• 02380 639747 | 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.

To Our Wonderful Clients,We have really loved welcoming you all back to the studio over the last few weeks and really appreciate you bearing with us as we've had to update our policies and implement changes in our operations due to COVID-19.

As I am sure you can appreciate, lost revenue from late cancellations and missed appointments can have such a huge impact on a business and we are feeling this now more than ever.

All clients are requested to pre-pay and pre-screen 48 hours prior to their appointment, therefore, we have amended our cancellation policy to reflect this.

Please be aware:

Contact us to rearrange your appointment up to 2 days prior and receive a full refund 


Contact us to rearrange your appointment within the 2 day window and receive a 50% refund


If you fail to contact us to rearrange your appointment and are in non attendance, 100% deposit retained to compensate the therapist and business for their time


Thank you for your understanding, we are taking every care we can to assure everyone is safe and can enjoy their treatments. Best wishes,The Management Team


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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If you have any trouble finding what you need, please call on 02380 639747 and we will be able to help you.

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