Refunds, Complaints & Your Safe Hands Guarantee
This page explains exactly how refunds work, what counts as a valid complaint, and how
the Safe Hands Guarantee keeps every treatment accountable and transparent.
Refunds, Complaints & Your Safe Hands Guarantee
This page explains exactly how refunds work, what counts as a valid complaint, and how the Safe Hands Guarantee keeps every treatment accountable and transparent.
TL/DR (A basic overview of the page ahead)
- Refunds are only available on the therapist’s portion (£30).
- You must submit your complaint within 24 hours of treatment.
- Valid complaints require photo or video evidence.
- Hygiene issues, unsafe technique, failure to complete treatment, or therapist negligence are eligible.
- Discomfort, light marks, personal preference or unrealistic expectations are not valid grounds.
- All decisions are made by Hidayah Health and are final.
- The Safe Hands Guarantee applies only when you make full payment upfront.
- Medical emergencies may be refunded with proof (A&E notes, GP confirmation, etc).
- Scar-related concerns must be taken up with the therapist’s insurer directly.
Our Full Policy
At Hidayah Health, your safety and satisfaction is our priority.
We aim to maintain a fair, transparent, and professional process that protects both you as well as our therapists.
Below is our complete policy.
⭐ 1. When You Can Request a Refund
Your entitlement to a refund does not cover the (£10) administrator fees paid at every booking. You may request a refund only on what was paid to your therapist (£30), and only if:
1.1 – The therapist failed to perform the treatment safely
Valid reasons include:
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Poor hygiene or unsanitary setup
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Unsafe incisions or improper technique
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Failure to follow standard Hijama procedures
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Clear signs of negligence
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Failing to complete the treatment fully without a valid reason
You must provide evidence of all claims
1.2 – Medical emergency
If you had to cancel due to a genuine medical emergency, you may receive a refund with official documentation (e.g., A&E notes, GP letter).
⭐ 2. When You Cannot Request a Refund
Refunds will not be granted if:
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You simply did not ‘like’ the treatment or the outcome of the treatment was not what you expected
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You experienced normal post-Hijama marks
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You felt the usual, temporary discomfort often felt from any hijama treatment regardless of therapist
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You changed your mind
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You expected different results or were disappointed with the results
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You asked for more cups or add-ons once treatment had already begun, and without prior agreement
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You were late, unprepared, or did not meet the contraindication requirements (you have a contraindication that is listed on our website)
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Long-term scarring has occurred. If as a result of your treatment, you have been left with deep incision scars, this is a serious matter and must be addressed with the therapists insurance provider. Please notify us, and we will put you in contact with the relevant parties.
Normal marks, temporary discomfort and individual healing differences are not grounds for refunds.
⭐ 3. Evidence Requirements
To maintain fairness for both parties, photo and/or video evidence is a mandatory requirement.
Acceptable evidence includes:
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Photos of hygiene breaches
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Photos/videos of incorrect method
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Video proof of unsafe or negligent conduct
Therapists are aware that they can/will be recorded. However, please be respectful when recording – no cameras in the therapist’s face or intrusive filming.
⭐ 4. Time Limit for Complaints
All complaints must be submitted:
⏱ Within 24 hours of the treatment.
This ensures accuracy and fairness for everyone involved.
Complaints made after this timeframe may not be considered.
⭐ 5. Refund Amount
If there is a strong case of negligence and harmful conduct, you will receive:
💷 £30 refund (the therapist’s portion)
The administration fee of £10 deposit is non-refundable under all circumstances.
⭐ 6. Therapist Accountability
For valid complaints and depending on the seriousness of the offence:
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First offence → Official warning
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Second offence → Complete removal from the Hidayah Health Network
We protect our brand reputation and ensure high standards at all times.
The Safe Hands Guarantee – What is it?
The Safe Hands Guarantee is our promise that every client receives a safe, hygienic and professionally delivered Hijama treatment.
When you choose to pay the full £40 upfront, you are automatically protected under this guarantee. It ensures that if your treatment does not meet our professional standards, you may receive a refund of the therapist’s portion (£30), as long as your complaint:
- Is submitted within 24 hours,
- Includes photo or video evidence, and
- Falls under a valid complaint category (e.g. hygiene breaches, unsafe technique, incomplete treatment, or therapist negligence)
In short:
If the therapist doesn’t meet our standards, you won’t lose your money. That’s the Safe Hands Guarantee.
We assess your submission and evidence We review all details fairly from both sides We provide a written response Most decisions are made within 48 hours We aim to communicate quickly and professionally. All refund and complaint decisions made by Hidayah Health are: ❗Final and not open to appeal. This protects the fairness and consistency of the process.
⭐ 8. How We Review Complaints
⭐ 9. Final Decision