Last updated: 2 September 2026
This Cancellation & Refund Policy applies to bookings and services purchased from FourHandsFamily.
Rescheduling an appointment
If you need to change your appointment, please contact us as early as possible at:
Where possible, we ask for at least 24 hours’ notice before your scheduled appointment.
We will make reasonable efforts to offer you an alternative available appointment time.
Missed appointments
If you do not attend your scheduled appointment and do not provide at least 24 hours’ notice, the appointment will normally be treated as used and the £49 booking fee will not normally be refunded, as the appointment time has been reserved exclusively for you.
We may consider exceptional circumstances at our discretion. This does not affect your statutory consumer rights.
Cancelling an appointment
If you wish to cancel your appointment, please contact us as soon as possible.
If you give at least 24 hours’ notice, we will normally offer you the option to reschedule your appointment.
If you cancel less than 24 hours before the scheduled appointment, the £49 booking fee will normally not be refunded because the appointment time has been reserved exclusively for you.
We may consider exceptional circumstances at our discretion.
Your statutory consumer rights are not affected by this policy.
Your 14-day cancellation right
If you are a consumer who books a service online, you may have a legal right to cancel your contract within 14 days of entering into it.
If you ask us to begin providing the service during this 14-day cancellation period and later cancel, you may be required to pay for the proportion of the service already provided, where permitted by law.
If the service has been fully performed during the cancellation period following your express request and acknowledgement, your statutory right to cancel may end once the service has been fully provided.
Nothing in this policy limits any statutory consumer rights that cannot lawfully be excluded.
Appointments taking place within 14 days of booking
If you choose an appointment that takes place within 14 days of your purchase, we may ask you to expressly request that the service begins during your statutory cancellation period.
Late arrival
If you arrive late for your appointment, the session may still need to finish at the originally scheduled time.
Where reasonably possible, we will provide the remaining appointment time.
Cancellation by FourHandsFamily
In exceptional circumstances, FourHandsFamily may need to reschedule or cancel an appointment.
If we need to reschedule, we will offer an alternative appointment where reasonably possible.
If FourHandsFamily cancels your appointment and a suitable alternative cannot be agreed, you will receive a refund for the service that was not provided.
Technical problems
Online appointments are provided via Zoom.
If a technical problem prevents the appointment from taking place, we will make reasonable efforts to resolve the issue or rearrange the appointment.
If the service cannot be provided and cannot reasonably be rearranged, an appropriate refund will be provided where applicable.
First Conversation credit
If you subsequently purchase an eligible FourHandsFamily support package and the offer states that your First Conversation payment will be credited towards that package, the £49 paid for the First Conversation will be deducted from the eligible package price.
The credit has no separate cash value and only applies where it forms part of the offer available to you.
Refund processing
Where a refund is due, it will normally be returned using the original payment method.
Processing times may vary depending on Stripe, Apple Pay, your card provider or your bank.
Any refund due will be processed without unreasonable delay.
Consumer rights
Nothing in this Cancellation & Refund Policy limits or excludes any statutory rights you have under applicable consumer law