Refunds Policy

Individual Treatments

A £15 deposit is required to secure all treatment appointments. Please note:

  • Your £15 deposit is non-refundable.

  • You may cancel or reschedule your appointment up to 24 hours before your appointment time without any additional charge. Your deposit will not be returned but can be transferred to a rescheduled appointment where possible.

  • Cancellations made less than 24 hours before your appointment will forfeit the deposit, unless otherwise agreed directly with Lucy.

  • Life happens and Lucy approachable — if something urgent comes up, please get in touch as soon

Treatment Bundles & Packages

Treatment bundles and packages (for example a 4 for 5 offer or any pre-purchased course of treatments) are non-refundable once purchased.

  • All sessions within a bundle must be used within 2 months of purchase.

  • Extensions or alternative arrangements can be made at Lucy's discretion — if you have a genuine reason why sessions cannot be used within 2 months, please speak to Lucy directly and we will do our best to accommodate you.

Training Courses

Training courses must be paid in full or via instalments to secure your place and are non-refundable. Please read this carefully before booking.

We put significant time, preparation, and resources into every course — from creating materials and keeping group sizes deliberately small so every student gets genuine individual attention. For this reason, course fees are non-refundable once paid. We ask that you book only when you are committed and confident in your dates.

  • Course fees are paid in full at the time of booking and are non-refundable.

  • In cases of extreme circumstances — for example a serious illness, bereavement, or family emergency — please contact Lucy directly as soon as possible. We will always consider each situation individually and with compassion, and may offer a transfer to a future course date at our discretion.

  • If you are unable to attend on the day and have not contacted us in advance, your place will be forfeited.

  • If LuceZen cancels a course for any reason, all students will receive a full refund or the option to transfer to an alternative date at no additional cost.

  • If you are unable to attend on the day due to illness or emergency, you may transfer to the next available course date at no additional charge, subject to availability, provided you notify us before the course begins.

Corporate & Events Bookings

Getting in Touch

To discuss a cancellation, reschedule, or any concern about your booking, please contact Lucy directly:

Lucy is always happy to have a conversation — please don't hesitate to reach out.

A 30% non-refundable deposit is required to secure all corporate wellness day and events bookings.

  • Cancellations made more than 7 days before the event: the remaining balance will not be charged.

  • Cancellations made within 7 days of the event: 50% of the remaining balance will be due.

  • Cancellations made within 48 hours of the event: the full remaining balance is due.

Getting in Touch

To discuss a cancellation, reschedule, or any concern about your booking, please contact Lucy directly:

Lucy is always happy to have a conversation — please don't hesitate to reach out.

Complaints Policy

LuceZen Advanced Bodywork & Training · 1D Atkinson Street, Shipley, Bradford, BD18 3QS · lucezen.co.uk

Last updated: June 2026

Our Commitment

At LuceZen we care deeply about the experience of every client and student. If something has not met your expectations, we want to know so we can put it right. All concerns are taken seriously and handled with care, respect, and confidentiality.

Step 1 — Talk to Us First

In most cases, concerns can be resolved quickly and informally. If something felt wrong during or after your treatment or course, please speak to Lucy directly at the time or as soon as possible afterwards. Lucy is approachable and will always listen without judgement.

Step 2 — Put It in Writing

If speaking directly hasn't resolved the issue, or if you would prefer to raise your concern in writing, please contact us at:

  • Email: hello@lucezen.co.uk

  • Post: LuceZen Advanced Bodywork & Training, 1D Atkinson Street, Shipley, Bradford, BD18 3QS

Please include your name, contact details, the date of your appointment or course, and a description of your concern.

What Happens Next

  1. We will acknowledge your complaint within 3 working days.

  2. We will investigate fully and fairly, reviewing any relevant records and information.

  3. We will provide a written response within 14 working days. If more time is needed, we will keep you updated.

  4. Where a complaint is upheld, we will apologise, explain what happened, and confirm what steps we are taking to put it right.

  5. Where a complaint is not upheld, we will explain our reasoning clearly and respectfully.

Escalation

If you are not satisfied with our response, you may escalate your complaint to the accreditation body:

  • ……

Confidentiality

All complaints are handled in strict confidence and records are retained for 3 years for quality assurance purposes.

These policies are reviewed annually. LuceZen is committed to professional standards in all aspects of our work.