Last updated: 11 July 2026
| Who this document applies to Client session bookings, packages and recurring bookings paid through Wellbeing Rooms, and Provider subscriptions or promotional services where stated. |
1. Platform role
Wellbeing Rooms administers marketplace bookings and payments. The independent Therapist supplies the Therapy Service. This policy allocates automatic platform refunds and does not reduce mandatory consumer rights or a Therapist’s separate legal responsibility.
2. Client cancellation at least 48 hours before a session
A client who cancels a paid session at least 48 hours before its scheduled start time qualifies for a full refund of the amount paid for that session. “At least 48 hours” includes cancellation exactly 48 hours before the start time.
The cancellation time is when the cancellation is successfully submitted through the account or received through the Contact page, measured against the time zone shown in the booking confirmation. The client should retain the cancellation confirmation.
3. Client cancellation less than 48 hours before a session
A cancellation made less than 48 hours before the scheduled start time does not qualify for an automatic refund from Wellbeing Rooms. The client must request any discretionary refund from the relevant Therapist. The Therapist decides whether to approve it, subject to applicable law, and Wellbeing Rooms may administer the approved refund through the original payment process.
The Therapist may consider illness, bereavement, emergency, travel disruption or other exceptional circumstances, but no discretionary refund is guaranteed.
4. Failure to attend and late arrival
A failure to attend normally receives no refund. Late arrival does not extend the scheduled end time and normally does not reduce the fee. A refund may nevertheless be required where the failure resulted from the Therapist, Wellbeing Rooms, a provided room, or another matter for which mandatory law gives a remedy.
5. Therapist cancellation or failure
If the Therapist cancels or fails to attend and the client does not accept a reasonable rescheduled appointment, the client qualifies for a full refund of the affected session. If a Therapist properly refuses or ends a session because of violence, harassment, intoxication, unsafe conduct, illegality or another serious client breach, a refund may be refused to the extent lawful and proportionate.
6. Room, platform or video failure
If a Wellbeing Rooms-provided room is unavailable for reasons not caused by the client or Therapist, we will try to offer a reasonable alternative room, online session or rescheduled time. If no reasonable alternative is accepted, the affected session will be refunded.
For a material platform or approved video-tool failure that prevents the session, we may offer rescheduling, credit or refund after investigating. No automatic refund is due for a client’s or Therapist’s device, connection, software, environment or failure to follow access instructions.
7. UK and EU statutory cancellation rights
A consumer entering a distance contract may have a statutory 14-day cancellation period. A session-specific 48-hour rule does not replace that statutory right.
If a consumer expressly requests a service to begin during the statutory period, the consumer may be required to pay a proportionate amount for service supplied before cancellation. The right to cancel may be lost after full performance only where the legally required prior express consent and acknowledgement were obtained. Where the statutory right applies and has not been lost, we will provide the refund required by law within the legally required period.
8. Packages and recurring bookings
• Each session in a package or recurring arrangement is subject to the 48-hour rule unless more generous terms were displayed at purchase.
• Cancelling a recurring arrangement stops future charges only from the effective cancellation date and does not automatically refund completed sessions or late-cancelled appointments.
• Unused package value is refundable only where the purchase terms or applicable law require it. Any deduction must be transparent and lawful.
9. Provider subscriptions and promotion
Provider premium listings, subscriptions and promotional services are business services. Fees already incurred for an active period are not refundable merely because the Provider receives no booking or a search position changes. If we withdraw the paid feature without Provider breach, we may provide a proportionate refund or credit for the unused period.
10. Refund method, deductions and timing
• An approved refund is normally returned to the original payment method. If that is unavailable, we may use another lawful method after verification.
• We will initiate a statutory refund within the legally required period. Banks and payment providers may take additional time to display it.
• We do not deduct an administration fee from an automatic full refund under clause 2. For other refunds, deductions may be made only where disclosed, lawful and proportionate, including for services already supplied, currency conversion or non-refundable processor costs where permitted.
11. Chargebacks
Contact us before initiating a chargeback so we can investigate. A fraudulent or abusive chargeback may lead to suspension, evidence being provided to the payment provider, and recovery of valid fees and reasonable chargeback costs. This does not remove a lawful cardholder right.
12. Requesting a cancellation or refund
Use the booking cancellation function where available, or send us email at booking@wellbeingrooms.com, or submit the request at https://wellbeingrooms.com/contact-page/. Include the client name, booking reference, Therapist, session date and the reason, but do not include unnecessary clinical information.