The essential rule: please give at least 24 hours’ notice if you need to cancel or rearrange an appointment. This gives us a reasonable opportunity to offer the reserved time to somebody else.
01
Who this policy applies to
This policy applies to appointments, packages, programmes and recurring services provided through The Linford Method by HUMAN UPGRADE LTD.
It forms part of our Terms and Conditions. Specific written terms supplied for a programme, package or membership may include additional arrangements. If those specific terms conflict with this general policy, the specific terms take priority unless the law requires otherwise.
02
Cancelling or rearranging an appointment
You may cancel or rearrange without an appointment cancellation charge. Any appointment payment will be refunded or transferred, according to your preference.
A late-cancellation charge may apply if the reserved time cannot reasonably be filled.
Failure to attend without notice may result in a charge up to the full appointment price.
Notice is measured from the scheduled start time. For example, an appointment at 2pm on Friday should normally be cancelled by 2pm on Thursday.
03
Late-cancellation charges
Appointments reserve clinic time specifically for you. If you cancel with less than 24 hours’ notice, we will take reasonable steps to refill the appointment.
- If the appointment is refilled at the same value, no late-cancellation charge will be made and any appointment payment will be refunded or transferred.
- If the appointment cannot be refilled, we may retain or charge an amount up to the appointment price to cover the direct loss resulting from the cancellation.
- If only part of the loss is recovered, any charge will be reduced accordingly.
- We will not charge more than the direct loss reasonably caused by the cancellation.
Where appropriate, we may offer a transfer or account credit instead of a refund. This does not affect any cash-refund right you have under consumer law.
04
Non-attendance
If you do not attend an appointment and have not cancelled it, you may be charged up to the full appointment price because the reserved time is unlikely to be filled.
A missed appointment included in a package or Monthly Care may be treated as used. We may require any outstanding charge to be paid before accepting another booking.
05
Late arrival
If you arrive late, your appointment will normally still finish at the original scheduled time so that the next client is not delayed. The full appointment price remains payable.
If there is not enough time to provide the service safely, appropriately or meaningfully, we may need to stop or rearrange the appointment. In that situation, it may be treated as a late cancellation and a reasonable charge may apply.
Please contact us as soon as you know that you may be late.
06
Illness, emergencies and exceptional circumstances
Please do not attend the clinic if you have a contagious illness or if attending could create an unreasonable risk to you or another person. Contact us as soon as possible to discuss the safest option.
We recognise that genuine emergencies and unexpected serious circumstances occur. Late-cancellation and non-attendance charges may be reduced, waived or converted to a transfer at our reasonable discretion after considering:
- the amount of notice given;
- whether the appointment could be refilled;
- the circumstances and any previous late cancellations;
- costs or work already incurred for the appointment; and
- what is fair to both parties.
This discretion does not create an automatic exemption, but you are always encouraged to contact us promptly and explain what has happened.
07
If we cancel or rearrange
Occasionally we may need to cancel or rearrange because of illness, emergency, unsafe conditions, equipment failure or another event outside our reasonable control.
If we cancel an appointment, you may choose:
- a replacement appointment at a mutually suitable time;
- transfer of the payment or appointment credit; or
- a refund of the amount paid for the affected appointment.
We will give as much notice as reasonably possible. We are not responsible for indirect costs such as travel, childcare or lost earnings unless the law requires otherwise.
08
Packages, programmes and Monthly Care
The 24-hour appointment notice rule applies to appointments booked as part of a package, programme or Monthly Care.
- With less than 24 hours’ notice, or for non-attendance, an included session credit may be treated as used unless Amy agrees otherwise.
- Changing or cancelling one appointment does not automatically cancel an entire package or recurring service.
- Monthly Care has a 12-month minimum term. Cancellation requires 30 days’ notice and cannot take effect before the minimum term ends.
- An unused Monthly Care session must be taken within the following two weeks. After that, the session credit expires.
- Monthly Care may be paused for up to 30 days by prior arrangement with Amy.
- Monthly Care sessions are personal to the named member and cannot be transferred or shared.
- Payments for a billing period that has already begun are not normally refunded simply because included benefits were not used, unless the law requires otherwise or we agree otherwise.
- Any package expiry date or minimum term shown before purchase continues to apply, subject to your statutory rights.
If we make a material change to a recurring service, your options will be explained before the change takes effect.
09
Statutory online cancellation rights
If you are a consumer and enter a qualifying service contract online, by telephone or away from our premises, you will normally have a statutory right to cancel within 14 days after the contract is made.
If you expressly ask us to begin or complete a service during that period:
- you may have to pay a proportionate amount for service already supplied if you then cancel; and
- your statutory cancellation right may end once the service has been fully performed after your express request and acknowledgement.
To exercise an applicable statutory right, send a clear cancellation statement to fitaj@hotmail.co.uk. Your statutory rights take priority over this policy where the law provides greater protection.
Model statutory cancellation wording
To HUMAN UPGRADE LTD: I give notice that I cancel my contract for the following service: [service]. Booked on: [date]. Name: [name]. Address: [address]. Date: [date].
10
Refunds and transfers
Where a refund is due, we will normally return it to the original payment method within 14 days after agreeing or becoming legally required to make the refund. Bank and card-processing times are outside our control.
Where you choose a transfer or account credit:
- it must be used by any date reasonably stated when it is issued;
- it has no cash value unless we agree otherwise or the law requires a refund;
- it may be used only by the person named unless we agree to a transfer; and
- the rearranged appointment remains subject to this policy.
If a refund is reduced because of a late cancellation, we can explain how the amount was calculated on request.
11
How to cancel or rearrange
Please use the cancellation or contact facility available through Zanda, or email:
Include your full name and the date and time of the appointment. A cancellation is effective when it is sent, although keeping the confirmation is recommended.
Business details
HUMAN UPGRADE LTD
Company number 16335514
Ash Cottage, St James Road
Sway, Lymington, Hampshire
SO41 6AN
Questions or concerns about a cancellation charge should be sent to the same email address. We will review the circumstances and respond within a reasonable period.