Terms and Conditions

Our commitment to our clients

• All treatments provided by Laia Gonzalez from MassageStAlbans(MSA) will last for the specified duration purchased. i.e. a 60 minute treatment will last 60 minutes.
• All clients must complete a consultation form prior to treatment and it may take up to 5-10 minutes of their treatment time. This may be conducted by video call where appropriate.
• Treatments will only be conducted if MSA deems the treatment safe for the client to receive.
• GP/Consultant permission may be required before treatments can be provided.

Inappropriate Behaviour

• MSA has the right to terminate a treatment immediately if the client demonstrates inappropriate or sexual behaviour.
• Payment will be collected online prior to the full treatment commencing.
• The payment will not be returned if the treatment has commenced and more than 10 minutes has been spent massaging the client.
• If the therapist is unable to collect money, an invoice will be sent to the client’s address.
• All invoices must be paid within 7 days of issue date.

Cancellation Policy

• A booking is confirmed once MSA and the client have both agreed a date, time, duration and location for a treatment.
• If a cancellation is made more than 24 hours before a treatment, the client will not be charged.
• If a cancellation is made within 24 hours of the treatment, they will be expected to pay the full fee for the treatment booked.
• This cancellation fee may be waived at MSA’s discretion.
• The cancellation fee must be paid within 7 days of the cancellation if payment has not been collected in advance.
• If a client is experiencing symptoms of Covid-19 or has knowingly come into contact with someone with Covid-19 symptoms within two weeks prior to the treatment, the client must cancel their session with immediate effect and the cancellation fee will be waived.
• MSA has the right to cancel a treatment by giving 24 hours notice.
• MSA has the right to cancel a treatment without notice if the room or environment is unsuitable for the treatment to be provided, or if the therapist is taken ill.
• MSA has the right to cancel a treatment without notice if the client is intoxicated or inebriated. Full charge for the treatment will be applied.
• MSA commits to rearranging treatments to a new time and date within two weeks of the cancelled treatment where possible.

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 only valid up to and including the expiry date.
• Postage will only be charged for vouchers that are paid for online and then posted.
• If postage is paid, but vouchers are delivered during a treatment, the postage fee charged will be returned to the customer in cash or in the same way it was paid.
• Refunds are not available for vouchers already paid for and provided

Referral Voucher Scheme

• Each current, local, client receives a number of vouchers with their name written in Laia’s handwriting on the back.
• The expiry date will be within three months after the voucher issue date, also written in Laia’s handwriting.
• The clients give the vouchers to people they expect will redeem the vouchers and purchase a treatment.
• At the time when all three vouchers are redeemed for one particular client, Laia will contact that client and arrange a free 60 minute treatment of their choice.
• Vouchers are distributed to local clients at MSA’s discretion

Feedback Forms

• Feedback forms will be sent to clients at MSA’s discretion.
• Content may be used in publicity material and on the website, with the permission of the author.

Website Content

• Website content will be authorised and managed at MSA’s discretion, including testimonials.
• Photographs will only be displayed with the consent of the people in the photograph.
• Photograph consent may be obtained by MSA verbally, or in writing if the client completes a photo release form.
• Photo release forms can be requested by phone or email.

Payment

• MSA accepts payment in cash, by bank transfer or card.
• Invoices will be sent to clients who do not pay for, or who cancel, treatments if payment has not been collected in advance.
• Invoices must be paid within 7 days of the issue date.

Privacy

• Client treatment details will not be discussed with anyone other than the client.
• Consultations will only be discussed with the client .
• Consultation Forms and treatment notes will be kept on file, securely by MSA.
• All clients must complete a consultation form prior to receiving MSA treatments.
• By signing the consultation form, clients are giving MSA permission to hold records and data about them in accordance with our Privacy Policy
• Personal information will not be shared with any third parties.

Complaints Procedure

• If a client wishes to make a complaint about MSA, this must be emailed to the address specified at Contact | Massage St Albans.
• 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.

Insurance and Ethics

• MSA is registered with CThA.
• MSA abides by the code of ethics provided by CThA.
• MSA is fully insured by Holistic Insurance Services.