Cancellation/Refund Policy

  • By using this website and making online purchases/appointments through it, or through our 3rd party booking system, or by subsequently calling to make an appointment, you agree to all terms and conditions, as below.

  • Once services are rendered, all sales are final. No refunds or exchanges will be given for services. Gift vouchers have no cash value, except any minimal cash value where required by law.

  • By booking an appointment, you are entering into a contract between yourself and your therapist. Appointments may be cancelled or changed through our booking system with a clear 18 hours of notice - this means by using the link in your confirmation email, or by replying to your reminder SMS.

  • If contacting by Email, by Facebook, or by voicemail, a clear 48 hours is required, as these are not checked 7 days per week.

  • Appointments cancelled or changed without correct notice will lose their deposit, or an equivalent amount from any gift voucher.

  • In the event of a “No-Show” (more than 30mins late, or failure to attend) you will be charged the full cost of your appointment.

  • Transactions are processed in Pounds Sterling (GBP) unless otherwise noted.

  • Under no circumstances will inappropriate conduct be accepted before, during, or after your appointment. If the therapist finds you are in violation, you will be asked to leave immediately and forfeit the remaining time of your appointment.

BOOKING CONDITIONS

Deposits are taken for all bookings. A minimum of 18 hours of notice is required of reschedule/cancellation through our booking system, or 48 hours of notice by email/facebook.

  • You will be required to complete a consultation form when you book, or asked to review if you have not attended recently. Personal data entered on to the online booking system will be securely stored out with the EU (incuding USA). Please see Privacy Policy for details.

  • Serenity cannot massage clients with certain conditions (see list). If you have a cold or infection, please do not book or attend a treatment until you are well again, as massage is not recommended, and you may forfeit your deposit at our discretion. By booking, you are confirming you have checked the list of contra-indications.

  • Treatments may need to be adjusted for injuries, illnesses and diseases. Please contact me before booking, or add a note when booking, if you have specific requirements. If we are unable to proceed with your chosen treatment, an alternative may be offered (where available), and if not accepted then your deposit or gift voucher may be forfeit.

  • If you are pregnant, from the second trimester, you may have facials, reflexology, or thai foot massage in addition to pregnancy massage, as long as no complications were found during your booking scan.

  • Personal details will be stored and processed in line with our Privacy Policy, in order to process your request and/or contact you if necessary.

Gift Vouchers

  • You may elect to upgrade your appointment length when booking, paying any difference in price.

  • Gift Vouchers cannot be exchanged for cash, are non-refundable, and may be redeemed only once.

  • Our standard cancellation & amendment policy applies to Gift Voucher Appointments.

  • Gift Vouchers are valid for 6 months unless otherwise stated.

Membership Terms

  • Use of member services, or payment of membership fees, is deemed acceptance of the following terms and conditions.

  • Membership benefits begin from your first payment. If benefits are provided in advance of any payment, the member agrees to pay for those services within 30 days.

  • We reserve the right to refuse any application for membership, or to terminate a membership for any reason, at our sole discretion.

  • Members must comply with our standard rules, including cancellation or rescheduling of appointments. We reserve the right to immediately cancel or suspend any membership due to a no-show or late cancellation, without refund.

  • Members may upgrade the length of their inclusive member’s treatment, for the standard upgrade prices in force at the time.

  • Membership fees are non-refundable. There is no cash value. Once membership fees have been paid, this cannot be reversed or refunded.

  • Member’s pre-paid treatments may not be used by a third party, and a Member’s Discount for additional treatments is not transferable to another person.

  • Member’s discount may not be used in conjunction with other offers, such as monthly specials or block discounts, unless specified.

  • All services are subject to availability. Not valid for Fertility Massage.

  • We reserve the right to review monthly membership terms & conditions and/or fees. Members are entitled to cancel their membership if they do not agree to the changes.