Rela & Be Terms and Conditions for Clients
The time selected is our therapist's live availability but treatments are not confirmed until the therapist has accepted the booking request. Therapists could be in treatment so they could take 90 minutes or more to respond but in most cases this will be sooner. Once the client request is received by the therapist will always accept in the first instance but reserves the right to decline under certain circumstances. Clients will know their treatment is confirmed when they receive an email stating that their therapist has accepted their request.
If Relax can't meet a request they will offer the option of an immediate full refund or an alternate therapist or time slot.
If a treatment is cancelled with more than 24 hours notice then a full refund will be given to the client and the therapist will be informed. If a treatment is cancelled within 24 hours of when the treatment is due to commence then Relax will retain the full amount paid for the treatment and the therapist will still be paid.
If a treatment is rescheduled with more than 24 hours notice then no charge will be taken. If a treatment is rescheduled in less than 24 hours notice then a £10 rescheduling fee will be charged to the client due to lost bookings that could have been filled by the therapist.
It is the client responsibility to provide complete and accurate information such as contact information and address details at the time of booking. Failure to provide this may result in Relax rejecting the booking request, cancellation of the booking or an inability of the booked Therapist to provide the Massage Treatment as requested and without notice.
It is up to the professional judgement of the therapist, if at any time they feel uncomfortable or threatened in the client’s presence, they can end the treatment and leave the premises. Relax will then investigate claims made by the therapist and act accordingly which could include contacting the police or adding the client to a blacklist preventing them from booking in the future. In this case full payment will be retained and the therapist will still receive full payment.
If Relax receives written or verbal complaints from therapists regarding a client’s behaviour, actions or comments during or after an appointment then Relax may add this client to a blacklist and block them from making future appointments without notice.
Treatments for children
It is Relax Bristol’s policy not to treat anyone under the age of 18 without another person present for all treatments. It is at the therapist’s discretion if they want to proceed.
The massage time booked is to include set up and pack down time. For example, if a 60 or 90 minute treatment is booked then this is to include the time for set up and pack down so the length of time on the table will be 50 minutes. If this time is compromised due to any reason owing to the client including the following then the length of the treatment will be shortened accordingly so that the therapist is still able to leave the property at the correct time.
Sudden illness or incidents from therapists.
In the event of sudden illness or incident causing the therapist being unable to provide a treatment to the client then Relax Bristol will always try to find a suitable replacement therapist to carry out the appointment. If another therapist is not available then a rescheduled appointment will be offered to the client.
In the event that the therapist turns up late for an appointment clients are asked to let Relax Bristol know. Depending on the length of the delay Relax will always try to compensate the client when deemed fair and at their discretion.
If a therapist arrives at the client’s house and the client is not ready for their treatment due to the client not being ready, not knowing where the treatment is to take place or having the required room then the treatment will be shortened accordingly and the therapist will still be paid the full allowance.
Example: If an hour treatment is booked for 11am then the treatment is due to start at 11.10am and finish at 12.10pm with the therapist leaving the property at 12.20pm. If this time is exceeded owing to the client then the treatment length can be shortened and the therapist will still be paid the full amount.
Restricted Space for treatment
3m x 1.5m is the ideal space requirement for the massage treatment to take place with 2.80m x 1.20m being the minimum for a full body treatment. If space is restricted more than this then the therapist can, at their discretion adapt the treatment to take place on a chair instead of the massage table but never on a client’s bed.
Client consultation not filled in online
Each client is asked to fill in an online health consultation form when booking their massage appointment to save time for during their appointment and ensure their therapist can tailor them the correct type of treatment. If this is not filled in while booking then the therapist can choose to perform a verbal or paper consultation form if they feel it is necessary during the allocated ten minutes before the treatment is due to begin. If completing the consultation goes into the allocated time slot booked for the massage then the treatment length will be shortened. Clients can avoid this by filling in the health consultation online prior to their treatment.