Terms & Conditions
Please note:
Individual treatments may also have their own, additional terms & conditions. These will be included and shown, if applicable, when you use the online booking system.
Pre- appointment
Please ensure you complete all client consultation forms thoroughly and honestly prior to your appointment. This enables me to ensure you are able to have your chosen treatment safely.
Arrival to your appointment
The full address of the treatment room is on your booking confirmation and any consultation forms you completed. The house number is predominately omitted from public domains due to Lorraine’s Treatment Room operating on a ‘Strictly by appointment only’ basis. Upon arrival, please walk through the double wooden gates to the right of the front door and into the treatment room where I will be waiting.
Please arrive as close as possible to your treatment time to ensure that the room has been sanitised, aired and is ready for your pampering to begin.
Parking
You are very welcome to park in the driveway, however, please note Lorraine’s Treatment Room, or any person acting on their behalf, does not accept responsibility for any any loss, injury or damage sustained by yourself, nor accepts any responsibility for loss or damage to vehicles and their contents parked on the premises. If you wish to park on the street please ensure you park respectively and kindly do not block the neighbouring driveways.
Cancellations by the client
At Lorraine’s Treatment Room I will always do my best to accommodate your preferred treatment time, even if it is outside of my regular hours. I appreciate life can be busy and it can be tricky to fit it everything you would like to do. If there is anything I can to ease the load, I will.
I completely appreciate that life happens, plans can change unexpectedly, and that, occasionally, it may be unavoidable that you need to reschedule or cancel your appointment.
Please could I kindly ask that you give as much notice as possible when rescheduling or cancelling your appointment to allow me the opportunity to offer your space to a client on the waiting list.
Cancellations with more than 48 hours notice will incur no fee*. Please note that cancellations of less than 48 hours or no-shows may incur a fee as detailed below.
Over 48 hours notice
If you can’t make your appointment, you can reschedule or cancel via your confirmation email or by logging onto your Acuity Scheduling account. Alternatively, please contact me and I will be happy to so this for you. Cancelled appointments will receive a refund* to the original payment method.
36 – 48 hours notice
Cancellations made 36-48 hours before your scheduled appointment will incur a cancellation charge of 50% of the booking fee. *
Less that 36 hours notice or no shows.
No refunds of booking fee/s will be given. Any rebooked appointment will be charged at full price and payment will be required at the time of booking.
Late arrivals
Life does happen and I like to be accommodating as possible. There is a contingency / tidy up gap between clients so I will endeavour to complete your treatment/s if there’s time. If it isn’t possible to complete your treatment in what’s left of the allotted time, the full price of the treatment/s booked will still apply.
Refunds are processed to the original payment method
*Please note, in any cancellation where a refund is due, the card processing fee is not refunded. Card refund requests are submitted to your bank or card issuer. You will see the refund as a credit approximately 5-10 business days later, depending upon who you bank with.
Cancellations by Lorraine’s Treatment Room
Should I need to cancel your appointment for any reason whatsoever, I will endeavour to give you as much notice as possible and offer you an alternative appointment time.
Punctuality and Courtesy of the client
Please arrive on time for your appointment. Unfortunately, arriving too late to perform a service will result in full charges and, whilst I will always endeavour to perform the most complete treatment possible in the time remaining, I reserve the right to amend your treatment due to time limitations if you are late. Each session will be finished on time as a courtesy to the next client and allow me time to carry out the necessary sanitation procedures. Arriving late may result in your treatment time being shortened or your treatment cancelled in which case the cancellation policy will apply.
All treatment times stated include preparation of room and client: i.e. 5 minutes at the beginning and end of treatment.
I recommend that you aim to arrive 5 minutes prior to your treatment to ensure you have sufficient time to park your car and begin to leave the stresses of the outside world behind. If it is your first appointment at the treatment room I may require this additional time to assist you in completing the online client consultation form if you have not already done this. Consultation cards are 100% confidential and used for treatment purposes only.
Please note that by booking an appointment you are accepting the conditions of the cancellation and rescheduling policy.
I really appreciate you choosing Lorraine’s Treatment Room and hope you have a positive experience selecting and booking your treatment/s. If you have any questions or concerns, please call me on 07973 307092 or email lorraine@lorrainestreatmentroom.co.uk.
Punctuality and Courtesy of Lorraine’s Treatment Room
I will always aim to run to time but, due to unforseen incidents, occasionally appointments may overrun. When possible I will inform you in advance so you are not kept waiting unnecessarily. Should I be unable to give you your full treatment time I will only charge you for the time you were treated for.
Guarantees
No guarantees can be given for the final result you are hoping to achieve. Lifestyle, genetics, health & aftercare play a part in the outcome of treatments and this will be discussed in detail during your consultation. Each treatment has it’s own terms & conditions which will be included in the consultation form for your records.
