Our obligation to our clients

  • All clients must complete a consultation form prior to treatment and will receive up to 10 minutes consultation in addition to their first treatment with Holistic Massage Leicester. Treatments will only be conducted if HML deems the treatment safe for the client to receive.
  • GP/Consultant permission may be required before treatments can be provided.

Inappropriate Behaviour

  • HML has the right to terminate a treatment immediately if the client demonstrates inappropriate or sexual behaviour.
  • Payment will be collected for the full treatment price, provided more than 10 minutes has been spent massaging the client.

Cancellation Policy

  • A booking is confirmed once HML and the client have both agreed a date, time 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 a cancellation fee of £20 for each hour cancelled or if the client has paid a deposit the deposit kept by HML.
  • This cancellation fee may be waived at HML’s discretion.
  • If a client is experiencing symptoms of Covid-19 or has knowingly come into contact with someone with Covid-19 symptoms within two days prior to the treatment, the client must cancel their session with immediate effect and the cancellation fee will be waived.
  • HML has the right to cancel a treatment by giving 24 hours notice.
  • HML has the right to cancel a treatment without notice if the therapist is taken ill.
  • HML has the right to cancel a treatment without notice if the client is intoxicated or inebriated.
  • HML commits to rearranging treatments to a new time and date of the cancelled treatment.

Vouchers

  • Vouchers can be used as payment towards any available, advertised treatments.
  • Vouchers are only valid for one use.
  • Postage will only be charged for vouchers that are paid for online and then posted.
  • Refunds are not available for vouchers already paid for and provided.

Website Content.

  • Website content will be authorised and managed at HML’s discretion, including testimonials.
  • Photographs will only be displayed with the consent of the people in the photograph.

Payment

  • HML accepts payment in cash, card, payment link or bank transfer.

Privacy

  • Client treatment details will not be discussed with anyone other than the client unless the client is under the age of 18 or has a care worker or guardian.
  • Consultations will only be discussed with the client unless the client is under the age of 18 or has a care worker or guardian.
  • Consultation Forms and treatment notes will be kept on file, in electronic format securely by HML.
  • By typing your name into the electronic consultation form the client agrees to be treated by HML.
  • Personal information will not be shared with any third parties.

Young Clients

  • Clients under the age of 18 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 HML, this must be emailed to the address specified at holistic-massageleicester.co.uk
  • 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

  • HML is registered with Federation of Holistic Therapists.
  • HML abides by the code of ethics provided by Federation of Holistic Therapist.
  • HML is fully insured by Federation of Holistic Therapists.