Why can't I use an expired Gift Certificate?

A Richmond Park Therapies, I take pride in offering a professional, transparent service—this includes how I handle gift certificates.

While most people understand that gift certificates come with an expiry date, I still receive inquiries about using ones that have expired. I’d like to explain clearly why, like John Lewis or the Hilton Spa, I can’t accept expired certificates—and why this business policy exists.

My goal is to avoid disappointment by ensuring everything is clear upfront, including what happens if a gift certificate expires.

Why 6 Months?

In the UK wellness industry, a six-month validity period is most common for gift certificates. Many independent massage therapists offer only three months because they change work locations & prices quite often. I offer six months because my location is stable, and I want to give recipients as much time as possible to redeem their gift—while still keeping my bookings, pricing, and accounting manageable.

Clear Terms at Purchase

When a gift certificate is purchased through my website, the purchaser must agree to its terms and conditions, including the six-month expiry period. These terms are:

• Clearly stated during the ordering process

• Sent to both the purchaser and the recipient

• Always available on my website’s gift certificate page

  
  

To help further, I now highlight the expiry date in red on each certificate to prevent confusion.

What Happens When Certificates Expire?

Once a certificate expires, its unique reference code deactivates and no longer works in my scheduling and accounting systems.

Each week, I close off my accounts—including tracking any gift certificates redeemed or expired during that time period.

When a certificate has been used, I receive payment for delivering the service. But if it expires unused, I receive no payment. Instead, the business donates the unused value (or service) to a charity aligned with my client base.

Over the years, Richmond Park Therapies has proudly supported:

• Tommy’s (pregnancy & baby loss)

• Richmond Borough Mind

• Kingston Hospital

• Richmond Carers Centre

• Macmillan Cancer Support (currently the recipient charity)

This approach ensures accurate closure of accounts while keeping the spirit of the original gift alive, by giving back to causes that matter to the clients I serve.

How I Help You Use Your Certificate

Rest assured that I make every reasonable effort to help clients redeem their gift certificates before expiry—because, ultimately, them booking their service, turning up & me getting paid is what supports my family.

Reminder System

If the purchaser provides the recipient’s email address as requested when ordering online, I send a reminder halfway through the certificate’s validity period to encourage them to book. If no contact is provided, I can’t send reminders—but my goal is always to see the certificate used.

Option to Gift It On

If the original recipient can’t—or doesn’t want to—use their gift, they can transfer it to someone else to use before it expires. They just need to let me know the new name so I can match it on the booking system & prevent fraudulent redemption.

Last-Minute Booking?

My schedule tends to book up fully. If someone waits until the final days of their certificate and can’t find an available slot, their Ts & Cs advise them to contact me before the expiry date with their valid reference code. I’ll do my best to offer the next available slot beyond the expiry as I can mark it as a reschedule. It may not be at their ideal time, but I will always try to get them scheduled in.

Why Exceptions After Expiry Aren’t Possible

At its core, every business must implement pricing, availability, and accounting systems in order to operate successfully—it’s neither feasible nor legal to hold prepayment for services indefinitely.

Once a gift certificate expires, the payment associated with it is processed in my accounts and is no longer available to pay for the service. Making exceptions—even when someone has been too busy or simply forgot to book an appointment—would mean providing service without getting paid, which I am not in a position to do.

A Polite Request

I respectfully ask that gift certificate recipients do not request an extension or ask to be made an exception to my business terms and conditions after expiry. I truly don’t want anyone to feel disappointed, but once your code has expired, it cannot be reactivated.

In Summary:

• My gift certificates are valid for six months.

• The expiry date is clearly shared and tracked.

• Reminders, flexibility, and transfers are available to help ensure use.

• If a certificate expires, its value is donated to charity in the spirit of the original gift.

• Extensions or exceptions cannot be made once the expiry date passes.

I truly appreciate everyone's understanding and continued support. If you have any questions, please don’t hesitate to get in touch and speak to me by phone about it, or visit the Gift Certificates page on my website for full details.

Nina Gupta

Richmond Park Therapies