1. Booking your appointment
You can make an appointment with Wellness Massage Lexden in a number of different ways, including via our website, telephone or email. Appointments are available for a variety of durations from 30 minutes to 2 hours.
Upon making a booking, you will receive an email confirming all the important details, along with an email reminder 1 day prior to your appointment.
2. Cancellations & Late Arrivals
Cancellation Policy: 24 hours. Please cancel as soon as possible if a foreseeable event is likely to prevent you from attending your appointment.
We require a minimum of 24 hours’ notice to cancel an appointment. Failure to attend an appointment with less than 24 hours’ notice of cancellation will incur the charge for the full appointment. This is because we may not be able to fill your appointment slot and still need to cover our costs.
However, if you need to change or cancel your appointment at short notice due to a medical related issue, then we are happy to consider this on a case by case basis.
An email detailing any applicable charges will be sent to you, and the credit/debit card that you provided at the time of booking will be charged accordingly.
Late Arrivals: It is important that our agreed appointment time and duration is adhered to. We appreciate that sometimes, things happen, and you may arrive a little later or need to leave a bit earlier than planned. This is fine, but we cannot make up the missed time by overrunning or adding time to this or subsequent appointments.
All client information and clinical records will be safeguarded by Wellness Massage Lexden and will remain confidential. Unless required to do so by law, we will not otherwise share, sell or distribute any of the information you provide to us without your written consent.
Consultations and client treatment details will not be discussed with anyone other than the client unless the client is under the age of 18, or has a care worker or guardian.
In order to prevent unauthorised access or disclosure, we employ security measures to protect your information from access by unauthorised persons and against unlawful processing, accidental loss, destruction and damage. We have also put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. We will retain your information for a reasonable period or as long as the law requires.
In order to keep our clients and staff as safe as possible, we follow the latest government guidelines regarding social distancing and the use of face masks & PPE.
- Clients will be asked to sanitise their hands using our contactless antibacterial hand gel upon arrival.
- Scan the NHS Track & Trace QR Code using their mobile telephone.
- Wear an appropriate face mask during your visit to our studio.
All clients will be asked to complete a Covid-19 declaration of all visits to Wellness Massage Lexden stating that:
- The client has not been in contact with anyone with Covid-19 in the last 14 days, to the best of their knowledge
- The client has not had any symptoms:
- a recent onset of a new, continuous cough
- a high temperature (typically over 37.8℃)
- a loss of, or change in, normal sense of smell and / or taste
Unfortunately, where the client has been in contact with anyone with Covid-19 in the last 14 days, or is experiencing any of the symptoms as detailed above, then the appointment will need to be cancelled (See Cancellations & Late Arrivals).
Should the client contract the virus, or be advised to self-isolate, they must inform Wellness Massage Lexden as soon as possible
5. Health & Safety
Due to the nature of massage and the need for close contact, your massage therapist will maintain a high standard of personal hygiene and clients are asked to ensure that they also maintain a high standard of personal hygiene.
If your massage therapist is unwell, suffering from a cold or virus, infection or general ill health, they will not be allowed to work due to the risks of cross contamination. This may result in Wellness Massage Lexden contacting you to inform you of the issue at the earliest opportunity to make suitable alternative arrangements.
Clients are asked not to attend for a massage if they are unwell, suffering from a cold or virus, infection or general ill health. Please contact Wellness Massage Lexden via email at [email protected] at the earliest opportunity to rearrange your appointment. Cancellation Policy may still apply.
Clients under the age of 18 years must be accompanied by a parent or guardian. This parent or guardian must give permission for the agreed massage plan to be performed, and will be requested to co-sign the New Client Consultation Form. They will be invited to stay in the room for the duration of the appointment and expected to remain present throughout the treatment.
6. Security & CCTV
At Wellness Massage Lexden, we take our responsibility towards the safety and security of our staff and clients seriously. To that end, we use Closed Circuit Television (CCTV) cameras to help us to monitor our premises in a specific way.
Wellness Massage Lexden use of CCTV and other systems including monitored alarm(s) and personal protection equipment which capture moving and still images of people who could be identified, as well as information relating to individuals for any of the following purposes:
- Crime Detection and Prevention
- The safety of the Public, Visitors, Clients and Staff.
It is important to note however, that CCTV cameras are not fitted and do not cover treatment, toilets or changing areas.
Whilst every endeavour is made to ensure our clients safety and security, Wellness Massage Lexden, including their massage therapists, cannot be held responsible for the loss or damage to vehicles and/or any personal items left unattended on their premises.
7. Inappropriate behaviour
Wellness Massage Lexden holds the right to refuse any treatment if a client is physically or verbally abusive, or demonstrates inappropriate, aggressive or sexual behaviour. Such behaviour may result in the client being asked to leave, and a partial or total ban from Wellness Massage Lexden. Where appropriate, such behaviours could result in civil and/or criminal legal proceedings.
Clients who are a physically or verbally abusive, or demonstrates inappropriate, aggressive or sexual behaviour and who are subsequently asked to leave the studio, will be charged in full for their treatment.
Wellness massage Lexden accepts payment in cash, certain credit/debit Cards, by cheque, or via bank transfer. All treatment must be paid for in FULL at the time.
In the event that a client fails to pay for their treatment, cancels with less than 24 hours’ notice, or fails to show up for booked appointment, Wellness Massage Lexden will automatically charge the credit/debit card provided at the time of booking for the full cost of the treatment.
Wellness Massage Lexden provide massage therapy and bodywork in a variety of forms, but none of these bodywork modalities are a substitute for professional medical care or counselling. Wellness Massage Lexden will not diagnose, prescribe medication or medical treatment of any kind, and will always recommend referral to a GP or other qualified medical specialist or practitioner.
The client has a duty to provide accurate and true medical and personal information, to the best of their knowledge, and to keep Wellness Massage Lexden up to date with details of any medication, symptoms, medical concerns or treatments they are having investigated or undergoing treatment for.
Wellness Massage Lexden may refuse to treat any client or part of their body with just and reasonable cause. Wellness Massage Lexden reserves the right to terminate any appointment at any time if they believe that it is not in the best interest or safe for either the client or the massage therapist to continue. Likewise, the client has the right to refuse, modify or terminate treatment at any time, regardless of prior consent given.
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