Late arrival, cancellation and missed appointments
Time is the one thing we cannot make more of on the day. This sets out what happens when it slips, without any drama attached.
Applies to. Anyone with a booked appointment, class place or room booking.
Arriving late
Your appointment ends at the time it was booked to end. If you arrive late, we will use the time that remains rather than push into the next person's slot. Where a treatment cannot be safely shortened, the practitioner may decide it should be rescheduled instead. That is a clinical judgement, not a penalty. If we are running late, we tell you why and you keep your full time.
Grace period
Fifteen minutes, or half the booked duration if the appointment is shorter than thirty minutes. After that point the appointment is treated as missed and the practitioner is released to their next commitment.
Changing or cancelling
We ask for at least twenty four hours' notice, by phone, email or through the person you booked with. Give us that and there is nothing further to settle. Inside twenty four hours, a charge may apply. Where a charge applies, its amount is set by the individual practitioner and confirmed to you at the time of booking. It is never a surprise and it is never applied without being explained first.
Missed appointments
A missed appointment is one where no notice was given. The first is noted and nothing more. Repeated missed appointments may mean we ask for confirmation before holding future slots, or ask a practitioner to review the arrangement. We do this to protect the availability of the rooms, not to make a point.
When life happens
Illness, bereavement, a caring emergency, a child sent home from school, a broken down car, a mental health day that could not be predicted. Tell us and any charge will normally be waived. We would rather you told us the truth late than invented something on time. Discretion sits with the practitioner and it is exercised generously.
Access and neurodivergence
Time blindness, executive dysfunction and appointment anxiety are real and common, and they are not treated as bad behaviour here. If keeping appointments is genuinely hard for you, say so once and we will put something practical in place, such as a reminder the day before, a standing slot at the same time each week, or a quieter arrival time. Ask before it becomes a problem and it does not have to become one.
If we cancel
If we or a practitioner cancel, we tell you as soon as we know, offer the next available time, and nothing is charged. Where a practitioner has to cancel repeatedly, we will offer you an alternative practitioner if one is suitable and available.
If any of this needs explaining, ask.
51 Le Pollet, St Peter Port, Guernsey, GY1 1WQ