Cancellations and refunds
What happens when you cancel a booking, miss a session, or a machine fault stops one. The full policy follows.
Self is run by Self Robotics UK Ltd, 71–75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom, for members in the United Kingdom, and by Self Wellness ApS, Lyngbyvej 20, 2100 Copenhagen, Denmark, everywhere else. Members: support@self.io. General: self@self.io.
Full policy
Last updated 8 October 2026
These rules cover sessions, packs and memberships for Self that you buy in the Self recovery app or at app.self.io. You pay by card through Stripe. If your venue takes payment in its own name, you buy from the venue, and we run bookings and payments for it.
CANCELLING A BOOKING
You can cancel a booking in the app. If you cancel at least 24 hours before the session (your venue may set a different time), you get the session back as a session credit, or as minutes if you paid in minutes. If you cancel later, you get nothing back.
MISSED SESSIONS
If you paid when you booked and the session does not start because of you (for example, you do not turn up, or you check in but do not start the massage), the session is charged and the booking counts as used.
WALK-IN SESSIONS
If you pay when you check in and the massage never starts, you are not charged: anything taken at check-in is returned.
MACHINE FAULTS
If a machine fault means your massage does not start, or the robot stops it before the end, you get back everything you paid for that session, the way you paid. A massage that reached its end is not refunded. If you end a session early yourself, it is not refunded unless a fault with the machine was the reason.
PACKS AND MEMBERSHIPS
Pack credits and minutes do not expire. Memberships renew automatically until you cancel. You can cancel at any time in the app, or with your venue if it bills your membership; the membership ends at the end of the period you have paid for.
DELETING YOUR ACCOUNT
If you delete your account, your membership and upcoming bookings are cancelled, and card payments for those bookings are refunded. Any unused credits and minutes are deleted with the account.
YOUR LEGAL RIGHTS
Nothing in this policy affects your legal rights as a consumer.
QUESTIONS
Use the support chat in the app, or email support@self.io. Phone: +45 53331349.
Self Robotics UK Ltd, 71–75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom (members in the United Kingdom)
Self Wellness ApS, Lyngbyvej 20, 2100 Copenhagen, Denmark (everyone else)