1. Services

• Serenity By Sophie provides professional Swedish massage therapy services performed by licensed and/or certified massage therapists.
• Services are intended for relaxation, stress relief, and general wellness. They are not a substitute for medical treatment. Clients are responsible for consulting a healthcare provider for medical conditions.
• The scope of services, including session duration and techniques, will be discussed and agreed upon prior to the session.

2. Bookings and Appointments

• 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.
• Minimum Age: Clients must be at least 18 years old or accompanied by a parent/guardian with written consent.

3. Cancellations and Rescheduling

• Cancellation Policy: A minimum of 48 hours’ notice is required to cancel or reschedule an appointment without penalty.
• Late Cancellations/No-Shows: Cancellations within 48 hours or failure to attend a scheduled appointment will incur a fee of 50% of the service cost or forfeiture of a prepaid session.
• Business Cancellations: Serenity By Sophie reserves the right to cancel or reschedule appointments due to unforeseen circumstances. Clients will be notified promptly, and a full refund or rescheduling option will be offered.

4. Payments

• 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.

5. Client Responsibilities

• Health Disclosure: Clients must complete a health intake form and disclose any medical conditions, allergies, injuries, or contraindications (e.g., pregnancy, recent surgeries, skin conditions) that may affect the safety or suitability of the massage.
• Hygiene: Clients are expected to maintain personal hygiene (e.g., showering prior to the session) to ensure a comfortable experience for both parties.
• Conduct: Clients must behave respectfully toward staff and other clients. Inappropriate behaviour, including but not limited to harassment, sexual advances, or intoxication, will result in immediate termination of the session and potential refusal of future services without refund.
• Personal Belongings: Serenity By Sophie is not responsible for lost, stolen, or damaged personal items.

6. Therapist Responsibilities

• 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.

7. Health and Safety

• 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.

8. Refunds

• Refunds for services are not provided unless the service was not rendered due to an error by Serenity By Sophie.
• Refunds for prepaid packages or gift cards are at the discretion of Serenity By Sophie and subject to a 10% processing fee.
• Dissatisfaction with a service should be reported immediately to allow us to address concerns.

9. Privacy and Confidentiality

• Client information, including health details and session notes, is kept confidential in accordance with applicable privacy GDPR laws.
• Personal data will not be shared with third parties without consent, except as required by law.

10. Liability

• 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.

11. Changes to Terms

• 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.

12. Governing Law

• These Terms and Conditions are governed by the laws of United Kingdom. Any disputes will be resolved in the UK courts.

13. Contact Information

For questions, concerns, or to report issues, please contact info@serenitybysophie.com

By booking or receiving services from Serenity By Sophie, you acknowledge that you have read, understood, and agree to these Terms and Conditions.