Cancellations and refunds

Last updated: 2 September 2026

Paying for your session

You can pay online by card through Stripe when you book on /book, or arrange payment directly with us if you book by phone. Either way, your time is held from the moment we confirm it with you.

Changing or cancelling

More than 24 hours before your session

Let us know and we will move your session to another time that suits you, free of charge. If you have already paid and would rather have your money back than rebook, we will refund you in full.

Within 24 hours of your session

We are not able to offer a change or a refund. The room and the time have been set aside for you, and at short notice we cannot usually offer them to somebody else.

If you are unwell on the day, this rule does not apply to you. Please do not come in — ring us before your appointment and we will move it once to another time, at no charge.

And if something else serious has happened, please ring us anyway. We are a family business, not a call centre, and we would rather hear from you than not.

If you do not arrive

If we do not hear from you and you do not attend, the session is counted as taken.

How to change or cancel

Ring us on 07361 600629 or email contact@h2clinic.co.uk. Please include your name and the date and time of your booking. A voicemail or an email counts as telling us — the clock stops when you send it, not when we pick it up.

Session packages

Five- and ten-session packages are bought as a whole. Individual sessions within a package follow the same 24-hour rule above. If you have used part of a package and decide not to continue, contact us and we will work out a fair refund on the sessions you have not taken, charging the ones you have at our standard single-session rate.

Your 14-day cooling-off right

Packages and membership are bought online, so under the Consumer Contracts Regulations 2013 you also have a statutory right to change your mind within 14 days of the purchase, without giving a reason, for a full refund. If you take sessions during those 14 days, you are asking us to start early — in that case the refund is the price you paid minus the sessions you have taken, charged at our standard single-session rate. To use this right, ring or email us as above.

A single session booked for a specific date and time is a leisure service supplied on a set date, which those Regulations treat differently — for single sessions, the 24-hour rule on this page is what applies.

Membership

Membership runs month by month. You can stop it at any time before your next renewal date and you will not be charged again. Sessions already included in the month you have paid for remain available to you until that month ends.

Shop orders — things we post to you

Anything you buy from our shop is covered by the same 14-day cooling-off right: you can change your mind within 14 days of the goods arriving, without giving a reason, and we will refund you in full once they are back with us. Ring or email us as above and we will tell you where to send them; return postage is yours unless the item arrived faulty, in which case everything is on us.

One honest exception, because the law makes it and hygiene demands it: cannulas and other sealed personal-use items can only be returned while the seal on each one is unbroken. An opened cannula cannot go to anyone else, so an opened pack is yours to keep — unopened packs from the same order can still come back.

If anything arrives damaged, late, or simply is not what you ordered, that is our problem, not yours — tell us and we will replace it or refund it, your choice.

If we have to cancel

If we cancel your session for any reason — illness, equipment, weather — you choose: another time that suits you, or a full refund. That applies however close to the appointment it happens.

Refunds

Refunds are made by the same method you used to pay. Once we have processed one it usually reaches you within five working days, though the exact timing is down to your bank rather than us.

If something was not right

If you were unhappy with your visit, please tell us — ideally on the day, but whenever suits you. We will listen properly and put right anything that was our fault. Nothing on this page affects your statutory rights under the Consumer Rights Act 2015.

Getting in touch

H2 Clinic, 26 Jeffords Close, Norton Fitzwarren, Somerset TA2 6FH
07361 600629 · contact@h2clinic.co.uk