Refund Policy

Refund policy

At The Vault Recovery, we aim to provide a high-quality recovery experience. Refunds are handled in accordance with consumer protection law and our Terms & Conditions.

1. One-Off Sessions

Refunds are only provided if a session is cancelled by The Vault.
If you are unable to attend a session due to exceptional circumstances (e.g., medical reasons), please contact us. Refunds or rescheduling may be considered at our discretion.
Late cancellations or no-shows are non-refundable.

2. Multi-Session Packages

Packages must be used within the timeframe specified at purchase. Unused sessions will expire after this period.
In-person purchases: Non-refundable once purchased, unless exceptional circumstances apply (e.g., documented medical issues).
Online, phone, or off-premises purchases: Subject to a 14-day cooling-off period. Refunds are available minus any sessions already used.
Missed sessions due to client error (e.g., forgetting an appointment) are not refundable.

3. Memberships

Membership fees are billed monthly in advance and are non-refundable.
Online sign-ups have a 14-day cooling-off period for a full refund, minus any services used.
Memberships may be cancelled with at least 30 days’ notice. Early termination may require payment of remaining fees unless due to medical or exceptional circumstances.

4. cancellations for one-off sessions, package booked session and membership booked sessions

At least 24 hours’ notice is requested for cancellations or rescheduling.
Late cancellations (less than 24 hours) will result in forfeiting the session or credit.
No-shows are non-refundable.
If you are more than 15 minutes late, your appointment may be shortened or cancelled.

5. Service Cancellations by The Vault

If The Vault cancels a session or temporarily closes facilities, you will be offered an alternative session or a refund for the affected session.

6. How Refunds Are Processed

Approved refunds are processed via the original payment method.
Refunds will be issued as soon as reasonably possible, typically within 14 days of approval.