Refunds & Cancellations Policy
At Healing Hub MCR, we understand that plans can change. This policy explains what happens if you need to cancel or rearrange a treatment appointment, as well as your rights when returning products purchased through our website.
Nothing in this policy affects your statutory consumer rights.
Treatment Appointment Policy
Cancelling or Rescheduling an Appointment
If you need to cancel or rearrange your appointment, please contact Healing Hub MCR as early as possible.
We ask that you provide at least 48 hours’ notice before your scheduled appointment.
Where at least 48 hours’ notice is provided, your appointment can normally be rearranged without a cancellation charge. Where a payment has been made in advance, any refund due will be returned to the original payment method.
Late Cancellations
Appointments cancelled with less than 48 hours’ notice may be subject to a cancellation charge.
Where a deposit or advance payment has been taken, Healing Hub MCR may retain a reasonable amount to cover losses directly resulting from the late cancellation, such as practitioner time or an appointment slot that cannot reasonably be rebooked.
Cancellation charges will not be excessive and will be applied fairly in accordance with UK consumer law. UK government guidance states that businesses should not automatically retain excessive deposits or impose disproportionate cancellation charges.
Missed Appointments / No-Shows
If you do not attend your appointment and have not contacted us beforehand, this will be treated as a no-show.
Any deposit or advance payment may be retained where reasonable to reflect the loss caused by the missed appointment.
Repeated no-shows may require future appointments to be paid for in advance.
Late Arrivals
Please arrive in good time for your appointment.
If you arrive late, we will always try to accommodate you; however, your treatment may need to be shortened to avoid affecting appointments scheduled afterwards.
Where a client arrives too late for the treatment to be carried out safely or properly, the appointment may need to be rearranged and may be treated as a late cancellation.
Cancelling Treatment Packages
Where you have purchased a course or package of treatments, any refund request will be considered based on:
- treatments already received;
- any package discount applied;
- costs already incurred by Healing Hub MCR; and
- your applicable statutory rights.
Treatments already provided will normally be charged at their standard individual treatment price when calculating any refund
If The Healing Hub Cancels Your Appointment
On occasion, we may need to rearrange an appointment because of practitioner availability, illness or circumstances outside our reasonable control.
If we cancel your appointment, you will be offered the choice of:
- rearranging your treatment to another available date; or
- receiving a refund for the affected appointment where you have already paid.
You will not be charged a cancellation fee where Healing Hub MCR cancels the appointment.
Online and Distance Treatment Bookings
Where a treatment or service is purchased online, by telephone or otherwise at a distance, you may have a statutory 14-day cancellation period under the Consumer Contracts Regulations.
If you specifically request that your treatment takes place within this 14-day period, different rules can apply once the service has begun or has been fully provided. For example, you may be required to pay a proportionate amount for services already supplied, and the cancellation right may end once an agreed service has been fully performed.
These statutory rights operate separately from our normal 48-hour appointment cancellation policy.
Product Order Policy
This section applies to physical products purchased from the Healing Hub MCR website, including our wellness oils and other wellness products available for delivery across the UK.
Changed Your Mind?
For most products purchased online, you have the right to tell us that you wish to cancel your order within 14 days of receiving your goods, without needing to provide a reason.
Once you have notified us that you wish to cancel, the products should normally be returned within a further 14 days.
To request a return, please contact us with:
- your name;
- order number;
- product(s) you would like to return; and
- the reason for contacting us.
We will provide the relevant return instructions.
Condition of Returned Products
Please take reasonable care of any products you intend to return.
Products should, wherever possible, be returned:
- unused;
- unopened;
- in their original packaging; and
- in a condition suitable for resale.
You may handle a product only to the extent reasonably necessary to establish its nature and characteristics. Where the value of an item has been reduced because it has been handled beyond what would reasonably be permitted in a shop, we may be legally entitled to make an appropriate deduction from the refund.
Sealed, Hygiene or Safety-Sensitive Products
Some wellness products may be supplied with protective or hygiene seals.
Where a product falls within a legal exception for sealed goods that are not suitable for return for health protection or hygiene reasons, the statutory right to cancel may no longer apply once the seal has been broken.
For this reason, please do not open or use a sealed product if you are considering returning it.
This does not affect your rights where an item is faulty, damaged or incorrectly supplied. The Consumer Contracts Regulations contain specific exceptions to the normal cancellation right, including certain sealed health or hygiene-sensitive goods once unsealed.
Return Delivery Costs
Where you are returning an unwanted product because you have changed your mind, you will normally be responsible for the cost of returning the item unless we have agreed otherwise.
We recommend using a tracked return service, as you remain responsible for the item until it reaches us.
If the product is faulty, damaged, incorrect or not as described, Healing Hub MCR will cover reasonable return costs where a return is required.
Refunds
Once your return has been received and checked, any refund due will be issued to your original payment method.
For cancelled online orders, refunds must generally be made within the statutory timeframe. For goods, a retailer may normally wait until the goods have been returned or the customer provides evidence that they have been sent back.
Where applicable, we will also refund the cost of our standard delivery option. If you selected a more expensive delivery method, such as express delivery, the additional delivery cost does not have to be refunded.
Please allow additional time for your bank or card provider to process the refund once it has been issued.
Faulty, Damaged or Incorrect Products
If you receive a product that is:
- faulty;
- damaged;
- not as described; or
- different from what you ordered,
please contact Healing Hub MCR as soon as possible.
Under the Consumer Rights Act 2015, consumers generally have a 30-day short-term right to reject faulty goods and request a refund, subject to the circumstances and applicable law. Rights to repair, replacement or other remedies may continue beyond this period.
Please provide your order number and, where appropriate, photographs showing the issue so that we can resolve it as quickly as possible.
Items We Cannot Normally Refund
Subject always to your statutory rights, we may be unable to accept returns of:
- products that fall within a statutory health or hygiene exception and have been unsealed;
- products that have been used beyond what is reasonably necessary to inspect them;
- personalised or made-to-order products where the relevant legal exception applies; or
- products otherwise exempt from the statutory right to cancel.
Sale or promotional items are not excluded from your rights simply because they were discounted. If discounted goods are faulty, your normal statutory rights still apply.
To cancel a treatment, rearrange an appointment or request a product return, please contact:
Healing Hub MCR
Manchester, United Kingdom
Email: info@healinghubmcr.co.uk
Telephone: 07497 226726
Please include your booking reference or order number where possible so we can assist you quickly.
