Terms & Conditions

By making a booking with me, you confirm that you have read and agreed to these Terms and Conditions.
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1. General Terms
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• By making a booking, you acknowledge and accept all the terms and conditions set out in this policy.

• Bookings are subject to availability and are only confirmed upon receipt of a confirmation email.

• I reserve the right to modify, amend, or cancel bookings due to unforeseen circumstances, including but not limited to operational constraints, health and safety concerns, or force majeure events.

• Clients are responsible for reviewing and understanding the terms before finalising a booking.

• Clients must not engage in fraudulent, misleading, or disruptive activities when using my online booking system.

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2. Booking Process
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• Bookings can be made online via my website at www.massagebychloe.com.

• A partial deposit or full payment is required to confirm your appointment.

• If you do not receive a booking confirmation, it is your responsibility to contact me promptly to check whether your appointment has been successfully booked.

• Clients are responsible for providing accurate and complete personal information when booking.

• Walk-ins are not accepted; all appointments must be scheduled in advance.

• Deposit is required for online bookings unless otherwise stated.​

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3. Payment Terms
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• Full payment is due before commencement of the service unless otherwise agreed in advance.

• Prices are subject to change without prior notice; however, the price confirmed at the time of booking will be honored.

• Accepted payment methods include cash, card, and approved online payment systems.

• Failure to complete payment within the specified timeframe may result in automatic cancellation of the booking.

• Additional services requested during the session must be paid in full before departure.

• All transactions are processed securely, and I do not store payment details for security purposes.

• Stored payment methods, if used, are securely processed in compliance with industry security standards.

• All payments are securely processed through Wix.com and may appear on your bank statement as Massage by Chloe or WIX.com.​

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4. Cancellation & Rescheduling Policy
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• I ask for at least 24 hours’ notice if you need to cancel or rearrange your appointment.

• If you cancel or rearrange with at least 24 hours’ notice, no cancellation fee will apply.

• If you cancel or rearrange with less than 24 hours’ notice, I will charge a cancellation fee of £10 as represented by the deposit paid at the time of booking, taking into account the short notice and the loss of income caused by the missed booking slot.

• Where appropriate, I may use discretion in cases such as genuine emergencies, unexpected illness, or exceptional circumstances, but this is at my discretion.

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5. Authorization to Charge
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• If you do not attend your appointment, I may try to contact you using the contact details you provided.

• If I do not hear from you, I may send a final message notifying you that a cancellation fee will be charged unless you respond within a reasonable period.

• I reserve the right to charge the applicable fee without further notice where the booking terms were accepted at the time of booking, but I will make reasonable efforts to contact you first.

• I recommend that clients contact me as soon as possible if there has been an emergency or mistake so that I can review the matter fairly.

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6. Refund Policy
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• Refunds are not guaranteed and are assessed on a case-by-case basis.

• If a service is cancelled by the provider, clients will be offered either a full refund or the option to reschedule.

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7. Late Arrival Policy
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• To respect all clients’ scheduled appointments, I kindly ask that you arrive at least 5 minutes early for your session, so you have enough time for a consultation and to prepare yourself for receiving treatment.

• If you arrive late, your session will still end at the originally scheduled time to avoid disruptions to other clients.

• Late arrivals exceeding 15 minutes may result in cancellation of the appointment, and you will be charged the full service fee.

• Frequent late arrivals may lead to future booking restrictions or refusal of service.​​

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8. Consultation Form Requirement
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• Clients must complete a consultation form with accurate and up-to-date information before each appointment.

• This form helps ensure the safety and suitability of the treatment.

• Failure to complete the consultation form may result in the appointment being cancelled.

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9. Special Requests & Requirements
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• Any special requests (e.g. allergy and accessibility needs) should be communicated at the time of booking.

• I will do my best to accommodate special requests to the best of my ability and will make you aware of any restrictions prior to your appointment. 

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10. Personal Hygiene Policy
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• Clients must maintain good personal hygiene when attending their appointment.

