Cancellation and Rescheduling Policy
Mobile Massage Warwickshire
Effective from 19 October 2026 for new bookings where this policy is provided before confirmation.
Your booking
An enquiry is not a confirmed appointment. We confirm your appointment date, time, treatment, duration and price by message or email. Please read this policy before confirming. It does not retrospectively change an existing booking or reduce your statutory rights.
If you need to cancel or rearrange
Please contact us as soon as possible by calling or texting 07480 707717, through WhatsApp, or by emailing Cristina@mobilemassagewarwickshire.co.uk. Include your name and appointment details. We will acknowledge your request; a valid notice is not delayed just because we have not yet replied.
- At least 24 hours before your appointment: you can cancel without a cancellation charge. Any payment for the cancelled treatment will be refunded. Rearranging is subject to availability.
- Less than 24 hours before your appointment: a reasonable cancellation charge may apply, but only where this policy formed part of your booking agreement. It will not exceed the agreed treatment price or our actual unrecovered loss, whichever is lower.
- If you are unavailable or access cannot be provided: please contact us promptly. The same limits apply to any charge for a missed appointment.
We will take reasonable steps to reduce any loss, including trying to fill the appointment. Costs saved and replacement booking income will be taken into account. We will explain any charge and will not charge twice for the same loss. Please tell us about illness or an emergency so we can consider the circumstances.
If we or your therapist need to cancel
We reserve the right to cancel or rearrange an appointment where illness, an emergency or circumstances genuinely beyond our reasonable control prevent us from providing the agreed service. We will notify you promptly, explore suitable alternatives and refund any payment if no alternative is agreed. Your statutory rights remain unaffected.
Where possible, we will offer a suitable replacement therapist or an alternative date. You do not have to accept a replacement or rescheduled appointment. If the original appointment cannot go ahead and you do not accept an alternative, there is no cancellation charge and any payment for the cancelled treatment will be refunded in full.
These arrangements do not give us an unrestricted right to cancel a confirmed booking or exclude responsibility for failing to meet our obligations. If you believe you have suffered a loss because of a cancellation, contact us with the details so we can assess it in accordance with your legal rights.
Refunds
Refunds will be made without undue delay and within 14 days of cancellation, using the original payment method unless you agree otherwise. No refund fee applies. If you paid the therapist directly, contact us so we can help coordinate the refund with them. This does not limit your rights against the party responsible.
Your statutory cancellation rights
Where a statutory 14 day cancellation period applies to a booking made online, by telephone, by message or away from business premises, those rights take priority over the charges above. You can exercise that right by a clear statement through the contact details above.
Where applicable, starting treatment during that period requires your express request. If you then cancel after treatment has started, you may only be charged a lawful proportionate amount for the service supplied. The statutory cancellation right is lost on full performance only where the required express consent and acknowledgement have been obtained. Nothing here limits rights relating to an unsatisfactory service.
Questions or concerns
Contact us using the details above if you wish to discuss a cancellation, refund or charge. We will review the booking and your concerns fairly. You remain free to exercise your consumer rights and share an honest review.