CANCELLATION POLICY

Last updated: 9th December 2024

Rescheduling 

If you need to reschedule your session, please contact us as soon as possible at support@jennijohnson.co.uk so we can offer your appointment time to others.

  • There is no charge to reschedule if you provide more than 24 hours' notice

  • Requests to reschedule with less than 24 hours' notice will be treated as a Cancellation Without Notice and full payment will be retained for the session

  • In cases of genuine emergency, our standard rescheduling fees may be waived at our discretion

Late Arrivals 

We understand that sometimes things don't go as planned. However, to ensure fairness to all our clients and to manage our schedule effectively, we have the following policy for late arrivals:

  • If you know in advance that you will be late, please contact us as soon as possible. While we may not be able to extend your session, we can discuss the best way to proceed

  • If you arrive late for your session, we won't be able to extend past the allotted end time due to the scheduling of other clients and we will not be able to provide a refund for the lost time

Missed Appointments 

We understand that sometimes unforeseen circumstances can prevent you from attending your session. However, to ensure fairness to all our clients and to manage our schedule effectively, we have the following policy for missed appointments:

  • If you know in advance that you will be unable to make your appointment, please contact us as soon as possible so that we can agree the best way to proceed

  • If you arrive more than 15 minutes late for your session, we will consider it a Cancellation Without Notice, and full payment will be retained for the session

  • Repeated missed appointments may affect your ability to book future sessions

  • In cases of genuine emergency, our standard missed appointment fees may be waived at our discretion

Session Cancellation 

We understand that life isn't always plain sailing. If you need to cancel your session, please give us as much advance notice as possible of your cancellation so we can make the appointment available to other clients.

  • You may cancel a session without charge by providing at least 48 hours' notice and emailing us at support@jennijohnson.co.uk

  • If you provide less than 48 hours' notice of cancellation, we will consider it a Cancellation Without Notice and full payment will be retained for the session

  • In cases of genuine emergency, our standard cancellation fees may be waived at our discretion

If We Need to Cancel

If, for any reason, we are unable to deliver a session as agreed, we will provide you with as much notice as possible. We understand that your time is valuable and we will make every effort to minimise any inconvenience. In such cases:

  • We will contact you via email or phone as soon as we are aware of the need to cancel

  • We will offer you the option to reschedule your session at a time that is convenient for you

  • If rescheduling is not possible, we will provide a full refund for the session

  • We will prioritise rebooking your session to ensure you receive the earliest available appointment.

  • No cancellation or rescheduling fees will be charged for sessions that we need to cancel or reschedule