Welcome to Serenity By Sophie. By booking or receiving services from us, you agree to abide by the following Terms and Conditions. Please read them carefully.
Serenity By Sophie provides professional massage therapy services, including but not limited to Swedish and aromatherapy massages, performed by licensed and/or certified therapists. Services are tailored to individual client needs based on the health intake consultation. Therapists may adjust techniques during the session to ensure safety and efficacy, in line with professional standards.
Accessibility and Inclusivity: Serenity By Sophie is committed to providing an inclusive experience. Please inform us of any accessibility needs (e.g., mobility issues, sensory sensitivities) at booking, and we will make reasonable adjustments to accommodate, such as adapting the massage setup or environment.
Scheduling: Appointments can be booked online, by phone, or in person, subject to availability.
Confirmation: A booking is confirmed only upon receipt of a confirmation email, text, or verbal agreement from Serenity By Sophie.
Arrival – Mobile Service: Your massage therapist will arrive approximately 5–10 minutes prior to your appointment to setup and complete any necessary intake forms or consultations.
Late Arrivals: Clients are encouraged to be ready at the scheduled appointment time. For mobile services, therapists will wait up to 15 minutes past the scheduled start time. Late arrivals may result in a shortened session to accommodate subsequent appointments, with no reduction in fees. Arrivals more than 15 minutes late may be treated as a no-show, incurring a 50% fee or forfeiture of a prepaid session.
Minimum Age: Clients must be at least 18 years old or accompanied by a parent/guardian with written consent.
Cancellations: A minimum of 48 hours’ notice is required to cancel or reschedule an appointment without penalty. Cancellations within 48 hours or no-shows will incur a fee of 50% of the service cost or forfeiture of a prepaid session. In cases of documented emergencies (e.g., medical issues), clients may receive a credit for a future session, valid for 6 months, at the discretion of Serenity By Sophie.
Rescheduling: Rescheduling requests within 48 hours may be accommodated based on availability.
Force Majeure: Serenity By Sophie is not liable for failure to perform services due to events beyond our control, including but not limited to natural disasters, government restrictions, or unforeseen emergencies. In such cases, clients will be notified promptly, and a full refund or rescheduling option will be offered.
Pricing: Service prices are listed on our website or available upon request. Prices are subject to change without notice.
Payment Methods: We accept cash in person and online payments/mobile payments via credit/debit card. Payment is due at the time of service unless otherwise agreed.
Packages/Gift Cards: Prepaid packages or gift cards are non-refundable but transferable with prior approval. They must be used within 12 months from purchase.
Mobile Service Payments: A non-refundable deposit of 50% of the service cost is required at booking for mobile services to cover travel and setup costs. The remaining balance is due at the time of service. Additional travel surcharges may apply for locations beyond a 10-mile radius from Barnack, Stamford, as specified at booking.
Therapists will maintain a professional, safe, and sanitary environment in compliance with UK regulations.
Therapists will use appropriate draping techniques to ensure client modesty and comfort.
Therapists reserve the right to refuse or terminate a session if a client’s health condition or behaviour poses a risk to safety or professionalism.
Contraindications: Massage may not be suitable for individuals with certain conditions (e.g., fever, contagious diseases, blood clots, or acute injuries). Serenity By Sophie reserves the right to refuse service if a condition poses a health risk.
Allergies: Please inform us of any allergies to oils, lotions, or scents. Hypoallergenic products are available upon request.
Sanitation: All equipment, linens, and surfaces are cleaned and sanitised between sessions in accordance with industry standards.
Refunds: Refunds for services are not provided unless the service was not rendered due to an error by Serenity By Sophie. In cases of therapist error or if a session is terminated early due to client health concerns (e.g., discomfort during the massage), a partial refund or credit for a future session may be offered at our discretion. Refunds for prepaid packages or gift cards are subject to a 10% administrative processing fee to cover handling and transaction costs, and require management approval. Please report dissatisfaction immediately to allow us to address concerns.
Feedback and Complaints: Serenity By Sophie values client feedback. If you are dissatisfied with a service, please contact us immediately at info@serenitybysophie.com or within 48 hours of the session. We will investigate complaints promptly and aim to resolve them within 7 business days, offering remedies such as a complimentary session or refund at our discretion.
Serenity By Sophie may offer promotions or discounts, subject to specific terms provided at the time of the offer. Promotions cannot be combined with other offers unless explicitly stated and are subject to availability. Promotional services are non-refundable but may be transferable with prior approval.
Serenity By Sophie complies with the UK General Data Protection Regulation (GDPR). Client information, including health details and session notes, is kept confidential and stored securely in encrypted systems. Personal data is retained for 7 years as required by UK regulations or until a client requests deletion, whichever is sooner. Clients have the right to access, rectify, or request deletion of their data by contacting info@serenitybysophie.com. Data will not be shared with third parties without consent, except as required by law.
Serenity By Sophie and its therapists are not liable for any injury, loss, or damage arising from services unless caused by gross negligence or wilful misconduct.
Clients assume responsibility for informing therapists of any conditions that may affect the safety or outcome of the massage.
Serenity By Sophie reserves the right to modify these Terms and Conditions at any time. Updated terms will be posted on our website or provided upon request.
Continued use of our services after changes constitutes acceptance of the revised terms.
These Terms and Conditions are governed by the laws of United Kingdom. Any disputes will be resolved in the UK courts.
For questions, concerns, or to report issues, please contact info@serenitybysophie.com or call 07353 760199.
All content on the Serenity by Sophie website, including text, images, and logos, is owned by us or our licensors. You may not reproduce, distribute, or use it commercially without written permission. By using our site, you grant us a non-exclusive licence to use any feedback or reviews you provide for promotional purposes.
By booking or receiving services from Serenity By Sophie, you acknowledge that you have read, understood, and agree to these Terms and Conditions.
