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Booking Terms & Cancellation Policy


Your appointments are very important to us.  When you make a booking, your appointment is reserved especially for you and, while we understand that sometimes scheduled adjustments are necessary, when you forget or cancel your appointment without giving enough notice, we miss the opportunity to fill that appointment time, and clients on our waiting list miss the opportunity to receive services.


Making a Booking


NEW CLIENTS & RETURNING CLIENTS* - A non-refundable booking fee of £10 per appointment will apply when you make your booking. The fee will be deducted from your treatment cost once the appointment is fulfilled. After booking, you will be sent a payment link by email or text. If payment isn’t made within 48 hours, your booking will be cancelled & the appointment slot will be available to others.


EXISTING CLIENTS - You will not be required to pay a booking fee.

FRESHA MARKETPLACE BOOKINGS - We require a 50% non-refundable booking fee for all appointments booked through fresha App/Fresha Marketplace.


Rescheduling a Booking


NEW CLIENTS/RETURNING CLIENTS* - You can move your booking at any time up to 48 hours before the appointment & your paid booking fee will automatically transfer to your rescheduled appointment. If the appointment is rescheduled less than 48 hours before the appointment is due to begin, this will result in forfeit of the booking fee & a new fee will be required for the rebooked appointment.


EXISTING CLIENTS - You can move your booking free of charge up to 48 hours before your original booking. For changes & rescheduling made less than 48 hours before the original appointment, a reschedule fee of £10 will be charged. You will need to pay the reschedule fee within 48 hours of receiving the payment link otherwise your rescheduled appointment may be cancelled.


In all cases, rescheduling an appointment with less than 48 hours notice can only be done once. If the appointment is rescheduled again, it will be classed as a cancelled appointment & our cancellation conditions will apply.


Cancelling an Appointment 


If you cancel a booking more than 48 hours before your appointment, your booking fee or reschedule fee will be held in credit on your account for 3 months & can be applied to any new booking made within 3 months. If you don’t make a new booking within 3 months, the booking fee or reschedule fee will be forfeited.  Alternatively, you can request a refund & the fee will be refunded.


If you cancel your booking less than 48 hours before the appointment, a cancellation fee of 50% of the total treatment cost will need to be paid this charge is in addition to the booking fee (if paid). Further appointments & online booking & will be disabled until the amount is paid. We reserve the right to charge 100% of the treatment cost if you cancel your appointment with less than 24 hours notice.


In all cases, if we are able to fill your cancelled appointment slot, you will not be charged the cancellation fee but your booking/reschedule fee may be forfeited.


Covid cancellations less than 48 hours before your appointment 


We will continue to waive all cancellation charges if you have Covid but we reserve the right to ask for evidence of positive test otherwise the cancellation fee may be charged.  If you have paid a booking fee, this will not be refunded but will be transferred to your rescheduled appointment when you have recovered.


If you have been in close contact with someone who has Covid but you do not have symptoms & you have a negative test on the morning of your appointment, you are welcome to attend your appointment & we may ask you to wear a mask.  If you choose to cancel, the normal cancellation charges will apply.


Please contact us as soon as you have or suspect that you have Covid so that we can discuss your options.


Multiple bookings taken together/Group Bookings/Bookings over £50 value


If you make a booking for more than one treatment or more than one person (all taken in a single appointment) we reserve the right to ask for a booking fee of £10 per treatment booked & our cancellation & reschedule policy will apply. The booking fee will be deducted from the total cost at the end of the appointment.

If your booking/s total more that £50 we require a Booking Fee of 50% of the treatment value.

Failure to Arrive


If you fail to arrive for your appointment, your booking fee will be forfeited & the full cost of the missed appointment will be due. You will be unable to make any future bookings until the full cost is paid.


Late Arrival


If you are more than 10 minutes late for your appointment your treatment time will be shortened but the full cost of the treatment will be charged. Some treatments cannot be shortened so we may have to reschedule your service if it cannot be completed in the remaining time frame. All attempts to reschedule in a timely manner will be made. 


Please call us as soon as you realise that you will be late so that we can advise you whether we can still fulfil the appointment or if we will have to reschedule you. 


We reserve the right to charge you a reschedule fee in these circumstances.


We understand that there will always be exceptional circumstances where you are unable to give more than 48 hours notice.  We will continue to be reasonable & understanding & we will always use our discretion so if you have any questions or wish to discuss your appointment, please call us in confidence.

Thank you for your understanding & cooperation 


Karen Aris, Stephanie Dean & Charlotte Maycock


* A returning client is someone who has not made a booking or attended an appointment in the previous 6 months.



Copyright The Lodge (Therapy) Ltd 2022

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