Please email contact@arra.london as early as possible if you need to change an appointment or discuss your treatment plan.
Last updated: 22nd September 2026
Give at least 48 consecutive hours’ notice, including weekends and bank holidays, in London time. Email us or use your Semble link; notice counts when received. With sufficient notice, standalone appointments may be rescheduled free or their advance payment refunded. Package and membership appointments may be rearranged free; cancelling one appointment does not end the plan or entitle you to a cash refund.
For less than 48 hours’ notice or non-attendance, any deduction is limited to the lower of the maximum disclosed at booking and our reasonable net loss, allowing for costs saved and replacement bookings. Package charges are also capped at the allocated session price. We consider emergencies individually.
Please tell us if you are running late. We will try to accommodate you without compromising care or other appointments. If treatment cannot safely proceed, we discuss rescheduling and any applicable cancellation charge.
Packages are personal and normally valid for 12 months. We do not offer discretionary refunds solely for a change of mind. Where an early cancellation refund is due, completed treatments will be charged at the standard individual prices shown when you purchased the package. Any remaining balance will be refunded after fair, proportionate deductions for cancellation losses, taking account of costs saved and replacement bookings. We will not deduct the same loss twice and will provide an itemised calculation. If ARRA cannot provide the package or advises permanently stopping treatment, the terms under “Clinical reasons and service concerns” apply. Your statutory rights remain unaffected.
Memberships run for 12 months from the agreed start date. We do not offer discretionary refunds for a change of mind or non-use of access already provided. Email us about early termination or non-renewal. The legal limits on retaining unused payments above also apply; remaining annual fees are not automatically payable in full. Payment and renewal terms are disclosed before joining.
Memberships run for 12 months from the agreed start date. We do not offer discretionary refunds for a change of mind or non-use of access already provided. Email us about early termination or non-renewal. The legal limits on retaining unused payments above also apply; remaining annual fees are not automatically payable in full. Payment and renewal terms are disclosed before joining.
If ARRA cancels a standalone appointment, you may choose rescheduling or a refund. If we cannot supply a plan or advise permanently stopping treatment, we refund its unused treatment value and unprovided membership periods, preserving discounts on completed sessions. Temporary clinical pauses are discussed individually. Completed consultations remain chargeable, subject to statutory rights. Treatment concerns are assessed and legal remedies remain available.
Where a refund is due, we will process it within 10 calendar days of receiving your request and the information reasonably necessary to process it, without an administration fee and normally to the original payment method. Any shorter statutory deadline will apply. For covered distance purchases, cancellation is available for 14 days from contract formation; any specific statutory exception will be explained before purchase. We supply applicable instructions and a cancellation form before purchase. Early service requires your express request; any charge must be proportionate. Cancellation rights end on full performance only with the required prior consent and acknowledgement. A clear cancellation statement is sufficient. Statutory rights remain unaffected.
