Thank you for your reviewing our policies, HM Health & Well-being strive to offer you the best therapeutic experience and look forward to helping you reach your wellness goals.
Covid-19 Update – the only requirement in clinic at present is please do not attend if you are feeling unwell or displaying any symptoms of covid-19. Please give notice via text, email or social media at your earliest convenience.
Insurance
HM Health & Well-being are fully insured to deliver all advertised services with Public Liability Insurance covering up to £6million.
Cancellation Policy
If you need to reschedule or cancel an appointment, a minimum of 24-hours notice is required for massages of 1 hour or less and 48-hour notice for massages over 1 hour. If you need to cancel your appointment, please call HM Health & Well-being directly on 07771522312. If there is no answer, leave your information on voicemail. Sorry, cancellations made via email are not accepted.
We are more that willing to cancel or reschedule your appointment if you do so in a reasonable amount of time. Prepaid appointments will be transferred to credit to be used at a later date. Any refunds will be subject to a credit processing fee. Appointments made within 24 hours are automatically subject to cancellation fees.
We kindly request the courtesy of giving us the following notice for cancellation or rescheduling:
• More than 24 hours notice for massages of one hour or less, service will be cancelled at no charge.
• More than 48 hours notice for 90 minute massage service will be cancelled at no charge.
• Less than 24 hours notice for massages of one hour or less, 50% of the service price will be charged.
• Less than 48 hours notice for 90 minute massage services, 50% of the service price will be charged.
• Failure to show without notice within 20 minutes of appointment, 50% of service price will be charged.
• Cancellation of 90 minute massage service within 48 hours of the appointment will be a charge of 50% of the scheduled service.
Any vouchers purchased through third party sites will be redeemed automatically in the case of a no show or late arrival.
Late Arrivals Policy
HM Health & Well-being request that all clients arrive 5 minutes prior to your appointment time; there is a waiting area in the gym reception. If you are late, your massage time may be shortened or cancelled in order to comply with clinic schedule. 15 minutes late is considered a no-show. Full payment for the service is still due and will be invoiced to the client.
New Clients
Please arrive 5 minutes prior to your scheduled appointment. The first section of your initial appointment will be spent completing mandatory paperwork and to communicate your needs with your therapist. If you would like to shorten the time it takes to do paperwork in the clinic you can request the paperwork on booking to print, complete and bring to your first session. Fully completed and signed client details are a mandatory part of the initial consultation, without which any treatment cannot go ahead, appointment time booked is still chargeable. This policy is in place for the safety of the client and to protect both client and therapist from harm. Should you require assistance to complete the form your therapist is on hand to help, the entire session is confidential from start to finish.
Returning Clients
For returning clients, please plan on arriving 5 minutes early. On entry to the therapy room you will undergo a short follow up consultation, during which you can communicate your needs with your therapist. Please inform the therapist of any changes to your health or medical conditions upon booking. If you arrive late, the session will still end on time and full payment will be expected. The therapist cannot continue treatment work past the scheduled end time of the session because they need time to clean the table, linens, do paperwork, and prepare for the next client.
Cleanliness
Before each new client the table is cleaned down, fresh linens are laid out, and any other necessary cleaning and tidying takes place. The therapist washes hands between clients as well as using a hand sanitiser prior to starting each session. Please bathe prior to your appointment, and avoid wearing any strong perfumes or aftershaves.
Appreciation
Show your satisfaction with the treatment delivered by rating us 5 star and reviewing us on Facebook at http://www.facebook.com/hmhealthandwellbeing and on Google.
Conversation
It is your choice to talk to your therapist or remain quiet throughout your session. Your therapist will follow your lead and mirror your decision. There are times that your therapist may need to speak to you to have you reposition, request feedback on pressure, or explain a finding.
Professionalism
All therapies are professional, therapeutic massages, there will be no sexual contact or conduct at any time between any client and the therapist. Should a client behave in a manner that violates this professional boundary, the session will be ended and the client will still be required to pay for the session in full; the client will be asked to not come back.
Refunds
Any prepaid massages that get cancelled after scheduling will be refunded to the clients account to be used at a later date* except for in the case of vouchers purchased via third party websites or apps.
*Vouchers are sold with an expiration date and must be used within this time frame.
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