Cancellation & Refund Policy
We understand that plans can change. This policy explains when an appointment can be cancelled, how refunds are calculated, and what happens when an appointment is changed, missed or cancelled close to the scheduled time.
Policy Overview
We know that appointments sometimes need to change. Our cancellation policy is designed to give customers a reasonable opportunity to change their plans while allowing appointment times to be managed fairly.
Appointments must be requested at least 1 full day in advance. Same-day appointments cannot be booked through the website.
If you have already made a booking and need to cancel it, the amount available for refund depends on how much notice we receive before the scheduled appointment time.
Refunds are based on the time the cancellation request is received.
The cancellation time is recorded using the time shown on our official communication records.
How to Cancel an Appointment
To cancel an appointment, please contact Hannah Tate Skin using the official email address or telephone number provided below.
Please include your name, appointment date and approximate appointment time so that we can locate the booking quickly.
A cancellation is considered received when the request has been successfully received through an official communication channel. Sending a message does not by itself change the appointment until the cancellation has been acknowledged or otherwise confirmed by us.
For this reason, we recommend cancelling as early as possible rather than waiting until the day of the appointment.
Cancellation & Refund Schedule
Where a payment has already been made for an appointment, the following refund levels apply according to the amount of notice provided before the scheduled appointment time.
| Cancellation notice | Refund | How it works |
|---|---|---|
| 3 days or more | 100% | The full amount paid for the cancelled appointment will be refunded. |
| 2 days before | 80% | 80% of the amount paid will be refunded. The remaining 20% covers the appointment time already reserved. |
| 1 day before | 40% | 40% of the amount paid will be refunded. The remaining amount relates to the short notice given for the reserved appointment. |
| Same day / after appointment time | 0% | No refund is available for same-day cancellation, failure to attend or cancellation after the scheduled appointment time. |
Example: if an appointment is scheduled for Saturday at 10:00 and the cancellation is received by Wednesday at 10:00 or earlier, the booking qualifies for a 100% refund. The applicable level is determined by the actual notice period before the appointment.
When You Can Cancel
You can request cancellation after your appointment has been confirmed. The refund level will depend on when the cancellation request is received.
A cancellation may be requested for reasons such as a change of plans, scheduling difficulties or simply no longer needing the appointment. You do not need to provide a detailed explanation when requesting a standard cancellation.
The following situations can normally be cancelled, subject to the refund schedule above:
- A confirmed appointment that has not yet started.
- An appointment where the customer can no longer attend.
- An appointment that needs to be cancelled because plans have changed.
- An appointment that needs to be cancelled before the scheduled time.
- An appointment where the customer contacts us through an official communication channel.
Cancelling earlier gives you the best chance of receiving the highest available refund.
When Refunds Do Not Apply
A refund will not normally be available in the following circumstances:
- The customer cancels on the same day as the appointment.
- The customer cancels after the scheduled appointment time.
- The customer does not attend the appointment and has not contacted us in advance.
- The customer arrives more than 15 minutes late and the appointment can no longer reasonably be provided.
- The service has already started.
- The customer has received the booked service in full.
- The cancellation request cannot be verified as having been received before the applicable notice period.
Where only part of a service has been provided, any refund decision will take into account the part of the service already completed and any specific arrangements communicated before the appointment.
Important: simply choosing not to attend does not count as an advance cancellation. If you cannot attend, please contact us as soon as you know.
Changing an Appointment
If you would prefer to move your appointment rather than cancel it, please contact us as early as possible.
Requests to change an appointment should normally be made at least 24 hours before the scheduled appointment time.
A new appointment time is subject to availability. A requested change is not confirmed until we have agreed the new date and time with you.
Repeated changes or requests made very close to the appointment time may not be possible where the original appointment time can no longer reasonably be offered to another customer.
Late Cancellation & No-Show
Same-day cancellations receive a 0% refund where payment has already been made.
If you do not attend your appointment and have not contacted us beforehand, the appointment will normally be treated as a no-show and no refund will be available.
If you are delayed unexpectedly, please contact us as soon as possible. Where practical, we may try to accommodate a short delay, but the original appointment time cannot always be extended.
Where an appointment is unable to proceed because of a late arrival, the applicable refund position will normally follow the same-day cancellation terms.
Changes or Cancellations by Us
Occasionally, we may need to change or cancel an appointment due to circumstances affecting the availability of the service.
If we need to cancel a confirmed appointment before the service begins, we will contact you using the details provided at the time of booking.
Where a prepaid appointment is cancelled by us and no suitable alternative appointment is accepted, the amount paid for that appointment will be refunded in full.
Where an alternative date or time is offered, you can choose whether to accept the new appointment or proceed with the applicable refund arrangement.
Refund Processing & Timing
Once a refund has been approved, we will normally process it within 5 business days.
After the refund has been processed, the time required for the funds to appear in the original payment account may depend on the payment provider or financial institution.
Expected timing: refunds should normally appear in the original payment account within 5–10 business days after we process the refund.
In some cases, the receiving financial institution may take longer to display the refunded amount.
Refunds will normally be returned using the same payment method used for the original transaction where that method allows it.
If a refund has been confirmed by us but has not appeared after the stated timeframe, please contact us so that we can check the refund status.
Customer Responsibility & Service Disclaimer
Customers are responsible for providing accurate booking details and for informing us about relevant allergies, sensitivities or other information that may affect the requested service.
Our facial and skincare services are non-medical cosmetic treatments. They are provided as beauty and skincare services and are not intended to diagnose, prevent or treat medical conditions.
Individual skin responses can vary. We cannot guarantee a particular cosmetic result, appearance or duration of any outcome following a treatment.
We are not responsible for an issue arising from information that was not disclosed before treatment, including an allergy or sensitivity that we were not made aware of, or from the use of a product contrary to the instructions provided.
If you experience discomfort or an unexpected reaction during a service, please tell us immediately so that the treatment can be stopped or adjusted where appropriate.
Nothing in this policy is intended to limit any rights or protections that cannot lawfully be excluded or restricted.
Contact Us
If you need to cancel, change an appointment or ask about a refund, please contact us as soon as possible using the details below.
This Cancellation & Refund Policy applies immediately to appointments and payments arranged through Hannah Tate Skin and its official communication channels.
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