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Cancellation Policy

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.

  • Cancellations made more than 72 hours before your appointment are eligible for a voucher code to be used on a future date. This voucher must be used within 30 days of issue unless otherwise agreed.

  • You may also choose to reschedule your appointment. 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 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 offer a full refund if your GP or medical professional advises you will not be suitable for your appointment for the unforeseeable or we may reschedule for a later date at no extra charge.

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.

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.

  • 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 or reschedule.

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.

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.

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