Services Terms and Conditions

Availability

Availability is on a first come first serve basis and an appointment is required in advance for all services. Available appointment times vary, so please get in touch directly for an up to date overview on what dates and times are available for you, or to request specific dates and times.

At present I am able to offer a variety of appointment times throughout the week, including day time, evening and weekend appointments.

I ask that all appointments be made with at least 24 hours notice - though please be aware that spaces are sometimes booked in advance, and that on occasion I may not be able to offer an appointment on short notice. I will always endevour to try and accommodate an appointment date and time that is most suitable for you.

Deposits

Deposits are required to secure a Face to Face appointment.

Deposits are made via PayPal, but please get in touch if you are unable to use PayPal for any reason, as Bank Transfer can be arranged on request.

Appointments

All services are offered by appointment only.

A deposit is required via PayPal to secure any Face to Face appointment, and full payment is required in advance via PayPal for any Distance appointments/ services (phone, skype, video call, email or messenger).

Once you have made a payment, and I receive notification of this, I will contact you to arrange a date and time for your appointment. You are welcome to message me directly before making a payment to finalise a date and time, but the appointment will not be secured or confirmed until a deposit or payment notificated has been received.

I email all of my clients a Booking Confirmation once payment is received, and a date and time has been agreed upon. This confirmation will include all the information you need, and also can act as a receipt for a deposit or payment made.

Timekeeping

Appointments are booked at specific times, so if you have made an appointment and think you are going to be late, or think that you will be unable to make your appointment time, please let me know as soon as you possibly can.

You can send me an email or text, or give me a call (leave a message if I am unable to answer).

If you are going to be late, I will always try my best to wait and keep your appointment for you, however please be aware that I may have other appointments after you, or other committments that I need to attend to.

If you are going to be more than 15 minutes late, I may be unable to continue your appointment, and we may need to reschedule another time for you. Please take a look at the section regarding Rescheduling below for further information.

Rescheduling

If you wish to reschedule your confirmed appointment, please provide as much notice as possible.

Your new appointment must be booked within 7days (from the date of your original confirmed appointment). The new appointment does not have to be completed within 7 days, only booked and confirmed.

Unfortunately, if you do not confirm a new appointment within this time, your booking will be deemed as cancelled and your deposit will not be refundable.

If for any reason your confirmed appointment is unable to be fulfilled by Holly at Heaven and Heal, you will be offered a new appointment at your convenience within my availability, or a cancellation with a full refund.

Travelling to You

In instances where you want or need me to travel to you, please get in touch to discuss prior to booking. For addresses outside of the local area, there may be an additional fee charged to cover travel expenses and travel time. This fee is variable dependent on distance and what kind of service you are booking.

Refunds

If the minimum notice period was given to cancel a confirmed appointment, your deposit or full payment will be refunded in full.

If the minimum notice period was not given to cancel a confirmed appointment, and you have paid in full at the time of booking, your payment will be refunded, minus your deposit.

If you terminated your appointment within the first 10 minutes of your reading or treatment, then a full refund will be offered to you at that time.

Please allow up to 10 working days for your refund to appear in your account.

Cancellations

If you wish to cancel your confirmed appointment, please provide a minimum of 48 hours notice.

Deposits will not be refundable if less notice than this is provided.

I understand that sometimes things happen and you may be unable to attend your original confirmed appointment, in this case, you are welcome to reschedule your appointment for another day or time. Please take a look at the section on Rescheduling for further information on this.

During your face to face appointment, if you are unhappy or uncomfortable for any reason and wish to terminate your appointment at that time, you are free to do so.

If for any reason your confirmed appointment is unable to be fulfilled by Holly at Heaven and Heal, you will be offered a new appointment at your convenience within my availability, or a cancellation with a full refund.

Complaints

If you are unhappy or uncomfortable at any time during your appointment, please make this known as soon as possible.

Please don't suffer in silence during your appointment as I am happy to do whatever I can to ensure you have an enjoyable experience.

If you are unhappy or dissatisfied with any level of service, and wish to make a complaint, please use the contact form, in the contact section to do so.

Gift Certificates

Gift Certificates are purchased to order and have a 3 month expiry.
The expiry date is shown on the Gift Certificate.

Recipients will need to get in touch directly to book their Face to Face or Online appointment (reading or reiki); or to confirm their own email address to receive their email reading.

Appointments must be made within the expiry date.

To purchase a Gift Certificate, get in touch via the contact page and let me know the full name of your recipient, and the service you would like to purchase. The Gift Certificate will then be filled out and emailed to you as a PDF for you to print, or forward on to your recipient.

Gift Certificates are priced per the service selected and are non-refundable once purchased.

Recipients are free to request a different service to the one they have been gifted, however refunds will not be provided for the difference of services of a lower price; and recipients would need to pay the difference to any service of a higher price.