Aftercare for treatments will be highlighted and given when booking online.
Mobile Phones
May I politely ask you to please turn off your mobile phones or put to silent when you arrive for your appointment.
Payment
Payment for online bookings is made at time of booking. If you have booked directly with myself, payment on the day can be made by cash, cheque or card; or by bank transfer in advance of your treatment/s.
Your health
Clients that may have health issues e.g. blood pressure, circulation problems, skin problems, have recently undergone an operation, are on medication, are pregnant, or have any other health worries, are advised to check with their GP before booking a treatment. Prior to your first treatment you will be asked to complete the mandatory online client cunsultation form. This will highlight any health issues you may have and will ensure you are not contra-indicated to the treatment/s you have chosen.
For clients with serious illnesses, before I can proceed with any treatment, I will ask you to provide a letter from your doctor or consultant stating that you are able to receive the specific treatment you wish to have in the salon.
Please inform me of any medical conditions, including pregnancy, prior to booking as some treatments may not be appropriate for you.
Please ensure you bring any medication you need, such as inhalers, to your appointment with you.
Right to refuse or terminate a treatment
I reserve the right to refuse or terminate a treatment at any time for reasons that may include (but are not limited to) the following:-
- Medical Conditions or illnesses that can affect the therapists health e.g. cold, cough, flu etc
- Being under the influence of pain killers (over the counter or prescription), alcohol or other drugs or intoxicants (massage may not be safe if you cannot gauge pain).
- Poor hygiene – please arrive clean (bathed within past 24 hours)
- Comments or actions of a sexual nature
- Being rude or disrespectful
- If I am not the right therapist for you
- If I need to refer you to another medical professional
Allergies
If you have any allergies, please advise me at the time of booking. There is a section on the client consultation form where you can do this.
Gift Vouchers
Gift Vouchers ordered through the website are delivered automatically to the email address you specify at the time of purchase – if you would like the gift voucher sending to you so you may print out, please ensure you put your email address. If you would like it delivering directly to the recipient, please input their email address. Please ensure you input the email address correctly as I cannot be held responsible if the email address is put in incorrectly and someone other than the intended recipiennt receives the gift voucher.
Please look after your voucher. If it is lost, stolen, or destroyed I will replace it providing the unique voucher code has not already been used. There is a £10 admin fee for replacing a lost, stolen, or destroyed voucher. If a voucher has been used without your permission before you contact me to ask for a replacement then I’m afraid that voucher is spent and I am unable to offer a replacement.
Gift vouchers are non refundable and are valid for 6 months from the purchase date, unless otherwise specified. Vouchers bought at a discounted rate during special offers or promotions such as ‘Amazing Advent’ have a shorter expiration date. Please ensure you advise the recipient that the voucher will not be accepted after the expiry date. Extensions are occasionally possible, however, please note there is an administraion charge of £12.50 to extend the voucher for one week.
Vouchers cannot be redeemed for cash, sold or transferred. Your gift voucher number must be quoted at the time of booking for it to be credited against the booking. If you experience any difficulties, please do contact me, lorraine@lorrainestreatmentroom.co.uk
For vouchers with a monetary value, you are under no obligation to use the full value of your vouchers during one session. However, please note, the voucher will automatically expire on the date shown.
Late cancellation and “failure to show” terms as laid out above also apply to gift vouchers.
Patch Testing
It is the law to patch test you for reactions to certain treatments before I carry out certain treatments.
This is for your own safety. Treatments requiring patch tests are clearly indicated on the website and/or price list.
Personal Items
Please ensure you retrieve all your personal items before leaving the premises as I cannot be held responsible for lost items.
Treatments
Treatments available and prices may change without notice.
Courses of treatments are to be paid in full prior to or at the initial treatment and taken within 3 months or the time stated on the website when selecting that course of treatment. The time-frames listed ensure you get the optimum results from your treatment course.
If you have purchased a course of treatments and do not wish to complete the course you will be refunded the amount originally paid minus the individual value of the treatments you have already taken*. However, please note any refund will only be given during the recommended time frame that was applicable when you purchased your course. Please ensure you contact me as soon as possible to discuss any termination of a course of treatments.
Here at Lorraine’s Treatment Room we strive to offer the best treatments possible. If, however, we do not perform treatments or services to your standards please contact the treatment room via phone on 07973307092 or email lorraine@lorrainestreatmentroom.co.uk within in 24 hours of your treatment. Providing you contact me with your comments, concerns, or comaints within 24 hours of your treatment I will be able to assist any of your concerns. If the the treatment room is closed, please leave a message and I will contact you as soon as possible.
