Terms and Conditions

  • All clients will receive a free consultation before their massage. This may be conducted by video call where possible.

  • Treatments will only be conducted if TM&W deems the treatment safe for the client to receive

  • GP/Consultant permission may, in some cases, be required before treatments can be provided

  • TM&W has the right to terminate a treatment immediately if the client demonstrates inappropriate behaviour

  • TM&W is registered with Jing Advanced Massage, the Arvigo Institute and the Abdominal Collective

  • TM&W is fully insured by Balens Insurance Services

Payment and Rescheduling and Cancellation Policy

  • A booking is confirmed once TM&W and the client have both agreed on a date, time, duration and location for a treatment and a 50% deposit has been paid.

  • The 50% deposit is paid by a secure link via Sum Up and must be paid at the time of booking.

  • If a cancellation is made or an appointment is rescheduled more than 72 hours before a treatment, the client will not be charged and the deposit will be refunded or the appointment rescheduled 

  • If a cancellation or rescheduling is made between 24 hours and 72 hours before the treatment, the client will be expected to pay a cancellation fee of £15 for each hour cancelled to cover room hire costs.

  • If a cancellation or rescheduling is made within 24 hours before the treatment start time, or there is a no-show, there will be no refund of the deposit as it will be too late to fill the booking space.

  • TM&W can waive this cancellation fee at their discretion

  • TM&W has the right to cancel a treatment in an emergency, or if the therapist is taken ill. The client's deposit will be refunded in full or the appointment rescheduled at no charge to the client.

  • TM&W has the right to cancel a treatment without notice if the client is intoxicated or inebriated

 

Vouchers

  • Vouchers can be used as payment towards any available, advertised treatments

  • Vouchers are only valid for one use

  • If the whole amount of the voucher is not used, another voucher for the remaining voucher sum will be issued

  • Vouchers are valid for 6 months

  • Vouchers will be sent online

  • Refunds are not available for vouchers already paid for and provided

 

Friend Referral Scheme

  • If a client refers a friend who books and receives a massage, the client will receive £10 off their next massage. There is no limit to the number of times a client can refer a friend for £10 off.

 

Privacy

  • 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

  • Consultations will only be discussed with the client unless the client is under the age of 18 or has a care worker or guardian

  • Consultation Forms and treatment notes will be kept securely by TM&W for reference for further treatments

  • The consultation forms can be requested to be returned to the client at any time.

  • Personal information will not be shared with any third parties

 

Young Clients

  • Clients under the age of 18 must be accompanied by an adult

  • The adult must give permission for the treatment to be performed

  • The adult must co-sign the client’s consultation form

  • The adult must be present in the room throughout the treatment

 

Complaints Procedure

  • If a client wishes to make a complaint about TM&W, this must be emailed to the address specified on the website

  • Complaints must include the date and location of the incident, the full name of the complainant, details of the complaint and a desired outcome following the complaint

  • All complaints will be taken very seriously and a response will be provided within 28 days