Booking and Cancellation Policy

This policy is applicable to all bookings  and all clients regardless and is to protect everyone.

It applies to cancellations , reschedules pre-paid and voucher appointments.

At Nourish Holistic Therapy we work hard to ensure the health, safety and satisfaction for all our clients and also strive to accommodate clients to ensure their bookings can be taken according to their availability. This often means that we have clients awaiting appointments.

The preparation that goes into each appointment as well as in to making access to us and our service, quick and convenient for our clients and to ensure your safety and comfort is quite extensive and when an appointment is either missed or cancelled without the required 48 hours notice, as  self-employed people, this has an adverse effect on us, the business and other clients as it can be very difficult to fill a missed booking at such short notice for clients waiting and, also, as we’re working we cannot take time to advertise on social media or contact people with such short notice. This is why we ask for a fair 48 hours.

Not only does it leave us with no earnings for the duration of the missed appointment and the preparation of it, it actually costs us from our own pockets as the business rent, utilities and all the other overheads, including the booking system charges we have to pay to give you the convenience of booking online , which are quite high, still need paying regardless of whether the appointment is attended or not.

Missed appointments without the required notice can cost us as much as £30 a time out of our pocket so please bear this in mind.

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As such it is important for everyone, you, me and all my clients, that we ensure booked appointments are attended as much as possible, However, we do recognise that things can happen and that you may need to cancel or change your appointment, so this policy in place to be fair to all our clients and us as missed appointments do have an adverse effect on all of us.

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If you’re more than 15 minutes late for your appointment, your treatment may be refused and you will be charged as a No Show - it is really important you make contact with us if you’re running late.

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We are sympathetic to your circumstances, but please remember we are a small business and if appointments are rescheduled late or not attended we don’t get paid.

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While we recognise things can happen last minute, sometimes clients have known they cannot make their appointment within the agreed cancellation 48 hours, the booking system sends out email reminders at 72 hours and 48 hours and a text message at 48 hours, all of which also costs us to send, prior to the appointment so please ensure we have your correct email address and also that you allow fresha as a recognised email so to avoid these going in to your junk file.

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We’re truly blessed that most of our clients are very respectful of our policies and it will not affect many of you, however, unfortunately we still have to update these changes for the few, and as a small business late cancellations and no shows have a big impact.

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Online bookings through Fresha

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When you book through the online booking system you will be asked to agree to the cancellation policy and enter your card details to confirm your appointment (in the same way you would for booking a hotel for instance). You WILL NOT be charged on your card and the system is a secure system and PCI compliant so your details are safe. You will then pay for your treatment at the end of the appointment in the usual way.
 

If you should cancel this appointment without the required 48 hours notice you will be charged 70% of the value of the appointment. This covers our charges and overheads only but still does not fully cover loss of earnings nor what it costs us for the client to cancel or reschedule as mentioned above. However we feel we are being fair.

*under some circumstances we may waive the cancellation fee if you re-book within a week of the original appointment. If you subsequently cancel the rescheduled appointment you will be charged in full and pay for the full value of the appointment.

If you do not show up for the appointment you will be charged in full.

This protects not just us and the business but all our clients who are in need of our services.

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For all bookings placed by contacting us (not via the online system)

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• We will book you on to the system and it will send you a message to input your card details (you will not be charged you pay on the day)

• Should no card confirmation be received by 48 hrs prior to appointment (or within one hour of booking if the booking is made with less than 48 hours to the appointment).you will be asked by the booking system to confirm with card details again. In the event no card confirmation is received within these time frames ahead of the appointment we reserve the right to cancel the appointment and offer it to other clients.
  *Under some circumstances we may waive the cancellation fee if you re-book within a week of the original appointment. If you subsequently cancel the rescheduled appointment you will be charged in full and pay for the full value of the appointment.

• Should two or more appointments be missed or cancelled without the required 48 hrs notice, further appointments will need to be paid for, in full, at time of booking.

All payments up front can be made either by Bank Transfer, or by card either in person or remotely.

Appointments paid for in full in advance will include a Non-Refundable  deposit of 70% of the appointment value. Any cancelled appointments that have been paid for in advance will have the 70% non refundable deposit element deducted before any payment is returned. This applies to any cancellation whether it be before or within the 48 hours notice.

Cancellation of Voucher Appointments

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Should you book and have a voucher as payment the 48 hour cancellation policy remains.

Should the appointment not be attended the voucher will become null and void.

We would like to thank you for your understanding and co-operation in keeping our appointment attendance good which allows us to serve you, my clients better and more efficiently.