Relax & Be Terms and Conditions for Clients

Therapist Availability

The time selected represents our therapist’s live availability, but treatments are not confirmed until the therapist accepts the booking request. The therapist may take 90 minutes or more to respond, as they could be in treatment. However, in most cases, the response will be sooner. Once the client’s request is received, the therapist will always accept it in the first instance but reserves the right to decline under certain circumstances. The client will receive an email confirming the treatment once the therapist accepts the request. If Relax & Be cannot fulfill the client’s request, we will offer the client the option of an immediate full refund or an alternate therapist or time slot.

Cancellation

If a treatment is cancelled with more than 24 hours’ notice, a full refund will be given, and the therapist will be informed. If a treatment is cancelled within 24 hours of the scheduled time, Relax & Be will retain the full amount paid for the treatment, ensuring that the therapist is paid for the time allocated.

Rescheduling

Treatments can be rescheduled free of charge if done with more than 24 hours’ notice. If a treatment is rescheduled with less than 24 hours’ notice, a £10 rescheduling fee will be requested to account for lost bookings that could have been filled by the therapist during that time.

Treatment Payment

By booking a treatment with Relax & Be, the client enters into a contract to make payment for the treatment either in advance or immediately after receiving the massage. Failure to receive payment during this time gives Relax & Be the right to charge the card held on file for up to 365 days after the treatment date.

Privacy

The complete privacy policy can be viewed here. When making a booking with Relax & Be, the client is required to provide certain information, including address and health information. This information will only be shared with Relax & Be therapists and will not be disclosed to any third party. Contact information will only be used for marketing purposes, such as newsletters, if the client has given explicit consent by ticking the appropriate box. Otherwise, contact information, including address, email, and phone number, will solely be used to facilitate the effective provision of the booked treatment. Health information will be used solely to determine the most suitable course of action for the treatment.

Client Responsibilities

Clients are responsible for providing complete and accurate information, including contact details and full address, at the time of booking. Failure to do so may result in Relax & Be rejecting the booking request, cancelling the booking, or the therapist being unable to provide the requested massage treatment without prior notice.

Protection

The therapists have the professional judgment to determine if they feel uncomfortable or threatened in the presence of a client. In such cases, they are supported by Relax & Be to terminate the treatment and leave the premises. Relax & Be will then investigate any claims made by the therapist and take appropriate action. The business strictly adheres to professional standards, maintaining a safe and respectful environment for both clients and therapists. Any inappropriate behavior or misconduct will not be tolerated, and Relax & Be reserves the right to report such incidents to the authorities, adding the client to a blacklist to prevent future bookings.

Blacklist

If Relax & Be receives written or verbal complaints from therapists regarding a client’s behavior, actions, or comments during or after an appointment, the client may be added to a blacklist, which restricts them from making future appointments without notice.

Treatments for Children

Relax & Be’s policy is not to provide treatments to anyone under the age of 18 without another person present during the session. The therapist may proceed in these circumstances at their discretion.

Treatment Timings

The duration of a booked massage treatment includes setup and pack-down time. For example, if a 60 or 90-minute treatment is booked, it will consist of approximately 50 minutes on the table after accounting for setup and pack-down. If the treatment time is compromised due to any reason attributable to the client, the duration of the treatment will be adjusted accordingly to ensure that the therapist can still leave the premises at the scheduled time.

Client Delays

If a therapist arrives at the client’s location, and the client is not ready for the treatment due to issues such as uncertainty regarding the treatment area or unavailability of the required room, the treatment will be shortened accordingly. The therapist will still be paid the full amount for the allocated time.

Restricted Space for Treatment

For an optimal massage treatment, the ideal space requirement is 3m x 1.5m, with a minimum of 2.80m x 1.20m for a full-body treatment. If the available space is more restricted, the therapist may, at their discretion, adapt the treatment to be performed on a chair instead of a massage table. However, treatments will never be conducted on a client’s bed. If the therapist deems it inappropriate to adapt the treatment based on health and safety concerns or uncomfortable working posture, they may choose to decline the treatment upon arrival. In such cases, the therapist will inform Relax & Be, which will investigate the situation and, if deemed appropriate, seek fair compensation for the therapist’s time before providing a refund.

Unsanitary Conditions

When a Relax & Be therapist arrives at a venue or home to provide a professional massage treatment, it is expected that the premises will be adequately clean to ensure the therapist’s safety and comfort. If this expectation is not met, the therapist may choose to abort the treatment and leave the premises if necessary. Relax & Be will then investigate the circumstances and take appropriate action. The business will also seek to compensate the therapist for their time, depending on the situation, on a case-by-case basis.

Sudden Illness or Incidents from Therapists

In the event of sudden illness or an incident preventing a therapist from providing a treatment, Relax & Be will make every effort to find a suitable replacement therapist for the client’s appointment. If another therapist is not available, a rescheduled appointment will be offered.

Therapist Delays

If a therapist arrives late for an appointment, clients are requested to inform Relax & Be. Depending on the duration of the delay, Relax & Be will make efforts to compensate the client for any inconvenience, as deemed fair and at their discretion.

Covid-19

Covid-19 has been declared a worldwide pandemic by the World Health Organization, and it is highly contagious, primarily spreading through person-to-person contact. To mitigate the spread of Covid-19, the UK government has implemented social distancing measures. Relax & Be therapists have implemented preventative measures, including the use of appropriate personal protective equipment (PPE) and maintaining high hygiene standards. The team has thoroughly considered the client journey and implemented safety measures accordingly, such as additional hand washing, wearing masks and visors, changing between treatments or wearing an apron, and requesting the use of client towels. However, it is important to note that Relax & Be cannot guarantee that the client will not contract Covid-19. By booking a treatment with Relax & Be, the client acknowledges the contagious nature of Covid-19 and voluntarily assumes the risk of potential exposure by receiving a treatment from our therapists. The client agrees that such exposure may result in personal injury, illness, permanent disability, or death. By booking a treatment, the client voluntarily accepts sole responsibility for any injury, illness, damage, loss, claim, liability, or expense that they may experience or incur in connection with their Relax & Be treatment session.