Relax & Be | Terms for clients we visit

We want your massage at home to feel easy from the moment you book. These terms explain how appointments work and what we each need to do to make your visit run smoothly.

Booking your appointment

The time you choose reflects your therapist’s live availability. Your appointment is confirmed once the therapist accepts your request, and we’ll email you to let you know. They’ll usually respond quite quickly, although it may take 90 minutes or longer if they’re with another client.

Therapists aim to accept booking requests wherever possible, but there may occasionally be a reason they cannot take an appointment. If we’re unable to provide the appointment you requested, you can choose an immediate full refund or another available therapist or time.

Cancelling your appointment

We understand that plans can change. If you cancel more than 24 hours before your appointment, we’ll give you a full refund and let your therapist know. If you cancel within 24 hours of your appointment, the full treatment fee will be retained because that time has been reserved for you and your therapist will still be paid.

Rescheduling

You can move your appointment at no charge if you give us more than 24 hours’ notice. If you need to reschedule within 24 hours, we’ll ask for a £10 fee to recognise the short notice and the opportunity for your therapist to offer that time to someone else.

Paying for your treatment

By booking, you agree to pay for your treatment either in advance or immediately after your massage. If payment is still outstanding, we may charge the card you provided for the unpaid treatment amount, up to 365 days after the appointment date.

Your information and privacy

We ask for your contact details, treatment address and relevant health information so we can arrange your visit and tailor your massage safely. We share the details needed for your appointment with the therapist who will be treating you. We’ll only send you newsletters or other marketing if you’ve chosen to receive them by ticking the relevant box. You can read more about how we handle your information in our Privacy Policy.

The details we need from you

Please give us accurate contact details, your full address and the health information requested when you book. If something important is missing or incorrect, we may need to decline or cancel the booking, or your therapist may be unable to carry out the treatment when they arrive.

Feeling safe and respected

Your therapist should feel safe and comfortable while working in your home, just as you should feel comfortable during your treatment. If a therapist feels threatened or uncomfortable, they may end the appointment and leave. We’ll look into what happened and take appropriate action. Inappropriate behaviour may be reported to the authorities where appropriate.

If we receive a concern from a therapist about a client’s behaviour, actions or comments during or after a visit, we may decide not to accept future bookings from that client. Depending on the circumstances, this may happen without further notice.

Treatments for under-18s

If the person receiving the treatment is under 18, we normally require another person to be present throughout the appointment. A therapist may decide whether an exception is appropriate.

How appointment time works

The time you book includes the therapist setting up and packing away their equipment. For example, a 60-minute appointment usually includes around 50 minutes of massage time. If the appointment starts late for a reason within your control, the massage time may need to be shortened so your therapist can leave at the scheduled time.

Being ready when your therapist arrives

It helps to choose the treatment space and make sure it’s available before your therapist arrives. If they need to wait while a room or treatment area is arranged, that time forms part of your appointment and the massage may be shorter. The full appointment fee will still apply.

Space for your massage

For a full-body massage, an area of around 3 m × 1.5 m is ideal. The minimum space needed is 2.80 m × 1.20 m. If there’s less room, your therapist may be able to adapt the treatment for a chair. Treatments cannot be carried out on a bed.

If there isn’t enough space to work safely and comfortably, your therapist may have to decline the treatment when they arrive. We’ll review what happened and consider a fair refund after accounting for the therapist’s time.

A suitable treatment space

Please make sure the space is hygienic and suitable for your therapist to work in. If the conditions make it unsafe or uncomfortable to provide a treatment, the therapist may need to stop and leave. We’ll review the circumstances and decide what’s fair, including any refund and payment for the therapist’s time.

If your therapist is unexpectedly unavailable

If your therapist becomes unwell or an unexpected incident prevents them from visiting, we’ll do our best to find someone suitable to take their place. If we can’t, we’ll offer to reschedule your appointment.

If your therapist is running late

Please let us know if your therapist arrives late. We’ll look at the length of the delay and consider a fair way to make up for the inconvenience.