BOOKING &
CANCELLATION POLICIES

THERAPIES
 

Booking online ​​

• Online booking is now available for all therapies.​

• Monthly offers are only available during the stated month. Should you choose a date when the offer is not valid, you will be required to pay the difference on arrival. We will contact you to confirm that you are able to do this.

• All appointments booked online are subject to review. You will be contacted if the appointment is no longer available, or if further details are required to ensure the right treatment has been booked. 

• When booking online, payment in full is required. The full amount will be refunded should you cancel your appointment in line with our 48 hours cancellation policy. Should you cancel with less than 48 hours notice, £10 of your payment will be taken as a cancellation fee. The remainder of your balance can be transferred to a new date or refunded.

• If we are unable to fulfill the appointment time you have booked online and a satisfactory alternative cannot be found, we will refund in full immediately.​

• eGift Cards and Gift Cards can be redeemed online using the coupon code on your eGift Card confirmation email or on the reverse of your Gift Card. If the value of your treatment exceeds the value of the eGift Card, you will be required to pay the difference at the time of booking. Example: If your eGift Card Value is £25 and your treatment value is £30, when booking online, your coupon will discount the treatment by £25, and £5 will be due to complete the booking online. 
• If you would like to make a booking enquiry outside of opening hours, or during times of extended closure e.g. seasonal holidays, and do not wish to book online, feel free to drop us a line at kat@my-serenity.co.uk, or message us through Facebook, where we will be able to check availability and take payment from you.

• When taking payments over the phone we use a secure virtual terminal provided by Square. We do not store your card details.

 

Booking By Phone

• A £10 deposit, or payment in full if you prefer, is taken at the time of booking to ensure your appointment is confirmed. A 48 hour cancellation policy applies to all appointments.

• Gift Certificates with a % discount cannot be used as a deposit. A £10 booking deposit will be required to confirm an appointment. The % discount will be calculated and the balance due on the day of your appointment.

• Bookings made with Gift Cards or eGift Cards that are cancelled with less than 48 hours notice, will result in the Certificate/eGift Card being deducted by £10 as a cancellation fee. 

• Deposits can be paid by cash/credit/debit card at the therapy space if you're already attending an appointment. Drop-in's are not available unless by prior arrangement. ​

• Telephone bookings will be confirmed immediately by taking the deposit payment by credit/debit card or advising of payment to be made by BACS within 48 hours.

• Serenity will donate £1.00 to our Pay it Forward Scheme when any full-price treatment is purchased. ​​

Monthly Offers and Promo Days Bookings​​ ​​

• A £10 deposit will be required at the time of booking for monthly offers and promo days to ensure your appointment is confirmed.

• Online booking is available for monthly offers but not promo day offers. If booking a monthly offer, you must adhere to the dates stated. Additional charges will apply should you choose a date that the offer is not valid. You will be contacted to confirm the details.

• A 48 hour cancellation policy applies to all appointments.

• Deposits can be paid by cash/credit/debit card at our therapy space if you're already attending an appointment. Drop-in's are not available unless by prior arrangement.

• Telephone bookings will be confirmed immediately by taking the deposit payment by credit/debit card or advising of payment to be made by BACS within 48 hours.

• If you wish, you can of course pay in full at the time of booking, eliminating the need to remember to bring your wallet, and you can just relax after your session. This can be done by booking online, calling us, emailing kat@my-serenity.co.uk or messaging us via Facebook to discuss the options available to you.

• No extra discounts can be given on promotional prices. A 48 hour cancellation policy applies. See below for cancellation policies. ​ ​

Last-Minute Bookings ​​​

• Where a late appointment has been advertised on Facebook or by email, payment is arranged at the discretion of management.

• No extra discounts will be given if booking a late appointment, other than those advertised.

CANCELLATION & REFUND POLICIES ​

Regardless of the type of appointment you're making with Serenity, deposits are fully refundable and transferable providing the relevant cancellation policy has been adhered to.​ See above for which cancellation policy applies. Conditions for each policy are in full below.

Illness Cancellation Policy

  • ​This policy applies to all appointments.

  • If you show any sign of cold or flu, vomiting or diarrhoea, we ask that you contact us before your appointment to cancel your session. Your deposit will be secure and will be transferred to a rescheduled appointment when you are fit and well. Having a massage can sometimes make existing symptoms worse. We would also like you to understand that if we become ill due to your presence during a period of illness, we have to cancel many clients and lose our ability to earn a living.

  • Should you contact us after your appointment has been missed, your deposit will be considered non-refundable and non-transferrable. It is therefore imperative that you let us know that you need to cancel.

  • If you have paid in full for a treatment and cancel before your appointment, the full amount will be kept secure for when rescheduling. Any discounts will be carried over to the new appointment.

48 hour Cancellation Policy ​

• This policy applies to regular-priced therapies, monthly offers, and promo days.

• If you cancel with at least 48 hours notice before your appointment time, we will be happy to refund your deposit in full or transfer it to another date that is more convenient for you.

• Cancellations made with less than 48 hours notice mean that any Gift Certificates or eGift Cards or deposits paid will, unfortunately, be non-refundable and non-transferable, at the discretion of management.

• If you have paid in full, for therapy cancellations made with at least 48 hours notice you will receive a full refund or transfer. If you have paid in full for a therapy, cancellations made with less than 48 hours notice, will receive a refund minus £10 non-refundable/transferable deposit, subject to discretion of the management. ​ ​

Non-Attendance Policy ​

• This policy applies to all therapies, offers, and last-minute deals.

• If you fail to attend an appointment, with no notice given, deposits paid will be lost and cannot be used for future sessions. No refunds will be given. Gift Cards and eGift Cards will be deducted by the current deposit amount of £10.

Your booking is for an allotted time. If you arrive late, your treatment time will be reduced. 
For treatments of 30-45 minutes duration, 15 minutes grace will be given should you arrive late and take the remainder of your appointment time, before your appointment is deemed a non-attendance. 

For treatments of 60 minutes duration or longer, 30 minutes grace will be given for you to arrive late and take the remainder of your appointment time, before your appointment is deemed a non-attendance.

We are unable to reschedule appointments missed, at the discretion of management.

If you are unavoidably late, we would greatly appreciate a call to let us know so that your therapist can be ready for you.

Date of last revision: Sunday, April 17th, 2022