outside our reasonable control.
Where we cancel a service, we will aim to provide as much notice as reasonably possible and, where appropriate, offer an alternative date or arrangement.
Where a service is cancelled by us and an alternative arrangement is not suitable or possible, we will provide any refund due in accordance with applicable law and the circumstances of the booking.
Nothing in this policy is intended to limit or affect your statutory rights as a consumer.
Where a refund is due, we will normally issue it using the original payment method used for the booking or purchase, unless otherwise agreed or required by law.
Refunds will be processed within a reasonable period after the refund has been agreed.
We understand that unexpected circumstances can arise.
If you are unable to attend due to exceptional circumstances, please contact us as soon as possible.
We may consider requests on a case-by-case basis. Any decision to waive a cancellation charge or make an exception to this policy will be at our discretion unless otherwise required by law.
To cancel or rearrange an appointment, please contact us as soon as possible using the contact details provided in your booking confirmation or through our usual contact channels.
The time at which we receive your cancellation or rearrangement request will be used when determining whether the required notice period has been met.
We may update this Cancellation and Booking Policy from time to time.
The most current version will be published on our website. Any changes will apply to bookings made after the updated policy has been published, unless otherwise stated.
If you have any questions about this policy, please contact:
Heaven’s Touch Therapy
Email: info@heavenstouchtherapy.co.uk
Website: www.heavenstouchtherapy.co.uk