Payment and Cancellation
1.1. Payment: All clients must pay for their treatment in full on arrival of therapist at the appointment location. RiverLife Massage accepts payment types as follows: cash, credit card, contactless, gift vouchers or via direct bank transfer online. If you wish to make a bank transfer, our bank details will be provided. In the case of BACS and payment should be made in advance of treatment.
1.2. Fees and treatment duration: all clients must pay the appropriate fee for the length of their session. I will arrive 10 minutes ahead of your treatment so I can start on time. Clients who delay the start time or arrive late for their appointment or who wish to finish their session early must pay in full and cannot expect any missed time to be made up outside of their allocated time slot.
1.3. Cancellation policy: RiverLife Massage operates a 48-hour cancellation policy. This means that all clients must give a minimum of 48 hours’ notice, by telephone call only, prior to cancellation of an appointment. They will otherwise incur the full treatment fee. Clients are therefore advised to cancel as soon as possible, if a foreseeable event is likely to prevent them from attending, for example, adverse weather conditions.
1.4. Late payment: RiverLife Massage reserves the right to withhold further treatment, until all outstanding payments have been settled.
2.1. Disclosure of medical conditions: all clients will be asked to complete either a consultation form or interview prior to receiving treatment from RiverLife Massage. This enables the therapist to plan and carry out safe and appropriate treatment. Clients are therefore advised to disclose all known medical conditions, undiagnosed symptoms, medical treatment and medication received when completing this form. Failure to do so may result in incorrect treatment, for which RiverLife Massage can accept no responsibility.
2.2. Consultation with the client’s GP: Clients presenting with certain health conditions will be asked to either to gain consent from their GP or notify their GP that they intend to receive massage and/or aromatherapy. This may be done either formally, by the therapist writing directly to the client’s GP, or informally, by the client speaking to their GP, either in person or over the phone. RiverLife Massage reserves the right to withhold treatment until this has been done. Clients who refuse to inform or consult with their GP prior to treatment do so at their own risk. Clients who falsely claim that they have spoken with their GP do so at their own risk.
2.3. Total contra-indications: RiverLife Massage reserves the right to withhold treatment from clients presenting with certain health conditions, until the condition has resolved. This applies in circumstances when giving treatment may pose a risk to the client and/or therapist.
2.4. Local contra-indications: RiverLife Massage reserves the right to withhold treatment of specific areas of the body, if treating these areas may pose a health risk to the client and/or therapist. Examples include open wounds, bacterial, viral or fungal infections. Massage to other areas of the body may be appropriate, depending on the extent of injury or infection.
2.5. Acute infection or illness: Clients presenting with symptoms of acute infection or illness on the day of their session will be unable to receive treatment, both for their own protection and that of the therapist. Examples include an upset stomach, high temperature, the sudden onset of a severe headache, cold or flu symptoms. Enforcement of RiverLife Massage’s cancellation policy under these circumstances will be at the therapist’s discretion. Clients are therefore advised to contact their therapist as soon as possible, in the likelihood that they will be too unwell to receive treatment.
2.6. Clients with disabilities: Clients with disabilities must discuss their support needs with their therapist prior to commencing treatment. This will enable RiverLife Massage to make appropriate provision wherever possible and to identify circumstances when this is not possible. In instances where RiverLife Massage cannot make appropriate provision, the therapist will negotiate an alternative solution with the client, e.g. by asking the client to be accompanied by an assistant or by referring the client to a more appropriate or accessible therapist or clinic. Clients who do not disclose their disabilities and support needs in advance may be unable to receive treatment upon arrival. RiverLife Massage reserves the right to charge the full treatment fee in this instance.
2.7. Referrals to other practitioners: RiverLife Massage reserves the right to withhold treatment from clients whose needs appear to be beyond the scope of the services offered by RiverLife Massage. The client may be referred to a different health practitioner, their GP or accident and emergency department, as considered most appropriate by the therapist. RiverLife Massage may refer clients for further treatment, in addition to the massage treatment received from RiverLife Massage. Clients who refuse to consult another practitioner or seek medical help on the recommendation of RiverLife Massage do so at their own risk.
2.8. Referrals from a Medical Practitioner: If a medical practitioner refers a patient for treatment with RiverLife Massage, the medical practitioner will remain clinically accountable for the client and for any treatment given by RiverLife Massage. RiverLife Massage reserves the right not to accept a referral, if the therapist considers that the services offered by RiverLife Massage are not appropriate for the client. Alternatively, RiverLife Massage may withhold treatment, pending further discussion with the medical practitioner and client.
2.9. Intoxication: RiverLife Massage reserves the right to withhold treatment from clients who are under the influence of alcohol or recreational drugs at the time of their treatment. This is for the protection of both the client and therapist.
3.1. Confidentiality and Disclosure: RiverLife Massage seeks to ensure confidentiality of all written and verbal information disclosed by clients. If the therapist considers that disclosure of client information to a third party is appropriate for any reason, they will firstly obtain the client’s verbal consent. However, information may be disclosed to a third party without the client’s consent, in the context of professional supervision, if the therapist considers the client or another person to be at risk of harm, or if there is a legal requirement for disclosure. Where possible, the therapist will find an alternative solution to disclosure, for example, by encouraging a client who is at risk of harm to seek further help.
3.2. Third party attendance: No third party, including children, may attend a treatment session, without prior negotiation between the client and therapist.
4.1. Children: Clients aged under 16 years must be accompanied by a parent or guardian. The parent or guardian must remain present in the room at all times during the treatment session and must observe client confidentiality.
4.2. Vulnerable adults: Adult clients who are unable to give informed consent must be accompanied by a responsible adult, for example, a relative or health professional. The responsible adult must remain present in the room at all times during the treatment session and must observe client confidentiality.
5.1. Client Hygiene: Clients are asked to observe high standards of personal hygiene and to refrain from using strong fragrances prior to their treatment.
5.2. General conduct: Clients are expected to conduct themselves with respect and consideration for others. RiverLife Massage reserves the right to withdraw treatment from clients whose behaviour causes offence or discomfort.
5.3. Inappropriate sexual behaviour: RiverLife Massage offers a professional therapeutic massage service. RiverLife Massage reserves the right to refuse treatment to or immediately withdraw treatment from clients who make inappropriate remarks or who display inappropriate behaviour during treatment sessions.
5.4. Termination of treatment: If a treatment is terminated by the therapist on grounds of inappropriate client behaviour, the client will be required to pay the full treatment fee and will not be offered further treatment.
6.1 Security: RiverLife Massage always notify our business partner of the appointment locations. They will be advised of arrival time, finish time and full address. It is important to note that, because of this commitment to security, RiverLife Massage is unable to lengthen appointment times during clients allocated slot. Please don’t be offended if RiverLife Massage therapists ask you if anyone else will be home.
6.2 Termination of treatment on security grounds: If a treatment is terminated by the therapist on grounds of security threat, the client will be required to pay the full treatment fee and will not be offered further treatment. Client details will also be passed onto the police so further legal action can be taken by the appropriate authority.