Cancellation & Withdrawal

1. Appointment cancellation

If you need to change or cancel an appointment, contact us as soon as reasonably possible and include your booking reference. Where no chargeable work has started, cancelling a booking request does not itself create a payment obligation unless a separate cancellation charge was clearly agreed beforehand.

2. 14-day right of withdrawal for distance services

For consumer service contracts concluded at a distance or off premises, the consumer generally has 14 days from conclusion of the service contract to withdraw without giving a reason, subject to statutory exceptions.

3. Starting a service during the withdrawal period

If you ask us expressly to start a paid service during the 14-day withdrawal period and then withdraw before it is complete, you may be required to pay a proportionate amount for the service already supplied, where the legal requirements are met.

If the service has been fully performed after your prior express consent to begin during the withdrawal period and your acknowledgement that the withdrawal right will be lost once performance is complete, the statutory right of withdrawal may no longer apply.

4. How to withdraw

You can make an unambiguous statement that you wish to withdraw. You may use the template below, but you do not have to use this exact wording.

5. Refunds

Where a valid statutory withdrawal requires reimbursement, amounts due are refunded in accordance with applicable consumer law. Any permitted deduction or proportionate payment for service already supplied will be explained where relevant.

6. Statutory rights

This page does not reduce any mandatory consumer right. For additional information see Consumer Rights.