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 but when I try to book it says that the code is not recognised?
A: You most likely have a voucher code from our ‘old’ booking system. These will not work in our Fresha booking system. Please give us a call and we will book the appointment for you
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.
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?
A: In January 2025 we started using a different booking system (Fresha). If your payment details were saved in the old booking system then we do not have them anymore in the new system. Once you have booked and paid for an appointment online the payment details will be saved in your ‘account’ with us. Details will also be saved when you pay for your appointment via a text link that we can send you. Please note that your details will NOT be saved when you give us your details over the phone.
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 ofcourse 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.
Q: I took out a monthly subscription. A little over a month later I tried to book but it only shows that I have one treatment available, I paid for two!
A: The monthly subscription works different than it did in our ‘old’ system where appointments not booked would accumulate. The counter starts at zero again at the end of each payment month. Please make sure to book your appointment before the month runs out. You can also decide to pause your subscription. The payment date then gets moved by the number of days the subscription was paused.
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.
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 you need to book through the Fresha for Clients app to avoid being charged upfront. Please follow these steps:
Click on Book now -> Select the service -> Continue -> Confirm.
Go to Fresha for clients -> Profile -> View wallet -> Memberships -> View.
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