Our Policies
Cancellation I understand that life happens and you may need to reschedule or cancel an appointment. To respect the time of both myself and other clients, I ask you to comply with my Cancellation Policy outlined below. Notice Requirement: Clients must provide a minimum of 24 hours notice to cancel or reschedule an appointment. To cancel or reschedule, please contact me via my business Mobile or Email. Clients must provide a minimum of 24 hours notice to cancel or reschedule an appointment. If you cancel less than 24 hours before your appointment, you'll get charged 50% of the treatment cost. Refusal to pay this will result in no future bookings being accepted. Exceptions for late cancellations may be made at the discretion of myself for emergencies or sickness with a valid medical note.
Privacy Policy Mellow Out Massage Therapy is committed to protecting your privacy and handling your personal data with transparency, care, and in line with the UK General Data Protection Regulation (UK GDPR). This Privacy Policy explains what personal data I collect, how I use it, and your rights. Who I Am Mellow Out Massage Therapy Mobile Sports Massage Therapist Email: info@mellowoutmassagetherapy.co.uk What Personal Data I Collect Contact details – Name, phone number, email address, home address (for mobile appointments). Health information – Information you provide in consultation or via a health questionnaire, including relevant medical history. Payment data – Details of transactions made via bank transfer. Why I Collect Your Data Book and manage appointments. Provide safe and appropriate treatments. Maintain professional records for insurance and legal compliance. Communicate with you about your sessions or related services. Respond to queries or concerns. Lawful Basis for Processing Under UK GDPR, the lawful bases I rely on are: Consent – For marketing communications or collecting health data. Contract – To provide massage services you request. Legal obligation – To retain client records for insurance and professional requirements. Legitimate interests – For administrative purposes and service improvements. Sharing Your Data I do not sell or share your data with third parties for marketing. However, I may share limited information with: Payment processors (e.g. Square) to handle bookings and payments. Insurance or legal advisors if required for legal claims. Regulatory authorities if legally required. All third parties are required to comply with UK data protection laws.
Mobile Booking Parking & Access Please ensure your property is suitable for mobile massage, as my equipment can be heavy and requires safe, easy access. Adequate parking must be available either on a private driveway/allocated space or on a nearby roadside. If your property involves multiple steps, steep access, or similar obstacles, you may be asked to assist myself. Any parking charges must be covered by the client and reimbursed directly to myself at the appointment. Thank you for respecting my Parking and Access policy. If you have any questions about this, please don’t hesitate to contact me.
Disclosure To safely provide any treatment, I will request you to complete a full consultation at the first treatment to supply certain information in writing before any treatment takes place. This information must be provided completely and accurately by the yourself as it will be relied upon by myself to keep you both you safe and my business protected. Medical information and Contraindications It is essential that you make full and accurate disclosure of any medical conditions and contraindications, as some treatments are not suitable for those with certain conditions. Unless proper information is supplied by yourself, the proper advice and treatment cannot be given or supplied. If you have any concerns about your current state of health, you must consult your GP before booking any appointment. Mellow Out Massage Therapy will not provide treatment to anyone with an infectious disease. If in doubt, you must consult your GP. You must fully disclose any allergies with myself prior to arrival, in order for me to ascertain if I can safely proceed. Any serious conditions, such as cancer, must be disclosed before the day of the appointment for the treatment. This is to ensure that I fully understand your condition and any limitations. Most treatments can be adapted for most conditions but not if no prior notice is given by the client. I’m always available to discuss any concerns regarding any medical conditions or possible medical conditions, and it is for the you as the client to make full disclosure and act on any advice given. If medical information is provided on the consultation forms, the client provides their consent for the data to be retained by Mellow Out Massage Therapy as otherwise, no treatment can be supplied, and Mellow Out Massage Therapy will have no liability to the Client. Such consent will initially be obtained when the Client signs the consultation form.
Inappropriate Behaviour At Mellow Out Massage Therapy, I uphold a zero-tolerance policy towards inappropriate behaviour. Any client demonstrating behaviour; including but not limited to; intimidation, verbal aggression, physical violence, evidence of intoxication, or sexual behaviour will have their treatment terminated immediately and without a refund. You may also be refused future bookings as a consequence of this.
Weight Restrictions My massage table has a safe loading weight of 18 - 35 stone. Please check with me to ensure that my table can support you safely before booking.
Complaint Policy If you feel you have a grievance about me or my service, I would welcome you to discuss this with me in the first instance. Although I aspire to provide you with an excellent service, I am human and would welcome a chance to resolve any issues with you as this is usually an opportunity for learning and growth. It would be helpful if you submit any complaint in writing to me. I will endeavour to respond within 48 hours within the working week (Monday-Friday) unless I am on leave, in which case I will deal with this urgently upon my return to work. If you feel I have not resolved the issue or you feel that you are not able to approach me, then you can contact my professional body (FHT). The Federation of Holistic Therapists will investigate the complaint More details on the procedure and who to contact can be found here: http://www.fht.org.uk/raise-a-concern