Terms and Conditions


Payment is required in full by the end of the appointment, with the exception of flexible payment options agreed with me prior to booking. In cases where flexible payment options may apply.

 Please note I reserve the right to amend prices or run promotions at any time, without prior notice. Once a booking is made, the price paid is final and no price difference can be refunded in the event of a later price reduction. .


All treatments and gift vouchers are non-refundable.

Additional Terms & Conditions Relating to Packages & Promotional Offers

  • Discount will be on stated packages only. Any saving stated refers to the saving made against the full, standard cost for the treatments/package. Discounted packages cannot have any further discount applied.
  • Treatments within the Packages cannot be changed or substituted with any other treatments, with the exception of the client becoming pregnant or developing a contraindication.
  • I reserve the right to amend treatment prices or run promotions at any time, without prior notice. I cannot retrospectively apply discounts to booked treatments.
  • All treatments booked as part of the Package deals are non-refundable and non-transferable under any circumstances. Any reschedules of dates will be at my discretion, where deemed possible.
  • Dates for treatment must be selected at time of booking and are subject to availability. All treatments booked as part of a package must be taken within 6 months of date of booking the package.

Cancellation or Transfer of Training Dates / Courses

Rescheduling Requests & Fees

In the event that you are unable to attend a booked and confirmed treatment date, I may be able to offer a reschedule of the treatment (subject to availability and at my discretion), provided you contact us no later than 48 hours prior to the treatment date by phone/email.  I operate a ‘fair use’ policy for rescheduling and all treatments can only be rescheduled on one occasion. I will respond to confirm whether a reschedule is possible and where it is not possible and the client chooses not to attend their treatment, you may forfeit any payment made.

Where a client is a ‘no show’, failing to attend for their booked treatment date without a minimum of 2 day’s notice by email, you will automatically forfeit your payment and I will be under no obligation to provide any further treatment or any refund.

Treatmentss booked as part of discounted ‘last minute offers’ will be strictly non-refundable and non-transferable. These are discounted specifically for attendance on the booked treatment/date/venue by their very nature and so this price does not transfer to other treatments. If you need to reschedule for a genuine reason (medical or compassionate), I may at my discretion, reschedule. 

In the event that I should have to cancel your treatment for reasons outside of my control; I will endeavour to give clients at least 24 hours’ notice of any cancellation by telephone and/or email. I am not responsible for any loss of income or accommodation/travelling costs clients may incur due to the cancellation of treatments. All treatments required to be cancelled/postponed  will be rescheduled for a further  date within 6 months of the original booked date. Such treatments remain non-refundable.

Online Products

All online products such as the self help guides and gift vouchers are strictly non-refundable. 

Minimum Client Age

I accept clients of any age.

Photography and Recording

Photography / recording of treatments (both audio or video) is strictly prohibited while attending appointments, unless agreed with The Medical Massage Lady at the start of the appointment, or with express permission, for marketing/promotional purposes. 

Medical Conditions

Please make me aware of any health conditions and/or medications currently taken that may affect your treatment. All clients are required to disclose any medical conditions at the time of the appointment, which will be dealt in the strictest of confidence. Some conditions may contraindicate a specific treatment.  Adjustments will be made to accommodate medical conditions where possible and practical. A medical certificate may be required in line with our insurance obligations. 

Due to health & safety / insurance obligations, pregnant clients may be unable  to receive treatments. This applies to all clients within the first 12 weeks of pregnancy or anyone considered high risk in pregnancy.  

Failure to disclose known medical conditions at the time of the appointment where requested, may result in forfeit of payment.

Special Training Needs / Requirements

It is very important you make me aware of any special needs you may have in order to make your treatment run smoothly.  Where possible adjustments or special arrangements will be considered. Please note an additional cost may apply for classes on a one to one basis.


The Medical Massage Lady is a fully insured and registered professional and is responsible for ensuring the insurance provider will extend their cover to include the new treatment(s) and for covering any cost to make changes. The Medical Massage Lady is registered with the IGCT (International Guild of Complementary Therapists), the CHP ( Complementary Health Professionals) and the CNHC (Complementary and Natural Healthcare Council). Registration details can be provided where necessary. Registration with the CNHC covers the therapist for medical referrals and private health insurance clients.


I am keen to ensure all clients gain the most from their treatment experience. In the first instance, please raise any difficulties or concerns with me on the appointment day(s) as most issues can quickly be rectified at the time. However, in the unlikely event your treatment with me does not meet your expectations and you feel unable to raise this on the appointment day, please email sam@medicalmassagelady.com with the details of your feedback or complaint. This email must be received in writing within 5 days of your booking. I take all feedback and complaints very seriously and this will be investigated as required. You will receive a response in writing within 5 working days.

Code of Conduct:

 I would ask the following code of conduct is adhered to at all times:-

  • Punctuality is essential with all clients to arrive 5 minutes before the start time. Allow adequate time to travel to the salon. Lateness is very disruptive for other clients and may mean you have a shorter treatment. You will be refused entry if you arrive more than 20 minutes past the start time. 
  • Genuine reasons will be subject to my discretion and handled under our above policy on rescheduling. This may be subject to rescheduling fees.
  •  Please make the therapist aware of any medical conditions or learning difficulties which may impact your treatment (these should previously have been discussed at the time of booking to ensure suitability for the treatment). This can be discussed with the therapist upon arrival at the centre, in confidence. This will allow the therapist to best support you throughout the treatment and make any adjustments possible to assist you to gain the most from your treatment.
  • I can accept no responsibility for any loss, damage or theft of personal property; however rare. Therefore I encourage clients to leave all unnecessary valuables at home, remain vigilant to their belongings during appointments and take all property with them when leaving the centre. Any property left behind will be held for 7 days, following which it will be disposed as appropriate. Clients are responsible for collection of lost items from site, by appointment. I cannot post or deliver any lost property.
  • Products / tools provided at the salon remain the property of The Medical Massage Lady and should not be taken from the salon at any time. Such will be treated as theft and reported to the authorities. 
  • No use of e-cigarettes/vaporisers, or smoking within the salon.
  • Clients must not consume or be under the influence of alcohol or drugs at any time during attendance of the treament. You will be asked to leave the salon where I have reason to suspect such influence, and the police may be contacted if appropriate.
  • Be courteous and respectful to therapists and other clients. No use of foul language. Abuse of any kind including racism will not be tolerated.  While I operate a welcoming, friendly atmosphere, client conduct should reflect that which would be expected within a salon environment .  I will support you as best possible so please work with me to assist you, trusting in my professional knowledge and experience.
  • Verbal, physical or written abuse will not be tolerated at any time and will result an immediate verbal warning. Should the conduct continue, you will be asked to leave the salon immediately. You will forfeit any money paid.
  • Students must not take any photographs or make any recordings (audio or video) of any kind while in attendance at the salon. This is to meet Data Protection legislation, to protect the privacy of other clients, and avoid disruption to appointments. Photos may occasionally be taken by myself with the express permission of clients, for the purposes of marketing/promotion.

      About Me

       The Medical Massage Lady

        Inside iBeautify, 76 Calverley Road, Tunbridge Wells, Kent, TN1 2UJ 

       07736 104738