Zohalogy Cancellation & Rescheduling Policy

Effective from: 8 August 2026

This Cancellation & Rescheduling Policy applies to bookings for Zohalogy’s individual Experiences, including the Clarity Session, Energy Immersion and Deep Illumination Experience, whether delivered in person or online. Separate cancellation and refund terms apply to Zohalogy’s training programmes and are set out in the Terms & Conditions and, where applicable, the relevant training programme information.

At Zohalogy, every appointment is reserved specifically for you. When you book an experience, time is set aside exclusively for you and, where applicable, a treatment room is booked in your name.

We understand that plans can change. This policy is designed to give you reasonable flexibility while also protecting the time, preparation and venue costs involved in providing your experience.

By making a booking, you agree to the following cancellation and rescheduling terms.

1. How to cancel or reschedule

All cancellation and rescheduling requests must be submitted by email to wellbeing@zohalogy.com.

Cancellation or rescheduling requests are processed during Zohalogy's normal business hours (Tuesday to Friday 9.30am-7.30pm and Saturday 10am-4pm excluding UK public holidays). We recommend allowing sufficient time for your request to be received and processed before the applicable deadline.

Messages sent through social media, text message, WhatsApp or other informal channels should not be relied upon as a cancellation or rescheduling request.

The applicable deadline is determined by the time at which the request is received through the designated cancellation channel, subject always to any statutory rights that cannot lawfully be excluded or restricted.

2. Rescheduling your experience

We understand that sometimes you still want your experience but need to change the date.

One rescheduling request

One rescheduling request is available per booking without an additional charge, provided the following notice periods are met:

Earl's Court appointments: at least 48 hours' notice.

Chelsea appointments: at least 7 days' notice.

The replacement appointment must take place within 30 days of the original appointment date and is subject to availability.

For Chelsea appointments, the 7-day notice requirement is necessary because the venue requires at least seven days' notice for cancellation of the room booking.

For Earl's Court appointments, the 48-hour notice requirement gives Zohalogy reasonable time to process the change and cancel the room booking where possible.

A rescheduled appointment remains subject to the cancellation terms applicable to the replacement appointment.

Rescheduling does not reset or extend the original cancellation period.

Further rescheduling requests are considered at Zohalogy's discretion and subject to availability. Where repeated rescheduling cannot reasonably be accommodated, Zohalogy may treat the request as a cancellation under this policy.

3. Cancelling more than 7 days before your appointment

If you cancel more than 7 days before your appointment, Zohalogy will consider your refund based on any direct, reasonable and non-recoverable costs arising from the cancellation.

Where no such costs have been incurred or they can be recovered, a full refund will normally be provided.

You may alternatively request to reschedule your experience in accordance with Section 2.

Chelsea appointments

Chelsea appointments involve a dedicated treatment-room booking. The venue requires cancellation at least seven days in advance.

If you cancel after the venue's cancellation deadline, Zohalogy may be unable to recover the room-hire cost. Where the room cost is genuinely non-recoverable, this direct loss may be deducted from any refund due.

At the time this policy was published, the Chelsea room-hire cost was £135.

Where this cost is genuinely non-recoverable, it may be deducted from any refund due.

The £135 is not intended as a penalty. It represents the room-hire cost that Zohalogy may actually lose when the venue can no longer be cancelled or the room cost cannot otherwise be recovered.

If Zohalogy is able to recover the cost, rebook the room or otherwise mitigate the loss, the amount retained will be adjusted accordingly.

4. Cancelling between 7 days and 48 hours before your appointment

If you cancel between 7 days and 48 hours before your appointment, you may request to reschedule your experience, subject to the relevant notice period, availability and the 30-day rescheduling limit.

If you choose to cancel rather than reschedule, any refund will take into account Zohalogy's reasonable, direct and genuinely non-recoverable costs resulting from the cancellation.

For Chelsea appointments, this may include the £135 room-hire cost where the venue can no longer be cancelled and the cost cannot otherwise be recovered.

For Earl's Court appointments, this may include the approximately £34 room-hire cost where the room can no longer be cancelled and the costs cannot otherwise be recovered.

Zohalogy will take reasonable steps to mitigate its losses, including attempting to rebook the relevant appointment or recover venue costs where reasonably possible.

5. Cancelling less than 48 hours before your appointment

Cancellations received less than 48 hours before the scheduled appointment are normally non-refundable.

