Cancellation Policy

1. Definitions

1.1 Booking means your request to reserve a date and time for a Session.

1.2 Session means a booked appointment for the delivery of the Services, as defined in the Terms.

1.3 Consumer means an individual acting for purposes wholly or mainly outside their trade, business, craft or profession. All clients of Coastly Women’s Health are treated as Consumers for the purposes of this Policy.

1.4 Late Cancellation means a cancellation or reschedule request received with less than 24 hours’ notice before the scheduled start time of the Session.

1.5 No-Show means:
(a) failure to attend a Session with no prior notice; or
(b) where you have not arrived within 15 minutes of the Session start time and have not contacted us, and we are unable to deliver the Session within the remaining time.

1.6 Package means a pre-purchased block of two or more Sessions bought together at an agreed price.

1.7 Per-Session Package Value means the Package price divided by the number of Sessions in that Package.

2. How to Cancel or Reschedule

2.1 To cancel or reschedule a Booking, you must notify us as soon as possible by email to legal@coastly.co.uk.

2.2 Your cancellation or reschedule request is effective from the time we receive your email (for example, by email timestamp). We will acknowledge receipt.

2.3 Please include your full name and the date/time of the Session you wish to cancel or reschedule. A reason is not required to cancel, but providing one may help us support you appropriately.

3. Your Statutory Right to Cancel (Distance Bookings)

3.1 If you booked online or by email (a “distance contract”), you have a legal right to cancel the contract within 14 days from the day after your Booking is confirmed by us, without giving any reason. This right is provided under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

3.2 If you cancel within this 14-day period before your Session takes place, we will refund any payment received in full within 14 days of receiving your cancellation notice.

3.3 Sessions booked within the 14-day period (explicit request + acknowledgement).
If you request that your Session takes place within the 14-day cancellation period, you are asking us to begin providing the Services before that period ends. In that situation, we will ask you (during the booking process or in writing) to provide:
(a) an explicit request for the Services to begin within the 14-day cancellation period; and
(b) an acknowledgement that, once the Session is fully delivered, you will lose your right to cancel that Session.

3.4 Where you have provided the explicit request and acknowledgement in clause 3.3:
(a) if the Session has been fully delivered, your statutory right to cancel that Session ends once performance is complete; and
(b) if you cancel after the Session has commenced but before it is complete, you may be required to pay a proportionate amount for the Services provided up to the point of cancellation, as permitted by law.

3.5 Nothing in this Policy removes, limits, or overrides your statutory rights under applicable UK consumer law.

4. Standard Cancellation and Rescheduling Charges (Non-Cooling-Off Situations)

4.1 The charges in this section apply where the statutory 14-day cooling-off right does not apply (for example, where the 14-day period has expired, or where the Booking was made in person).

4.2 Your reserved Session time is held exclusively for you. Late cancellations and No-Shows often prevent us from offering that time to other clients. The charges below are intended to be a reasonable reflection of the time reserved and the opportunity cost incurred.

4.3 Charges (single Sessions):

• More than 24 hours before the Session: no charge (you may cancel or reschedule).
• Less than 24 hours before the Session (Late Cancellation): 50% of the full Session fee.
• No-Show: 100% of the full Session fee.

4.4 Rescheduling: Where you reschedule with more than 24 hours’ notice, no charge applies and your Booking will be moved to the new agreed date and time. Rescheduling with less than 24 hours’ notice will be treated as a Late Cancellation and charged accordingly.

4.5 Mitigation where we re-fill the slot.
If you Late Cancel or No-Show and we are able to re-book the cancelled time slot with another paying client, we will reduce the cancellation charge to reflect the amount we have been able to recover for that slot (up to a full reduction). Any reduction will be applied after the replacement Session has taken place.

4.6 Repeated Late Cancellations / No-Shows.
If there is a pattern of repeated Late Cancellations or No-Shows that materially affects appointment availability, we may decline future Bookings and/or require prepayment. Any such decision will be communicated in writing and applied fairly. We will not take such decisions on the basis of any protected characteristic and will act in accordance with the Equality Act 2010.

5. Late Arrivals

5.1 If you arrive late for a Session, we will do our best to accommodate you within the remaining time. However, the Session will still end at the originally scheduled time and the full Session fee remains payable.

