Keeping Our Doors Open for Everyone: A Friendly Guide to Our Cancellation Policy
At The Brightwell, our priority is supporting your health and wellbeing. Life happens, emergencies crop up, and health can be unpredictable - we completely understand. However, as a charity, every missed session or last-minute cancellation impacts our ability to support other members in need.
To help us keep our therapies accessible to as many people as possible, we would like to share a gentle reminder of our Cancellation Policy. Please see below.
Need to Cancel or Rearrange? Please give us 48 Hours' Notice
If you need to change or cancel your appointment, please give us at least two working days’ notice (48 hours). This window gives us the chance to offer the slot to another member on our waiting list who may urgently need access to our services.
How to contact us correctly
To ensure your cancellation is received and logged in time, you must reach out to us using one of the following official methods between 9:00 am and 4:30 pm, Monday to Friday:
Phone: Call the Centre on 01454 201 686
Email: Send a message to hello@thebrightwell.org.uk
Important Note: Cancellations made through social media channels or sent to individual email addresses cannot be accepted. Because these platforms are unmonitored for scheduling, cancellations sent there will unfortunately be recorded as a 'no-show'.
What happens if you cancel late or miss a therapy session?
Suggested Contributions: If an appointment is cancelled without at least two working days' notice, we will ask for the full suggested contribution for the missed therapy. Late cancellations and missed appointments result in a loss of vital funds for the Centre, which directly impacts our services.
Emergencies: We understand that true emergencies happen without warning. In cases where prior notice was genuinely impossible, exception requests will be considered thoughtfully.
Repeated Missed Appointments: If there is a pattern of repeated short-notice cancellations or 'no-shows', we reserve the right to review, adjust, or decline future bookings. If factors outside your control are causing difficulties, please talk to us so we can work together to find a solution.
Arriving for your appointment
To keep our schedule running smoothly for everyone, please plan to arrive at least 15 minutes before your scheduled session. Please check in with Reception when you come to the Centre so that we know you have arrived for your therapy. We also ask that you make your contribution at Reception prior to your appointment.
Running Late?
Call ahead safely: If you are running late, please give us a call to let us know, but only if it is safe to do so (never call while driving).
Oxygen Therapy Note: If you are booked for an Oxygen Therapy session inside the chamber, we cannot delay the session start time. However, depending on availability, we may be able to offer isobaric oxygen outside the chamber; just ask when you call.
By giving us notice whenever you can't make it, you help us keep our schedules full and ensure that every member of our community gets the care they need.
Thank you for your continued support, cooperation, and understanding!
The Brightwell Team
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