Terms & Conditions

Cancellation & Rescheduling Policy

 Appointments may be cancelled up to 48 hours before the scheduled start time. Wherever possible, please provide as much notice as you can.

 A booking deposit equal to 50% of the treatment fee is required to secure your appointment. Deposits are non-refundable if an appointment is cancelled, missed, or changed with less than 48 hours’ notice, regardless of the circumstances.

 This policy reflects the time and resources reserved specifically for your appointment. Short-notice cancellations often leave insufficient time to offer the appointment to another client and may result in additional costs, including room hire, travel expenses, or rearranged commitments.

 Appointments may be rescheduled with at least 24 hours’ notice, subject to availability. Any rescheduled appointment must take place within two weeks of the original booking date.

 Deposits paid for rescheduled appointments will be transferred to the new appointment date but are not refundable.

 Clients who repeatedly cancel or reschedule appointments may be asked to pay for future bookings in full at the time of booking and may no longer be eligible for promotional discounts, loyalty rewards, or special offers.

 In the unlikely event that Balance Therapeutic Massage needs to cancel an appointment due to illness, emergency, or circumstances beyond our control, you may choose either to reschedule or receive a full refund of any deposit paid.

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 Arrival & Lateness Policy

 Please arrive at your scheduled appointment time.

 If you arrive early, I may still be treating another client and may not be able to answer the door immediately. Please wait outside until I am available to welcome you in.

 I understand that delays can happen and will always try to be as accommodating as possible. However, in fairness to all clients and to maintain the smooth running of appointments, treatment sessions will normally finish at the originally scheduled end time, even if you arrive late.

 No additional charge will be made for lateness, but lost treatment time cannot usually be extended beyond the allocated appointment slot.

 If you are unfamiliar with the location, please allow sufficient time for travel, parking, and finding the premises. Full location details will be provided when you book and in your appointment reminders.

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 Safeguarding Policy

 Balance Therapeutic Massage is committed to safeguarding the wellbeing of all clients, including children, young people, and vulnerable adults.

 Clients under the age of 16 must be accompanied by a parent or legal guardian for consultations and treatments. Vulnerable adults may attend with an appropriate support person or chaperone if required.

 Prior to treatment, clients will complete a consultation process and provide informed consent before any treatment is carried out.

 Should any safeguarding concerns arise, appropriate action will be taken in accordance with safeguarding responsibilities. This may include contacting relevant healthcare professionals, social services, safeguarding teams, or other appropriate agencies.

 The safeguarding process follows the principles of:

•  Communicate concerns clearly and appropriately.
• Acknowledge disclosures respectfully and without judgement.
• Record information accurately and securely.
• Escalate concerns to the relevant authority where necessary.

Where there is an immediate risk to a person’s safety or urgent medical intervention is required, emergency services will be contacted by calling 999.

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Professional Conduct & Sexual Misconduct Policy

 Balance Therapeutic Massage provides professional therapeutic massage services only.

 Any behaviour, comments, gestures, requests, or advances of a sexual nature are entirely inappropriate and will not be tolerated under any circumstances.

 Any conduct that is deemed sexually suggestive, threatening, harassing, or otherwise inappropriate will result in the immediate termination of the treatment session.

 Where a session is ended due to inappropriate behaviour, the full appointment fee will remain payable and future bookings may be refused.

Balance Therapeutic Massage operates a strict zero-tolerance policy regarding sexual misconduct.

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Fees & Payment Policy

 Treatment fees are displayed on the website and confirmed at the time of booking.

 A deposit of 50% of the treatment fee is required to secure your appointment unless an alternative arrangement has been agreed in advance.

The remaining balance is payable immediately following your treatment. Payment can be made by cash, card, bank transfer, or via any payment method agreed at the time of booking.

Where card details are securely held through the booking platform, you authorise Balance Therapeutic Massage to collect any outstanding balance due following your appointment where agreed.

Fees are reviewed periodically and may be amended from time to time to reflect business costs and service improvements.

Please refer to the Cancellation & Rescheduling Policy regarding deposits and refunds.

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Privacy Notice

Confidentiality and privacy are fundamental to the relationship between practitioner and client. Balance Therapeutic Massage is committed to handling all personal information responsibly and in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

This Privacy Notice explains what information is collected, why it is needed, how it is stored, and your rights regarding that information.

Information We Collect

The information collected may include:

• Name, address, date of birth, telephone number, and email address.
• Emergency contact details where appropriate.
• GP or other healthcare professional details.
• Medical history, health information, treatment records, and consultation notes.
• Information relating to your wellbeing that is relevant to the services provided.

How Your Information Is Used

Your personal information may be used to:

• Arrange, manage, and confirm appointments.
• Provide safe and appropriate treatments.
• Maintain accurate treatment records.
• Meet professional, legal, insurance, and regulatory obligations.
• Contact you regarding appointments, treatment plans, or service updates.

Sharing Information

Your information will not normally be shared with third parties unless:

• You have provided consent.
• It is necessary to protect you or another person from serious harm.
• Disclosure is required by law.
• Information is discussed anonymously or in a non-identifiable form for professional supervision, training, or continuing professional development.

Data Security

Reasonable steps are taken to ensure all personal information remains secure.

•  Paper records are stored securely in locked storage.
• Electronic records are protected using passwords and secure devices.
• Access to client information is limited to those who require it for legitimate professional purposes. 

While every effort is made to maintain secure systems and communications, no electronic method of transmission can be guaranteed to be completely secure.

Data Retention

 Client records and treatment notes will normally be retained for seven years following the end of treatment, after which they will be securely destroyed.

 Data Breaches

 Any reportable personal data breach will be handled in accordance with legal requirements and, where necessary, reported to the Information Commissioner’s Office (ICO) within the required timescales.

Your Rights

Under UK GDPR you have the right to:

• Request access to your personal information.
• Request correction of inaccurate information.
• Request deletion of information where applicable.
• Restrict or object to certain processing activities.
• Request transfer of your data where appropriate.
• Withdraw consent where processing is based on consent.

 Requests relating to your personal information should be made in writing and will normally be responded to within one month.

If you have concerns about how your information is handled, please contact Balance Therapeutic Massage in the first instance. You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO).