At The Neurokind Hub, we understand that life is unpredictable. However, because our sensory room requires significant setup and dedicated cleaning time between sessions, we must implement the following policy to ensure the sustainability of our services.
1. Individual & Private Sessions
(Open Sessions, Private Child, and Private Adult Sessions)
Over 48 Hours’ Notice: You may reschedule your session once for free or receive a full refund.
24 to 48 Hours’ Notice: A 50% cancellation fee applies.
Less than 24 Hours’ Notice / No-Show: The full session fee is non-refundable and non-transferable.
2. Professional Private Hire
(Charity, Education, and Statutory/NHS Bookings)
Over 7 Days’ Notice: Full refund or reschedule.
2 to 7 Days’ Notice: A 50% cancellation fee is due.
Less than 48 Hours’ Notice: The full booking fee (100%) is due.
Note: For Statutory services, cancellation fees will be invoiced against the provided Purchase Order or booking agreement.
3. Lateness & Session Duration
To maintain our strict cleaning and reset schedule, all sessions must end at the designated time. If you arrive late, your session will still end at the original scheduled time to avoid impacting the next client.
4. Our "Neuro-Kind" Commitment
We work with a community where emergencies and sensory crises happen. While we must adhere to our policy to keep our doors open, we may—at our absolute discretion—offer a partial credit or reschedule for genuine medical emergencies or sudden crises, provided you contact us before your session begins.