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• All clients will receive a free consultation before their massage. This may be conducted by video call where possible.

• Treatments will only be conducted if TM&W deems the treatment safe for the client to receive

• GP/Consultant permission may, in some cases, be required by the client before treatments can be provided,

• TM&W is registered with Jing Advanced Massage, the Arvigo Institute and the Abdominal Collective

• TM&W is fully insured by Balens Insurance Services

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Payment and Rescheduling and Cancellation Policy

• A booking is confirmed once TM&W and the client have both agreed on a date, time, and duration for their treatment and 50% payment has been made. New clients are expected to pay in full for their first treatment at booking. 

• Payment is made by a secure link via Sum Up and must be paid at the time of booking.

• If a cancellation is made more than 72 hours before a treatment, the client will not be charged and the client will be refunded in full or the appointment rescheduled as per the client's preference.

• If an appointment is rescheduled more than 72 hours before a treatment, the client will not incur any charges.

• If a cancellation or rescheduling is made between 24 hours and 72 hours before the treatment, the client will be expected to pay a cancellation fee of £15 for each hour cancelled to cover room hire costs.

• If a cancellation or rescheduling is made within 24 hours before the treatment start time, or there is a no-show, there will be no refund as it will be too late to fill the booking space.

• TM&W can waive this cancellation fee at their discretion

• TM&W has the right to cancel a treatment in an emergency, or if the therapist is taken ill. The client will be refunded in full or the appointment rescheduled at no charge to the client.

• TM&W has the right to cancel a treatment without notice if the client is intoxicated or inebriated or displays inappropriate behaviour. 

 

Vouchers

• Vouchers can be used as payment towards any available, advertised treatments

• Vouchers are only valid for one use

• If the whole amount of the voucher is not used, another voucher for the remaining voucher sum will be issued

• Vouchers are valid for 6 months

• Vouchers will be sent online

• Refunds are not available for vouchers already delivered

 

Friend Referral Scheme

• If a client refers a friend who books and receives a massage, the client will receive £10 off their next massage. There is no limit to the number of times a client can refer friends for £10 off.

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Loyalty Scheme

• Please discuss this with me during your visit.

 

Privacy

• Client treatment details will not be discussed with anyone other than the client unless the client is under the age of 16 or has a care worker or guardian

• Consultations will only be discussed with the client unless the client is under the age of 16 or has a care worker or guardian

• Consultation Forms and treatment notes will be kept securely by TM&W for reference for further treatments

• The consultation forms can be requested to be returned to the client at any time.

• Personal information will not be shared with any third parties

 

Young Clients

• Clients under the age of 16 must be accompanied by an adult

• The adult must give permission for the treatment to be performed

• The adult must co-sign the client’s consultation form

• The adult must be present in the room throughout the treatment

 

Complaints Procedure

• If a client wishes to make a complaint about TM&W, this must be emailed to the address specified on the website

• Complaints must include the date and location of the incident, the full name of the complainant, details of the complaint and a desired outcome following the complaint

• All complaints will be taken very seriously and a response will be provided within 28 days

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