What happens if I'm running late to my booking?

We understand that sometimes things happen and you may be delayed to your treatment. Try not to worry. You will be able to contact your therapist via our App to let them know of your delay.

You can also contact our dedicated Customer Service team who are on hand from 8am-10pm, so that they can alert your therapist.

The therapist will stay and give you as much of a treatment as possible, but please note that they may not be able to complete the full booking past your scheduled appointment time in the event of other bookings that they need to attend.

If you’re running extremely late and won’t be able to make your treatment, please contact our dedicated Customer Service team and we can look to reschedule your appointment.

PLEASE NOTE: As per our cancellation policy, you will be charged for the full cost of the treatment if you fail to attend your booking at the agreed Massage Appointment Time, or reschedule due to extreme lateness.

We understand that plans can change quickly, but our appointment cancellation policy is designed to protect the relationship between you and your therapist.


notice period of amendment or cancellation

refund amount

24 hours or more

100% of treatment price

up to 2 hours before treatment

70% of treatment price

within 2 hours

0% of treatment price

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