Please note that once you have booked a session(s) or appointment(s) with us it means that we have reserved time in our schedule exclusively for you. It may also mean we have booked and paid for facilities in advance which may be non-refundable to us. Your booking may also have prevented another individual from participating. We endeavour to always be fair and reasonable about cancellations and hope that we can resolve matters mutually.
Policy for block booked session (more than 1 session booked in advance), for either 1:1s or group sessions.
If you have paid for a block of sessions (e.g. a 6 week swim block) we will not be able to provide refunds in the event that you cannot attend one or more of the sessions you have pre-paid for.
Policy for a one-off session for 1:1.
If you cancel your session or appointment less than four days (96 hours) before it is scheduled to take place, you will still be required to pay the full amount. To avoid being charged for a session or appointment, please notify us at least 96 hours prior to your session or appointment. If we are able to fill the session with another participant then we will offer a refund for the individual session(s) missed minus any service charges incurred by us (see below re Stripe payments). If we cannot fill the session then you will still be liable for full or part payment of the session. Where payment was via Stripe we reserve the right to deduct any service charges that we have incurred.
