Cancellation Policy

Cancellation Notice

We request that clients provide at least 12 hours’ notice for any cancellations or rescheduling of appointments. Failure to provide sufficient notice may result in a cancellation fee.

Cancellation Fee

Clients who cancel their appointments with less than 12 hours’ notice will be liable to pay 80% of the full cost of the scheduled treatment. This fee helps us compensate for the time and resources allocated for your appointment.

Rescheduling

We understand that unforeseen circumstances may arise, and we will do our best to accommodate rescheduling requests made after the 12-hour notice period. However, rescheduling is subject to our discretion and availability.

No Show Policy

In the event of a no-show or if the client is not present when we arrive for a scheduled appointment, we will wait for a maximum of 10 minutes. After this grace period, the full fee for the scheduled treatment will be charged.

Please understand that if a client arrives late for their appointment, the treatment may need to be shortened to accommodate our schedule and ensure timely service for subsequent clients. We appreciate your understanding and cooperation in this matter.

Multi-Treatment Packages

For clients who have purchased multi-treatment packages, late cancellations or no-shows will be treated as follows:

• Cancellation Fee: The cancellation fee will be deducted from the remaining treatments in the package, and the client will be required to pay the balance.
• No-Show: If a client fails to attend or be home for a scheduled appointment within the package, the missed treatment will be counted as “Treatment Delivered,” and no refund or credit will be provided.

Exceptions

Exceptions to our cancellation policy may be made in extenuating circumstances, such as emergencies or sudden illness. We kindly ask that clients communicate any such circumstances with us as soon as possible.

If WE have to cancel

While we strive to uphold all scheduled appointments, there may be occasions where Ivan or Cathy need to cancel an appointment due to unforeseen circumstances such as therapist unavailability or emergencies. In such cases, the following policy applies:

• Therapist Substitution: If one therapist is unavailable, we may offer the option for another available therapist to deliver the scheduled treatment. For example, if Cathy is unavailable but Ivan is available, and the client is comfortable with it, Ivan will provide the treatment, and vice versa. We will always strive to ensure continuity of care and maintain the quality of service.
• Rescheduling or Refund: If a client prefers not to proceed with a therapist substitution or if it is not feasible, we will offer to reschedule the appointment at a convenient time or provide a full refund of the appointment cost.

We apologize for any inconvenience caused by such cancellations and appreciate your understanding and cooperation in such circumstances. Our priority is to ensure the best possible experience for our clients while maintaining the highest standards of service.

Contact Us

If you need to cancel or reschedule your appointment, please contact us at least 12 hours in advance. For any questions or concerns regarding our cancellation policy, feel free to reach out to us.