Zen Hut aims to provide flexibility for customers while ensuring therapists are fairly compensated for their time. The following cancellation terms apply to all bookings.

Free Cancellation
Customers may cancel a booking up to 24 hours before the scheduled appointment time and receive a full refund. If a booking is made less than 24 hours before the appointment, customers have a 10 minute grace period after booking to cancel without charge.

Late Cancellations
If a booking is cancelled between 24 hours and 2 hours before the appointment, a late cancellation fee of 30% of the treatment price will apply. The remaining 70% will be refunded to the original payment method or returned as account credit where applicable. This fee compensates the therapist for reserving the appointment slot.

Very Late Cancellations and No Shows
If a booking is cancelled less than 2 hours before the appointment, or if the customer fails to attend the appointment, the full treatment fee (100%) will be charged. No refund will be issued in these cases.

Therapist Cancellations
If a therapist cancels a booking or is unable to attend the appointment, the customer will receive a full refund. Zen Hut may also assist in rescheduling the appointment with another therapist, subject to availability. In certain situations, Zen Hut may offer account credit as goodwill compensation at its discretion.

Gift Cards, Vouchers and Account Credit
Gift cards, promotional vouchers and account credits cannot be exchanged for cash and are non refundable once redeemed. If a booking made using gift card balance or account credit is cancelled, any refund will be returned to the customer as Zen Hut account credit. These credits expire 12 months after issue. Gift cards purchased but not yet redeemed may be refunded within 14 days of purchase.

Exceptional Circumstances
Zen Hut understands that emergencies can occur. In rare cases involving genuine unforeseen circumstances, cancellation fees may be waived at Zen Hut’s discretion. Customers should contact support as soon as possible if such a situation arises.

Repeated Late Cancellations
Zen Hut reserves the right to restrict or suspend accounts that repeatedly cancel at the last minute, fail to attend bookings, or abuse the cancellation policy. This helps ensure fairness for therapists and other customers.