1. Notice period
We ask for at least 48 hours' notice to cancel or reschedule an appointment. This allows us to offer the slot to another patient.
2. Deposits
- Deposits are taken at the time of booking via Fresha and are non-refundable if an appointment is cancelled or rescheduled with less than 48 hours' notice, or if the patient does not attend.
- Where 48 hours' notice or more is given, deposits can be transferred to a new appointment within 60 days, or refunded on request.
3. Treatment sessions
If you have already paid for a single session in full and cancel within the notice period above, the full amount will be refunded to your original payment method, normally within 5–10 working days.
4. Memberships and packages
- Membership packages (e.g. our 2 follow-ups for £100 plan) are sold at a reduced rate as a bundle.
- Unused sessions can be refunded within 14 days of purchase if no sessions in the package have been used.
- After a session has been used, the remaining session may be refunded at our standard single-session rate, with the discount removed.
- Sessions in a package must be used within the period stated at booking. Unused sessions outside this period cannot be refunded.
5. Clinic-led cancellations
If we need to cancel or reschedule your appointment, we will contact you as soon as possible and offer the next suitable slot. Where this is not workable, you will be refunded in full.
6. How to request a refund
Please email info@stoneosteopaths.co.uk with your name, appointment date and reason for the request. We aim to respond within two working days.
7. Statutory rights
Nothing in this policy affects your statutory rights as a consumer under UK law.