This is because, at this stage, it may no longer be reasonably possible for Zohalogy to replace the appointment and recover the time and costs reserved for you.

Zohalogy will nevertheless make reasonable efforts to fill the appointment where possible.

If the appointment is successfully rebooked with another client, Zohalogy may provide a refund, less any reasonable and genuinely non-recoverable costs directly resulting from the original cancellation.

Any refund in these circumstances is therefore dependent on whether the appointment can actually be filled and what costs remain unrecovered.

6. No-shows

If you do not attend your scheduled appointment and have not cancelled or rescheduled it in accordance with this policy, the booking will be treated as a cancellation made with less than 48 hours' notice.

No refund will be provided for a no-show.

If exceptional circumstances prevented you from attending or contacting Zohalogy, you may contact us and your circumstances may be considered at Zohalogy's discretion.

7. Late arrival

Please arrive on time so that you can receive the full benefit of your experience.

Your appointment time is reserved specifically for you. If you arrive late, the experience will normally still need to finish at its originally scheduled time so that subsequent appointments, room bookings and other arrangements are not affected.

The full booking fee remains payable.

Where a late arrival materially reduces the time available, Zohalogy cannot guarantee that every element of the booked experience can be completed.

Late arrival does not entitle you to a partial refund or reduction in the booking fee.

If you arrive so late that it is no longer reasonably possible to provide the booked experience, Zohalogy may treat the appointment as a no-show.

8. Transferring your booking to another person

If you are unable to attend, you may request to transfer your booking to another person.

Any transfer requires prior written approval from Zohalogy and is only effective once Zohalogy has confirmed the transfer.

The replacement person must meet any requirements applicable to the booked experience.

A transfer does not entitle the original customer to a refund.

Until the transfer has been formally accepted by Zohalogy, the original customer remains responsible for the booking.

9. If Zohalogy needs to cancel

Occasionally, circumstances may arise that mean Zohalogy is unable to provide your scheduled experience.

If Zohalogy needs to cancel an appointment, you will be offered the choice of:

• rescheduling your experience to a suitable alternative date; or

• receiving a full refund of the amount paid for the cancelled experience.

Zohalogy will not deduct its own venue or other business costs from your refund where Zohalogy is responsible for cancelling the appointment.

10. Exceptional circumstances

Zohalogy understands that genuinely exceptional circumstances can arise.

Where a customer believes that exceptional circumstances have prevented them from complying with this policy, they are welcome to contact wellbeing@zohalogy.com.

Zohalogy may consider such circumstances on a case-by-case basis and may, at its discretion, offer an alternative arrangement.

Any discretionary decision made in exceptional circumstances does not create an automatic entitlement or precedent for future bookings.

11. Statutory rights

Nothing in this Cancellation & Rescheduling Policy is intended to exclude, restrict or override any statutory rights that cannot lawfully be excluded or restricted.

Where applicable, consumers may have statutory cancellation rights under UK consumer law, including rights relating to certain contracts entered into online or otherwise at a distance. Additional rules may apply where a customer expressly requests that a service begins during a statutory cancellation period.

Where a statutory right applies, that right takes precedence over the relevant provision of this policy.

12. How cancellation costs are calculated

Zohalogy does not intend cancellation charges to operate as penalties.

Where a cancellation results in a financial loss, Zohalogy will consider the actual, reasonable and non-recoverable costs directly resulting from the cancellation, together with any reasonable steps available to reduce that loss.

This may include non-refundable room-hire costs that vary per location where Zohalogy operates from.

Zohalogy also incurs ongoing business costs associated with maintaining access to professional treatment spaces, including membership fees that provide access to discounted room rates. These general operating costs are not automatically added to a customer's cancellation charge. They are considered part of Zohalogy's normal business overhead rather than being charged separately to an individual customer.

Where a particular cancellation results in a directly attributable and genuinely non-recoverable cost, only that relevant loss may be taken into account.

Zohalogy will not seek to recover the same loss twice.

13. Your booking and our shared commitment

Zohalogy aims to make every booking fair and transparent.

When you reserve an appointment, you are securing a dedicated period of professional time, preparation and, where applicable, a treatment room specifically for you.

We therefore ask that you extend the same consideration to Zohalogy that we extend to you when plans change.

If you need to cancel or reschedule, please let us know as early as possible. The more notice you provide, the more options we have to accommodate the change and minimise any costs for everyone involved.