Draft pending legal review.
Cancellations and refunds
12 November 2026
Each professional sets their own cancellation policy. You see it before booking and it is saved with your appointment, so it does not change even if the professional changes it later.
If you cancel
- Within the free cancellation window (usually 24 hours before): you pay nothing. If you had already paid, we refund the full amount; if you used a package, a subscription or the Trial Pack, the session becomes available again.
- Outside that window: the late cancellation fee in the professional’s policy applies (for example, 50%). With a package, subscription or Trial Pack, the session counts as used.
- If you do not attend: the no-show fee in the policy applies (usually 100%).
If the professional or the platform cancels
- You always get a full refund or, if you used a package, a subscription or the Trial Pack, the session goes back to your balance. No fee applies.
Changing the time
- You can change the time of an appointment from “My appointments” while you are within the free cancellation window, at no cost.
Packages, subscriptions and Trial Pack
- Packages: unused sessions can be refunded pro rata while the package is valid.
- Subscriptions: you can cancel at any time; it stops renewing at the end of the month and sessions already paid stay available until they expire.
- Trial Pack: you can ask at any time for a pro-rata refund of unused sessions; when it expires, they are refunded automatically.
How and when a refund arrives
- It goes back to the card you paid with. We start it within minutes and it usually shows in your account within 5–10 days, depending on your bank. You get a corrective invoice in “My payments”.
If something went wrong
- Write to us from the contact page with the date of the appointment. We review every case and can make goodwill refunds when a session could not take place because of technical problems.