Cancellations, No-Shows & Booking Fees
As a small business we have a strict cancellation and failure to show up for an appointment policy.
Booking fees are taken on all appointments.
- 30 mins – £10
- 1 hour – £20
- 90 mins – £30
- 2 hours – £40
Cancellations and Change of Appointments
- 48+ hours – refund of booking fee permitted
- 24 – 48 hours – booking fee may be transferred to another appointment
- 12 – 24 hours – cancellations or change of appointments will result in the forfeiture of the booking fee and this amount converts to a cancellation fee.
- Cancellation on the day or failure to turn up – full value of the massage is due and payable, as we are very unlikely to re-fill the appointment.
- When an appointment has been cancelled 24 hour or less from the scheduled booking, a new booking fee is required for future appointments made.
Thank you for understanding our time is valuable.
Terms & Conditions
- Please ensure you wish to proceed with your massage prior to booking and do so by accepting all Terms & Conditions including our Cancellation and No Show Policy.
- You must arrive on time for your appointment. Failure to do so may result in a time reduction of your massage, with the full value of your massage still due for payment.
- The balance of all treatments will be payable on the day of your appointment.
- Bank transfer or cash is our preferred payment methods. Card payment is also accepted.
- All booked appointments are confirmed by email (please check your spam folder if you have not received it). The system emails out an appointment reminder 48 hours prior to your treatment and a final email reminder 1 hour before your appointment time.
- Clients are requested to complete a ‘Client Questionnaire’ on their first appointment and are asked to update the therapist to any changes.
- We do not share or sell any personal details to a third party and only use your details as you would expect.
- Our massage descriptions are intended as a guide only. As each client is unique, most massage styles are tailored to suit the needs of the client. Areas of massage are agreed prior to the start of treatment.
- We reserve the right to amend policies and pricing at any time without warning and at our own discretion. The right to amend policy applies here.
- At Ottoman Massage Retreat, we operate a ‘Lone Worker Policy’ within the treatment rooms. Zero tolerance is expected and we ask you to respect these boundaries. We have the right to always be treated with dignity without the risk of any type of threat, abuse or violence. This type of behaviour will not be tolerated towards our staff or anyone else. An offender will be asked to leave the premises and will be reported to the police.
- Reoccurring cancellations or appointment changes will result in you being charged in full at the time of booking.
- Gift Vouchers are available in both physical and electronic format. Physical vouchers should be collected from the business premises and no postage facility is provided. Gift vouchers have an expiry of 3 calendar months from the date of purchase with the exception of vouchers bought for Christmas which expire on 31 March of the following year. Clients should quote their voucher number at the point of booking and the Cancellation/Rescheduling/No Show policy still applies. The purchase of vouchers is final; there is no refund or cash equivalent.
- We encourage clients to bring a chaperone to appointments and a staff member will be available if required or needed.
- Clients should be aged 18+ to book an appointment. By special arrangement, we may consider a client below this age, however, this must be discussed between a director and the parent/guardian before any booking is made and the parent/guardian should accompany the minor to the appointment and remain in the massage room during treatment.
- For comfort, clients are free to stop their massage at any time.
