Policy
Cancellation and rescheduling
Plans change. We keep this simple: tell us early and there is no charge. Last updated 27 October 2026.
The short version
- Reschedule or cancel free of charge up to 24 hours before your appointment.
- Changes within 24 hours, or a no-show, may incur a fee of 50 percent of the treatment price.
- If we need to change your appointment, we will offer a priority slot or a full refund.
- Courses, gift vouchers and deposits follow the rules below.
How to change an appointment
Message the studio on WhatsApp or email hello@komowellness.com with your name, date and reference. We confirm by email and WhatsApp. A change is only confirmed when we reply.
Fees for late changes
The fee covers the therapist's reserved time. We waive it for illness, emergencies and public transport disruption, at our discretion. Tell us what happened and we will be reasonable.
Running late
If you are more than 15 minutes late, we may shorten the treatment so the next guest is not delayed, and the full price still applies. If we cannot deliver a meaningful session, we will offer to reschedule and charge the late-change fee.
Courses
- Each session in a course follows the same 24-hour rule.
- Sessions are valid for 12 months from purchase.
- Unused sessions are refundable, less the discount applied to the course, if you decide to stop.
- Courses are transferable within a household. Tell us before the session.
Gift vouchers
- Valid for 12 months from issue and transferable once.
- Redeemable against any ritual, with the difference payable at the studio.
- Not refundable for cash, except where required by law.
- The standard cancellation rules apply once a voucher is used to book.
Deposits
Most appointments do not require a deposit. For group bookings, Head Spa for Two and peak weekend slots, we may ask for a deposit. Where a deposit applies, it is credited to the treatment and is refundable if you change more than 24 hours before.
If we change your appointment
Occasionally a therapist is unwell or a studio issue arises. If we need to change your appointment, we will contact you as early as possible and offer a priority slot with the same therapist, or a full refund of any deposit.
Exceptions
We do not charge fees for cancellations connected to a medical emergency, bereavement, or a government restriction. Tell us and we will handle it with care.