Cancellation & refunds

Any cancellation or change is assessed against the appointment start time. The deadline is based on when we receive your request (message, email or member area).

In the event of a documented medical emergency, we always review the request on a case-by-case basis, whatever the notice given.

A credit note is personal, valid for 12 months from issuance and can be used on all treatments, packages and gift cards. It can be combined with an additional payment if the chosen treatment costs more.

When you cancel, we first offer to reschedule your appointment. You can do this yourself from your member area up to 24 h before the treatment.

• A membership can be cancelled at any time; it ends at the close of the current monthly period, with no pro-rata refund.
• Package sessions are valid for 12 months. A session cancelled less than 24 h before is deducted from the package.
• An unused package is fully refundable within 14 days of purchase.

Gift cards are valid for 12 months and refundable within 14 days of purchase, provided they have not been used, even partially. They are neither exchangeable for cash nor reloadable.

If you arrive late, the treatment is shortened accordingly so that following appointments are respected, with no price reduction. Beyond 20 minutes late, the appointment may be treated as a late cancellation.

If we have to cancel or move an appointment, you are informed as early as possible and freely choose between a new slot, a credit note or a full refund, with no deduction.

If you disagree with a refund decision, write to us stating the treatment date and the reason: we acknowledge receipt within 48 business hours and provide a reasoned answer within 14 days. We always look for an amicable solution (new appointment, credit note or refund) before any other step.

Please contact us before opening a payment dispute with your bank: the banking procedure takes longer and freezes the case until it is settled. If no agreement is reached within 30 days, the "Complaints & disputes" section of our terms and conditions applies.

From your member area you can reschedule or cancel an appointment and track your credit notes. For anything else, write to us: we reply within 48 business hours. Refunds are issued to the original payment method and usually appear within 5 to 10 business days.