Legal
Cancellation policy
Plans change. This is what happens when they do — for you and for us.
Last updated 19 September 2026
The short version
Tell us as early as you can and there is nothing to settle. Time set aside for you cannot be offered to anyone else at short notice, which is the whole of what a cancellation policy is about.
We are confirming how much notice we ask for and what applies inside it. Until it is published here, we agree it with you when you book — and if you are unsure what was agreed, ask us and we will tell you.
Moving a booking
Moving an appointment is easier for everyone than cancelling it, and we will always try to find you another time first. If the new time costs more than the old one, the difference is payable; if it costs less, the difference is returned.
Moving a booking more than once is fine. We would rather you came at the right time than felt committed to the wrong one.
Cancelling
The notice period and what applies inside it are being confirmed. What we can say now: we will not charge you for cancelling outside whatever that window turns out to be, and we will tell you the terms when you book rather than after you cancel.
Nothing here affects your statutory rights, and it does not apply where we have cancelled or where we could not provide the treatment.
If you are running late
Please tell us — we will do what we can. A treatment usually has to end at its scheduled time so the next guest is not kept waiting, so arriving late will normally shorten your treatment rather than extend into someone else's, and the full price still applies.
The point at which lateness means a treatment cannot go ahead is being confirmed.
If you are unwell
Do not come to the house if you are unwell or contagious. Tell us instead and we will move your appointment. We would rather rearrange than have you travel across London to be turned away, and rather than have a treatment go ahead when it should not.
The same is true if something changes in your health between booking and your visit. Some treatments — Herbal Steam in particular — are not suitable for everyone, and our team confirms suitability before a treatment begins.
If we have to cancel
We will avoid it wherever we can. If we do have to cancel or move your appointment, we will tell you as soon as we know, offer you the earliest alternative we have, and refund in full anything you have paid for it if no alternative suits you.
This applies however the cancellation came about, including where a practitioner is unexpectedly unavailable.
Gift cards and vouchers
A booking made with a gift card follows this policy in the same way as any other booking. A cancellation inside the notice period draws on the value of the card rather than being charged separately.
How long a gift card remains valid, and whether it can be transferred, are being confirmed and will be stated on the terms page.
Two or more guests
Some experiences are booked for more than one person — the Private Gongfu Tea Experience asks for a minimum of two guests. If one of your party cannot come, tell us: whether the booking can still go ahead depends on what was reserved, and we will look at it with you rather than cancel it on your behalf.
How to tell us
Contact the house as soon as you know. A message left outside opening hours still counts from when you sent it, not from when we read it.
Write to booking@orawellness.uk, or reply to the email that confirmed your booking. A telephone number is being confirmed and will be published on the About page.