Terms and conditions

Booking terms

Rescheduling and Cancelling Policy

We get it—life happens! If you need to reschedule or cancel your appointment, we kindly ask that you follow our guidelines to make the process as smooth as possible for both you and our team.

Rescheduling means you're changing the time or date of your booking, and we’ll always do our best to accommodate you. However, if you're unable to make it at all, that’s considered a cancellation, and that makes us sad, but we totally understand!

How to Reschedule or Cancel:

You can reschedule or cancel through the same platform you booked on, using the Fresha app.

Please note:

  • Phone calls, texts, WhatsApp, Facebook messages, DMs, carrier pigeons, or asking a friend to tell us are not acceptable ways to cancel or reschedule. We need everything tracked and managed through Fresha to ensure accuracy.

Cancellation Fees:

  • If you cancel more than 24 hours in advance, no problem! You won’t be charged, and you can rebook for a later time on the Fresha app.

  • If you cancel within 24 hours of your booking, you will be liable to pay for the full session. This policy ensures we can maintain our commitments to our team and other clients.

Why This Policy?

We are a small, independent business, and our cancellation and refund policies help us remain accessible while also ensuring our staff is paid fairly for their time and expertise. This is why we do not offer exemptions or exceptions to our refund policies.

Therapist Allocation & Continuity of Care

We are committed to providing the highest standard of care to all clients. On occasion, due to scheduling requirements or unforeseen circumstances, your originally assigned sports therapist may be replaced by another qualified member of our team. No refunds will be provided in these circumstances.

All therapists are fully certified and experienced, and any therapist treating you will have full access to your treatment plan and relevant notes from your consultation form. This ensures continuity of care and that your progress and wellbeing remain our top priority.

We appreciate your understanding and flexibility.

Reschedule Requests via Email

If a client requests to reschedule their appointment via email, and we confirm a new appointment time in response, the new appointment time will be considered confirmed and agreed upon by the client.

Client Responsibility

It is the client’s responsibility to review our reply and attend the new confirmed appointment time. We will assume acceptance of the new time slot unless the client notifies us otherwise before the appointment.

Failure to Attend (No-Show)

If the client does not attend the rescheduled appointment, the appointment will be treated as a no-show.

In such cases:

  • The appointment will not be rescheduled again, and

  • The session will be forfeited and not extended, credited, or refunded.

No Extensions or Transfers

Missed rescheduled appointments cannot be:

  • Extended

  • Transferred

  • Credited

  • Or replaced with another appointment

Agreement to Policy

By requesting a reschedule via email, the client acknowledges and agrees to this policy once the new time has been provided.

Discount Code Policy

Single-Use Only

All discount codes are valid for one-time use only. Once a discount code has been applied to a booking, it is considered fully redeemed and cannot be reused under any circumstances.

Non-Transferable

Discount codes are non-transferable and may only be used by the original recipient for the intended booking. Codes cannot be exchanged for cash, credit, or applied to another client or appointment.

Rescheduling Policy

If a client reschedules an appointment, the original discount code will be considered used and will not transfer to the new appointment. The rescheduled booking will be charged at the standard rate unless a new valid discount code is provided.

Cancellation Policy

If a client cancels an appointment where a discount code was applied, the discount code will be considered redeemed and will not be reissued or reinstated.

Expiry and Validity

All discount codes must be used before their stated expiry date. Expired codes will not be accepted or extended.

Limitations

  • Only one discount code may be used per booking.

  • Discount codes cannot be combined with other promotions, offers, or packages.

  • Discount codes apply only to eligible services as specified.

Right to Refuse or Modify

We reserve the right to refuse, cancel, or modify discount codes at any time if misuse, fraud, or policy violations are suspected.

Membership Terms and Conditions

We’re thrilled to have you as a member of our community! To keep things running smoothly and to ensure you get the most out of your membership, please review the following Membership Terms and Conditions:

Minimum Commitment

Our memberships come with a 3-month minimum commitment. This ensures that you have ample time to experience the benefits of our services and make progress toward your goals. After the initial 3-month period, your membership will automatically renew on a monthly basis unless you choose to cancel.

Pausing Memberships

Please note that memberships cannot be paused or frozen for any reason during or after the minimum commitment period.

Booking Your Sessions

All bookings must be made via the Fresha app. This helps us manage your appointments efficiently and ensures you have control over your schedule.

  • You are responsible for booking your sessions before the renewal date each month.

  • If you do not use your sessions or fail to book them before the renewal date, unfortunately, you will lose those sessions, and they will not carry over into the next month.

Renewal and Billing

Your membership will automatically renew every month after the initial 3-month commitment. Billing will occur on the same date each month, and it is your responsibility to ensure all your bookings are made before the renewal date to avoid losing any sessions.

Membership Cancellation

You may cancel your membership anytime after the 3-month minimum commitment. Cancellations must be made through the Fresha app.

We appreciate your understanding of these terms as they allow us to continue offering quality services to all our members!

User Obligations

As a valued client of Dr Stretch, we kindly ask you to adhere to the following responsibilities when using our services and website to ensure a positive experience for everyone involved:

Accurate Information

  • Clients are responsible for providing complete and accurate information when booking services, including correct personal details, contact information, and any relevant health or medical information.

  • It is essential to update us about any changes in your medical condition, health history, or personal circumstances that may impact your treatment.

Timely Arrival

  • Clients must arrive 5 minutes before their session for their appointments and complete the consultation form before arrive. Arriving late will result in a shortened session.

  • Please don’t arrive too early

Medical Conditions and Advice

  • You are required to inform us of any existing medical conditions (such as injuries, allergies, or other health concerns) prior to your session. This ensures that we can provide safe and appropriate services.

  • If you are uncertain about receiving sports massage due to a medical condition, we recommend consulting with your physician before booking.

Inbody Scan Assessment

Please note: This is not a consultation service all your results will be provided app based on the inbody scan metric results

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