Cancellation & Appointment Policy
Last updated: 25 September 2026
We understand that plans can change. Our cancellation policy is designed to be fair to clients while protecting appointment time that has been reserved specifically for you.
1. Cancelling or changing an appointment
If you need to cancel or rearrange an appointment, please provide at least 24 hours’ notice.
You can normally manage your appointment through the booking system or contact us directly.
2. More than 24 hours' notice
Appointments cancelled or rearranged with at least 24 hours’ notice will normally be eligible for a full refund of any payment made, or the payment can be transferred to a rearranged appointment.
3. Less than 24 hours' notice
Where an appointment is cancelled or rearranged with less than 24 hours’ notice, we may charge 50% of the booked appointment price.
Where a payment has already been made, we may retain up to 50% of the appointment price and refund the balance.
We may waive or reduce this charge where there are genuine exceptional circumstances.
4. Non-attendance
If you do not attend your appointment and have not contacted us, the appointment will be treated as a missed appointment.
We may charge 100% of the appointment price for a missed appointment.
Where appropriate, we may consider exceptional circumstances on a case-by-case basis.
5. Late arrival
If you arrive late, your appointment will normally still finish at the scheduled time.
This may reduce the time available for your session.
If you arrive so late that the appointment cannot reasonably proceed, the appointment may be treated as a missed appointment.
6. If we need to cancel
If Restore & Perform needs to cancel an appointment, we will contact you as soon as reasonably possible.
You will normally be offered:
- An alternative appointment; or
- A refund of any payment made for the cancelled appointment.
7. Deposits and advance payments
Where a deposit or advance payment is required, the applicable cancellation terms will be clearly displayed before you complete your booking.
Any cancellation charge will be reasonable and proportionate to the circumstances.
8. Online bookings and consumer cancellation rights
Where an appointment is booked online, consumer cancellation rights may apply depending on the circumstances and the nature of the service.
Nothing in this policy is intended to remove or restrict any statutory consumer right.
If you request that a service begins within a statutory cancellation period, any legally required express request or acknowledgement will be obtained where applicable.
9. Packages
Package bookings may be subject to additional terms relating to expiry dates, cancellations and missed appointments.
Those terms will be provided when the package is purchased.
10. Contact
If you need to cancel or rearrange an appointment, please use the booking system where available or contact:
07815 709359
We appreciate as much notice as possible.