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Massage Movements Ltd — Terms and Conditions

Last updated: September 2026

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These terms apply when you use the Massage Movements Ltd website or book a massage treatment. Please read them before making a booking. By booking an appointment, you confirm that you have read and accepted these terms.

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1. About us

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Massage Movements Ltd (referred to as “Massage Movements”, “we”, “us” or “our”) provides mobile massage treatments at clients’ homes and other agreed locations.

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2. Treatments and bookings

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Appointments are subject to availability and are only confirmed once you have received a booking confirmation from us.

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When making a booking, you must provide complete and accurate contact, location and health information. Please tell us before your appointment if you are pregnant, have an injury, illness, allergy, medical condition or are receiving medical treatment that may affect whether massage is suitable for you.

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We may decline, postpone, adapt or stop a treatment where we reasonably believe it would be unsafe or inappropriate to continue. Where appropriate, we may ask you to obtain advice or approval from a qualified medical professional before treatment. Massage is not a substitute for medical diagnosis or treatment.

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3. Mobile appointments and access

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You are responsible for providing:

  • the complete and correct treatment address;

  • safe, reasonable and timely access to the property;

  • a clean, warm and suitable space in which the treatment can be carried out;

  • enough room for the massage table and for the therapist to move safely around it; and

  • details of parking restrictions, access codes, stairs or other relevant access information before the appointment.

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We will endeavour to advise you in advance of any parking, toll or other additional travel costs likely to be incurred when travelling to your location. Any such costs will be payable by you in accordance with section 5.

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For the safety of the client and therapist, pets should be kept away from the treatment area and children must be supervised by another responsible adult throughout the appointment.

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If the therapist cannot safely access or work at the agreed location, the appointment may need to be shortened or treated as a late cancellation. Any charge will be limited to a reasonable amount reflecting the time and costs lost as a result.

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4. Arrival and treatment time

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Please ensure that you are available for the therapist to arrive up to 10 minutes before your scheduled appointment time. This allows time to bring in and set up equipment. The therapist may also require up to 10 minutes after the treatment to pack away. Set-up and pack-down time is additional to your booked treatment time.

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If you are late or unavailable when the therapist arrives, the treatment may be shortened so that later appointments are not affected. The full appointment fee may still be payable.

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We will make reasonable efforts to arrive on time. Occasionally, travel disruption or circumstances outside our reasonable control may cause a delay. We will contact you as soon as reasonably possible if this happens.

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5. Prices and payment

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Current treatment prices are shown on our website or confirmed to you before booking. Prices are stated in pounds sterling.

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Where an appointment is booked and paid for through our online booking system, payment is due at the time of booking. Where advance payment is not taken, payment is due at the end of the appointment and may be made by cash or card.

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Any applicable cancellation charge remains payable in accordance with our cancellation policy.

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Any additional travel costs that are reasonably expected, such as parking or toll charges, will be explained in advance wherever possible. Where the exact cost is not known until the journey or appointment takes place, the actual cost incurred will be confirmed and charged after the appointment. We will not add unrelated or undisclosed surcharges.

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6. Client cancellation and rescheduling policy

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Your appointment time and the necessary travel time are reserved specifically for you. If you need to cancel or reschedule, please contact us as soon as possible by text or email.

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The following charges apply:

  • More than 72 hours before the appointment: no charge.

  • Between 48 and 72 hours before the appointment: 25% of the treatment fee.

  • Between 24 and 48 hours before the appointment: 50% of the treatment fee.

  • Less than 24 hours before the appointment: 100% of the treatment fee.

  • Failure to attend or being unavailable at the agreed address and time: 100% of the treatment fee.

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Where you have paid in advance, any amount paid above the applicable cancellation charge will be refunded to you.

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Notice is measured from the scheduled start time of the appointment. A rescheduling request made within these periods is treated in the same way as a cancellation.

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Cancellation charges are intended to reflect the appointment and travel time reserved, costs already incurred and the likelihood of filling the appointment at short notice. If we are able to fill the cancelled appointment or otherwise reduce our loss, we will take this into account and reduce or refund the charge where appropriate.

