Cancellation & Rescheduling Policy

Your appointments are very important to us. We have reserved a time slot specifically for you.

At Asa Central, we uphold an unhurried, highly personalized standard of care. When you book a session for physiotherapy, sports massage, Traditional Chinese Medicine, clinical Pilates, yoga, or strength training, an expert practitioner and a dedicated treatment room or studio are reserved exclusively for you.

We understand that emergencies and unexpected schedule changes can happen. To help us manage appointments fairly, maintain accessible availability for all patients in need of care, and respect our clinicians' scheduled time, we kindly request at least one full business day’s notice (24 hours) for cancellations or rescheduling.

We operate a standard 24-hour cancellation and rescheduling policy across all individual clinical and movement services.

• Notice Window: Cancellations or rescheduling requests must be submitted at least 24 hours prior to the scheduled start time of your appointment.
• Complimentary Changes: When at least 24 hours’ notice is provided, you may cancel or reschedule your session with no penalty or fees.
• Account Credit or Refund: Any prepayment or deposit made will either remain safely on your account for future booking or be refunded according to your preference.

If you miss the appointment or cancel/reschedule with less than 24 hours’ notice, the full session fee will be charged.

Because private rooms, equipment, and dedicated practitioner hours cannot be reallocated on short notice, late cancellations and unattended appointments directly result in lost clinical time.

If you need to cancel or reschedule, please reach out to our clinic team as early as possible. To ensure prompt processing and provide an unambiguous timestamp, we recommend WhatsApp as our primary communication channel.

We recommend arriving 5 to 10 minutes prior to your scheduled session to check in, change into comfortable movement attire if necessary, and relax into the space.

If you arrive late for your appointment:

• Your practitioner will provide treatment or training for the remaining duration of the booked time slot.
• To avoid delaying subsequent clients who have reserved subsequent appointments, your session will conclude at the originally scheduled finish time.
• The full session fee will apply regardless of the shortened treatment duration.

The safety and wellbeing of our clients and clinic team are paramount. In accordance with standard Hong Kong safety practices, our adverse weather policy is as follows:

• Typhoon Signal No. 8 (or above) & Extreme Conditions: If Tropical Cyclone Warning Signal No. 8 or higher is hoisted, Asa Central will be closed. All appointments scheduled during the active warning will be automatically cancelled without any fee, and our team will contact you to reschedule as soon as conditions are safe.
• Black Rainstorm Warning: If a Black Rainstorm Warning is in effect, clients are advised to stay in safe shelter. You may cancel or reschedule your session without any cancellation penalty.
• Signal Lowering & Resuming Operations: If Typhoon Signal No. 8 or the Black Rainstorm Warning is lowered at or before 2:00 PM on a weekday, Asa Central will generally reopen within 2 hours. Our team will proactively message clients regarding afternoon appointments.
• Amber / Red Rainstorm & Typhoon Signal No. 3: The clinic will remain open. Standard 24-hour cancellation rules apply unless specific travel hazards prevent safe transit.

We understand that genuine medical emergencies, acute illnesses, or unforeseen personal crises occur. In such situations, please notify us via WhatsApp as soon as reasonably possible.

Management will review sudden medical emergency cancellations compassionately on a case-by-case basis (provision of a medical certificate or doctor’s note may be requested to waive late fees).