Cancellation & Rescheduling Policy

Purpose

Flo Meridian Institute™ (FMI) recognises that circumstances sometimes change and a scheduled appointment may need to be cancelled or rearranged. This policy explains the arrangements for cancelling, rescheduling or missing scheduled FMI appointments and coaching sessions, so as to provide clear and fair expectations while protecting the time reserved for each client.

Rescheduling an appointment

If you need to reschedule an appointment, please give FMI as much notice as reasonably possible. Where at least 48 hours' notice is provided, FMI will normally offer an alternative available appointment without penalty. Alternative appointments remain subject to availability and should, wherever reasonably possible, be arranged within the appropriate programme timeframe.

Cancellation with less than 48 hours' notice

Where an appointment is cancelled or a request to reschedule is made with less than 48 hours' notice, the session may be treated as used and may not automatically be replaced. FMI recognises that unexpected circumstances can occur — where there are exceptional circumstances, these may be considered reasonably and on an individual basis. Any exception is discretionary and does not create an ongoing entitlement to late rescheduling.

Missed appointments

If you do not attend a scheduled appointment and have not provided prior notice, the appointment will normally be treated as used. Where appropriate, FMI may contact you following a missed appointment. A missed session does not automatically extend the programme duration or create an entitlement to an additional replacement session.

Late arrival

If you arrive late for a scheduled appointment, the session will normally still finish at the originally scheduled time. Where the remaining time is sufficient, the session may continue for the time available. Where significant lateness means a meaningful session cannot reasonably take place, the appointment may be treated as missed.

If FMI needs to reschedule

Occasionally, FMI may need to rearrange an appointment because of illness, emergency, technical disruption or another circumstance affecting delivery. Where this happens, FMI will aim to give you as much notice as reasonably possible and will offer an alternative appointment. A session rearranged by FMI will not be treated as one of your used sessions simply because FMI needed to reschedule it.

Technical difficulties

For online appointments, both FMI and the client are expected to take reasonable steps to attend with suitable internet access, equipment and an appropriate environment. Where significant technical difficulties prevent a session from proceeding, FMI will consider the circumstances and determine an appropriate next step. Where the disruption is within FMI's reasonable control, an alternative appointment will normally be arranged.

Repeated cancellations or rescheduling

The effectiveness of coaching depends in part on continuity and consistent participation. Where cancellations, missed appointments or repeated requests to reschedule begin to affect programme participation or progress, Flo may discuss this with you and agree an appropriate way forward — which may include reviewing scheduling arrangements, participation expectations or other relevant barriers to engagement.

Programme timeframe

Clients are encouraged to use their scheduled sessions within the agreed programme period. Client-requested cancellations, missed appointments or rescheduling do not automatically extend the programme end date. Any extension or significant alteration to the agreed programme timeframe must be agreed separately with FMI.

How to cancel or reschedule

If you need to cancel or reschedule an appointment, please use the appropriate FMI scheduling or communication channel provided to you. For clients participating in the 12-Week Private Coaching Programme, programme-specific communication arrangements are provided in the FMI Communication & Between-Session Support Guide. Where possible, please avoid sending the same cancellation or rescheduling request across multiple communication channels.

Programme withdrawal and refunds

This policy relates to individual appointments and sessions — it does not determine your rights or obligations if you wish to withdraw from an entire programme. Programme withdrawal, payment obligations, statutory cancellation rights and any applicable refund arrangements are governed separately by your agreement with FMI, applicable FMI Terms & Conditions and your statutory rights.

Membership coaching services

The following service-specific rules apply to FMI membership coaching and take precedence where they differ from the general 48-hour appointment rule above:

• Structured Alignment Review — at least 48 hours' notice is required to cancel or reschedule. With less than 48 hours' notice, the review is ordinarily treated as used. A no-show ordinarily uses the review entitlement. Where FMI or Flo cancels, the member retains the entitlement and an appropriate replacement should be arranged.
• Additional Private Member Session — at least 24 hours' notice is required to cancel or reschedule. With less than 24 hours' notice, the £40 fee is ordinarily not refunded or transferred. An appointment originally booked within 24 hours of its start is non-cancellable and non-reschedulable by the member, and this is explained before payment or final confirmation.
• Supported Alignment and Integrated Alignment group sessions — member non-attendance does not create a replacement private session, credit, refund or membership extension. Where FMI cancels, an appropriate replacement group session or proportionate arrangement consistent with the entitlement should ordinarily be provided.

FMI may exercise reasonable discretion in genuinely exceptional circumstances.

Questions

If you have questions about cancelling or rescheduling an appointment: welcome@flomeridianinstitute.com · Telephone & WhatsApp: +44 7486 538042.

Our commitment

FMI aims to approach scheduling changes with fairness, clarity and reasonable flexibility while respecting the professional time reserved for every client. Clear arrangements help protect continuity, commitment and the quality of the coaching experience.