The following questions have all been asked by our clients, so we are sharing them in case you have a similar question. Please don’t hesitate to ask if your question is not here, it might just help someone else!
Q: I have a gift card/voucher code, but when I try to book it says that the code is not recognised?
A: The quickest way is to give us a call or send us the code and we will book the appointment for you. You can also try the option below.
Q: I am trying to book online with a voucher code but the code is not accepted.
A: If you know that this is a Fresha code then please take a screenshot of the message that appears on your screen and send it to us. Fresha can only help us resolve issues if we can send them a screenshot. You are of course more than welcome to send your screenshot to Fresha yourself on hello@fresha.com.
You might also want to try a few times as some clients have told us that this works for them.
Q: I have been given a money off code but it doesn’t work?
A: Try using all caps? Try a few times as some clients have told us that this works for them.
Q: I am trying to reschedule my appointment but the app won’t let me.
A: If you are within 24 hours before the start of your appointment then the app will not let you reschedule or cancel your appointment as we have a 24 hour cancellation policy (see terms & conditions). If you are more than 24 hours away from the start of your appointment then please try one or all of the following: Ensure your Fresha app is updated to the latest version. Try clearing the cache on your app or browser. Switch to a different internet connection (WiFi or mobile data). Attempt the booking using a different device or browser. If these don’t work then please get in touch with us on 07749224262 or via email at info@therapyroomsheffield.co.uk.
Q: You used to hold my payment details. Why do I have to give them again/why am I being asked to pay at the venue?
A: From Nomber 2025 we have started to not take the full payment anymore at the time of booking, but Fresha only takes the card details to confirm the appointment. The actual fee is charged on the day by the therapist. The card details are only being used for no-shows or appointments cancelled within less than 24 hours (the cancellation period).
Q: I bought a 6 hour package/membership but I am not able to book my fifth appointment.
A: Our 6 hour memberships are valid for 6 months. Please make sure to book your appointments within the six months validity. Appointments booked outside of the validity will not use the membership.
You can of course always pause your membership. When a one-time membership is paused, the logic is similar to the one for a recurring membership – its expiration date gets moved by the number of days the membership was paused for. But please bear in mind that the membership will not be redeemable/usable while it’s paused, so if you pause it before you have an appointment then the membership will not pay for that appointment.
Please note that we only have a reduced number of memberships available for purchase online. The therapists have got their own packages, please speak to your therapist directly if you want to take out a package of treatments with them.
Q: I would like to take out a monthly subscription.
A: Please note that monthly subscriptions are only available directly with a therapist.
Q: I have been on the waitlist several times but never get notified.
A: You can add yourself to the waitlist for a specific therapist, any available therapist, specific dates or date ranges. If you choose specific dates you might not get notified as there might not be any cancellations for those dates. You have more chance if you enlarge your date range. You can also put yourself on the waitlist for a shorter treatment. Please also be aware that our therapists do not work every day, or that not all booking options are available online.
Q: Where can I find the Health Questionnaire?
A: When you book an appointment you will receive a confirmation email. Click the “Manage appointment” button. Scroll down and the Health Questionnaire will show.
Q: I have a subscription but after booking an appointment I keep getting messages asking for upfront payment?
A: To avoid this, the therapist needs to switch off the requests for you. Please ask your therapist or the Therapy Rooms S7 admin at therapyroomsheffield7@gmail.com to do this for you.
Q: When I try to book an appointment Fresha wants me to purchase a membership before I can continue.
A: You do not have to buy a membership before booking an appointment. We have a setting that shows you a cheaper way to purchase your appointments in the form of a membership when booking an appointment. It is not mandatory to purchase this.
Q: I am not able to book an appointment online as I only get an Applepay option. I don’t have Applepay!
A: We have asked Fresha this and according to them this could be a browser issue. Please try booking through Chrome
Q: I am trying to reschedule an appointment online but it is not letting me.
A: We do from time to time rename treatments types to make our menu a little bit clearer. This means that if you would like to reschedule an appointment booked under a certain name, then the system will not allow you to do so as these treatments ‘may not exist’ anymore under the same name. If this happens, then please give us a call as we are still able to reschedule them for you.