Terms and Conditions

Our commitment to our clients

• All treatments provided by Cheltenham Reflexology and Massage (CRM) will last for the specified duration purchased. i.e. a 60 minute treatment will last 60 minutes.
• All clients must complete a consultation form prior to treatment and will receive up to 5 minutes consultation in addition to their treatment
• Treatments will only be conducted if CRM deems the treatment safe for the client to receive
• GP/Consultant permission may be required before treatments can be provided

Inappropriate Behaviour

• CRM has the right to terminate a treatment immediately if the client demonstrates inappropriate or sexual behaviour
• Payment will be collected for the full treatment price, provided more than 10 minutes has been spent massaging the client
• If the therapist is unable to collect money before leaving, an invoice will be sent to the client’s address
• All invoices must be paid within 7 days of issue date

Cancellation Policy

• A booking is confirmed once CRM and the client have both agreed a date, time, duration and location for a treatment
• If a cancellation is made more than 24 hours before a treatment, the client will not be charged
• If a cancellation is made within 24 hours of the treatment, they will be expected to pay a cancellation fee of £40 for each hour cancelled
• This cancellation fee may be waived at CRM’s discretion.
• The cancellation fee must be paid within 7 days of the cancellation
• CRM has the right to cancel a treatment by giving 24 hours notice
• CRM has the right to cancel a treatment without notice if the room or environment is unsuitable for the treatment to be provided, or if the therapist is taken ill
• CRM has the right to cancel a treatment without notice if the client is intoxicated or inebriated
• CRM commits to rearranging treatments to a new time and date within two weeks of the cancelled treatment where possible

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 only valid up to and including the expiry date
• Postage will only be charged for vouchers that are paid for online and then posted
• If postage is paid, but vouchers are delivered during a treatment, the postage fee charged will be returned to the customer in cash
• Refunds are not available for vouchers already paid for and provided

Feedback Forms

• Feedback forms will be sent to clients at CRM’s discretion
• Content may be used in publicity material and on the website, with the permission of the author

Website Content

• Website content will be authorised and managed at CRM’s discretion, including testimonials
• Photographs will only be displayed with the consent of the people in the photograph
• Photograph consent may be obtained by CRM verbally, or in writing if the client completes a photo release form
• Photo release forms can be requested by phone or email

Payment

• CRM accepts payment in cash or by debit / credit card
• Invoices will be sent to clients who do not pay for, or who cancel, treatments
• Invoices must be paid within 7 days of the issue date

Privacy

• Client treatment details will not be discussed with anyone other than the client unless the client is under the age of 16 or has a care worker or guardian
• Consultations will only be discussed with the client unless the client is under the age of 16 or has a care worker or guardian
• Consultation Forms and treatment notes will be kept on file, securely by CRM
• All clients must complete a consultation form prior to receiving CRM treatments
• By signing the consultation form, clients are giving CRM permission to hold records and data about them
• Personal information such as name, email, date of birth and treatment history may be used to periodically send promotional emails about new products, special offers or other information which we think you may find interesting
• Your Personal information will not be shared with any third parties

Young Clients

• Clients under the age of 16 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 CRM, this must be emailed to the address specified at www.reflexologyandmassage.co.uk/contact
• 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