1. Booking your appointment

You can make an appointment with Wellness Massage Lexden in several ways, including via our website, telephone, or email. Appointments are available for durations ranging from 30 minutes to 1 hour and 30 minutes. Upon booking, you’ll receive an email confirming all essential details, along with a reminder email one day before your appointment.

2. Cancellations, Late Arrivals, and Refunds

Cancellation Policy: 48 hours’ notice is required. If you anticipate being unable to attend your appointment, please cancel at your earliest convenience.

To cancel your appointment, kindly email us at hello@wellnessmassage.uk or call us on 01206 638 044 at least 48 hours before your appointment.

Late cancellations (less than 48 hours before the appointment) or failure to attend will result in forfeiture of the booking fee, and the credit/debit card that you provided at the time of booking will be charged accordingly.

Late Arrivals: While we make every effort to accommodate late arrivals, arriving more than 20 minutes after the scheduled time may result in the cancellation of the appointment and full payment being due.

Refund Procedure: Cancellations made with at least 48 hours notice are eligible for a refund, subject to a £5 processing fee. Refunds will be issued via the original payment method within 3-5 business days. Appointments cancelled within 24 hours or on the same day may incur a 50% charge or forfeiture of the deposit.

Refund Policy for Same-Day Appointment Cancellations:

  • Cancellations made on the same day as the appointment will be subject to a cancellation fee of 50% of the booked service cost.
  • If the cancellation is made shortly after booking and before the reserved appointment time on the same day, a 50% charge of the booked service will apply.
  • In cases where a deposit was paid for the same-day appointment and cancellation occurs before the reserved appointment time, the deposit will be forfeited.
  • Refunds for same-day cancellations will not be issued if the cancellation is made after the reserved appointment time.

Please note that this policy ensures fairness to our therapists and allows us to manage our schedule effectively. We appreciate your understanding and cooperation regarding our same-day cancellation refund policy.

3. Reschedule your appointment

You may reschedule your appointment up to 48 hours before the scheduled time. Rescheduling is subject to availability and must occur within 60 days of the original appointment. Appointments can be rescheduled a maximum of three times within 60 days. Failure to attend the rescheduled appointment within 60 days will result in cancellation and forfeiture of the booking fee.

Exceptions: Management may consider exceptions to the cancellation policy in cases of emergencies or unavoidable circumstances.

No-Show Policy: Clients who fail to attend without prior notice will not be eligible for a refund.

Special Circumstances: In the unlikely event of your appointment needing to be rescheduled by ourselves due to the therapist’s 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

To ensure the safety of our clients and staff, we adhere to industry and government guidelines regarding Covid-19. Clients are required to sanitise their hands, wear face masks, and complete a Covid-19 declaration before each visit. Clients experiencing symptoms or recent exposure to Covid-19 must reschedule their appointments.

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 hello@wellnessmassage.uk 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

Email: Hello@WellnessMassage.uk

Phone: 01206 638 044

Last updated 2nd January 2024