Terms & Policy
Online Appointment Policy
Our Clinic has an Online Appointment Policy which aims to provide a smooth and efficient booking experience for our clients. Kindly note that while you may select your preferred timeslot on our website, we cannot guarantee its availability due to our in-person and phone booking options.
To secure your appointment, we require a deposit upon booking. If you do not provide a deposit, our booking system can only hold your provisional booking for up to a maximum of 2 hours. After which, the system will automatically cancel your appointment. Therefore, we highly recommend confirming your appointment with a deposit within the given timeframe to secure your preferred timeslot.
Please be informed that in the event that your selected timeslot is not available, we will contact you to arrange an alternative appointment time or date. By booking an appointment with our Kerala Ayurveda Clinic, you agree to our Online Appointment Policy.
Deposit Policy
At Kerala Ayurveda Clinic, we are committed to providing you with high-quality services and ensuring that your appointment is reserved exclusively for you.
To ensure that we can accommodate your busy schedule, we require a small booking deposit of just £15. However, please note that this is just the minimum deposit amount, and the actual amount may vary based on the duration and type of treatment you choose.
Depending on the specific service you select, we may require a higher deposit of up to 50% or even 100% of the total service cost.
Why a Deposit is Required for Your Appointment?
At our clinic, we value your time and strive to make your appointment booking experience as smooth as possible. To ensure that we can accommodate your schedule and offer quality services, we require a small booking deposit that goes towards the final value of the service.
Please note that this is a minimum deposit, and the actual amount may vary depending on the duration and type of treatment. In some cases, we may require a higher deposit of up to 50% or even 100% of the total service cost.
Your appointment is a verbal contract, and the time slot is reserved especially for you. Therefore, we respectfully ask that if you are unable to attend your appointment, please contact us at least 48 hours in advance to avoid the loss of your deposit. If we do not receive 48 hours notice to cancel your appointment, then unfortunately, your deposit becomes non-refundable or transferable.
Returning clients who fail to attend an appointment will be asked to pre-pay in full for their next appointment. Time slots are allocated in accordance with the services required.
If you are more than 15 minutes late, your appointment may have to be cancelled or rescheduled so as not to delay other services, and your deposit may not be refunded.
Cancellations must be made at least 48 hours before the appointment, and deposits/cancellation fees are based on a small portion of the cost of the service, including basic wages, products ordered in anticipation of the service, and loss of income as we are unable to fill the cancelled space in a short time.
In the event, we may need to reschedule or cancel your appointment under emergency circumstances or beyond the clinic’s control, we will do our best to find the next available appointment and either hold your deposit to go towards the appointment or refund it should you wish to cancel. Please note that deposits can take up to 14 working days to be refunded.
We accept deposits by bank transfer, cash, and card payments to secure a booking. In case of a no-show or late cancellation, the deposit is non-refundable or transferable.
Our cancellation or ‘No Shows’ Policy
We value your appointments and our team’s time, so we kindly ask that you cancel or reschedule your appointment with sufficient notice. Last-minute cancellations or ‘no-shows’ will incur a cancellation fee.
We understand that sometimes, unforeseen circumstances may require you to cancel or reschedule your appointment. However, we kindly request that you do so in a timely manner to avoid any inconvenience to other clients on our waiting list.
To cancel or reschedule your appointment, please call us at 0116 262 1118 or 0116 253 0057. This way, our team can adjust their schedules accordingly and offer the available slot to someone else.
We are more than happy to accommodate your needs, as long as you give us the courtesy of enough notice. That’s why we kindly request the following notice of cancellation or rescheduling:
- Appointments made within 24 hours are automatically subject to a cancellation fee.
- 24 hours advance notice is required when cancelling an appointment. This allows the opportunity for someone else to schedule an appointment.
- If you provide us with a cancellation notice of less than 24 hours’ notice for an appointment booked for one hour or less, 50% of the service price will be charged.
