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Cancellation Policy

By making this booking, you understand and agree to the following:- 1. All services are virtual, either offline or online depending on the service. There is no physical contact between you and your practitioner, and as such, The Phoenix Palace and its employees cannot be held liable for any physical harm sustained before, during, or after a session. 2. You agree to commit to sessions booked, at the agreed appointment time. Full payment is required at the time of booking. 3. All services are non-refundable. In the event of client dissatisfaction, we will endeavour to provide an alternative session to your satisfaction, although we are under no obligation to do so. 4. If you are more than 5 minutes late to a session twice, a late fee of £20 will be added to your account, to be paid within 48 hours of the second session. The third time a client is late more than 5 minutes without prior contact with the practitioner, we will have a discussion about whether this is the right path for you, or whether you would rather seek support elsewhere. If you are late more than 15 minutes, the session will be either shorter or forfeited at the practitioner's discretion. 5. If you have an emergency, please let us know as soon as possible - we understand that sometimes life just gets in the way and we will try to reschedule your appointment. If you need to cancel a session, you must provide at least 48 hours notice and we will reschedule your appointment; you may cancel up to 3 sessions per year for free, after that you will need to rebook and pay for the additional session. If you cancel a session within 48 hours of the session or you do not attend the session, you will not receive a rescheduled appointment, and the cost of that session will not be refunded or redirected towards another appointment. If you have any questions about this policy, please send a message to nikki@thephoenixpalace.com.

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