CANCELLATION POLICY

OVERVIEW

At Willow Wellness Centre, we understand that plans can change. However, to maintain the quality of our services and respect the time of our practitioners and instructors, we have implemented the following cancellation policy for all classes and appointments.

STANDARD CANCELLATION POLICY

For All Services (Fitness Classes, Private Sessions, and Service Appointments):

• Minimum Notice Required: 12 hours prior to scheduled class or appointment time
• Cancellation Method: Cancellations must be made through our online booking system, mobile app, or by calling the centre directly at 514-236-1645
• Confirmation: All cancellations will receive a confirmation email or text message (based on your communication preferences)

LATE CANCELLATION AND NO-SHOW FEES

These fees will be automatically charged to the payment method on file

EXCEPTIONS

We understand that emergencies occur. The following exceptions may apply at management's discretion:

Please note that work-related conflicts, transportation issues, or other personal scheduling conflicts do not qualify as emergencies.

CLASS CREDIT POLICY

• For Pay-Per-Class Clients: If you cancel with more than 12 hours' notice, your class credit will be returned to your account
• For Class Package Holders: If you cancel with more than 12 hours' notice, the class will be credited back to your package

RECURRING APPOINTMENTS

For clients with standing weekly appointments:

• The standard 12-hour cancellation policy applies to each individual appointment
• After three late cancellations or no-shows within a three-month period, we reserve the right to release your recurring appointment slot

ARRIVAL TIME

To fully benefit from your session and out of respect for subsequent appointments:

• Please arrive at least 10 minutes before your scheduled class time
• For private appointments, please arrive 5 minutes early to complete any necessary forms
• You will not be granted access to a class if more than 10 minutes late
• Late arrivals to appointments may result in a shortened session, as appointments must end at their scheduled time

PAYMENT OF FEES

All cancellation fees will be processed using the payment method on file. Unpaid cancellation fees must be settled before booking future appointments or classes.

POLICY UPDATES

This policy is subject to change with reasonable notice. Any changes will be communicated via email and posted at the Centre.

ACCEPTANCE OF POLICY

By booking a class or appointment at Willow Wellness Centre, you acknowledge that you have read, understood, and agree to this cancellation policy.

LANGUAGE

This policy has been drafted in English and translated to French using translation tools. In case of any inconsistency between the English and French versions, the English version shall prevail to the extent of such inconsistency.