Cancellation Policy
Elemental Nutrition
Last updated on: 14th August, 2025
1. Overview
We understand that circumstances can change. This policy ensures fairness for both clients and our practice, allowing us to manage our schedule effectively while providing flexibility when possible.
By booking an appointment with Elemental Nutrition, you acknowledge and agree to this Cancellation & Rescheduling Policy, which forms part of our service agreement.
2. Cancellation Policy
2.1 Cancellation Timeframes and Fees
More than 48 hours notice:
Full refund to original payment method, OR
Free reschedule to alternative date/time (subject to availability)
24-48 hours notice:
50% cancellation fee applies
Option to reschedule for 50% of the appointment fee
50% refund available if you choose not to reschedule
Less than 24 hours notice:
Full appointment fee charged
No refund available
Rescheduling available at full fee
No-show (failure to attend):
Full appointment fee charged
No refund available
Future appointments may require prepayment
2.2 How Notice is Calculated
"Notice" means the time between when we receive your cancellation and your scheduled appointment time.
Example: If your appointment is Monday at 2:00 PM:
Cancelling by Saturday at 2:00 PM = more than 48 hours notice
Cancelling Sunday at 3:00 PM = 24-48 hours notice
Cancelling Monday at 10:00 AM = less than 24 hours notice
3. How to Cancel or Reschedule
3.1 Cancellation Methods
To cancel or reschedule your appointment, please contact us via:
Email: Please use the contact form
Online: Through your Google Calendar appointment confirmation email (click "Cancel appointment" or "Book another appointment")
Note: Cancellations made through the Google Calendar system are automatically confirmed. For cancellations via email, you will receive separate confirmation from us.
3.2 Confirmation Required
Cancellations via Google Calendar:
Automatically confirmed when you click "Cancel appointment" in your confirmation email
You and the practitioner both receive immediate notification
Refund processing begins automatically based on cancellation timeframe
Cancellations via Email:
Cancellations must be confirmed by us to be valid
You will receive email confirmation of your cancellation within 24 hours during business days
If you do not receive confirmation, please contact us again
Business hours: Monday-Friday, 9:00 AM - 5:00 PM
3.3 Outside Business Hours
Cancellations sent outside business hours will be processed on the next business day. The cancellation timestamp will be when we receive and confirm your message, not when you sent it.
4. Rescheduling Policy
4.1 Free Rescheduling
One free reschedule per booking (when cancelled with 48+ hours notice)
Rescheduled appointment must be booked within 60 days of original appointment date
Subject to practitioner availability
4.2 Additional Rescheduling
Second or subsequent reschedules may incur a £15 administrative fee
All rescheduling requests must comply with the cancellation timeframes above
5. Emergency Circumstances
5.1 What Qualifies as an Emergency
We understand that genuine emergencies occur. The following may qualify for fee waiver regardless of notice period:
Documented medical emergencies (hospital admission, acute illness)
Death in immediate family
Serious accident or injury
Natural disasters or severe weather preventing safe travel
Other circumstances genuinely beyond your reasonable control
5.2 Emergency Process
Contact us as soon as reasonably possible
Provide brief explanation of circumstances
Documentation may be requested (e.g., medical note, death certificate)
Each case reviewed individually with compassion and discretion
Decision on fee waiver made within 2 business days
5.3 Practitioner Emergencies
If we need to cancel due to illness, emergency, or circumstances beyond our control:
You will be contacted as soon as possible
Full refund or priority rescheduling offered
No fees or penalties apply to you
6. Late Arrival Policy
6.1 Arrival Time
Please arrive 5 minutes before your scheduled appointment time to allow for check-in.
6.2 Late Arrival Consequences
5-10 minutes late: Appointment may continue with reduced time
More than 10 minutes late: Appointment may need to be shortened to avoid disruption to subsequent bookings
More than 15 minutes late: May be treated as a no-show, and full fee applies
No refunds or fee reductions for late arrivals
6.3 Communication
If you know you will be late, please contact us immediately. We will do our best to accommodate you, but cannot guarantee full appointment time.
7. Payment & Refund Processing
7.1 Payment Timing
Payment required at time of booking via Stripe payment processing
Accepted payment methods: All major credit/debit cards (Visa, Mastercard, American Express)
Payment confirmation sent automatically via email
Secure payment processing
7.2 Refund Processing
Refunds processed through Stripe within 5-7 business days of cancellation confirmation
Refunds issued to the original card used for payment
Stripe typically processes refunds immediately, but your bank may take 5-10 business days to reflect the refund in your account
You will receive email confirmation from both Stripe and Elemental Nutrition when the refund is processed
Partial refunds (50%) follow the same timeline
7.3 Payment Disputes
If you believe you have been charged incorrectly, please contact us within 14 days of the charge.
8. Consumer Rights
8.1 Cooling-Off Period
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013:
You have a 14-day cooling-off period for distance bookings
This period begins from the date of booking
If your appointment is scheduled within the 14-day cooling-off period and you wish to proceed, you waive your right to cancel without charge once the service begins
Standard cancellation fees apply for cancellations within 48 hours of appointment, even during cooling-off period
8.2 Your Rights
This policy does not affect your statutory rights as a consumer under UK law.
9. Force Majeure
Neither party shall be liable for failure to perform obligations due to events beyond reasonable control, including but not limited to:
Acts of God
Pandemic or public health emergency
Government restrictions
Severe weather conditions
Strikes or industrial action
In such circumstances, we will work with you to reschedule at no additional charge.
10. Policy Updates
We reserve the right to update this policy at any time. Changes will be posted on our website with an updated date. Your booking after changes are posted constitutes acceptance of the updated policy.
Emergency Services
Important: This website does not provide emergency medical services.
Emergency Services: 999
NHS 24-hour Helpline: 111
Thank you for your understanding and cooperation with this policy. It enables us to provide the best possible service to all our clients.