Need help with Heka? You're in the right place.
Can I use my personal payment card to top up my allowance?
Yes! If you want to spend more than your allowance, you can pay the difference with your card through our secure payment processor, Stripe.
Are services on Heka offered at a discount?
While some services are available at special discounted rates, most offerings are listed at their regular retail price. Please note we are not able to match any temporary promotions the partner may be running on their own website.
Does my unused allowance roll over to the next period?
Yes, your unused allowance does roll over. For specific details about how long your allowance rolls over for, please contact your HR team. If you would like to check what date/s your allowance will expire on, you can find this in your account settings.
How do I update my preferences?
To update your category preferences, go to your account section by clicking the three lines in the top right corner, then select "Preferences" to choose the categories that interest you.
How do I save services for later or hide ones I'm not interested in?
How do Heka's recommendations work?
We use AI to personalise your experience based on:
Can my employer see what specific services I'm booking?
No. All individual bookings remain anonymous. Your employer only receives collective data about popular categories and brands across the team—never information about specific employees or their choices.
How does the booking process work?
Booking processes vary by partner. You'll receive specific instructions on the confirmation page and in your confirmation email. Common scenarios include:
We're currently enhancing our platform to display booking instructions during checkout, making it easier to understand the redemption process before completing your order.
Is Heka a taxable benefit?
Yes, Heka is considered a ‘benefit in kind’ (BIK) and may be subject to tax, depending on how your employer has set things up. For specific details on whether this applies to you and whether tax will apply, it’s best to check in with your HR or People team directly.
I'm put off by the tax, does Heka still offer good value?
Absolutely. We know we’re biased but while Heka may be taxable in some cases, the value you get far outweighs the small tax contribution.
In all cases, you’ll still come out financially ahead compared to the amount of tax paid.
But more importantly, Heka gives you access to a huge range of experiences and support - whether that’s running your first 10k, discovering a new hobby, accessing health tests or scans, or just feeling better, healthier or fitter than ever.
That’s hard to put a price on.
What is the cancellation policy for in-person classes and services?
If you need to change or cancel your booking, please email sayhello@hekahappy.com, and we'll connect you with the service provider directly.
Each partner maintains their own cancellation and rescheduling policies, which they can confirm with you.
Please note that if your request falls outside of the brand's refund policy, we will not be able to refund either your Heka allowance or any additional personal funds you used for the booking.
How do refunds work for products and services booked through Heka?
Refunds for products and services follow each brand's own refund policy and are at their discretion.
If you'd like to request a refund, please email sayhello@hekahappy.com, and we'll put you in touch with the appropriate brand to process your request.
Please note that if your request falls outside of the brand's refund policy, we will not be able to refund either your Heka allowance or any additional personal funds you used for the booking.
What should I do if my order is missing or hasn't arrived?
First, please check that you've followed all the booking instructions provided in your confirmation email.
For physical products, you should have received a tracking link.
If you haven't received tracking information or if you've followed all instructions and your order is still missing, please contact us at sayhello@hekahappy.com for assistance.
How do I get a reimbursement for my existing gym membership?
To submit a reimbursement request, fill in our gym membership form here. Our team will review it within 2 business days and you’ll receive a confirmation email once it’s been approved.
How do I get a reimbursement for a new gym membership?
If you're looking to get a new gym membership, we recommend checking out My Gym Discounts.
If you would like to know the discount available for a specific gym location please ask us at memberships@hekahappy.com and we can look this up for you prior to purchase.
Once you have signed up to your chosen gym, please fill in our memberships form here and we'll review your request within 2 business days and you’ll receive a confirmation email once it’s been approved.
When will I receive my gym membership reimbursement?
Deductions will be made on the first day of each month from next month after your form is approved, and payment to your account will be made on the first working day of the month.
The deductions will be taken from your monthly Heka subscription.
Any Heka credit left in your account prior to submitting this form will remain in your account, which you can put towards any of our other products or experiences on the platform.
Please allow 3-5 working days for the money to show in your account.
Do I need to submit a new gym form every month?
No, once your form is approved you’ll receive a reimbursement on the first working day of each month.
We do ask for updated proof of payment from time to time, but you’ll be notified of this when needed.
If anything changes with your gym membership, please email memberships@hekahappy.com to let us know.
Why do I still have credit in my Heka account when I set up a gym reimbursement?
Reimbursements start on the first working day of the following month after your form has been approved, using that month’s Heka allowance.
Any Heka credit in your account prior to submitting this form will remain in your account, which you can put towards any of our other products or experiences on the platform.
Do you offer a discount on gym memberships?
Yes, you can access discounts at thousands of gyms across the UK through My Gym Discounts.
If you would like to know the current discount available for a specific gym location please ask us at memberships@hekahappy.com and we can look this up for you prior to purchase.
Send us an email at sayhello@hekahappy.com and we'll be glad to help
