Terms and Conditions

LATE POLICY

If arrival is delayed, we will make every effort to accommodate your full appointment, but this may not always be possible. We may have to shorten the duration of your treatment to avoid a knock-on effect that delays other guests. For example, if you are 10 to 15 minutes late for a one-hour booking, you will still be charged for the full hour.

Deposits

We now require a deposit on all bookings.This deposit covers our staffing and administration costs. We have to spend time and effort trying to find another guest to take your slot at short notice.You will therefore lose this deposit if you are a no-show or cancel with less than 24 hours of the appointment.

We may need you to paying deposit for guarantee booking. Please allow 24 hours notice of cancellation to avoid an automatic deposit charge.

Please note: If your deposit refund request is approved, a small processing fee of 4.1% will be deducted from the refunded amount.

For same day an appointment. You will lose this deposit if you are a no-show or cancel less than 4 hours of the appointment. We do understand that unforeseen circumstances arise, so if you are unable to attend your booking, we kindly ask that you cancel or reschedule with at least a 4-hour notice.

We hope you can understand that a short notice cancellation or failing to show up for your session really has an impact, making it challenging for us to fill your slot on short notice.

CANCELLATION & NO SHOW

Customers who book appointments and cannot join us for their scheduled appointment are granted full credit provided that at least a 24-hour notice is given. We do not provide refunds for canceled/no show appointments.

All service sales, gift vouchers sales are final, with no refunds.

For clients who have a history of cancellations or no-shows without prior notice, we kindly ask that the full amount be paid before booking any future appointments. This policy ensures fairness to our therapists and other clients by maintaining appointment availability and efficient resource allocation. We appreciate your cooperation and understanding.

Cancellation with less than 24 hours notice will result in a charge of 100% of the deposit.
Rescheduling is free of charge up to 12 hours before your appointment. Requests with less than 12 hours' notice will be rejected.

Refunds & Satisfactions

We strive to ensure that every client has a positive experience at Patra Massage. If, within the first 10-15 minutes of your massage session, you are not satisfied with the treatment, please inform our staff immediately. In such cases, we will terminate the session and provide you with a full refund. However, if you choose to continue the session until its completion, no refund will be issued.

Please note that we may still require payment if we reasonably believe that a claim for dissatisfaction is contrived to avoid paying (e.g., after completing half or more of a session without raising any concerns). While this is very rare, it does occasionally happen.

If you find that the therapist's conversation during the session is disruptive to your relaxation, feel free to request that they remain quiet. Your comfort and satisfaction are our top priorities, and we want to ensure that your massage experience is as enjoyable and relaxing as possible.

Disputes & Complaints

We hope you will not have cause for complaint. However, if you wish to raise a concern, please contact us. We will thoroughly investigate your complaint and strive to arrive at a reasonable resolution. We aim to respond to all complaints within 30 days, although we typically address them much sooner.

SPECIAL CONDITIONS

Please notify us before reserving or booking your treatments if you have: high blood pressure, special physical concerns, diabetes, or are pregnant. All clinic patients will be asked to complete a consultation form by your practitioner prior to arrival or at check-in, all designed with your well-being in mind.

Invoices

To request an invoice (our massage therapists are registered members of CTHA for body massage, stone therapy massage, and aromatherapy massage), there is a £2 (cash) administration fee.

We aim to issue your invoice within 5 working days and send it to your email. Please provide your full name and address and send this information to our email.