Cancellation and Refund Policy

Last Updated: 27/05/2026

  1. Thank You for Booking

Thank you for booking your treatment/session with Mystic Wellness Ltd. To provide the best possible service for all clients and to ensure fairness in appointment scheduling, please review the following cancellation, rescheduling, and refund terms carefully before confirming your booking.

By booking an appointment, treatment, training, workshop, retreat, or session with Mystic Wellness, you acknowledge and agree to the terms outlined below.

Bookings may be made online, by telephone, by email, in person, or through authorised third-party booking platforms. By completing a booking, the client confirms they have authority to enter into a legally binding agreement

  1. Cancellations and Rescheduling

Mystic Wellness Ltd reserves the right to require full payment in advance for future bookings where a client has a history of repeated cancellations, rescheduling requests, failed payments, chargebacks, or non-attendance.

Notice periods are calculated based on the scheduled appointment start time.

Same-day cancellations or missed appointments (no-shows) will be charged at 100% of the full treatment/session cost, as this time has been reserved exclusively for you and cannot usually be filled at short notice.

Please give at least 48 hours’ notice if you need to cancel or reschedule your appointment.

Cancellations made with less than 48 hours’ notice may incur a charge of 50% of the full treatment/session cost.

Requests to reschedule made with more than 48 hours’ notice will normally be accommodated subject to availability.

Cancellation or rescheduling requests are not considered accepted until confirmed by Mystic Wellness Ltd.

Repeated cancellations, failed payments, or non-attendance may require future bookings to be secured by full advance payment

Mystic Wellness reserves the right to decline repeated late cancellations or repeated rescheduling requests where this impacts business operations or appointment availability for other clients.

Where bookings relate to a child (under 18) or vulnerable adult, cancellation, rescheduling, and communication requests should normally be made by the parent, legal guardian, authorised representative, attorney, deputy, or other person with appropriate legal authority where applicable.

  1. Late Arrivals

If you arrive late, we will always do our best to provide your full treatment/session wherever possible.

However, where other client bookings follow your appointment, your session may need to be shortened accordingly to avoid disruption to later appointments.

Session end times cannot usually be extended beyond the allocated booking period.

In these circumstances, the full treatment/session fee remains payable, as the appointment time has been reserved specifically for you.

Clients arriving excessively late may, at the practitioner’s discretion, be considered a missed appointment and charged accordingly.

  1. Deposits

Certain treatments, courses, workshops, retreats, or specialist sessions may require a non-refundable deposit to secure your booking.

Deposits are applied towards the reserved appointment, practitioner time, administration, and associated booking costs.

Deposits are deducted from your final balance unless otherwise stated.

Deposits represent a genuine pre-estimate of business loss and reserved practitioner time.

Deposits are non-refundable in the event of:

  • missed appointments (no-shows)
  • cancellations made within 48 hours of the appointment;
  • failure to attend without prior notice.

Where a payment plan or instalment arrangement applies, failure to make payments on time may result in suspension of access to services, training materials, certification, or future bookings.

Where more than 48 hours’ notice is provided, deposits may be transferred once to a rescheduled appointment at the discretion of Mystic Wellness and subject to availability.

For retreats, workshops, training courses, or accredited programmes, separate booking and payment terms may apply and will be issued at the time of booking.

  1. Illness and Emergencies

Clients are responsible for ensuring that any health information provided to Mystic Wellness Ltd remains accurate and up to date at the time of attendance.

If you are unwell, particularly with symptoms of a contagious illness, please notify Mystic Wellness as soon as possible and do not attend your appointment in person.

In cases of genuine illness, emergency, or exceptional circumstances, cancellation fees may be waived, reduced, or deposits transferred at the sole discretion of Mystic Wellness.

Supporting evidence may be requested where appropriate.

This discretion is offered as goodwill and does not create an ongoing entitlement or precedent.

For health, hygiene, and safety reasons, Mystic Wellness Ltd reserves the right to refuse in-person treatment where a client appears unwell, intoxicated, unsafe, or unsuitable for treatment

 Where a practitioner reasonably believes that a child or vulnerable adult may be unwell, distressed, unable to participate safely, or where safeguarding concerns arise, Mystic Wellness Ltd reserves the right to postpone, modify, or refuse the session in the interests of safety and wellbeing.

  1. Practitioner Cancellations

Mystic Wellness Ltd reserves the right to postpone, modify, or cancel appointments involving children or vulnerable adults where safeguarding requirements, supervision requirements, consent requirements, capacity concerns, or safety considerations cannot be appropriately met.

Mystic Wellness Ltd reserves the right to substitute an alternative date, venue, delivery method, trainer, facilitator, or practitioner where reasonably necessary.

Mystic Wellness Ltd reserves the right to substitute an alternative suitably qualified practitioner where reasonably appropriate.

Should Mystic Wellness ever need to cancel or reschedule your session due to illness, emergency, venue issues, or unforeseen circumstances, you will be contacted at the earliest reasonable opportunity.

Any deposit or payment already made will be offered as either:
• a full refund, or
• transfer to a mutually agreed rescheduled appointment.

Refunds will normally be processed using the original payment method unless otherwise agreed.

Mystic Wellness shall not be liable for any indirect costs incurred by clients, including but not limited to travel expenses, accommodation, loss of earnings, or third-party booking costs.

