Last updated · 3 May 2026 · Governed by the laws of England & Wales

This policy explains what happens when an appointment needs to be cancelled, rescheduled or missed. We aim to be fair to our clients while protecting the practitioner's time. The clinic operates on a small, by-appointment-only basis — a missed slot cannot be filled at short notice, which is why these terms are firm.

Notice period

We require a minimum of 48 hours' notice to cancel or reschedule any appointment without penalty.

Notice is calculated from the time we receive your message — not the time you sent it. To avoid any uncertainty, please contact us directly:

Email: hello@graciouscontours.co.uk
Phone: 07514 751180

Rescheduling — more than 48 hours' notice

If you let us know more than 48 hours before your appointment, we will:

Move your booking to a new date of your choosing, free of charge
Transfer your full deposit (or full payment) to the new appointment
Hold the rescheduled appointment open for up to ninety (90) days from the original booking date

You may reschedule once at no charge. Repeated rescheduling of the same booking may be treated as a cancellation at our discretion.

Cancellation — less than 48 hours' notice

Where an appointment is cancelled with less than 48 hours' notice:

The deposit is forfeited in full and cannot be transferred
To rebook, a fresh deposit will be required

If you paid the full treatment fee at the time of booking, the deposit portion is forfeited and the remaining balance will be refunded to your original payment method within five (5) working days.

No-shows

Where a client does not attend a confirmed appointment and has not contacted the clinic in advance:

The full treatment fee becomes payable.
Where the appointment was secured by deposit only, an invoice for the outstanding balance will be issued and is payable within fourteen (14) days.
The clinic reserves the right to decline future bookings from clients who repeatedly fail to attend.

Late arrival

If you arrive more than 15 minutes after your scheduled appointment time, the practitioner may at her discretion:

Shorten your treatment to fit the remaining time, with the full fee still payable; or
Reschedule the appointment, in which case the standard cancellation policy applies.

If you anticipate being late, please call ahead — every effort will be made to accommodate you where possible.

Cancellation by the clinic

In the unlikely event we have to cancel your appointment — for example, due to illness or unforeseen circumstances — you will be offered:

The earliest convenient alternative date; or
A full refund of any deposit or payment made, processed to your original payment method within five (5) working days.

Our liability for clinic-initiated cancellations is limited to the value of the payment received. We are not responsible for any indirect costs (travel, accommodation, missed earnings).

Course packages

Course packages are paid in full at the point of purchase and are non-refundable once the first session has been attended.

Individual sessions within a course follow the same 48-hour notice rule. A missed session within a course is treated as forfeit and is not rescheduled or refunded.

If exceptional circumstances arise (such as serious illness or surgery), please contact us — we will always try to find a fair resolution.

Gift vouchers

Gift vouchers are valid for twelve (12) months from the date of issue. Vouchers are non-refundable and cannot be exchanged for cash. Lost or stolen vouchers cannot be replaced.

Refund timeline

Where a refund is due under this policy, it will be processed within five (5) working days of the cancellation being confirmed. Refunds are made to the original payment method only. Bank processing times may add a further 2–10 working days before the funds appear in your account.

Statutory rights

This policy does not affect your statutory rights as a consumer under the Consumer Rights Act 2015. If you believe a refund is due to you under consumer law that is not covered by this policy, please contact us in writing and we will respond within fourteen (14) days.

Contact

For all cancellation and refund matters, please contact:

Gracious Contours
1a Lighthouse View, Seaham, County Durham, SR7 7PR
Email: hello@graciouscontours.co.uk
Phone: 07514 751180

By booking a treatment with Gracious Contours, you accept this Cancellation & Refund Policy. We will always be reasonable where life intervenes — please tell us early.