Cancellation and Refund Policy
Last updated: 19 October 2026
This policy explains how payment, cancellations, rescheduling and refunds work for every booking with Outcall Massage London.
- Open 24 hours, 7 days a week
- Qualified, DBS-checked therapists
- Travel across London included
At a Glance
| Situation | What happens |
|---|---|
| You cancel 12 hours or more before your appointment | Full refund |
| You reschedule 12 hours or more before your appointment | Free of charge, subject to therapist availability |
| You cancel less than 12 hours before your appointment | Your payment is non-refundable |
| You are not at the address when your therapist arrives | Treated as a no-show; your payment is non-refundable |
| We have to cancel | 100% refund |
Payment in Advance
Full payment is required at the time of booking to secure your appointment. Your booking is confirmed once payment has been received. Card payments are processed through a secure, encrypted payment gateway.
Cancelling Your Booking
To receive a full refund, cancel at least 12 hours before your scheduled appointment time. For example, to cancel a 9pm appointment with a full refund, let us know by 9am the same day.
To cancel, call us on +44 7460 672100, send a WhatsApp message to the same number. The notice period is measured from the time we receive your call or message. Refunds are made to your original payment method; how quickly the money appears depends on your bank.
Late Cancellations
Cancellations made less than 12 hours before the appointment time are non-refundable, and the full advance payment is forfeited. By that point, your therapist’s time has already been set aside for you.
No-Shows
If you are not present at the booked address when your therapist arrives, the appointment counts as a no-show and the advance payment is non-refundable. To avoid this:
- Double-check the address, postcode and, for hotels, the room number when you book.
- If you are staying in a hotel, let reception know a therapist is coming so they are not held at the front desk.
- Keep your phone with you around the appointment time.
Rescheduling
You can move your appointment free of charge if you ask at least 12 hours before the original appointment time, subject to therapist availability. Call or message us with the new date and time you would like.
If We Have to Cancel
Occasionally a therapist or the business may need to cancel because of unforeseen circumstances or an emergency. If this happens, we will contact you as soon as possible and issue a 100% refund of your advance payment promptly.
Your Statutory Rights
This policy does not affect your statutory rights as a consumer.
Questions
Call +44 7460 672100 at any hour. You can also read about how we handle your personal information in our privacy policy.