• 02380 639 747 | 81 Bedford Place, Southampton SO15 2DF
southampton-massage

Cancellation Policy : NEW POLICY: Please Read

 

We are very busy and often have waiting lists for appointments, so please act with consideration of giving us much notice as possible should you need to change your booking, thank you.

 

Our Policy

Once a booking has been made by you, the customer, it is a contract between you, the customer, and us at YOU Massage Therapy, that the appointment will be attended and paid for.

We understand that on occasion you will be required to re-arrange pre-booked appointments for any number of reasons, as long as this is made clear 24 hours prior to any morning (before 12pm) appointments, or by 11am on the same day then no charge will occur.

If, however, you cancel a morning (before 12pm) appointment with less than 24 hours notice, or an afternoon or evening appointment after 11am the same day; a charge will incur of £15 to cover the cost of the therapist's pay and our loss of earnings.

In the case of a NO SHOW (fail to attend a pre-booked appointment) you agree to pay 100% of the appointment fee (unless the appointment is rescheduled and paid for in advance - whereby a £15 fee will be charged)

Late cancellations and ‘no-shows’ disrupt the conscientious and prompt service we aspire to provide to all, we are very busy here and there will always have been someone who could have been fitted in to missed appointment slots, which is why, at a courtesy to other guests and to staff, these charges exist. We are also required to pay our therapists' wages, if they are expecting a client, no-shows and late cancellations cost the business money every time.

 

Late arrival

If you arrive late for your appointment, we will do our best to still give you the full appointment time. This won't always be possible because of other bookings and at the end of the day, but if you know you will be late please ring ahead and we will do what we can for you.

Full treatment price is payable even on late arrival. Our time is valuable and by booking our Therapist for a set time you have agreed to pay the fee for that time even if your treatment time is reduced by your late arrival.

If we are running late, we will always still give you the full duration of your booking. If you are unable to stay any later to complete the duration, your price will be adjusted and any missed treatment time will be added to your next session free of charge.

 

Our promise to you

On occasion, it may be necessary that we need to change your booking for some reason. We ask our staff to give us a minimum of 2 weeks notice when changing their shifts so you can always expect to get this minimum notice on any changes to your appointment.

Sometimes, due to illness or unforeseen circumstances, we may need to change your appointment with less notice. These occasions are rare, yet our client cancellation policy protects you as well.

If WE need to change your appointment we will give you as much notice as we possibly can; you will be offered a treatment with another suitably qualified therapist on the same day.

If we ask you to change your appointment with less than 24 hours notice, or if we are unable to offer you a suitable appointment on the same day, or if we need to move your appointment to another day because of our circumstances, you are welcome to an additional 15 minutes of treatment time (worth at least £10) or 10% off your treatment, whichever is preferable by way of compensation.

 

Thank you for your understanding and cooperation

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