Booking Policy

Making a booking

Bookings are made online, by WhatsApp, or in studio, and are confirmed only once you receive a confirmation email. Where card payment is required, your slot is held briefly while you pay and is confirmed once payment succeeds. Where paying at reception is offered, your booking is confirmed on submission and settled on arrival.

Arrival

Please arrive five minutes before your session so we can settle you in. Sessions start and end at the scheduled time — arriving late will shorten your session, and arriving more than 10 minutes late may mean we cannot treat you, in which case the session is treated as a late cancellation.

Cancellations and rescheduling

• More than 24 hours before your session: cancel or reschedule free of charge using the link in your confirmation email.
• Less than 24 hours before your session: the session cannot be moved or cancelled and is charged in full. If it was paid from a package, the session credit is used.
• No-shows: charged in full.

If you are unwell on the day, contact us as early as possible — we would rather move you than have you attend a session that is not safe for you.

Refunds

Where a session is cancelled with more than 24 hours' notice and was paid by card, we refund to the original card. Refunds are processed through our payment provider and usually reflect within a few working days. Packages and bundled sessions are non-refundable and expire at the end of their validity period.

Packages and credits

Package sessions are personal to you, cannot be transferred or shared, and must be used within the validity period stated at purchase. Any sessions remaining at expiry are forfeited.

Changes on our side

Very occasionally we may need to move or cancel a session — for equipment servicing, staff illness, or circumstances beyond our control. We will contact you as early as possible and offer the first available alternative, a session credit, or a full refund.

Health screening

Some conditions require written clearance from your doctor before we can treat you. These are listed before you book and in our Terms & Conditions. If clearance is needed and not provided, we may need to postpone your session.

Contact

Email help@rohalya.com for anything about your booking, or book a session.