Cancellations, rescheduling & refunds

How the deadlines work

Deadlines are measured from the actual appointment start time. Exactly 24 hours qualifies for a full refund; exactly 12 hours qualifies for a 50% refund. We use the time your request reaches our booking system or support inbox, not when a team member replies. Refund percentages apply to the amount you paid for that session.

Your free reschedule

Each booking includes one standard free reschedule, normally to an available appointment within 30 days after the original date. If your practitioner has no available appointments in that period, you may choose a full refund.

If you later cancel a rescheduled booking, the refund is the lower of the percentage available when you first requested the change and the percentage available when you cancel the new appointment. For example, changing a booking 18 hours before it starts limits a later cancellation refund to 50%; canceling less than 12 hours before the new time is normally non-refundable. We will explain this before confirming your change. Changes caused by the practitioner or platform do not use your allowance or reduce your refund rights.

If your practitioner cancels or is late

If your practitioner cancels or asks to change the time, you may choose a full refund or a free reschedule. We will only substitute another practitioner with your agreement.

If your practitioner is late, you will still receive the full session length. If you cannot finish later, we will arrange the missing time or refund the part not provided. After 15 minutes without the practitioner joining, you may stop waiting and choose a full refund or a free reschedule.

If you are late or miss the appointment

Your practitioner will wait for 15 minutes from the scheduled start. If you arrive late, you can use the remaining time, but the session will normally end as scheduled to avoid delaying the next customer. If you have not joined or made contact after 15 minutes, the booking may be treated as a no-show.

Connection problems and emergencies

You will not lose your booking fee because of an incorrect meeting link, a platform setup error or a technical problem at the practitioner's end. If the session cannot begin, choose a full refund or a free reschedule. For interruptions, we will first offer to make up the missed time, or refund the part that cannot be provided.

If you have trouble connecting, contact us promptly so we can help. Sudden illness, family emergencies and widespread outages are reviewed individually. A single dropped connection does not automatically count as a no-show, and we will not ask for unrelated private information.

If the agreed service was not provided

Please tell us if you received the wrong service, the session was cut short or it did not take place. Contacting us within 48 hours helps us investigate, but this is not a deadline for automatically rejecting later complaints. We consider whether the agreed service was delivered separately from whether its advice met your expectations.

Which bookings this policy covers

This policy applies to new bookings confirmed after it is published. Existing bookings keep the terms agreed at confirmation. Our team handles cancellation, rescheduling and refund requests; clicking cancel does not automatically issue a refund. Products, naming services and other services without a scheduled appointment are not covered by this table.