Cancellation Policy – Santavia Headspa

We understand that life happens and you may need to cancel or reschedule your appointment. To help us manage our schedule effectively and respect the time of our clients and staff, please read our cancellation policy carefully.

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Cancellations & Rescheduling

• We kindly ask that you notify us at least 72 hours in advance if you need to cancel or reschedule. This allows us to offer your slot to another client.

• Reschdules can be made with 72+ hours notice before your appointment via your online account on the Santavia website. 

• Rescheduled appointments must be taken within the same calendar month or within 30 days of the original appointment date—whichever offers more flexibility.

• If you must cancel on the date of your appointment for any reason out of your control, you would be required to pay a rescheduling fee to reduce the cost of the loss of appointment.

• If you are unable to attend due to a medical reason, please contact us and provide proof from a GP or medical professional. Upon receipt, we may reschedule for a later date at no extra charge or if your GP or medical professional advises you will not be suitable for your appointment for the unforeseeable future, we may offer a full refund however, we would require proof that you are not going to be suitable for treatment for atleast 18 months. 

• If a booking is made manually by one of our admin team on your behalf and remains unpaid upon booking, the booking will be cancelled after 72 hours of non-payment. 

• If for any reason, we deem you unfit for treatment e.g under the influence or alcohol or if you attend our clinic and become abrupt or disrespectful with any of our staff members or other clients for any reason, we have the right to refuse treatment and full appointment cost will be lost. 

Late Cancellations

• Cancellations made within 48 hours of your appointment will incur a 50% charge of the total treatment cost.

• Cancellations made less than 24 hours before your appointment will incur a 100% charge, unless an exemption is granted under exceptional circumstances (e.g., medical emergencies, with proof). This is at our discretion.

• Clients who arrive but are unable to receive treatment due to non-compliance with our health, safety, or service policies will not be eligible for a refund but can pay a rescheduling fee. (1 Hour treatment- £20.00, 1.5HR treatment - £30.00 & 2HR treatment- £40.00). 

No-Shows 

• Clients who do not attend their appointment without prior notice will forfeit the full cost of the session. A new appointment can only be booked with full payment.

Late Arrivals

• Please aim to arrive on time. If you are more than 10 minutes late, we may not be able to complete the full treatment as originally scheduled. You will still be charged for the full session.

• If your lateness significantly disrupts the schedule, we reserve the right to refuse service and consider the appointment a late cancellation.

Promotions & Discount Codes

• During promotional periods, coupon codes must be applied at checkout to receive the discount.

• If a code is not applied at the time of booking, we cannot retroactively apply discounts under any circumstances—including user error or technical issues.

• Discount codes are only valid during active promotions and cannot be transferred or extended unless stated otherwise.

• If no discounts or promotional offers are in place, we kindly ask that you do not request a discounted treatment. We have made our prices competitive & good value to ensure that we are a fair priced business compared to other headspa clinics. We offer multiple headspa options to ensure affordability to everyone. 

Emergencies & Unforeseen Circumstances

• We understand that unforeseen events occur. In case of an emergency, please contact us directly at 0113 418 2823 as soon as possible.

• We may waive cancellation fees under genuinely unavoidable circumstances at our sole discretion.

• We do not offer refunds for missed appointments due to travel delays, weather disruptions, or public transport issues unless these are classed as emergency conditions by local authorities. Please plan your journey accordingly.

Group Bookings & Multi-Treatment Sessions

• For group or multiple treatment bookings, we require a minimum of 7 days' notice for cancellations or changes. Failure to provide adequate notice may result in the forfeiture of the full amount paid.

Attending Your Appointment

• Due to the relaxing and personal nature of our treatments, we kindly ask that clients attend appointments alone unless prior arrangements have been made. Children and additional guests are not permitted in the treatment area to ensure a peaceful environment for all.

Health & Medical Disclosure

• By booking with us, you confirm that you have disclosed all relevant medical conditions, allergies, or sensitivities prior to treatment. We reserve the right to refuse service if we believe the treatment may not be safe or suitable.

Thank you for choosing Santavia. As a small business, we appreciate your understanding and cooperation. This policy helps us maintain fairness, efficiency, and a high-quality experience for all of our clients and staff members.