If you need to cancel or reschedule your appointment, we kindly ask that you provide at least 24 hours' notice wherever possible. We understand that unforeseen emergencies can occasionally arise, and we will always do our best to be understanding in these circumstances.

Appointments cancelled with less than 24 hours' notice may be subject to the full session fee. This helps us manage our diary and offer appointment times to other clients.

If you cancel your appointment with at least 24 hours' notice and have paid in advance, any payment for that session will be refunded or credited, depending on your preference. Please note that refunds can take up to 10 working days to be processed.

In the event of a missed appointment without notice, we will consider the circumstances and, where this becomes a recurring issue or appointments are repeatedly missed without notice, we may charge up to 100% of the appointment fee.

For clients on a pre-paid package or block of sessions, we may instead deduct one session from the remaining package balance.

Our rights to Cancel and Applicable Refund

We may need to amend or cancel your appointment, even after this has been confirmed and paid for due to circumstances beyond our control. We will inform you of this with as much advance notice as is possible. 

Unfortunately, last minute staff sickness on the day of your session can prevent Pyramid from informing you with a greater time notice period. Where possible, we will endeavour to rearrange your session with an alternative coach/practitioner if their diary bookings permit them to cover for a colleague on the day.

Where this is not possible, we will offer a full refund or reschedule your appointment following discussion with you.