- If you provide us with a cancellation notice of less than 48 hours’ notice for 90 minutes, 2 hours, and group bookings, 50% of the service price will be charged.
“No Shows”
Anyone who either forgets or consciously chooses to forgo their appointment with no contact will be considered a “No Show”. They will be charged the full amount for their “missed” appointment(s), and future service will be denied until payment is made.
Reminder and Responsibility
As a courtesy, we do contact you to confirm the date and time of your appointment. However, it is your responsibility to remember your appointment dates and times to avoid missed appointments and cancellation fees. You are always welcome to call and double-check any appointments if you’re unsure.
Refund Policy
We strive to provide excellent service to our clients, but we understand that sometimes things may not go as planned. Therefore, please take note of our refund policy:
- If you cancel your prepaid appointment within our required notice period of 48 hours, we will refund you within 7-14 working days.
- We would like to remind our valued clients that refunds are not guaranteed for packages, gift vouchers, or any other product or service purchased at the clinic in the event of a change of mind after leaving.
- If you cancel a partially used service, you will be charged for the services you have used, and a cancellation fee of £15 will be applied to cover our administration costs.
- Please note that if you purchased a service under a special offer price and used it partially, a full price will be charged for the services used, and an additional fee of £15 will be charged as an administrative cost.
- Refund requests must be made within our required notice period of 48 hours before the booked appointment or purchase of any services and products.
We appreciate your understanding and cooperation in ensuring a fair and efficient refund policy for all our clients.
Parking Notice
Please note that we do not have private car parking available. However, “Pay & Display Parking” is available on the main road and side roads, and parking tickets can be obtained from nearby machines. To ensure a smooth experience for you and our other customers, we recommend planning your visit at least 30 minutes before your scheduled appointment. Thank you for your cooperation in helping us provide the best possible service to our clients.
Gender-Specific Therapy Policy
We have a strict gender-specific therapy policy in place to ensure that every patient is comfortable during their treatment. Male therapists will only treat male patients, and female therapists will only treat female patients. This policy is in place to respect cultural and personal beliefs and to maintain patient dignity.
Please note that any inappropriate behaviour towards our therapists or staff will not be tolerated, and we reserve the right to refuse service to anyone who does not abide by our policy.
Lateness Policy
To ensure prompt and efficient service, we kindly request clients arrive 5-10 minutes prior to their scheduled appointment for necessary paperwork. Our therapists are only able to work up to 5 minutes past your scheduled end time. If you arrive late, your session may need to be shortened to accommodate other appointments.
Please note that in case of a late arrival, the full treatment price will still apply. Our therapists value their time and have specifically allocated the set time for your appointment. If your treatment time is reduced due to tardiness, the full fee for the reserved time will be charged.
It is important to arrive on time as appointment times are arranged specifically for each client. Late arrivals may result in shorter treatment times to accommodate those scheduled after you.
In the unlikely event that we are running late, we will still provide you with the full duration of your booking. Your appointment time is reserved for you alone, and we aim to provide you with the best possible experience.
Gift Vouchers Policy
At Kerala Ayurveda Clinic, our gift vouchers/e-vouchers can be redeemed for a specific monetary value or treatment service at our specified location. To validate your voucher, please provide the unique reference number when booking and hand it to the receptionist upon arrival. A valid gift voucher/e-voucher must be presented upon arrival, failure to do so will result in the full cost of the treatment being charged.
To ensure availability within the validity period, we recommend booking your appointment well in advance. Please note that gift vouchers are valid for 6 months from the date of purchase and are non-refundable and non-exchangeable under any circumstances. Please be aware that expired or voided gift vouchers/e-vouchers cannot be used or refunded.
In the event of cancellations received with less than 24 hours’ notice or failure to attend an appointment, the gift voucher/e-voucher will be considered void, and the full cost of the treatment will be charged. We do not offer refunds for gift vouchers/other products or services purchased in the clinic, including cases where you change your mind after leaving the clinic.
