These terms apply to bookings, treatments, consultations, courses, packages, memberships, gift vouchers, products and purchases made with Create Your Wellness, unless separate written terms are provided.
Appointments
Appointments can be made online, by phone, email, WhatsApp or in person. Your booking is not confirmed until any required deposit, card details, consultation form or pre-payment has been received.
Please ensure your contact details are accurate. We may contact you about appointment reminders, consultation forms, treatment suitability, delays, changes or important clinic information.
Arrival Time and Late Arrival
Please arrive 5 to 10 minutes before your appointment. Your appointment time is the start time of your service, not your arrival time.
If you arrive late, your treatment may need to be shortened or cancelled to avoid affecting the next client. The full charge for the original booking may still apply.
Appointment Time Includes Consultation
Appointment times may include consultation, preparation, dressing and undressing time where relevant, treatment, aftercare and payment. If additional consultation is required, this may reduce hands-on treatment time.
Cancellation and Rescheduling
We understand that plans sometimes change. Please give as much notice as possible if you need to cancel or reschedule so we can offer the appointment time to another client.
- Same-day bookings: minimum 3 hours’ notice.
- Appointments up to 2 hours long: minimum 48 hours’ notice.
- Appointments of 3 hours or more: minimum 72 hours’ notice.
Late cancellations, missed appointments and no-shows may be charged at 100% of the appointment value. This applies to treatments paid by cash, card, deposit, voucher, gift voucher, course, package or membership.
How to Cancel
Please cancel or reschedule by contacting us directly by phone, email, WhatsApp or through the online booking system where available.
We do not accept cancellations through Instagram, Facebook or other social media messages, as these may not be seen in time. Cancellation requests sent outside working hours are treated as received when the clinic next opens.
Deposits and Pre-Payments
A deposit, card capture or full pre-payment may be required to secure an appointment. Deposits are non-refundable unless Create Your Wellness cancels the appointment and cannot offer a suitable alternative.
For some bookings we may request a 50% deposit or full payment in advance. Deposits are normally deducted from the treatment total at checkout.
Failure to Disclose Relevant Information
If treatment cannot go ahead because relevant medical information, medication, pregnancy, allergies, contraindications, practitioner requirements or patch-test requirements were not disclosed before the appointment, the appointment may still be charged in full.
Refund Policy for Treatments
Treatments and services are non-refundable once booked, purchased or carried out, unless we are unable to provide the service and cannot offer a suitable alternative.
We do not guarantee specific outcomes from treatments, programmes, wellness advice or product recommendations. Results vary from person to person.
Courses, Packages and Memberships
Courses, packages and memberships are non-refundable, including those purchased but not yet used. Unless otherwise stated, they are valid for 12 months from the date of purchase.
- Unused sessions cannot be carried over beyond the expiry date unless agreed in writing before expiry.
- Missed or late-cancelled course, package or membership appointments may be deducted from the remaining balance.
- Courses, packages and memberships cannot usually be shared, transferred or exchanged unless agreed in writing.
- Membership benefits stop when the membership ends or payment fails, unless separate written terms apply.
- Promotional courses, packages or memberships may have shorter expiry dates or different terms.
Medical Unsuitability and Credit Notes
If you become medically unsuitable for a treatment, course, package or membership, we will try to offer a safe and suitable alternative. We may request medical evidence. Where appropriate, we may issue a credit note for unused services. Refunds are not automatic.
Gift Vouchers
Gift vouchers are non-refundable, non-transferable and cannot be exchanged for cash. Unless otherwise stated, gift vouchers are valid for 12 months from the date of purchase.
- Expired vouchers will not be accepted.
- Promotional vouchers may have different expiry dates or restrictions.
- Once a gift voucher has been partially or fully redeemed, no refund, cash balance or difference in value will be issued.
- If the chosen service is more expensive than the voucher value, the client must pay the difference.
- It is the purchaser’s responsibility to check treatment suitability, practitioner availability and voucher terms before purchase.
Gift vouchers purchased on our website are delivered by email using Resend after payment is confirmed through Stripe.
Practitioner Preference and Gift Vouchers
Most services are carried out by a male practitioner. It is the client’s responsibility to check practitioner availability and suitability before booking or purchasing a voucher. Refusal of treatment due to practitioner gender after booking or after voucher purchase does not automatically entitle the client to a refund and may be treated as a late cancellation.
Product Returns
If you purchase a physical product and wish to request a return or exchange, please contact us within 14 calendar days of receiving the item. Products must be unused, unopened where applicable, and in their original packaging.
Postage and return shipping costs are not refunded unless the item is faulty, damaged, not as described or we have sent the wrong item. Approved refunds may take 10 to 14 working days to process after the returned item has been inspected.
Price Changes
Prices may change at any time. Existing vouchers, courses or packages remain valid for the service or value purchased until expiry, but additional charges may apply when upgrading to a higher-priced service or when booking services not included in the original purchase.
Cancellation by Create Your Wellness
If we need to cancel an appointment due to practitioner illness, emergency closure, equipment failure or circumstances outside our control, we will offer to reschedule or provide clinic credit. Refunds are considered only where we are unable to provide the service within a reasonable timeframe.
Force Majeure
We are not responsible for delays, closures, cancellations or changes caused by circumstances outside our reasonable control, including extreme weather, power failure, disease outbreak, pandemic, government restriction, emergency repairs, staff illness or other events beyond our control.
Complaints
If you are unhappy with any part of your visit, please contact us as soon as possible so we can listen, understand and do our best to resolve the issue.
Phone: 01923 804445 | Email: hello@createyourwellness.co.uk | Letter: Create Your Wellness, 172 Bushey Mill Lane, Watford, WD24 7PB
Last updated: July 2026