Return & Cancellation Policy
Last updated:
1. Overview
Viphnorenrax provides professional sleep hygiene consultation services. Because our services are delivered by qualified consultants whose time is reserved specifically for you, a clear and fair cancellation and refund policy is necessary to manage availability for all clients.
By booking a consultation, you agree to the terms set out in this policy.
2. Cancellation by the Client
We understand that circumstances change. Our cancellation terms are as follows:
- More than 48 hours before the session: You may cancel with no charge. Any fees paid will be refunded in full or credited toward a future session.
- Between 24 and 48 hours before the session: A cancellation fee of 50% of the session fee applies. The remaining 50% will be refunded or credited.
- Less than 24 hours before the session: The full session fee is payable. No refund will be issued for late cancellations except at our discretion in exceptional circumstances.
Cancellations must be made by contacting us by phone or email using the details at the bottom of this page. Cancellations received outside business hours will be treated as received at the start of the next business day.
3. Rescheduling
You may reschedule a session without charge provided you give at least 48 hours' notice. Rescheduling with less than 48 hours' notice will be treated as a late cancellation as described above.
Sessions may be rescheduled up to twice without charge. Subsequent rescheduling requests may incur an administration fee of £15.
Rescheduled sessions are subject to consultant availability and must be taken within 60 days of the original booking date.
4. Refunds
Refunds are processed within 5 to 10 business days of the cancellation being confirmed. Refunds will be made to the original payment method used at the time of booking.
We are unable to refund sessions that have already been delivered. If you are dissatisfied with a delivered session, please contact us to discuss the matter. We take client feedback seriously and will work to reach a reasonable resolution.
5. Non-Attendance (No-Show)
If you do not attend a session without providing any prior notice, the full session fee is payable and no refund will be issued. If you miss a session due to a genuine emergency, please contact us as soon as possible. We will consider exceptional circumstances on a case-by-case basis.
6. Multi-Session Programmes
For our four-session and eight-session programmes:
- You may cancel the programme before the first session takes place for a full refund.
- After the first session is delivered, the cost of that session will be deducted at the applicable single-session rate and the remainder refunded.
- Partial refunds for programme packages reflect the standard single-session rate for sessions already delivered.
- Unused sessions within a programme expire 12 months from the programme start date.
7. Cancellation by Us
In the unlikely event that Viphnorenrax needs to cancel a session, we will inform you as soon as possible and offer you either a full refund or the option to reschedule at no additional cost. We are not liable for losses arising from circumstances beyond our reasonable control.
8. Statutory Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation. Where our policy provides greater rights than the statutory minimum, we will honour those rights.
Under the Consumer Contracts Regulations 2013, you may have a right to cancel certain contracts within 14 days. For services booked to commence within this 14-day window, delivery may proceed with your express consent, in which case a proportionate refund of undelivered services applies.
9. Contact Us
To make a cancellation, rescheduling request, or refund enquiry, please contact us:
- Phone: +44 20 7725 0523
- Email: reach-us@viphnorenrax.world
- Address: 137 Harley St, London, W1G 6BF, United Kingdom
- Hours: Monday–Friday 9 am–6 pm, Saturday 10 am–2 pm