Any violent behaviour towards our staff regarding the expiry of your voucher will not be tolerated. However, we do offer flexibility for special circumstances where the voucher can be used by your family or friends within a valid period. No other exchange product or services will be provided.
Special Package Policy
Our packages offer either a monetary value or treatment service, which can be redeemed at our specified location. Please note that once purchased, refunds or exchanges are not guaranteed if you change your mind.
When booking an appointment, please provide the name of the payee, their contact number, and the purchase date of the package. To ensure availability, kindly book your appointment well in advance within the specified validity period. A valid package card is required on arrival, and failure to provide it will result in full payment for the treatment.
Cancellations must be made with at least 24 hours’ notice, or the full cost of the treatment will be charged, and the package session/sessions will become void.
If you cancel your package within 7 days of purchase, an administration fee of £25 will be charged, in addition to the full price of any partially used services. This fee covers the cost of processing the cancellation and associated paperwork.
Please note that the package is valid for 12 months from the purchase date, and no extensions to the validity period will be granted. The value of the package cannot be refunded or exchanged. Any abusive behaviour towards our staff in the case of expired services or packages will not be tolerated. Additionally, any free sessions included in special packages will not be valid after the expiry date.
If you have any questions about our package policy, please do not hesitate to contact us.
Personal Belongings
Please be advised that we are not liable for lost personal items during your visit. We make every effort to notify customers if lost property is found, however, we cannot guarantee the safe return of any items left behind. Responsibility for the safekeeping of personal belongings lies solely with the client, and not with our therapists or staff.
Customer-Therapist Conversation
During your session, you have the choice to communicate with your therapist as much or as little as you prefer. Your therapist will follow your lead and respect your boundaries. However, there may be times when your therapist needs to speak with you to ensure your comfort, request feedback on pressure, or provide information relevant to your treatment. Rest assured that all conversations between you and your therapist will be kept confidential and treated with the utmost professionalism and respect.
Professionalism
Our clinic maintains a high level of professionalism in all our services. There is absolutely no sexual contact or misconduct tolerated between clients and therapists at any time. If a client violates this professional boundary, the session will be immediately terminated, and the client will be required to pay the full fee. Furthermore, the client will not be allowed to return to our clinic.
We also strictly adhere to our policy of assigning male therapists to male patients and female therapists to female patients in separate rooms for all therapies.
Zero Tolerance
we are committed to providing a safe and respectful environment for all our staff and patients. We have a zero-tolerance policy towards any form of abusive or violent behaviour. This policy is in line with the government’s ‘Zero Tolerance’ initiative which allows our staff to provide care to our patients without the fear of being attacked or abused.
Our staff strives to be polite, helpful, and understanding of each patient’s unique needs and circumstances. However, any aggressive behaviour, including physical violence, verbal abuse, racial abuse, sexual harassment, or theft, will not be tolerated.
In the event of such behaviour, the patient may be removed from the Clinic’s list, and the police may be contacted in extreme cases. We ask all our patients to respect our staff and fellow patients by refraining from any unacceptable behaviour, such as using foul language or swearing, physical violence, causing damage or insulting our staff verbally. Together, we can maintain a positive and safe environment for all.
Our promise to you
We understand that changes to your appointment can be inconvenient, but sometimes it may be necessary.
We ask our staff to give a minimum of 2 weeks’ notice when changing their shifts, so you can expect at least that much notice for any changes to your booking.
If we need to reschedule your appointment due to unforeseen circumstances or illness, we’ll give you as much notice as possible and offer treatment with another qualified therapist on the same day. Our client cancellation policy protects you as well.
Thank you for your understanding and cooperation. We appreciate your business and adherence to our policies.
Locate Us
ABOUT US
USEFUL LINKS
CONTACT US
T: 0116 262 1118, 0116 253 0057
E: info@keralaayurvedaclinic.com
