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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 1 hour and 30 minutes.

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: 48 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 48 hours’ notice to cancel an appointment. Cancellation with less than 48 hours’ notice, will result in forfeiture of your paid booking fee.

How to cancel an appointment.

To cancel your appointment, simply emails us at: or call us at 01206 638 044 before 48 hours from your appointment

Last minute cancellations (same-day) or failure to attend an appointment (“no-shows”) will result in the full amount payable becoming due, and the credit/debit card that you provided at the time of booking will be charged accordingly. An email detailing any applicable charges will be sent to you following debit of your credit/debit card.

Late Arrivals: Whilst every effort will be made to accommodate late arrivals, failure to arrive within 20 minutes of the scheduled appointment time will result in the cancellation (no-show) of the appointment, and the full amount due becoming payable as per our Cancellation Policy above.

3. Reschedule your appointment

You can reschedule your appointment up to 48 hours before your appointment is due  (provided that rescheduling or cancellation is not prohibited by these terms and conditions). To reschedule your appointment:

  • Login to your account on our website and press the “Reschedule” button on the “My Appointments” page, and follow the instructions; or
  • Call us on 01206 638 044; or
  • Email us at

Please note that appointments must be reschedule within 60-days and cannot be held open ended or rescheduled indefinitely. Appointments can only be rescheduled a maximum of three (3) times over the 60-day period.

In the event of you being unable to attend your rescheduled appointment with the 60 days,  this will result in your appointment being cancelled and a forfeiture of your paid booking fee.

Special Circumstances

In the unlikely event of your appointment needing to be rescheduled by ourselves due to therapist sickness or other circumstances beyond our control, we will contact you to arrange a mutually convenient time. In these circumstances and booking fee paid will be transferred to the new appointment.  

4. Confidentiality

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.

5. Covid-19

In order to keep our clients and staff as safe as possible, we follow the latest industry and if applicable 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:

  1. The client has not been in contact with anyone with Covid-19 in the last 14 days, to the best of their knowledge
  2. 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

6. 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 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.

7. 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.

8. 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.

9. Payments

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.

10. Gift Voucher T&C’s

Our gift vouchers terms and conditions can be found by clicking this link. 

11. Loyalty Card T&C’s

Our loyalty card terms and conditions can be found by clicking this link.

12. Disclaimer

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.

13. Contact
Mr. Andrea Milana
Wellness Massage Lexden
98 Straight Road


Phone: 01206 638 044

Last updated 26/12/2022

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