Every appointment change must be made at least 48 hours before the session. You can review or change your booking here; for anything else, email i@treehole.hk or call 9417 9844 during office hours.
Rescheduling: A confirmed booking means we've set that time aside for you. To reschedule at no charge, do so here at least 48 hours before your appointment.
If you request a reschedule less than 48 hours before your session, whether it can be arranged depends on your therapist's availability and isn't guaranteed; if a new time can be arranged, a HK$150 administrative fee is required to confirm it — except in the following cases:
• Severe weather: if the Hong Kong Observatory has issued or forecast a Black Rainstorm Warning or Typhoon Signal No. 8 or above, the session can move online; if it cannot be held online, it may be rescheduled free of charge.
• Our error: if the reschedule is due to a system fault or administrative error on our part (not your own choice), the fee does not apply.
• Illness: if you need to reschedule within 48 hours due to illness, contact us immediately with a doctor's note to waive the fee; without one, the HK$150 fee applies.
Reschedules made less than 48 hours in advance can't yet be handled through the online system — please contact us directly.
No-shows: Missing a session without any notice, or without following the rescheduling process above, still requires payment of the full session fee. Any ForestGem spent or coupon used is not refunded, and no other arrangement or refund is available.
Lateness: If you arrive late, the session runs for the remaining scheduled time without extension. Arriving more than 30 minutes late is treated as forfeiting the session — the fee is not refunded, and any ForestGem spent or coupon used is not refunded either; no other arrangement or refund is available.
We reserve final discretion over all rescheduling, lateness, and fee arrangements.