Online Sessions | Booking & Cancellation Policy

NAYA / ONLINE APPOINTMENTS

This policy covers NAYA's bookable, live online sessions, including private Face Yoga and Mat Pilates appointments and Pilates duet sessions. It does not apply to skincare products, supplements or physical goods, which are covered by our Refund Policy.

Booking and appointment confirmation

Purchasing a session does not automatically reserve a date or time. After checkout, email support@nayaglow.com with your order number, preferred dates and time zone. Your appointment is confirmed only when we have agreed the date and start time by email. We will provide the online joining details before the session.

If we cannot agree on a suitable appointment, please contact us to arrange a full refund for the unused session.

Rescheduling and cancellation

  • At least 24 hours before the confirmed start time: You may reschedule your appointment at no charge. Contact us by email, ideally with alternative dates. Refunds remain available where required by law.
  • Less than 24 hours before the confirmed start time: We may charge for the reserved appointment, up to the price of the booked session, or decline a free replacement appointment, except where applicable law requires otherwise. Please contact us if illness or an emergency prevents you attending; we will consider the circumstances fairly.
  • Missed appointments: If you do not attend your confirmed session without notice, the appointment may be treated as a late cancellation, subject to applicable legal rights.
  • If NAYA cancels: You may choose an alternative appointment or a full refund of the affected session.

The 24-hour notice period is measured backwards from the confirmed session start time in the time zone specified in your booking confirmation.

Statutory cancellation and withdrawal rights

These appointment rules do not limit any mandatory consumer rights, including statutory withdrawal rights where applicable to online purchases. In particular, a session purchased before a specific appointment date has been agreed may be subject to different statutory withdrawal rules from a session booked for a fixed date. Any applicable statutory rights take priority over our voluntary rescheduling policy.

What happens if you're late?

If you join late, we will try to make the best use of the remaining booked time. We generally cannot extend a session beyond its confirmed end time, because other appointments may follow.

How to contact us

To change, cancel or discuss your booking, email support@nayaglow.com and include your order number and confirmed session date, if one has been agreed.

These sessions support exercise and wellbeing and do not replace medical advice, physiotherapy or clinical rehabilitation.