BOOKING, CANCELLATION AND REFUND POLICY
Effective date: 17 October 2026
Next review: 17 October 2027
BOOKING
Appointments may be booked through Cliniko, Treatwell or another offered method and are subject to availability and confirmation. Clients must provide accurate information relevant to safe treatment and update changes. Treatment is not offered to people under 18.
PAYMENT
Treatwell appointments are prepaid. Other appointments are normally paid on the day by cash or card through Square. Bank transfer may be accepted when specifically agreed. Optional prepaid treatment courses may be offered. The price and duration shown before booking form part of the booking information.
CANCELLING OR REARRANGING
At least 24 hours' notice is required. Notice may be given using the Cliniko link, email, telephone or SMS and must be received before the deadline. A cancellation within 24 hours or failure to attend may be charged at up to 50% of the booked session price. The charge is limited to a reasonable estimate of direct loss and may be reduced or waived if the appointment is filled, actual loss is lower, or genuine exceptional circumstances make a charge unfair.
LATE ARRIVAL
A late session may be shortened and the full booked price remains payable. If there is insufficient time to treat safely or appropriately, the appointment must be rearranged and no charge is made for that appointment.
IF STATERA CANCELS
The client may rearrange or receive a refund of any amount paid for the cancelled appointment.
PREPAID COURSES AND REFUNDS
Unused prepaid-course value does not expire and remains as credit on the original client's account. It cannot be transferred. The original client may request a refund of unused value. For a partly used discounted course, unused sessions are refunded at the discounted per-session rate. Approved refunds are initiated within five working days, normally to the original payment method; the provider may take another one to five working days.
REMOTE BOOKINGS
Nothing affects statutory consumer rights. If you book online or by telephone, you may have a statutory right to cancel within 14 days. If you ask for an appointment during that period, you expressly request that the service begins before the period ends. Once the appointment is fully provided, the cancellation right for that completed service may be lost. If performance has begun but is incomplete, a proportionate amount may be payable.
ONLINE BOOKING ACKNOWLEDGEMENT
Before confirming an online booking, clients must acknowledge the cancellation terms and, for appointments within 14 days, expressly request early service performance.
COMPLAINTS
Contact hello@stateratherapy.info. We aim to acknowledge complaints within 48 hours and provide a substantive response within five working days, or explain why more time is needed.