REFUND & CANCELLATION POLICY — Lavaye™
Introduction
Lavaye™ operates with a clear, balanced and transparent Refund & Cancellation Policy designed to protect clients, safeguard therapists’ schedules and sustain our high operational standards across Central London. By booking a service, you agree to the terms outlined below.
Cancellations
Lavaye™ operates on a fair and structured cancellation framework designed to protect your time and the time of our therapists.
Cancellations Made More Than 24 Hours in Advance
If you cancel your session more than 24 hours before the scheduled start time, you will receive a full refund.
Cancellations Made Between 4 and 24 Hours Before the Appointment
If you cancel between 4 and 24 hours before the appointment, a 50% cancellation fee applies.
This ensures partial compensation for the therapist’s reserved slot when short-notice rebooking may not be possible.
Cancellations Made Less Than 4 Hours Before the Appointment
Cancellations made with less than 4 hours’ notice, or after the therapist has already begun travelling, are charged at the full session fee.
Last-Minute Bookings — 10-Minute Grace Window
If your booking is made with less than 12 hours between the time of booking and the appointment start time, you automatically receive a 10-minute grace period to amend or cancel your session free of charge.
After this 10-minute window, the usual cancellation terms listed above apply.
Rescheduling
We understand that plans can shift, and we aim to support you wherever possible. Rescheduling is always welcomed, provided it aligns with our therapists’ availability and operational commitments.
Rescheduling More Than 24 Hours in Advance
If you request to reschedule more than 24 hours before your appointment, we are happy to adjust your booking complimentary, subject to therapist availability.
This window allows us to reorganise schedules smoothly while ensuring your new preferred time can be accommodated.
Rescheduling Between 4 and 24 Hours
If your reschedule request is made between 4 and 24 hours before your booking, a 50% fee applies.
This reflects the short notice and the dedicated slot already reserved for you, while still giving you flexibility to adjust your plans.
Rescheduling Less Than 4 Hours Before the Appointment
Requests made with less than 4 hours’ notice are treated as cancellations, and the full session fee applies.
A new booking will be required, and we will always do our best to offer the soonest available alternative.
Last-Minute Bookings — 10-Minute Grace Window
For all bookings made within 12 hours of the appointment time, you benefit from a 10-minute grace period to reschedule or amend your booking at no cost.
After this window, the terms above automatically apply.
Late Arrivals
Timeliness allows our therapists to deliver your session at the highest standard. If you are not ready at the scheduled start time, your session may be shortened to protect the therapist’s following appointments, while the full session fee remains applicable. If more than 15 minutes pass without contact or if you are unreachable, the booking will be considered a late cancellation and charged in full. Our therapists operate on precise schedules across Central London, and this policy ensures a smooth and respectful experience for every client.
No-Show Policy
If the therapist arrives at your location and you are unavailable, unreachable or refuse the appointment for reasons outside the therapist’s control, the session is considered a no-show.
The full fee applies, as the therapist has allocated travel time, availability, and operational readiness for your booking.
Operational Cancellations
In the rare event that your therapist becomes unavailable due to illness, emergency, or unexpected operational issues, we will contact you immediately to arrange the best alternative. You may opt for a full refund, choose a new appointment time, or accept another therapist subject to availability. We always prioritise continuity and client comfort, and any operational disruption is handled with discretion and urgency.
Unsuitable or Unsafe Environments
If the appointment location is unsafe, unsuitable or inappropriate, the therapist reserves the right to end the session immediately or leave the premises.
In such cases, the full session fee applies.
Safety remains a non-negotiable priority for Lavaye™ and our independent therapists.
Service Quality Concerns
If you experience an issue with your session, contact us at support@lavaye.co.uk within 24 hours.
We review each case individually and professionally.
Refunds are granted only when the situation is directly tied to our operational responsibility and cannot be resolved through alternative solutions.
Refund Process
Approved refunds are issued to your original payment method.
Processing times depend on the provider but typically range from 5–10 business days.
Lavaye™ covers any standard processing fees — you receive a full refund for all approved cases.
Non-Refundable Situations
Certain circumstances fall outside our refund framework. Refunds cannot be offered when cancellations occur outside the permitted timeframes, when the address or access information provided is incorrect, or when the therapist is unable to complete the session due to inaccurate details, unsafe or inappropriate environments, or behaviour that breaches professional boundaries. Sessions that end early because of client actions, last-minute changes of preference, or inappropriate requests are also non-refundable. These measures uphold a respectful working environment for our therapists and ensure fairness across all bookings.
Updates to This Policy
Lavaye™ may update this policy to reflect regulatory or operational changes.
All updates will appear on this page along with the revised “Last Updated” date.
Contact Us
For questions about this policy or assistance with cancellations or refund requests, please contact:
support@lavaye.co.uk
All enquiries are handled with discretion and efficiency.