Implemented: 15 July 2024 · Last reviewed: 11 March 2026 · Next review: 10 March 2027
At Aruka Centre, we understand that unexpected circumstances arise. These policies are designed to ensure that therapists’ time is respected while maintaining fair access to services for all clients. We appreciate your understanding and cooperation.
1. No-Show
A no-show occurs when a client does not attend a scheduled session and fails to notify the Centre at least 24 hours in advance.
- No-show appointments attract a 100% session fee
2. Late Cancellation
- Cancellations made less than 24 hours before the scheduled appointment are considered late cancellations
- Late cancellations attract a 50% session fee
3. Rescheduling
Clients who are unable to attend a scheduled session are encouraged to reschedule as early as possible.
- Appointments may be rescheduled without penalty if notice is given at least 24 hours before the scheduled session
- Requests to reschedule within 24 hours of the appointment time may be treated as a late cancellation, and the 50% session fee may apply
- Rescheduled appointments are subject to therapist availability
- Frequent rescheduling may limit future booking flexibility, and the Centre may require advance payment before confirming new appointments
4. Fee Application
- Any applicable no-show or late cancellation fee must be paid before the next appointment can be scheduled
- For prepaid packages, the missed session will be deducted from the package balance
5. Late Arrival
- Sessions will end at the originally scheduled time to avoid delays for other clients
- If a client arrives more than 20 minutes late, the session may be considered a no-show and the full session fee may apply
6. Repeated No-Shows
Two consecutive no-shows may result in:
- A requirement for full prepayment before future bookings, or
- Temporary suspension of booking privileges
7. Refund Policy
Aruka Centre handles refund requests on a case-by-case basis at the discretion of management. The following guidelines apply across all payment types. Refunds, where approved, are returned to the original payment method (mobile money or card) within 5–10 business days.
Full Session Payments
- Full session payments are non-refundable once a session has taken place
- Where a session has not yet taken place, a refund request may be considered at management’s discretion, subject to the cancellation terms above
- Late cancellation and no-show fees are non-refundable
Deposit (50%) Payments
- A 50% deposit paid to secure a session is refundable if the client cancels at least 24 hours before the scheduled appointment
- Deposits cancelled within 24 hours of the scheduled session are non-refundable
- Where a deposit is refunded, the full deposit amount is returned to the original payment method — mobile money or card — within 5–10 business days
Session Packages
- Refunds on session packages are considered at management’s discretion based on the number of sessions already used
- Where a partial refund is approved, it will reflect the unused session value less any applicable fees
How to Request a Refund
All refund requests must be submitted in writing to finance@arukacentre.com or via WhatsApp on 0531 100 557. Please include your full name, booking reference, date of payment, and the reason for your request. A member of the team will respond within 3 business days.
8. Emergency Exceptions
Cancellation fees and refund restrictions may be waived at the discretion of management under exceptional circumstances, including:
- Medical emergencies
- Bereavement
- Documented unforeseen crises
Supporting information may be requested where appropriate.
