This Cancellation, Refund & Rescheduling Policy (“Policy”) applies to all appointments and services provided by House of Kairos, trading as KairosHealth.co.uk (“we”, “us”, “our”). By booking an appointment, you acknowledge and agree to the terms below.

1. General Principles

We value your time and ours. Appointments require preparation and allocation of clinical resources. To ensure fairness for all patients and to maintain efficient scheduling, the following rules apply to cancellations, refunds, and rescheduling requests.

2. Cancellations      

Cancellations made more than 48 hours before the scheduled appointment:

1. You may cancel your appointment and request a refund.
2. Refunds will be subject to deduction of:
   

• Stripe payment processing fees (non-refundable to us), and
• An administrative fee of £10 tocover handling costs.
  

3. The balance will be returned to your original payment method.

Cancellations made less than 48 hours before the appointment:

1. No refunds will be issued.
2. The full booking fee will be forfeited.

3. Rescheduling

One Free Reschedule

1. Eachbooking entitles you to one reschedulefree of charge, provided the request is made at least 24 hours before the appointment time.
2. The new appointment must be booked within 30 days of the original date.
3. Once this free reschedule has been used, further changes will not be permitted without incurring fees. 

Additional Reschedules

1. Any further attempts to reschedule, even with more than 24 hours’ notice, will be treated as a cancellation.
2. In this case, our cancellation rules (see Section 2) will apply, and a new booking
   will need to be made.   

Late Rescheduling (within 24 hours of the appointment)

1. Rescheduling requests made less than 24 hours before the appointment will not be accepted.
2. Such requests will be treated as cancellations, with no refund provided.
3. To secure a new appointment, you will need to pay the full booking fee again.

4. No-Shows

Failure to attend an appointment without providing notice will be treated as a late
cancellation.

No refunds or credits will be issued.

A new booking and payment will be required to
access further services.

5. Administrative Fees

Refunds are always subject to deduction of Stripe’s payment processing charges
(currently 1.5% + 20p for UK cards, or 2.5% + 20p for international cards).

In addition, a flat administrative fee of £10 will be deducted from all eligible refunds.

These deductions ensure we cover the non-recoverable costs associated with cancellations and refund processing.

6. Exceptional Circumstances

We recognise that unforeseen emergencies may arise. At our sole discretion, we may:

1. Allow an additional reschedule without penalty, or
2. Issue a partial credit to be applied toward afuture booking

Such exceptions will be made on a case-by-case basis and are not guaranteed.

7. How to Cancel or Reschedule

All requests must be made in writing to [contact@kairos.co.uk] or through our
booking system (if available).

Requests are only confirmed once you have received written acknowledgment from us.

The time of receipt of your request, not the time it was sent, will be used to determine whether notice periods were met.

8. Refund Processing

Refunds (where applicable) will be processed to your original payment method within 5–10 working days of approval.

We are not responsible for delays caused by your bank, card issuer, or payment provider.

9. Policy Updates

We may update this Policy from time to time to reflect changes in law, clinical guidance, or business operations. Updates will be published on our website, and continued use of our services will constitute acceptance of any revised terms.

10. Contact Us

For questions or to submit a cancellation or rescheduling request, please contact:

Email:
[contact@kairoshealth.co.uk]

This policy was published September 2025 and was last reviewed September 2025.