Legal

Cancellation & Refund Policy

Last updated: 23 August 2026

Sessions are one to one, which means the time is held for you and nobody else. This policy explains what happens when plans change, on your side or ours.

1. The short version

2. Giving notice

To cancel or reschedule, write to pozzi.marina18@gmail.com or reply to your booking confirmation. Notice counts from the moment your message reaches us, not from when it was written.

With more than 24 hours' notice, there is no charge and we will find you another time. With less than 24 hours, the slot can rarely be filled, so the full fee may apply.

3. Late arrival

If you arrive late, we will use whatever time remains and adapt the session accordingly. The session still finishes at its scheduled end time, so that the next client is not affected, and the full fee applies.

For in-home sessions, if we cannot access the address within 15 minutes of the agreed start time and have not heard from you, the session is treated as missed.

4. Missed appointments

A session missed without any notice is charged in full. If missed appointments happen repeatedly, we may ask for payment in advance for future bookings.

5. Illness, injury and emergencies

Please do not come to a session if you are unwell or contagious. Tell us as early as you can and we will move your appointment at no cost.

We apply this policy with common sense. Sudden illness, an acute injury, a family emergency or a genuine crisis will not be penalised. What the 24-hour rule is really for is avoidable last-minute changes, not real life.

6. If we have to cancel

If we cancel or need to move your session for any reason, you may choose between the next available appointment at a time that suits you, or a full refund of anything already paid for that session. Refunds in this situation are issued within 7 business days.

7. Packages and prepaid sessions

Where a package of sessions is offered, the number of sessions, the price and the validity period are confirmed to you in writing at the time of purchase. Unless stated otherwise:

• Packages are personal to you and cannot be transferred or shared.
• Individual sessions within a package follow the same cancellation rules set out above. A late cancellation uses up one session from the package.
• Sessions expire at the end of the validity period. If a medical reason prevents you from using them in time, contact us and we will consider an extension in good faith.

If you wish to stop a package part-way through, unused sessions may be refunded at the standard single-session rate, meaning the discount applied to the package is deducted from the refund.

8. Refunds

Refunds are issued to the original payment method. Once approved, please allow up to 7 business days for us to process it, plus whatever time your bank or card issuer needs.

Completed sessions are not refundable. If you are unhappy with a session, tell us. We would much rather hear about it and put it right than leave you dissatisfied, and in some cases we may offer a complimentary follow-up.

Any travel supplement for an in-home session is refunded on the same terms as the session itself.

9. The free consultation

The 15-minute introductory consultation is free and carries no obligation. There is nothing to refund and nothing to cancel formally, though we appreciate a message if you can no longer make it.

10. Insurance claims

Payment for sessions is due to us regardless of whether your insurer reimburses you. A rejected or delayed insurance claim is not grounds for a refund. See the Terms & Conditions for more on insurance and referrals.

11. Contact

To cancel, reschedule or ask about a refund, write to pozzi.marina18@gmail.com.

Marina Pozzi Wellness LLC
New York, New York, United States