Cancellation Policy

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24 HOUR CANCELLATION POLICY FOR APPOINTMENTS

Your appointments are very important to the team members at Retreat Clinic and, while we understand that sometimes adjustments to schedules are unavoidable, please be aware that we operate a 24 hour cancellation policy.  If you need to cancel or rearrange your appointment, you need to let us know at least 24 hours before the scheduled time.

Please understand that 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. We will confirm your appointment with you 48 hours in advance because we know how easy it is to forget an appointment you booked months ago.

CANCELLATION FEES

Unfortunately you will be liable to pay a a cancellation fee if you do not give at least 24 hours’ notice that you will not be able to make your appointment.

  • Less than 24 hours’ notice will result in a charge equal to 50% of the treatment price.
  • ‘No shows’ on the day will be charged 100% of the treatment price.
  • If you are on a pre-paid course of treatments, you will forfeit one of the treatments paid for if you do not give us 24 hours notice of non-attendance.
  • For appointments made within the 24 hour period, if you cannot make your appointment, please cancel within 4 hours of your appointment time.  Failure to do so will result in a charge equal to 50% of the reserved service amount.

We hope that you will understand that as we have a limited number of appointments and always try to accomodate all our clients at times that are convenient for them.  Our cancellation policy gives us the time to inform our standby clients of any availability and also keeps our team members’ schedules filled.  Our aim is to provide you with an excellent level of service and our policies help us to achieve this.

REFUND POLICY

Please note that we do not offer refunds on any treatments once taken.  If you change your mind about the purchase of any products within 14 days, we are happy to exchange it for another product or offer a credit note, subject to the product being unopened.

CHILD SUPERVISION IN RETREAT CLINIC

Retreat Clinic is a place to be pampered and relax.  Although children may enter the waiting area of the clinic, we respectfully ask that they are not brought into treatment rooms.  Our staff are unable to supervise children for health & safety and insurance reasons, so if you do need to bring children with you to your appointment, please ensure that they are supervised by another adult at all times.   Thank you for your understanding.

APPOINTMENT CONFIRMATION EMAIL & TEXT

As a courtesy, we will contact you and confirm your appointment by email (5 business days in advance) and by text (48 hours prior to your appointment date).  However, if we are unable to reach you, and can only leave a message, please understand that it is your responsibility to remember your appointment dates and times to avoid late arrivals, missed appointments and the cancellation fee.

Thank you for your understanding,

The Retreat Clinic Team

01784 776119

Retreat Clinic

61 London Road, Staines, Surrey, TW18 4BN
Mail: info@retreat-clinic.co.uk
Phone:01784 776119

Retreat Clinic customer parking at rear of building

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