The refund depends on when you cancel
We calculate the cancellation window from the moment you confirm cancellation to the scheduled start time of your booking.
- More than 48 hours before the booking: normally no cancellation charge and a full refund.
- From 24 to 48 hours before the booking: up to a 25% cancellation charge.
- Less than 24 hours before the booking: up to a 50% cancellation charge.
- Same-day cancellation, no access or a missed appointment: up to a 100% cancellation charge.
What happens to a card hold
For a normal one-off visit, your card is authorised when you book and is usually charged after the work is complete. If you cancel, we release the refundable part of that hold and charge only the cancellation amount that applies. If the payment was already captured, the eligible refund is sent back through Stripe.
Banks can take a few working days to remove a released hold or show a refund on your statement.
You will see the amount before confirming
Open the visit in My bookings and choose Cancel booking. The confirmation window shows the exact refund and cancellation charge before you confirm. The policy tier is recorded with the cancellation for a clear payment history.