At Matthew Winters Massage, we understand that life can be unpredictable. While we aim to be flexible and accommodating, we also ask that clients respect our time and appointment system. The following policy outlines our terms regarding cancellations, rescheduling, and refunds.

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Booking and Payment

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Appointments can be secured in advance via our booking system or phone message/ Whatsapp. Payment is typically made either:​

• In advance, via online bank transfer; or

• On the day of the appointment, in person, via cash or bank transfer or payment link.

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Please note that by booking an appointment, whether paid in advance or not, you are reserving a dedicated time slot.

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Cancellations and Rescheduling​

48 Hours' Notice Required
If you need to cancel or reschedule your appointment, we kindly ask for at least 48 hours’ notice. This allows us the opportunity to offer the slot to another client.

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• More than 48 hours’ notice: No fee is charged, and if payment has already been made, a full refund will be issued or the payment can be applied to a future booking.

• Less than 48 hours’ notice:

  • If you have already paid, 50% of the treatment fee will be retained.

  • If you have not yet paid (e.g. you intended to pay in person), you will be invoiced for 50% of the booked session fee, payable via bank transfer.

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No-shows without prior notice will be charged half the full treatment fee.​

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Exceptional Circumstances

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We understand that emergencies and exceptional situations do occur. Please contact us directly if you believe your situation warrants special consideration. Requests will be reviewed on a case-by-case basis.

 

Refunds After Treatment

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Refunds are not issued after a treatment has been completed, except in the unlikely event of an administrative error (e.g. duplicate payment). Due to the nature of massage therapy and the time and skill involved in each session, treatments are non-refundable once provided.

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​Thank you for your understanding and cooperation.