Refund & Cancellation

Cancellation by you

• More than 24 hours before the session — full refund or free reschedule.
• Between 24 and 2 hours before — 50% refund or free reschedule once.
• Less than 2 hours before, or no-show — no refund.

Cancellation by your physiotherapist

If your physiotherapist cancels for any reason, you receive a full refund or a free reschedule with the same physio or another available physio of your choice.

Technical issues

If a session cannot take place because of a verified technical problem on our side (platform downtime, payment glitches, video meeting failure attributable to us), you receive a full refund or free reschedule. Issues with your own device, network, or video meeting account do not qualify.

Quality concerns

If you are not satisfied with a session, email hello@lughaphysio.comwithin 7 days. We review every complaint and may grant a refund or credit at our discretion.

How refunds are issued

Approved refunds are returned to the original payment method within 5–10 business days. The time your bank takes to post the refund is outside our control.

Subscriptions / packages

Pre-paid session packages are non-transferable. Unused sessions remain valid for 12 months from purchase and are refundable pro-rata if you cancel the package in writing.

Statutory rights

Nothing in this policy limits any non-waivable consumer rights you have under the law of your country of residence.