By booking an appointment with me (Massage Therapy by Ivana), you agree to the terms set out below. These ensure the safe delivery of treatments, protect appointment availability, and support a professional environment. Nothing in this policy affects your statutory rights.
1. Bookings, Platform & Deposit
- Appointments are managed via Fresha. You may be asked to create an account and accept Fresha’s terms when booking.
- A 50% deposit of the total treatment cost is required to secure your appointment. Your slot is confirmed once the deposit is received.
- Deposits can be paid through Fresha (online payment). In-person payments can be made by card (via Zettle) or cash.
- Provisional holds cannot be guaranteed without a deposit.
2. Cancellations, Rescheduling & No-Shows
- More than 24 hours’ notice: You may reschedule or request a full refund of your deposit.
- Less than 24 hours’ notice: The deposit will be retained.
- No-shows: The deposit will be retained and future bookings may require full prepayment.
- If I need to cancel or reschedule, I will give as much notice as possible and your deposit will be refunded in full or transferred to a new date.
- Refunds are initiated promptly; your bank/card provider’s processing times will apply.
3. Late Arrivals
- Please arrive on time. If you arrive late, your treatment may be shortened to avoid delaying the next client.
- The full fee will still apply.
4. Intake Form, Health Information & Informed Consent
- Before your first session (and periodically thereafter), you will complete a Massage Therapy Client Intake Form. This helps me tailor treatment and work safely.
- Please disclose relevant medical history, medications (including blood thinners and pain relievers), allergies/sensitivities, recent injuries or surgeries, and any current symptoms (e.g., cold/flu/COVID-19). Inform me of changes before subsequent sessions.
- I may adapt or decline treatment if there are contraindications or if it is not safe or appropriate for your condition. If in doubt, please seek your GP’s advice before booking.
- Treatment-specific consent: By booking the relevant service and completing the intake/consent:
- Hot Stone Massage - you understand heated stones are used and agree to communicate any discomfort immediately.
- Cupping Therapy - you understand temporary marks/bruising may occur and consent to this where cupping is requested or agreed.
- Deep Tissue/Targeted Work - you understand temporary soreness may follow and will communicate any discomfort during or after the session.
- Under-18s: A parent or legal guardian must attend, complete the intake form, and give consent.
- If you feel unwell (fever, contagious illness), please contact me to reschedule.
5. Professional Conduct
- This is a strictly professional therapeutic massage service.
- Any inappropriate behaviour, sexual advances, or requests for sexual services will result in immediate termination of the session with no refund, and future bookings will be refused.
- I reserve the right to refuse service where conduct is inappropriate or where safety/clinical contraindications exist.
6. Pricing & Payment
- Prices are confirmed at the time of booking and may be updated from time to time on my website/Fresha page.
- Payment methods accepted include cash; card (via Zettle); and online card payments via Fresha are also available.
- Unless prepaid, the balance is due at the end of the session. Digital receipts are available on request.
- Chargebacks for validly delivered services may be contested with supporting appointment and consent records.
7. Gift Vouchers (if applicable)
- Gift vouchers are non-refundable and valid for the stated period from the date of purchase (typically 12 months).
- Vouchers must be presented at the appointment and cannot be exchanged for cash.
- Missed appointments or late cancellations may void the voucher.
8. Aftercare & Results
- I will provide appropriate aftercare advice following your treatment.
- Responses to massage vary between individuals; results cannot be guaranteed.
9. Privacy, Records & Data Protection
- Your personal information and treatment notes (including your Intake Form and consent) are handled confidentially in accordance with UK GDPR.
- Records are stored securely and are not shared with third parties without your consent, unless required by law.
- I retain client records for an appropriate period for insurance and professional purposes (typically 7 years from the last treatment, or until age 25 for minors — whichever is later).
- You may request access to, correction of, or deletion of your information where applicable. For details, please see the Privacy Policy.
10. Liability
- I will always act with reasonable skill and care. To the fullest extent permitted by law, I am not liable for any indirect or consequential loss arising from treatments provided.
- You are responsible for communicating relevant health information and for following aftercare advice.
11. Changes to this Policy
- This policy may be updated from time to time. Material changes will be reflected by the “Last updated” date above.
12. Contact
Questions about your booking or this policy? Please get in touch. Contact details can be found on my Contact page.
Booking Agreement
By booking, you confirm that you have read this Booking & Cancellation Policy and completed the Massage Therapy Client Intake Form truthfully and to the best of your knowledge.