Cancellation & Refund Policy

You can cancel a request, or a booking the therapist has accepted but you haven't paid for, at any time at no cost. You'll be asked for a reason, which the therapist sees.

Cancel more than 6 hours before your treatment and you'll get a full refund. Cancelling within 6 hours of your treatment is a late cancellation: 5% of the price is kept, shared between SHAI (to cover bank charges) and your therapist (who kept that time for you), and the other 95% is refunded. The app shows the exact amount before you confirm.

If a therapist declines or withdraws before you've paid, you're not charged. If they cancel after you've paid, for any reason including safety, you get a full refund and can choose another therapist.

A request closes if the therapist doesn't accept in time, and an accepted booking is released if payment isn't made in time. You're never charged in either case.

Refunds go back to the payment method you used, usually within 7 to 10 working days depending on your bank.

If a treatment didn't happen as booked, or you have a concern about your therapist, send us a message from Help & support on the SHAI website or app within 48 hours and we'll look into it. A disputed booking's payout to the therapist is held until it's resolved.