Why can't I use an expired gift certificate?

At Richmond Park Therapies, I take pride in providing excellent service and maintaining transparency with my clients. One way I do this is through my gift certificate program. However, I often receive inquiries about using expired gift certificates, so I’d like to take a moment to explain why I can’t accept them. My goal is to prevent disappointment by making clear how gift certificates work and why, once expired, they can no longer be used.

A Reasonable Validity Period

In the UK wellness industry, a six-month validity period for gift certificates is widely recognized as more than enough time to book a service. This timeframe protects business processes while still allowing you to redeem the certificate within a reasonable window.

Once the expiry date passes, the reference code assigned to a gift certificate automatically deactivates, meaning it will no longer work in my scheduling or accounting systems.

Ensuring Transparency: Clear Terms & Conditions

When you purchase a gift certificate from my business, the terms and conditions—including the strict six-month validity period—are clearly outlined at the point of purchase. As the purchaser, you must formally accept these terms, and they are then provided again separately for the recipient. In fact, the first term you agree to is ensuring the recipient receives these details.

If you happen to have lost your paperwork, the terms are always available on my website’s gift certificate page.

Accounting Closure & Charity Donations

Each week, I close off my accounts, including the final processing of any gift certificates that were redeemed or expired during that period. When a gift certificate is redeemed, I am paid for my service. I make nothing from a gift certificate expiring unused. If a gift certificate expires, its value—or in some cases, the actual treatment—is donated to a charity aligned with my client base. Over the years, Richmond Park Therapies has proudly supported MacMillan Cancer Support, Tommy’s (a pregnancy & baby loss charity), Richmond Borough Mind, Kingston Hospital, and Richmond Carers Centre.

This system ensures professional, legal closure of my business accounts while preserving the spirit of the original certificate—a gift. Please be assured that I make every reasonable effort to ensure gift certificates are redeemed before they expire.

Ways I Try to Help You Redeem Your Gift Certificate

The Reminder System

When you order a gift certificate online with my business, you have the option to provide an email address for the recipient. This allows me to send them a reminder email halfway through the certificate’s validity period, encouraging them to book their appointment.

If no recipient contact details are provided, I won’t be able to send a reminder—but my intention is always to help ensure the certificate is used rather than lost.

The Option to Gift Onwards

If a recipient is unable—or prefers not—to use their gift certificate, I offer the option for them to transfer it to someone else. I simply ask that the new recipient’s name be sent to me, as I match names with bookings to prevent fraudulent redemption.

Last-Minute Booking Challenges

My schedule tends to get booked up solidly, so if a recipient has left booking their appointment until the last minute and finds no availability before expiry, I ask that they contact me immediately. As long as they reach out before the certificate expires and provide the valid reference code, I can offer them the first available appointment beyond expiry—marked as a ‘reschedule.’ This may not be at their most preferred time, as I am fitting them into a full schedule, but I will always do my best to find a solution at that point.

Considerations as a Small Business

Just as you wouldn’t expect Clarins at John Lewis or the Spa at the Hilton Hotel to accept an expired gift voucher, I ask for the same understanding as a small business.

The sale and subsequent redemption (or non-redemption) of gift certificates within a set timeframe is standard business practice. Accepting expired certificates would disrupt any business's ability to maintain its pricing, scheduling, and—most importantly—accounting processes. Unfortunately, it is simply not feasible to make exceptions because someone has been "too busy" over the last six months to use a gift certificate.

Respecting My Terms

I kindly ask that you do not request an extension or ask me to “honour” an expired certificate. As much as I do not want you to be disappointed, once your reference code has expired, the funds associated with it will have already been processed, and I am unable to reverse that. My system has been designed to ensure fairness and consistency for all my clients while keeping my business running smoothly.

I sincerely appreciate your understanding and continued support. If you have any further questions, please don’t hesitate to reach out or visit my gift certificate page for more information.

Warm regards

Nina

(The owner of Richmond Park Therapies)