Offers
Offers on the website, Google My Business and the Facebook page are for a definitive period only. Once the offer period has ended the treatment reverts to its normal price.
Payment & Treatment Choices for Pamper Parties
For Pamper Parties: A non refundable booking-fee of 50% of total package value is required in order to secure your pamper date; this is to be paid via bank transfer.
Upon receiving request for a day and time an invoice will be raised and sent to you via email. Your requested date will be provisionally reserved, however, until the booking-fee is received this is only considered a preliminary booking and the date in question remains available for another person to book.. Upon receiving your booking-fee the date is secured for your party. The outstanding balance and treatment choices are due at least seven days prior to the secured date.
For pamper parties you are required to advise of us treatment choices at least 7 days before the party date. Whilst we will always try to accommodate last minute treatments changes we would advise you to give as much notice as possible to avoid disappointment. Once your pamper party date has been confirmed, we will be unable to issue a refund for any individual cancellations, unwanted treatments or no shows. Prices are a per person price and can not be shared between or split between party guest . Depending upon the package chosen, there is a minimum number of treatments to be booked and these are clearly shown on the website.
All pamper package times stated include preparation of the couch and the client’s de-robing and re-robing at the beginning and end of treatment. Should you prefer 5 minutes between guests please request when booking and we can advise you of the additional charge per guest for this service.
The party organiser will ensure that guests arrive on time for their pre-scheduled treatment/s. If changes are made your therapist will make every effort to accommodate this including lateness; however, in such an event Lorraine’s Treatment Room will have no liability for any loss of treatment/s time.
We ask that you stick to your chosen treatments on the day as every effort has been made to organise your therapists and time accordingly. We do aim to be flexible though so please ask your therapist if you are really unhappy with your treatment choice and every effort will be made to change it if possible.
Payment for Mobile Treatments / Relaxation Delivered
If booked in excess of seven days prior to the requested date a non refundable booking-fee of 50% of total package value is required in order to secure your requested date and time; this is to be paid via bank transfer. The balance should be paid no later than seven days prior to the booked time.
If booked less than seven days prior to the desired date an invoice will be raised immediately and full payment will be required by return in order to secure your booking.
If booked on the day, payment prior to treatment will be required, this can be paid via BACS, PayPal, Cash prior to the commencement of the treatment.
Cancellation policy once paid in full:
(for pamper parties / mobile treatments / relaxation delivered)
Cancel with 2 weeks notice – 50% refunded (50% non-refundable booking fee not refunded)
Cancel with 1 weeks notice – 25% of total invoice amount refunded
Cancel with 24 hours notice – 0% refunded
Please note that your booking-fee is non refundable.
For all treatments – pamper parties / mobile treatments / relaxation delivered
A late start time may result in reduced treatment times.
All times stated include preparation of the couch and the client’s de-robing and re-robing at the beginning and end of treatment.
Therapists will arrive around 15 minutes early in order to set up and be ready to start at your agreed time. We ask that you are please ready to start at this time and that sufficient space has been made for massage couches if they are required for your treatment selection.
Lorraine’s Treatment Room shall not be liable to the organiser, guest/s or clients for any loss, injury, damage, expense or delay suffered by the organiser, the guest/s or clients. This exclusion shall extend (but not be limited) to the consequences of any act or omission (whether willful, negligent, reckless, dishonest or otherwise) which takes place during the party, mobile/relaxation delivered treatments on the part of the Freelance Therapist/s or the Host or the Guest/s. The organiser, guests and clients acknowledge that Lorraine’s Treatment Room charges are set on the basis that it has no such liability.
For parties/treatments further than 5 miles from CT14 0BZ travel costs may be added to your booking; these will be calculated on the government recommended 45p per mile.
For parties/ treatments starting on or after 6.30pm an additional out of hours charge of £20 per attending therapist will be applicable.
For parties / treatments on a Sunday an additional £15 per attending therapist will be applicable.
Our Rights
We reserve the right to modify or withdraw, temporarily or permanently, this website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the website
We reserve the right to change the conditions from time to time, and your continued use of the website (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the conditions have been changed. If you do not agree to any change to the conditions then you must immediately stop using the website and/or our services.
Competitions
All competitions are promoted by:
LORRAINES TREATMENT ROOM, CHESTNUT DRIVE, WORTH, DEAL CT14 0BZ
Competition entrants must be over 18 at time of entering; one entry per person.
Winners will be chosen at random on the date stipulated in the competition. Winners will be contacted via email after prize has been drawn.
The winner will be required to take part in publicity and have their photograph taken for social media and / or the website.
Lorraine’s Treatment Room reserve the right to amend the prize or rules if necessary.
By entering a competition you are agreeing to sign up to receive newsletters and special offers etc. You may unsubscribe at any
