Cancellation Policy

We understand that life happens. Our cancellation policy is designed to be fair to both our clients and to Jenna, who reserves time exclusively for each appointment. Please read this policy carefully before booking.

1. Standard Cancellations

If you cancel your appointment more than 24 hours before your scheduled start time, you will receive a full refund to your original payment method. Refunds typically appear within 5–10 business days depending on your bank.

If you cancel your appointment within 24 hours of your scheduled start time, a 50% cancellation fee applies. The remaining 50% will be refunded to your original payment method within 5–10 business days.

2. Package & Session Credit Cancellations

If you booked using a session package credit:

• More than 24 hours before your appointment: your session credit is returned to your package and remains available for future bookings.
• Within 24 hours of your appointment: the session credit is forfeited. It will not be returned to your package.

3. Rescheduling

You may reschedule your appointment at any time through your client portal.

• More than 24 hours before your appointment: rescheduling is free of charge.
• Within 24 hours of your appointment: a late rescheduling fee of 50% of the service price applies (or 1 additional session credit for package bookings). This fee is charged at the time of rescheduling via Stripe.

4. No-Shows

If you do not attend your appointment and have not cancelled or rescheduled in advance, it will be marked as a no-show. No refund is issued for no-shows. Package session credits used for no-show appointments are forfeited.

Repeated no-shows may result in account suspension or a requirement to prepay for future bookings.

5. Cancellations by The Body Refinery®

In the rare event that we need to cancel your appointment due to illness, emergency, or unforeseen circumstances, you will be notified as soon as possible and offered either:

• A full refund to your original payment method, or
• Priority rebooking at a time convenient for you

6. Late Arrivals

If you arrive late to your appointment, your session will end at the originally scheduled time out of respect for other clients. The full service fee applies regardless of the time actually received. We recommend arriving 5 minutes early.

7. How to Cancel or Reschedule

You can cancel or reschedule any upcoming confirmed appointment directly through your client portal at your bookings page. Simply open your appointment and use the Cancel or Reschedule button.

If you experience any issues, you can also contact us directly at info@thebodyrefinery.ca.

8. Refund Processing

All eligible refunds are processed through Stripe and returned to the original payment method used at booking. Please allow 5–10 business days for refunds to appear, depending on your bank or card issuer. We are unable to issue refunds to a different card or payment method than the one originally used.

9. Questions

If you have any questions about this policy or a specific booking, please reach out at info@thebodyrefinery.ca and we'll be happy to help.