Cancellation & Refund Policy

2. Model Cancellation Form

To exercise your 14-day statutory right to cancel, you may complete and send this form to us. This form is only for statutory cooling-off cancellations. For session rescheduling or session cancellations, see section 3.

You may also cancel by sending a clear written statement by email to info@luminacaretherapy.co.uk stating that you wish to cancel your contract. We will send you an acknowledgement of your cancellation by email promptly upon receipt.

3. Session Cancellation

The following cancellation terms apply to all sessions booked through the Platform. Cancellation timeframes are measured from the scheduled session start time to the time you submit your cancellation.

Cancellation must be submitted via the Platform or by email to info@luminacaretherapy.co.uk. Verbal cancellations are not accepted. We will confirm receipt by email. The Platform's automated systems record cancellation timestamps, which constitute conclusive evidence of the time of cancellation.

4. Refunds Timing

Where a refund is due, it will be processed within 5 business days of the date on which we confirm the refund is owed, using the original payment method. Refunds are processed via Stripe and may take a further 3–10 business days to appear on your statement depending on your card issuer. Your statutory right to receive a refund within 14 calendar days is not affected.

5. Therapist Cancellations

If a therapist cancels a session with less than 48 calendar hours' notice, you will be offered the choice to reschedule at no additional charge or to receive a full refund for that session. We will contact you within 24 hours of being notified of the cancellation to arrange this.

6. Promo / £0 Bookings

If a booking is confirmed under a 100% discount promo code (resulting in a £0.00 charge), no monetary refund is due on cancellation. The session may be cancelled or rescheduled subject to the standard session cancellation rules in section 3. The use of a promotional code does not affect your statutory cooling-off rights under section 1.

7. Therapist Membership Cancellation

Flexi Plan therapists may cancel their membership at any time by giving 30 days' written notice via the Manage Account section or by email. No early termination fee applies. Membership and platform access will continue until the end of the notice period.

12-Month Agreement therapists who cancel before the end of the minimum 12-month term will have the remaining monthly fees for the unexpired term become immediately payable (for example, cancelling after 4 months results in 8 months × £35 = £280 becoming due). Cancellation requests must be submitted via the Manage Account section.

Founding therapists on a complimentary promotional membership are not charged during the promotional period. Standard membership fees and cancellation terms apply when the promotional period ends. Lumina will give at least 30 days' notice before charging commences.

8. Session Refunds & Payout Adjustments

Where a session refund is issued after a therapist payout has already been processed, the refunded amount will be deducted from the therapist's next available payout. Where no further payout is due (for example, if the therapist has closed their account), Lumina reserves the right to recover the amount by other means. Lumina maintains an immutable ledger of all session earnings and refund adjustments for audit purposes.

Where a session does not take place due to a Platform or technical failure attributable to Lumina, the therapist will not receive payment for that session. Where the session is rescheduled and takes place, the therapist will receive their full session fee less the applicable platform commission for the rescheduled session.