Refund Policy

Refund Policy 

Booking Terms

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• Appointments may be scheduled up to 30 days in advance, subject to therapist availability.

• For best availability, we recommend booking at least 48 hours prior to your desired appointment time.

• Booking confirmation will be sent via email or SMS after successful payment or request approval.

• Any bookings made beyond the standard 30-day window are treated as special requests and may require manual confirmation.

• ​If your preferred time is unavailable, join the waitlist. You'll be contacted in order when a slot opens and must confirm within 2 hours to claim it. ELITE RECOVERY CLUB members receive private benefits, including priority waitlist placement.

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Payment Terms

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• Full payment is due at the time of booking via the ZenLaze website or partner platforms.

• Accepted payment methods include major credit/debit cards and select third-party options.

• All service prices are listed in GBP and include applicable taxes. Prices are subject to change without prior notice.

• Memberships and promotional packages must be paid in full and are non-transferable.

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Cancellation & Rescheduling Policy

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• Clients must cancel or reschedule appointments with a minimum of 6 hours' notice before the scheduled start time.

• Cancellations made within 6 hours may be subject to a late cancellation fee up to 50% of the service cost.

• No-shows (clients who are not present and provide no notice) may result in full service charge and loss of eligibility for refunds.

• Rescheduling is subject to therapist availability, and ZenLaze cannot guarantee same-day adjustments.

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Client Lateness Policy

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• Therapists will wait up to 15-20 minutes past the scheduled appointment time at the confirmed address.

• If the client is not present within this window, the session may be considered a no-show.

• If the session proceeds but starts late due to the client, the duration may be shortened accordingly, without price adjustment, to stay on schedule.

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ZenLaze-Initiated Cancellations

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• In the rare case of therapist unavailability, illness, or unforeseen circumstances, ZenLaze reserves the right to cancel or reschedule your appointment.

• Clients will be notified as soon as possible and may choose between a full refund or rescheduling at no extra cost.

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Refund Eligibility & Processing

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• Refund requests must be submitted within 24 hours of the missed or unsatisfactory service via email or our contact form.

• Refunds will be reviewed based on:

  • Whether the service was completed

  • Compliance with our cancellation policy

  • Reasonable grounds (such as therapist no-show, service dissatisfaction, etc.)

• Eligible refunds will be processed to the original payment method within 3–5 business days.

• Partial refunds may be offered in cases of service dissatisfaction or unexpected service disruption.

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Service Satisfaction & Quality

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• We are committed to providing exceptional care. If you are dissatisfied with your session, please contact us within 24 hours.

• Depending on the nature of your concern, we may offer:

  • A partial refund

  • A discount code for future service

  • A free rebooking, at our discretion.

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Right to Refuse Service

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ZenLaze reserves the right to refuse service to any client for the following reasons:

• Inappropriate or aggressive behavior toward staff

• Incomplete or misleading health disclosures

• Unsafe or unsuitable treatment environment

• Non-compliance with booking terms or health & hygiene guidelines

This policy is enforced to protect both clients and therapists and ensure a respectful, professional, and safe experience.