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Cancellation Policy

1. Booking & Payment To secure your booking, we require your payment details at the time of request. You will not be charged until a therapist has been successfully assigned and your booking is fully confirmed by our team. If we cannot fulfil your requested time or service, you will not be charged. 2. Cancellation & Reschedule Policy We understand that plans change. Because our therapists reserve their time and travel for you, the following terms apply: If you cancel more than 24 hours before your confirmed appointment, you will receive a full refund. Cancellations made 12 to 24 hours before the appointment will incur a 50% charge. Cancellations made within 12 hours of the appointment will incur a 100% charge. If you need to adjust the time or date, please contact us as soon as possible at hello@cozyandcoco.com so we can accommodate your request where possible. We offer a 15-minute grace period for both clients and therapists to accommodate unexpected delays. If you are more than 15 minutes late, your therapist may shorten the treatment where possible; however, it is at their discretion whether they can stay past the scheduled end time. In these cases, the full booking fee (100%) will still apply. If our Client Concierge Team or your therapist is unable to reach you during the grace period, the therapist will need to leave, and the booking will be charged in full. 3. Therapist Delays or Changes If your assigned therapist experiences unexpected delays (e.g., traffic or a previous job running over), we will notify you immediately and offer a revised start time or attempt to reassign another therapist where possible. If no suitable alternative is available, you may cancel without any fees, and no charges will apply. 4. Safety & Accessibility Please ensure the space is safe, accessible and suitable for your selected service. If a therapist arrives and cannot complete the service for reasons beyond their control (unsafe environment, incorrect booking details, unsuitable setup), it may be treated as a late cancellation. 5. Right to Refuse Service We reserve the right to refuse or discontinue service in situations involving: Unsafe or inappropriate conditions Aggressive, abusive, or disrespectful behaviour Requests outside professional or ethical boundaries In such cases, the full service fee may still apply.

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