• If a client has a contagious skin condition, open wounds, or strong body odour, I reserve the right to refuse service.

• Clients exhibiting poor hygiene may be asked to reschedule their appointment without a refund. In severe or repeated cases, I reserve the right to permanently refuse service.

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11. Health Risk Policy
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• Clients must disclose any relevant medical conditions before booking. This includes, but is not limited to:

  • High blood pressure

  • Heart disease

  • Infectious diseases (e.g., tuberculosis, COVID-19, hepatitis)

  • Skin conditions (e.g., fungal infections, open wounds, contagious rashes, eczema, and severe dry skin conditions)

  • Autoimmune disorders (e.g., lupus, multiple sclerosis)

  • Recent surgeries, fractures, or major injuries

  • Severe varicose veins

  • Organ failure or transplant recovery

  • Blood clotting disorders or history of stroke

  • Severe migraines or chronic pain conditions

  • Cancer or undergoing chemotherapy

  • Fever, flu-like symptoms, or recent viral infections

• If you have any concerns, please consult a healthcare professional before booking.

• I reserve the right to decline service if a condition may be aggravated by massage therapy or poses a risk.

• Massage services are not available for pregnant clients.

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12. Ethical Conduct & Behaviour Policy
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• I uphold a zero-tolerance policy for any inappropriate, disrespectful, or disruptive behaviour.

• Clients are expected to behave in a respectful manner towards staff and other clients at all times.

• Any form of harassment, inappropriate comments, or misconduct will result in immediate termination of the session and refusal of future bookings.

• I reserve the right to report any unlawful behaviour to the appropriate authorities.

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13. Limitation of Liability

• I am not liable for any adverse effects, injuries, or dissatisfaction that may arise from treatments.

• Clients assume full responsibility for their well-being and are encouraged to consult their healthcare provider if needed.

• I will, based on your consultation form, make an informed decision as to whether any pre-existing conditions or concerns are a local or total contraindication for massage. If I do not believe massage is safe for you, I will inform you before the appointment and any payment made will be refunded.

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14. Links to Third-Party Services
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• I am not responsible for the content, policies, or actions of any third-party websites linked to my booking platform.

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15. Review & Feedback Policy
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• Clients may receive an email requesting feedback after a completed appointment.

• By submitting a review, you consent to its potential publication on my website or marketing materials.

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16. Cleanliness Policy
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• I will take every precaution to maintain a clean and safe environment.

• All linens are fresh and clean and are replaced before each client.

• I never reuse linens that have already been used.

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17. Property & Personal Belongings
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• Clients are responsible for their personal belongings while on the premises.

• While I strive to maintain a secure environment, I cannot be held liable for loss, theft, or damage to personal property.

• Items left behind will be stored for a limited period; if unclaimed, they may be responsibly discarded.

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18. Receipts, Insurance & Employer Allowance Claims
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• I can provide an itemised receipt for services purchased. This may include my business details, the appointment date, treatment type, and the amount paid.

• Receipts confirm the treatment provided and payment received only. I do not assess claim eligibility and I do not provide advice regarding insurance or employer wellness schemes.

• Massage therapist qualifications, memberships, and accreditations vary. Some insurers/employers require the treating therapist to hold registration/accreditation with a specific professional body or scheme.

• I cannot guarantee that any insurer, employer, or third-party provider will accept my receipt or reimburse you. Any claim or reimbursement decision is made solely by your insurer/employer, and payment remains due regardless of claim outcome.

• If you need a particular accreditation for your insurer/employer, you must contact me before booking. I will do my best to advise and accommodate where possible.

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19. Contact Information​

• Email: massagebychlo@gmail.com

• Please contact me during business hours, and I will respond as promptly as possible.

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By proceeding with your booking, you confirm that you have read, understood, and agreed to all terms and conditions outlined in this policy. If you have any questions or concerns, please contact me before finalising your booking.