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We understand that genuine emergencies and exceptional circumstances happen. These will be considered reasonably and on an individual basis, but an exception is not guaranteed.

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7. Cancellation by us

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We may need to cancel or rearrange an appointment because of illness, unsafe travel conditions, vehicle problems or other circumstances outside our reasonable control. We will give you as much notice as reasonably possible.

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If we cancel, you may choose either:

  • a replacement appointment; or

  • a full refund of any amount paid for the cancelled treatment.

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We are not responsible for indirect losses arising from a cancellation, except where the law does not allow liability to be excluded.

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8. Health, consent and treatment boundaries

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You must tell the therapist about relevant health conditions, symptoms, medication, allergies, pregnancy or recent surgery before treatment and update them if anything changes.

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You remain in control throughout the appointment. You may ask the therapist to change the pressure, avoid an area, pause or end the treatment at any time. The therapist may also adapt or stop treatment for health, safety, professional or conduct reasons.

Massage outcomes vary between individuals and no particular result is guaranteed. Some temporary tenderness, tiredness or other mild after-effects can occur. Please seek appropriate medical advice if you have symptoms that concern you.

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Sexual, threatening, discriminatory or otherwise inappropriate behaviour will not be tolerated. The therapist may end the appointment immediately if such behaviour occurs. Where an appointment is ended because of a client’s inappropriate conduct, the full fee may remain payable.

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9. Minors and vulnerable clients

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Clients under 18 may be treated with prior parental or guardian consent and a parent, guardian or other responsible adult must be present throughout the appointment. For vulnerable adult clients, we may require a carer, chaperone or other appropriate person to be present where reasonably necessary for safeguarding or informed consent.

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10. Personal belongings and the treatment location

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Please take reasonable care of your belongings and identify any fragile items or potential hazards before equipment is brought into the property.

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We will take reasonable care while providing the service. We are responsible for loss or damage caused by our failure to use reasonable care and skill, but not for pre-existing damage, hidden defects or loss that we could not reasonably have anticipated.

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11. Website use and third-party links

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The information on our website is provided for general information and does not constitute medical advice. Although we take reasonable steps to keep it accurate and current, we do not guarantee that all website content will always be complete or error-free.

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Our website may contain links to third-party websites or booking and payment services. We are not responsible for their content, availability or privacy practices. Your use of a third-party service may also be subject to that provider’s terms.

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All original content on our website, including text, branding, graphics and images, belongs to us or is used with permission. It must not be copied, republished or used commercially without permission, except as allowed by law.

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12. Privacy and communications

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We use personal information to administer bookings, provide treatments, maintain appropriate client records, take payment and communicate with you. More information about how we collect, use and protect personal information is available in our Privacy Policy: https://www.massagemovements.com/cookies-and-privacy-policy .

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Booking confirmations, appointment reminders, changes to an appointment and essential aftercare information are service communications. Promotional or rebooking communications will be sent only where permitted by applicable data protection and electronic marketing law, and will include an appropriate way to opt out.

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13. Our responsibility to you

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We will provide services with reasonable care and skill. Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights.

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Subject to the above, we are not responsible for loss that was not reasonably foreseeable when the booking was made or for business losses where you book as a consumer.

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14. Events outside our reasonable control

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We are not responsible for delay or failure caused by events outside our reasonable control, including severe weather, road closures, transport disruption, power failure, government restrictions or emergencies. We will contact you as soon as reasonably possible and take reasonable steps to minimise the effect.

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15. Complaints

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If you are unhappy with any aspect of our service, please contact us promptly so that we have an opportunity to resolve the matter:

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16. Changes to these terms

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We may update these terms from time to time. The terms in force when you make your booking will apply to that appointment. The latest version will be published on our website with the date it was updated.

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17. Governing law

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These terms are governed by the laws of England and Wales. You may bring proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in the courts of the country in which you live.

Nothing in these terms affects your statutory rights.

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