Refund and Cancellation Policy - Old Rectory Spa

At Old Rectory Spa, we value your custom and aim to provide a fair and transparent policy for cancellations and refunds. Please read the following carefully before booking or purchasing with us.

1. Treatment Bookings

  • All bookings are confirmed once payment is received.

  • Cancellations made 48 hours or more before your appointment will receive a full refund (minus any non-recoverable processing fees, see Section 4).

  • Cancellations made less than 48 hours before your appointment are subject to a 50% cost of the full treatment price.

  • Missed appointments (“no-shows”) are non-refundable.

2. Gift Vouchers & Spa Packages

  • Gift vouchers and prepaid spa packages are non-refundable once purchased.

  • Requests to change bookings made 7 days prior to your visit may be offered but please note these are subject to an admin fee and cannot be guaranteed.

  • Vouchers are valid for 6 months from the date of purchase and must be used within this period.

  • Expired vouchers cannot be extended unless otherwise agreed in writing.

3. Retail Products

  • Retail products purchased in-store are eligible for a refund or exchange only if they are faulty or misdescribed.

  • For hygiene reasons, opened or used products cannot be returned.

  • If purchased online, your statutory 14-day cooling-off period applies, unless the item is sealed for hygiene purposes and has been opened.

4. Processing & Transaction Fees

When refunds are issued, please note:

  • Card processing and administrative fees incurred by us are non-recoverable and will be deducted from the refunded amount.

  • These fees typically range from 2–5% of the transaction value, depending on your payment method.

  • Example: if you paid £100 and the processing fee is 3%, a refund of £97 will be issued.

5. Our Right to Refuse Refunds

We reserve the right to refuse refunds where:

  • Services have already been provided or partly delivered.

  • Bookings are cancelled outside of the refund window.

  • The request does not comply with this policy or your statutory rights.

6. Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or Consumer Contracts Regulations 2013.