Online bookings

Booking & cancellation policy

We know life can be unpredictable. That is why we explain, clearly and warmly, how our appointments work, so booking with us is always simple and fair.

24 h
Standard bookings
2 h
Same day · from time of booking

📱 A friendly reminder, just in case

We send you a reminder by WhatsApp or SMS the day before your appointment, and another by email a few hours before if you gave us your address. If you book several services in one appointment, you may receive several confirmation messages, one per service: do not worry, your appointment has not changed, it is all part of the same booking.

01 · Notice

Changes & cancellations

  • •Standard bookings: cancel or reschedule with at least 24 hours notice. Without that notice, or if you do not show up, the full amount (100%) may be charged.
  • •Same-day bookings: as these are immediate appointments, you have a 2-hour window from the moment you book to cancel free of charge. For example, if you book at 8:00, you can cancel until 10:00. After that window the booking can no longer be cancelled, but you can always reschedule it or turn it into a credit voucher.
  • •Changing your treatment: please let us know as soon as possible. Each treatment has its own time and price, so this helps us adjust the schedule and look after you properly.

02 · Online payments

Payments & refunds

If you paid for your booking online and cancel within the notice period, we always offer you the most convenient option, in this order:

1Reschedule your appointment. We move it to another day that suits you, at no cost and with nothing lost.
2Turn it into a credit voucher. We keep the amount as a voucher valid for 6 months, to use whenever you like.
3Refund to your card. If you prefer, we process it too. Please note that the fee our payment platform (Stripe) charges for handling the transaction is not returned to us, so it is deducted from the refunded amount. This cost varies depending on the type of card.
As our appointments are booked for a specific date and time, the 14-day right of withdrawal that applies to other online purchases does not apply here. Even so, as you can see, we always look for the most flexible solution for you. 🌿

03 · Vouchers

Vouchers & gift cards

  • •Validity: all vouchers and packages are valid for 6 months from the date of purchase.
  • •No-shows: if you miss an appointment booked with a voucher, the corresponding session will be deducted.
  • •Promotions, giveaways & free trials: if your appointment was a gift, a giveaway or a trial session, not showing up counts as a used session.

04 · Punctuality

Late arrivals & last-minute bookings

  • •If you arrive late: we will do our best to give you the fullest session possible, but if there is another booking after yours we may not be able to extend it. Being on time is the best way to enjoy it in full.
  • •If we are running late: we will let you know as early as possible and make up the lost time, no matter what. Your time matters as much as ours.
  • •Last-minute bookings: for appointments made 1 or 2 hours in advance, not showing up means the full amount (100%) will be charged.

05 · Trust

Rebuilding trust

  • •If you missed an appointment without notice, we may ask for a 50% to 100% deposit on your next booking. It helps us hold your spot with peace of mind.
  • •If you paid in advance and did not show up without notice, the amount is non-refundable.

06 · The unexpected

When life gets in the way

We know things happen. If you have a genuine emergency, an illness, an accident or something beyond your control, talk to us. We value honest communication and are always willing to listen and be flexible, especially if you can provide official documentation to support it, such as a medical certificate or a transport incident report. Only official documentation is accepted.

Please note: submitting falsified or altered documents is considered a serious offence. If detected, the appropriate legal measures will be taken.

Thank you for trusting us, and for helping us care for everyone’s time, clients and therapists alike. See you at your next session.

Aurum Wellbeing 🌿