Last updated: August 2026

This policy covers cancellations, refunds and complaints for treatments booked with Motion Remedy (Balancing Health Limited).

1. Cancelling an appointment

We ask for at least 48 hours’ notice to cancel or reschedule.

• More than 48 hours before: your deposit is refunded in full, or moved to your new appointment.
• Within 48 hours: your deposit is retained.
• No-show (you don’t attend and don’t tell us): your deposit is retained. Nothing further is charged.

Your deposit is 50% of the treatment price, so a missed appointment costs you half the treatment price and no more.

If illness or an emergency prevents you attending, tell us as soon as you reasonably can. We regularly waive these charges where the reason is genuine.

If we cancel or move your appointment, you can choose a full refund or an alternative time.

2. If you’re not happy with your treatment

Please tell your therapist during the session if the pressure, technique or focus isn’t right — they can adjust it there and then, and that’s almost always the best outcome for you.

If you’re still unhappy afterwards, contact us within 7 days at [email protected] or on 01708 898950. We will:

• listen to what went wrong; and
• offer a repeat treatment with a different therapist, a partial refund, or a full refund — whichever is appropriate.

Where a treatment has not been carried out with reasonable care and skill, you are entitled to a repeat performance or a price reduction under sections 54 to 56 of the Consumer Rights Act 2015. Nothing in this policy affects your statutory rights.

3. Online bookings and the 14-day cooling-off period

Appointments booked online for a specific date and time are exempt from the 14-day right to cancel, under regulation 28(1)(h) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Our 48-hour cancellation policy applies instead.

Gift vouchers bought online are different. You have 14 days from purchase to cancel and receive a full refund, provided the voucher has not been redeemed.

4. Gift vouchers

Gift vouchers are valid for 12 months from the date of purchase. After the 14-day cancellation period, and for vouchers bought in the clinic, vouchers are non-refundable and cannot be exchanged for cash. Vouchers are transferable.

Fresha gift cards can be part-redeemed, and any remaining balance stays on the card. A printed voucher for a named treatment covers that treatment; if you book something longer or more expensive you pay the difference, and if you book something cheaper the difference is not refunded or carried forward.

We’ll always try to be reasonable about a voucher that has recently expired — please just ask.

5. How refunds are paid

Refunds go back to the original payment method within 5 to 10 working days.

6. Complaints procedure

We want you to be happy with your treatment. If you’re not, please tell us — we’d far rather know.

Step 1 — Tell us. Speak to your therapist at the time if you can. Otherwise contact us within 7 days by email at [email protected], by phone on 01708 898950, or by post to Motion Remedy, 27a Station Lane, Hornchurch, Essex, RM12 6JL. Tell us what happened, when, and what you’d like us to do about it.

Step 2 — Our response. We’ll acknowledge your complaint within 3 working days. We’ll look into it, speaking to the therapist involved and reviewing your records, and give you a full written response within 14 working days. If we need longer, we’ll tell you why and when to expect it.

Step 3 — If you’re still not satisfied. You can escalate to the professional body your therapist is registered with. You can also contact the Citizens Advice consumer service on 0808 223 1133, who can refer matters to Trading Standards.

For concerns about how we’ve handled your personal information, see our Privacy Policy — you have the right to complain to the Information Commissioner’s Office.

Every complaint is treated seriously and confidentially. Complaining will never affect the standard of care you receive from us.

7. Contact

[email protected] · 01708 898950
Motion Remedy, 27a Station Lane, Hornchurch, Essex, RM12 6JL