Terms & Conditions – Hidden Gem Massage Therapy

Version 1.0 — Last updated May 2026

1. General Information

By booking or attending an appointment with Hidden Gem Massage Therapy, you confirm that you have read, understood, and agreed to these Terms & Conditions.

These terms may be updated periodically, and the most recent version applies at the time of booking.

2. Health & Medical Disclosure

Clients must complete a consultation form before treatment and disclose all relevant medical conditions, injuries, allergies, and medications.

Clients must also inform the therapist of any changes to their health before future appointments.

The therapist reserves the right to decline or postpone treatment if it is considered unsafe or contraindicated. The therapist’s clinical judgement is final.

3. Contraindications

Massage cannot be provided if the client has:

  • Fever, contagious illness, or skin infection

  • Suspected or confirmed respiratory infection (including COVID‑19)

  • Recent surgery or acute injury

  • Uncontrolled medical conditions

  • Is under the influence of alcohol or recreational drugs

  • Has consumed alcohol immediately prior to the appointment

If the therapist believes the client is intoxicated or impaired, the session will be refused and full payment will still be required.

If unsure whether massage is appropriate, clients must seek GP approval before treatment.

4. Appointment Policy

  • Please arrive on time for your appointment.

  • Late arrival may result in a shortened session to avoid impacting the next client.

  • Full payment is still required for shortened sessions.

  • Clients arriving more than 10 minutes late may be refused treatment at the therapist’s discretion.

5. Cancellation Policy

  • Cancellations require 24 hours’ notice.

  • Cancellations within 24 hours will be charged 50%, and cancellations within 12 hours or no‑shows will be charged 100% of the session fee.

  • Arriving intoxicated or impaired will be treated as a late cancellation or no‑show.

  • Repeated cancellations, reschedules, or inappropriate behaviour may result in refusal of future bookings.

  • Exceptions may be made for genuine emergencies at the therapist’s discretion.

6. Payment Terms

  • Payment is due before leaving the premises.

  • Accepted payment methods: cash, card, or same‑day bank transfer.

  • Gift vouchers are non‑refundable and must be used before the expiry date.

7. Professional Boundaries

  • Massage therapy is strictly non‑sexual.

  • Any inappropriate, threatening, or unsafe behaviour will result in immediate termination of the session with full payment due.

  • Clients must not attend appointments under the influence of alcohol or drugs.

  • The therapist reserves the right to refuse service at any time for safety or professional reasons.

8. Client Responsibilities

Clients agree to:

  • Communicate comfort levels, pain, or concerns during treatment

  • Follow aftercare advice

  • Maintain good personal hygiene

  • Provide accurate health information and update the therapist of any changes

9. Therapist Responsibilities

The therapist agrees to:

  • Provide a safe, clean, and professional environment

  • Maintain confidentiality of client information

  • Work within their scope of practice and training

  • Hold valid qualifications and insurance

  • May refer clients to other healthcare professionals when appropriate

10. Off‑Site Group Booking Policy

Off‑site group massage bookings require additional preparation, travel, and coordination. The following terms ensure the session runs smoothly for everyone involved.

Group Booking Requirements

  • A minimum number of participants is required for the booking to go ahead.

  • A named group organiser must be provided as the main point of contact.

  • The organiser is responsible for ensuring all participants are aware of the Terms & Conditions.

Group Details

  • The organiser must provide a full list of participants at least 48 hours before the booking.

  • The list must include each participant’s name and any relevant health information required for safe treatment.

  • The organiser is responsible for ensuring all participants complete any required health questionnaires before the session.

  • Any changes to the participant list must be communicated as early as possible.

Space & Environment Requirements

The organiser must ensure the venue provides:

  • A clean, safe, private space suitable for massage

  • Adequate room for massage tables and equipment

  • Access to hand‑washing facilities or suitable alternatives

  • Suitable heating, lighting, and ventilation

  • Parking or reasonable access for unloading equipment

If the environment is unsuitable or unsafe, the therapist may refuse to proceed. No refund will be issued.

Payment

  • Full payment is required in advance to secure the booking.

  • Bookings are not confirmed until payment has been received.

  • Travel fees may apply depending on location.

Cancellations & Changes

  • At least 48 hours’ notice is required for cancellations or changes.

  • Cancellations with less than 48 hours’ notice will be charged in full.

  • If minimum numbers are not met, the session may be rescheduled or cancelled.

  • Changes to participant numbers must be communicated at least 24 hours before the session.

Late Arrivals

  • Sessions begin at the scheduled time.

  • Late arrivals may reduce individual treatment time.

  • No refunds or partial refunds are offered for late arrivals.

Health & Safety

  • All participants must complete a brief health questionnaire.

  • Massage cannot be provided to anyone who is unwell, intoxicated, or contraindicated.

  • The therapist may decline treatment if it is unsafe to proceed.

Behaviour & Conduct

  • Participants must behave respectfully and follow guidance.

  • Disruptive or inappropriate behaviour may result in termination of the session with no refund.

Therapist Safety

If at any point the therapist feels unsafe, threatened, or uncomfortable due to the behaviour, environment, or actions of any participant or organiser, the session may be paused or terminated immediately. No refund will be issued in these circumstances.

Data Protection

  • Basic health information will be collected to ensure safe treatment.

  • No sessions will be recorded or photographed without explicit written consent.

Retreat Bookings

Retreat bookings follow the same principles as off‑site group bookings; however, due to their complexity, the therapist reserves the right to apply discretion regarding cancellations, changes, and participant numbers.