Refund Policy
Refunds, Cancellations & Advance Payments
At Keizo Massage, we aim to offer a professional, respectful and flexible service. We understand that plans can change, and this policy is designed to be fair to both clients and the therapist.
Cancellations & Rescheduling
If you need to cancel or reschedule your appointment, please let us know as soon as possible. This helps us offer the appointment to another client and manage availability effectively.
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With more than 24 hours’ notice, appointments can be rescheduled at no additional charge.
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Where less notice is given, cancellations will be considered on a case-by-case basis.
Refunds
Massage therapy is an in-person service and, once a session has taken place, refunds are not usually available, except where required under UK consumer law.
If you are unhappy with your treatment, please contact us within 48 hours of your appointment so we can discuss your concerns and work towards a fair resolution.
Pre-Paid Sessions
Pre-payment is offered as a convenient option and does not remove your right to flexibility.
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Pre-paid sessions may be refunded if cancelled with more than 24 hours’ notice.
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Alternatively, pre-paid sessions can be rescheduled without charge.
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Cancellations with less than 24 hours’ notice may not be refundable, but will be considered on a case-by-case basis.
Gift Vouchers
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Gift vouchers are non-refundable.
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Vouchers may be transferred to another person with prior agreement.
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Vouchers are valid for 6 months from the date of issue, unless stated otherwise.
Right to Refuse or Discontinue Treatment
Keizo Massage reserves the right to refuse or discontinue treatment where it is not safe or appropriate to proceed (for example, due to a medical concern, inappropriate behaviour, or breach of terms). In such cases, any refund or credit will be considered fairly and on a case-by-case basis.
If you have any questions about this policy or would like clarification, please feel free to get in touch via the contact form below.