1. Cancellation or rescheduling
Cancellation or rescheduling of an appointment must be done no later than 24 hours before the agreed treatment time.
Cancellation within this deadline is free of charge.
For cancellations made less than 24 hours before the agreed treatment, the treatment provider may charge a cancellation fee equivalent to 50% of the price of the booked treatment.
2. No-shows
If the customer does not show up for an agreed treatment without having cancelled, this is considered a no-show.
In the event of a no-show, the treatment provider may charge a fee equivalent to 100% of the price of the booked treatment.
3. Delays
In the event of a delay, the treatment time may be shortened accordingly if necessary to keep the next customer's appointment on schedule.
The treatment will nevertheless be charged at the regular price. If the delay is significant, the treatment provider may, following an individual assessment, treat this as a no-show.
4. Payment of cancellation fees
If a cancellation fee or no-show fee arises, the payment claim is sent to the customer in accordance with the agreement.
Payment may be requested via a payment link, invoice, or other agreed payment method. The payment deadline is stated in the payment claim.
If the treatment was prepaid, the relevant fee may be deducted from the amount paid. Any remaining balance will be refunded.
5. Illness and unforeseen events
In the event of acute illness or other documentable and unforeseen circumstances, the treatment provider may, following an individual assessment, waive or reduce the cancellation fee.
This does not mean that the fee is automatically waived in the event of illness or other circumstances, but that each case is assessed individually.
6. Cancellation by the treatment provider
If the treatment provider must cancel an agreed treatment, the customer shall be notified as soon as possible. The customer shall not be charged for the cancelled treatment.
Any prepayment for the cancelled treatment will be refunded.
7. Acceptance of these terms
These cancellation terms apply to all treatments booked through our booking system, by phone, via message, or by other means.
By booking, the customer confirms that they have had access to and accept these cancellation terms.