Cancellation and refund policy

24 HOUR CANCELLATION POLICY FOR APPOINTMENTS

Your appointments are very important to the team members at The suite. Your appointment is reserved especially for you and, while we understand that sometimes schedules adjustments are necessary, we respectfully request at least 24 hours’ notice for cancellations.

Please understand that when you forget or cancel your appointment without giving enough notice, we miss the opportunity to fill that appointment time, and clients on our waiting list miss the opportunity to receive services. We will confirm your appointment with you 48 hours (via text) in advance. 

CANCELLATION FEES

Since the services are reserved for you personally, a cancellation fee will apply if you fail to give at least 24 hours’ notice that you will not be able to make your appointment.

– Less than 24 hours’ notice will result in a charge equal to 50% of the reserved service amount.

– ‘No shows’ will be charged 50% of the reserved service amount.  

The cancellation policy gives us the time to inform our standby guests of any availability and keeps our team members’ schedules filled.  Our aim is to provide you with an excellent level of service and our policies help us to achieve this.  Thank you for viewing and supporting our policies criteria.

APPOINTMENT CONFIRMATION TEXT

As a courtesy, we will confirm your appointment by (48 hours prior to your appointment date).

Thank you for your understanding,
The suite 

REFUND POLICY – SERVICES

Our treatments are carried out by a qualified therapist. If you have had a treatment that you are unsatisfied with please bring it to the attention of the therapist and follow the complaints procedure (detailed below) We will look into your concerns immediately and try to resolve the matter as quickly as possible.

COMPLAINTS PROCEDURE

It is our objective to ensure that every client is delighted with the services that they receive at The suite.

However, we recognise that on occasions things can go wrong. If this does happen we will try to ensure we put things right at the earliest opportunity. This procedure advises how to bring things to our attention if you are not happy about the service that you have received.

We will ensure that all complaints are followed through, documented and when appropriate action is taken to prevent a recurrence.

The quickest and most effective way of resolving any problem is to bring it to our attention immediately. Please raise your concern with the The suite. We will listen carefully to your concerns and do what they can to correct any problems.

All complaints need to be documented in writing via email at info@thesuitebath.co.uk.

Please provide as much detail as possible, including details of your treatment, date and time of your appointment and your exact complaint.

Your complaint will be assessed and we aim to get back to you within 48 hours of receiving your complaint in writing. 

Refunds will only be considered within 7 days of treatment/purchase. 

We reserve the right to refuse to redo or refund a service that we deem to have been carried out to a satisfactory level and in accordance with industry standards and procedures.

Please note, we have some self employed staff. These members have to right to refuse refunds and the self employed member decides on appropriate action for each case. 

Thank you for your understanding, 
The suite