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Service terms

Relax & Be Terms and Conditions for Clients

Covid 19

Covid 19 has been declared a worldwide pandemic by the World Health Organisation. Covid 19 is extremely contagious and is believed to spread mainly from person to person contact. As a result the UK government has implemented social distancing measures. Our Relax & Be therapists have put in place preventative measures to reduce the spread of Covid 19 including wearing the correct PPE and maintaining their already high hygiene standards. Our team have discussed and analysed the whole process of having a massage at home from start to finish and thought carefully about each step of their clients journey and how this can be provided as safely as possible. Measures our therapists have put in place include additional hand washing, the wearing of a mask and visor, changing between treatments or wearing an apron and we are asking to use your towels. With this in mind however it is important to note that we cannot guarantee that you will not become infected with Covid 19. By booking a treatment with Relax & Be you acknowledge the contagious nature of Covid 19 and voluntarily assume the risk that by receiving a treatment from a Relax & Be therapist that you may be exposing yourself to become infected with the virus. You agree that such exposure may result in personal injury, illness, permanent disability and death. In booking your treatment you voluntarily agree to assume all the forgoing risk and accept soul responsibility for any injury to yourself (including but not limited to your personal injury, disability and death), illness, damage, loss, claim, liability or expense of any kind that you may experience or incur in connection with your Relax & Be treatment session.

Therapist availability

The time selected is our therapist’s live availability but treatments are not confirmed until the therapist has accepted the booking request. Therapists could be in treatment so they could take 90 minutes or more to respond but in most cases this will be sooner. Once your request is received by our therapist they will always accept in the first instance but reserve the right to decline under certain circumstances. You will know your treatment is confirmed when your receive an email stating that your therapists has accepted your request. If Relax can’t meet a request we will offer the option of an immediate full refund or an alternate therapist or time slot.


If a treatment is cancelled with more than 24 hours notice then a full refund will be given to the client and the therapist will be informed. If a treatment is cancelled within 24 hours of when the treatment is due to commence then Relax will retain the full amount paid for the treatment so that your therapist can still be paid for the time they had allocated for your treatment.


Treatments can be rescheduled free of charge if done so with more than 24 hours notice. If a treatment is rescheduled with less than 24 hours notice then we will need to request a £10 rescheduling fee due to lost bookings that could have been filled by your therapist during this time.

Treatment payment

When booking a treatment with Relax & Be you are entering into a contract to make payment for the treatment either in advance or immediately after receiving your massage. If this payment is not received during this time then Relax & Be reserve the right to charge the card which is held on file up to 365 days after the date of the treatment .


Our full privacy policy can be seen here. When making a booking with Relax & Be we require you to complete certain information about yourself including details of your address and health information. This information will only be shared with Relax therapists and not with any third party. Contact information will only be used for marketing purposes (newsletter) if the client has given their consent to this by ticking or unticking the appropriate box, otherwise contact information including address, email and phone number will only be used to help the therapist to carry out the booked treatment effectively. Health information will not be used for anything other than determining the best course of action for the treatment booked.

Client Responsibilities

It is the your responsibility to provide complete and accurate information such as contact information and address details at the time of booking. Failure to provide this may result in Relax rejecting the booking request, cancellation of the booking or an inability of your booked Therapist to provide your massage treatment as requested and without notice.


It is up to the professional judgement of the therapist, if at any time they feel uncomfortable or threatened in your presence, they can end the treatment and leave the premises. Relax will then investigate claims made by the therapist and act accordingly which could include contacting the police or adding you to a blacklist preventing you from booking in the future. In this case full payment will be retained and our therapist will still receive full payment.


If Relax receives written or verbal complaints from our therapists regarding your behaviour, actions or comments during or after an appointment then we may add you to a blacklist and block you from making future appointments without notice.

Treatments for children

It is Relax’s policy not to treat anyone under the age of 18 without another person present for all treatments. It is at the therapist’s discretion if they want to proceed in these circumstances.

Treatment Timings

The massage time booked is to include set up and pack down time. For example, if a 60 or 90 minute treatment is booked then this is to include the time for set up and pack down so the length of time on the table will be 50 minutes. If this time is compromised due to any reason owing to you the client then the length of your treatment will be shortened so that our therapist is still able to leave the property at the correct time.

Sudden illness or incidents from therapists.

In the event of sudden illness or incident causing a therapist being unable to provide a treatment to the client then Relax will always try to find a suitable replacement therapist to carry out your appointment. If another therapist is not available then a rescheduled appointment will be offered to you.

Therapist delays

In the event that the therapist turns up late for an appointment clients are asked to let Relax know. Depending on the length of the delay Relax will always try to compensate you for any inconvenience when deemed fair and at their discretion.

Client Delays

If a therapist arrives at your house and you are not ready for your treatment due to not knowing where the treatment is to take place or having the required room then the treatment will be shortened accordingly and your therapist will still be paid the full allowance.

Restricted Space for treatment

3m x 1.5m is the ideal space requirement for the massage treatment to take place with 2.80m x 1.20m being the minimum for a full body treatment. If space is restricted more than this then the therapist can, at their discretion adapt the treatment to take place on a chair instead of the massage table but never on a client’s bed.