Cancellation Policy

This policy explains what happens if you need to cancel, move or miss an appointment at Artisa Spa. It is part of our Terms & Conditions and applies to every appointment, however you booked it: online, by phone or at reception.

Every booking is paid in full in advance. We hold your therapist’s time for you alone, and a slot cancelled at short notice is rarely filled. The notice periods below protect our therapists and keep prices fair for everyone.

At a glance

Serious illness, bereavement or an accident: contact us as soon as you can and we will look at your circumstances individually (see section 7).

1. How to cancel or move an appointment

1.1. The quickest way is your Artisa Spa account. Sign in at your account and open your appointments to cancel, move, or ask us to change a booking, including within 24 hours of your appointment.

1.2. If you don’t have an account, call reception on 020 8558 8268 or email info@artisaspa.co.uk. Reception is open Monday to Saturday 10:00–22:00 and Sunday 10:00–20:00. Emails, voicemails and messages sent outside these hours count as received when we next open.

1.3. Notice is measured from the time we receive your request to the scheduled start time of the appointment.

2. Cancellations

2.1. 24 hours’ notice or more. You may cancel free of charge. You choose how a payment comes back: as Artisa credit, added to your account at once, or as a refund to the card you paid with, which usually appears within 5–10 working days, depending on your bank. Course sessions are returned to your course, gift voucher value is restored to the voucher and any points you used are returned to your account.

2.2. Less than 24 hours’ notice. A late cancellation charge of 100% of the price of the booked treatment(s) applies. Your payment is kept, and any course session, gift voucher value or points used for the booking are forfeited.

2.3. Artisa credit. Artisa credit is added to your Artisa Spa account at once and pays for any treatment or add-on, online (it is offered to you at checkout when you are signed in) or at reception. It lasts 12 months from the day it is issued; anything left after that expires. It has no cash value, cannot be exchanged for cash or refunded to a card later, and belongs to your account only: it cannot be transferred or given to anyone else. If an appointment paid with Artisa credit is cancelled with 24 hours’ notice, the credit is restored; a late cancellation or a no-show forfeits it, as with any payment.

Example: a £75 massage cancelled at 6pm the evening before a 10am appointment (16 hours’ notice) is charged in full.

3. Moving an appointment

3.1. 24 hours’ notice or more. You may move your appointment to another available date and time free of charge, within 4 weeks of the original date (see 3.5).

3.2. Between 24 hours and 3 hours before. You may move the appointment once, subject to availability, for a late rescheduling fee of 30% of the price of the treatment(s), paid when the new time is confirmed. Your original payment carries over to the new appointment. The new appointment is then covered by this policy in full, and it cannot be moved again at late notice.

Example: moving a £75 massage at 9am for a 1pm appointment the same day (4 hours’ notice) costs £22.50, and the £75 already paid moves to the new time.

3.3. Less than 3 hours before. The appointment can no longer be moved. If you can’t attend, it is treated as a late cancellation under section 2.2.

3.4. With 24 hours’ notice or more you may change to a different treatment at the same time, if a therapist who provides it is available. If the new treatment costs less, we refund the difference; if it costs more, you pay the difference before your appointment.

3.5. The 4-week rule. An appointment can be moved only to a date within 4 weeks (28 days) of its original date, however it was booked and however many times it has been moved: an appointment first booked for 10 November can move to any time up to 8 December. This applies to every appointment, including course sessions, and nobody at the spa can override it. To go later, use Move further out in your account, or ask reception: with 24 hours’ notice your payment becomes Artisa credit and you book the new date, paid from that credit, in one step.

4. Arriving late and missed appointments

4.1. Please arrive 10 minutes before your appointment, so there is time to settle in and go through your consultation.

4.2. If you arrive late we will do our best to give you your full treatment, but it may need to be shortened so the next client isn’t kept waiting. The full price still applies.

4.3. If you haven’t arrived 10 minutes after the scheduled start time and we haven’t heard from you, the appointment counts as a no-show and the full price is charged or forfeited, as in section 2.2.

5. Courses, gift vouchers, points and offers

5.1. Appointments booked with a course session, a gift voucher, Artisa Points or a promotional offer follow the same notice periods. With 24 hours’ notice or more, the session, voucher value or points are restored. A late cancellation or no-show forfeits the session, voucher value or points used for that booking. A late rescheduling fee is paid in money.

5.2. Course sessions and vouchers must be used before their expiry date. Cancelling or moving an appointment does not extend an expiry date.

6. If we need to cancel

6.1. Occasionally we may need to cancel or move an appointment, for example because a therapist is unwell. We will contact you as soon as we can and offer another therapist or time. If nothing suits you, we will refund your payment for that appointment in full, or restore the session, voucher value or points used.

6.2. We may also decline or stop a treatment if we believe it would be unsafe for you (for example because of a medical condition you tell us about at consultation), or if a client behaves inappropriately towards our team. In the first case we will refund or rebook without charge; in the second, the full price remains payable and we may refuse future bookings.

7. Exceptional circumstances

7.1. We apply these notice periods to every booking, so the policy is fair to all clients and to our therapists.

7.2. We know genuine emergencies happen. If serious illness, a bereavement or an accident stops you attending, contact us as soon as you can and we will consider your circumstances individually, including whether to reduce or waive the charge. This is a goodwill decision, not an entitlement, and we may ask for reasonable evidence.

7.3. Traffic, parking, public transport delays, work commitments and a change of plans are not emergencies under this section.

7.4. If you’re unwell, please don’t come in. Our therapists work in close contact with clients, and we would much rather move your appointment. Let us know as early as you can.

8. Your legal rights

8.1. Appointment bookings are for leisure services on a specific date, so the 14-day cancellation period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply to them. The notice periods in this policy apply instead. Courses and gift vouchers bought online have their own cancellation rights, set out in our Terms & Conditions and Gift Card Terms & Conditions.

8.2. Nothing in this policy affects your legal rights, including your right under the Consumer Rights Act 2015 to services carried out with reasonable care and skill. If you’re unhappy with a treatment, please tell us before you leave or contact us within 48 hours so we can put it right.

9. Changes to this policy

9.1. We may update this policy from time to time. The version published on our website when you make a booking applies to that booking.

Questions? Call 020 8558 8268, email info@artisaspa.co.uk or use our contact page.

Last updated: 5 November 2026