booking & cancellation policies

THERAPIES
 

Booking online ​​

• Online booking is now available for our regular-priced therapies.​

• 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, a £10 deposit is required before your request is submitted. Our standard 48 hour cancellation policy applies to this payment.​ If we are unable to fulfill the appointment time requested, you have the option for an immediate refund.​

• eGift Cards can be redeemed online using the coupon code on your eGift Card confirmation email. 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. Any remaining balance will be due on the day of your appointment. 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. 

• 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. Should you wish to make payment using an alternative method once you've contacted us to book, use the details below.

Paypal - make payments to kat@my-serenity.co.uk

Bank Transfer (BACS) - use sort code 40-47-64, account number 98792062, account name J Wills and use your name as a reference so we can allocate the funds to your account.

Your personal information is completely safe and managed by Paypal. Serenity does not store card details, so you may wish to create a Paypal account to have these stored for future appointments. However, you can pay as a guest, and no details will be kept by Paypal.
*** Please note that our checkout does not always offer the option of guest checkout with tablets, ipads, and mobile phones.  If you do not wish to sign up to Paypal and have no access to a compatible device, please call us. We can email you an invoice to pay online if you would rather not provide card details over the phone. Your security is extremely important to us, and your payment preferences are of the utmost importance to us.

• eGift Cards and Gift Certificates purchased from April 5th, 2021 can be redeemed online.

Regular Therapy Bookings ​​​

• 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 Certificates or eGift Cards that are cancelled with less than 48 hours notice, will result in the Certificate/eGift Card being deemed used. It cannot be redeemed at a future date.

• 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​​ ​​

• Where a treatment is on offer during a specific time period, any booking made online for that specific treatment will be reduced in price. The only exception is when an eGift Card or Gift Certificate is being used to book online. Our system, unfortunately, does not know when treatments are on offer. If your eGift Card or Gift Certificate value exceeds the offer price of a treatment, you may prefer to contact us to book, to ensure you do not pay more for your treatment than is required. If this does happen, we will adjust your eGift Card or Gift Certificate value to ensure you do not lose out.​

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

• 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 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.

Additional Covid-19 Cancellation Policy

  • ​This policy applies to all appointments.

  • If you show any sign of Covid-19 symptoms - these include fever, persistent dry cough, or change to your sense of taste and/or smell, 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.

  • We will only reschedule your appointment following a Covid-19 cancellation once you have a negative test result, or have self-isolated for 14 days and no longer show symptoms.

  • This policy applies if you have a member of your bubble that tests positive, even if you show no symptoms. It is possible to be positive for Covid-19 and be asymptomatic. 

  • 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 regular therapy cancellations made with at least 48 hours notice will receive a full refund or transfer. If you have paid in full for a regular 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, any and all deposits, balances, and vouchers will be deemed used. No refund will be given.

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: Monday, April 5th, 2021