1. Cancelling a treatment booking
You can cancel a treatment booking from the app. The cancellation charge is always measured against the full treatment price, and you are only ever refunded money you have actually paid:
• Before 00:00 UK time on the day 7 days before your appointment: no charge, 100% of the treatment price is refundable.
• From then until 48 hours before: 50% charge.
• 24 to 48 hours before: 75% charge.
• Less than 24 hours before, or if you do not attend (no-show): 100% charge, no refund.
Your refund is shown to you in the app before you confirm a cancellation. The policy that applies to a booking is the one you accepted when you booked.
Deposits: treatments over £100 booked more than 7 days ahead can be secured with a 50% deposit. The remaining 50% becomes due at 00:00 UK time 7 days before your appointment date, and we remind you at 00:00 on 7, 5, 3 and 1 day before. If the balance is not paid by 01:00 UK time the day before your appointment, the appointment is cancelled, the slot is released and the deposit is kept. An unpaid balance is never chased.
If you cancel a deposit booking before the balance becomes due, your deposit is refunded less the Arctic Transactional Fee taken from that deposit payment (for example £100 less £3.42 = £96.58). From the moment the balance becomes due the deposit is non-refundable, because the cancellation charge is at least 50% of the treatment price.
2. Why the policy uses a sliding scale
The cancellation policy uses a sliding scale because the impact of a cancellation on a practitioner increases as the appointment gets closer.
When a customer cancels further in advance, the practitioner has a greater opportunity to make the appointment available again and secure another booking. Practitioners may advertise availability weeks or months in advance, giving customers time to arrange work, childcare, travel and other commitments.
As the appointment approaches, the opportunity to replace the booking becomes increasingly limited. A slot made available only a few days before an appointment may be significantly harder to fill, particularly for high-demand or limited weekend availability.
For this reason, Arctic Studios uses a proportionate cancellation structure:
• 7 days or more before the appointment: 100% of the refundable treatment value
• 48 hours to 7 days before the appointment: 50%
• 24 to 48 hours before the appointment: 25%
• Within 24 hours: 0%
The purpose of the sliding scale is not to penalise customers, but to provide a predictable framework that recognises the increasing difficulty for practitioners to replace cancelled appointments as the appointment time approaches.
3. The Arctic Transactional Fee
You only ever pay the treatment price shown at checkout. Arctic Studios does not add any fee on top.
Out of that payment, Arctic Studios keeps an Arctic Transactional Fee to cover secure card processing and running the booking platform. The fee is shown at checkout and fixed at the moment you book, so a later change to the studio’s fee level never changes your booking.
When you cancel as a customer, the Arctic Transactional Fee is non-refundable because the payment has already been processed. It is deducted from the refundable amount, and your refund can never go below zero. For example, on a £100 treatment where the fee is £3.42, cancelling 7 days or more before refunds £96.58, cancelling 48 hours to 7 days before refunds £46.58, and cancelling 24 to 48 hours before refunds £21.58.
Each payment (a deposit, a balance or a full payment) carries its own Arctic Transactional Fee, fixed at the moment that payment is made. Your refund is never more than you actually paid.
4. Rescheduling
Where possible you can reschedule instead of cancelling, by asking the studio or using the app. Rescheduling more than 48 hours before your appointment does not count as a cancellation. Repeated last-minute changes may be treated as a cancellation.
5. If the studio cancels
If a studio cancels your appointment, you receive a full refund of everything you paid, including the Arctic Transactional Fee, or you can rebook at no extra cost.
6. Shop orders & returns
For products bought in our shop you have 14 days from delivery to cancel and receive a full refund, under the Consumer Contracts Regulations 2013.
To get your refund you must return the item, return it unused and, where possible, in its original packaging. Unless the item is faulty or incorrect, the cost of return postage is yours.
Sealed hygiene or health products cannot be returned once the seal is broken, for health-protection and hygiene reasons, so these cannot be refunded once opened. Faulty or incorrect items are always refunded or replaced in full.
7. Your statutory rights
Nothing in this policy affects your legal rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013, including your right to a repeat, price reduction or refund if a service is not carried out with reasonable care and skill.
8. How to cancel & contact us
Cancel from the app, or contact the studio directly. For help, email hello@arcticstudios.uk. Refunds are made to your original payment method, usually within 5, 10 business days.