  1. Refunds

Refunds are assessed in accordance with UK consumer legislation, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013, where applicable.

For treatments, therapies, mentoring sessions, and in-person appointments:
• once a session has taken place, fees are non-refundable;
• dissatisfaction does not automatically entitle a client to a refund, although concerns will always be reviewed fairly and professionally.

For online sessions:
Once the session has commenced, it is deemed delivered and is non-refundable, except where legally required.

Technical difficulties caused by the client’s own equipment, internet connection, software, or environment do not automatically entitle the client to a refund.

For digital products, downloadable materials, manuals, recordings, or online course content:

Access to digital materials may remove statutory cancellation rights where the client has expressly consented to immediate access/download; and acknowledged that their statutory 14-day cancellation right may be lost once digital content delivery begins.

Once accessed or downloaded, these products are non-refundable, except where required by law.

For workshops, training courses, and accredited programmes:
Deposits are non-refundable unless otherwise stated;
Refunds for balances paid may be subject to specific course terms provided separately.

For retreats:
Refund terms will be governed by the separate retreat booking agreement issued at the time of booking.

Refunds, credits, transfers, or alternative arrangements offered by Mystic Wellness Ltd shall not be interpreted as an admission of liability, fault, negligence, wrongdoing, or breach of contract.

Any discretionary refunds, credits, transfers, or goodwill gestures issued by Mystic Wellness Ltd do not create a legal entitlement or establish a precedent for future cases.

Refunds approved by Mystic Wellness Ltd will normally be processed within a reasonable period using the original payment method unless otherwise agreed.

Where a payment dispute, chargeback, or payment reversal is initiated without first attempting to resolve the matter directly with Mystic Wellness Ltd, we reserve the right to provide relevant booking, attendance, communication, contractual, and payment records to the payment provider, bank, card issuer, dispute resolution body, regulator, insurer, or legal adviser where reasonably necessary to defend the claim.

Where services are cancelled, postponed, refused, or terminated due to safeguarding concerns, lack of appropriate consent, absence of a required parent, legal guardian, authorised representative, or concerns regarding capacity, safety, or suitability, refunds or transfers will be considered on a case-by-case basis in accordance with applicable consumer law.

Nothing in this policy affects your statutory consumer rights under UK law.

  1. Force Majeure

Mystic Wellness Ltd shall not be liable for cancellations, delays, changes, or inability to provide services where caused by events beyond our reasonable control, including but not limited to illness, severe weather, transport disruption, venue closure, internet failure, power outages, pandemics, governmental restrictions, cyber incidents, or other force majeure events.

Where reasonably possible, Mystic Wellness Ltd may offer alternative dates, online delivery, service credits, transfers, or other arrangements in place of cancellation.

  1. Liability

Clients remain responsible for arranging appropriate insurance, travel arrangements, accommodation, childcare, carers, support workers, or other personal arrangements connected with attendance.

To the fullest extent permitted by law, Mystic Wellness Ltd shall not be liable for indirect or consequential losses, including travel costs, accommodation expenses, loss of earnings, disappointment, or third-party expenses arising from cancellations, rescheduling, or service interruptions.

Nothing in this Policy excludes or limits liability where exclusion is prohibited under applicable UK law.

  1. Privacy and Data Protection

Personal data collected in connection with bookings, cancellations, payments, and refunds will be processed in accordance with our Privacy Policy and applicable UK data protection legislation, including the UK GDPR and Data Protection Act 2018.

  1. Governing Law and Jurisdiction

This Policy shall be governed by the laws of England and Wales. Any disputes arising in connection with this Policy shall be subject to the jurisdiction of the courts of England and Wales, without prejudice to any mandatory consumer rights applicable in your country of residence within the United Kingdom.

  1. Contact Information

If you have questions regarding cancellations, refunds, or rescheduling, please contact:

Mystic Wellness Ltd
98 Semley Road, London SW16 4PJ United Kingdom
Email: info@mysticwellness.co.uk
Phone: 07871 176758

  1. Changes to This Policy

We may update this Policy from time to time. Any changes will be posted on this page with an updated “Last Updated” date.

Material changes will apply to future bookings unless otherwise required by law.

  1. Acknowledgement

By making a booking, purchasing a service, enrolling in a course, or otherwise engaging with Mystic Wellness Ltd, you confirm that you have read, understood, and agree to be bound by this Cancellation and Refund Policy in full.

Clients acknowledge that this Policy forms part of your agreement with Mystic Wellness Ltd and applies alongside our Terms and Conditions of Website Use, Terms and Conditions of Sale, and any other applicable policies.

Clients understand that cancellation timeframes, refund eligibility, deposit rules, and payment obligations are clearly set out in this Policy and may be strictly enforced, subject to your statutory rights under UK consumer law.

Clients acknowledge that cancellation charges, deposits, and payment obligations represent a genuine and proportionate reflection of the costs associated with reserving appointments, practitioner availability, administration, and business operations

Clients further acknowledge that failure to attend, late cancellations, or breaches of booking terms may result in charges or loss of deposits as outlined in this Policy.

By confirming a booking or payment, you agree that you have had the opportunity to review this Policy prior to committing and accept its terms as legally binding.

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