5.2 If you have not arrived within 15 minutes of the Session start time and you have not contacted us, we may treat the appointment as a No-Show under clause 1.5.

6. Illness and Genuine Emergencies

6.1 We ask that you do not attend a Session if you are acutely unwell, particularly where your symptoms may pose a risk to us or others at the practice premises.

6.2 If you need to cancel on the day due to acute illness or a genuine emergency affecting you or a dependent, please contact us as soon as possible at legal@coastly.co.uk.

6.3 We may reduce or waive a Late Cancellation charge in clause 4.3 where there is a genuine emergency and it is reasonable to do so. We may request brief supporting information in order to apply this fairly and consistently. This does not affect No-Show charges unless you contacted us before the Session start time.

7. Packages (Blocks of Sessions)

7.1 Individual Sessions within a Package are subject to the same notice periods as clause 4.

7.2 Charges for Packages:
Where you Late Cancel or No-Show a Session that forms part of a Package, the charge will be calculated using the Per-Session Package Value:

• Late Cancellation: 50% of the Per-Session Package Value;
• No-Show: 100% of the Per-Session Package Value.

7.3 We will apply Package cancellation charges by deducting the relevant value from your remaining Package balance (which may reduce the number of Sessions remaining), or by requesting payment where the remaining balance is insufficient.

7.4 Package expiry and refunds are dealt with in the Terms. Cancellation of individual Sessions does not extend the expiry date of a Package unless we agree otherwise in writing.

7.5 If we become permanently unable to provide the remaining Sessions in a Package through no fault of yours, we will refund the proportionate value of any unused Sessions in accordance with the Terms.

8. When We Cancel or Reschedule

8.1 We may need to cancel or reschedule a Booking due to events outside our reasonable control, including illness, family emergency, or severe weather. Where this happens, we will notify you as soon as reasonably practicable.

8.2 Where we cancel or need to reschedule, we will offer you either:
(a) an alternative date and time; or
(b) a full refund of any prepaid amount for the affected Session, issued within 14 days of your written request.

8.3 We will not charge any cancellation fee where we cancel or reschedule a Session.

9. Payment of Cancellation Charges

9.1 Where a cancellation charge is due under this Policy, we will notify you by email of the amount owed and the payment details.

9.2 Cancellation charges must be paid within 48 hours of our notification, and in any event before any future Booking is confirmed.

9.3 We accept payment of cancellation charges by bank transfer or card (via payment link where available).

9.4 If payment is not received by the due date, we may withhold confirmation of any future Bookings until the outstanding balance is cleared and may recover any evidenced, reasonable, and proportionate costs we incur in pursuing the overdue balance (as set out in the Terms).

10. Refunds

10.1 Where a refund is due under this Policy, we will process it to the original payment method where possible, or by bank transfer if agreed.

10.2 Where a statutory right to cancel applies under clause 3, refunds will be processed within 14 days of receiving your cancellation notice.

10.3 For all other refunds under this Policy, we will process them within 28 days of the refund being agreed or determined.

11. Disputes About Cancellation Charges

11.1 If you believe a cancellation charge issued under this Policy is incorrect or has been applied unfairly, please contact us at legal@coastly.co.uk as a first step.

11.2 You must raise any dispute in writing within 7 days of being notified of the charge, setting out the specific amount disputed and your reasons.

11.3 If the dispute cannot be resolved through direct correspondence, you may use the complaints process in the Terms.

11.4 Nothing in this clause affects your statutory rights as a Consumer.

12. Model Cancellation Notice (Statutory Right to Cancel)

12.1 If you are exercising your statutory right to cancel a distance Booking under clause 3 of this Policy, you may use the template wording below. You are not required to use this exact form — any clear written statement that you wish to cancel the contract is sufficient.

To: Coastly Women’s Health
Email: legal@coastly.co.uk

I hereby give notice that I wish to cancel my booking for the following service:
Service booked: (e.g. Women’s Health Initial Assessment / Follow-Up Session)
Booking confirmation date: (date your booking was confirmed)
Booked Session date and time: (if applicable)
Your full name:
Email address used to book:
Date of this notice:

This Cancellation Policy should be read alongside our Terms & Conditions, available at coastly.co.uk/terms-conditions/