Appointments with Wellness Massage Lexden can be made via our website or through reception. All bookings must be paid in full at the time of booking.
Upon booking, you will receive a confirmation email with your appointment details, along with a reminder prior to your appointment.
Appointment Duration:
Please note that appointment times include consultation, preparation, and aftercare. The hands-on treatment time may therefore be slightly shorter than the total appointment duration.
Clients are encouraged to arrive no more than 10 minutes before their scheduled appointment time to allow sufficient time for consultation without disrupting the schedule.
Client Contact Information:
Clients are responsible for ensuring that all contact details provided at the time of booking are accurate and up to date. Wellness Massage Lexden is not responsible for missed appointments due to incorrect contact information or failure to receive appointment confirmations or reminders.
Therapist Availability:
While all bookings are made with Wellness Massage Lexden, we reserve the right to assign an alternative qualified therapist where necessary. In such cases, the client will be informed in advance wherever possible.
Consumer Rights Notice:
By booking an appointment, you agree to the service being provided within 14 days and acknowledge that your right to cancel under the Consumer Contracts Regulations 2013 is waived once the service has been fully delivered.
Cancellation Policy:
A minimum of 48 hours’ notice is required to cancel or reschedule an appointment.
All refunds will be issued via the original payment method.
Clients with active memberships or treatment plans may be subject to separate cancellation and rescheduling terms, as outlined in their specific agreements.
Late Arrivals:
If you arrive late, your treatment time may be reduced accordingly. Arrivals more than 20 minutes late may result in the appointment being cancelled, and the full cost of the treatment will still be charged.
No-Show Policy:
Clients who fail to attend their appointment without prior notice will be charged in full and will not be eligible for a refund.
Same-Day Bookings:
Appointments booked on the same day remain subject to the cancellation policy above.
Appointments may be rescheduled:
Rescheduling requests made within 24 hours of the appointment are not guaranteed and may be refused.
Where possible, rescheduling will always be prioritised over cancellation.
We encourage clients to reschedule their appointment rather than cancel where possible, as this helps avoid unnecessary refunds and ensures continuity of care.
Rescheduled appointments must take place within 60 days of the original booking and may be rescheduled a maximum of three times. Failure to attend within this period may result in cancellation and forfeiture of the booking.
We reserve the right to refuse excessive rescheduling at our discretion.
Exceptions:
In exceptional circumstances, such as emergencies, exceptions may be considered at management’s discretion.
Therapist Availability:
All client information and clinical records are treated as strictly confidential and stored securely.
Information will not be shared, sold, or disclosed to third parties without your consent unless required by law.
Consultation and treatment details will not be discussed with anyone other than the client, unless the client is under 18 or requires a guardian or care worker present.
To protect the health and wellbeing of both clients and therapists, clients are asked not to attend appointments if they are feeling unwell, experiencing symptoms of illness, or have a contagious condition.
If you are unable to attend due to illness, please contact us as soon as possible. The cancellation policy may still apply; however, exceptions may be considered at our discretion in genuine cases.
High standards of hygiene are maintained at all times. Clients are expected to maintain a reasonable standard of personal hygiene when attending appointments.
Clients should not attend if they are unwell, have infections, or any condition that may pose a risk. The cancellation policy may still apply.
Clients under the age of 18 must be accompanied by a parent or guardian, who must provide consent and remain present throughout the treatment.
Wellness Massage Lexden reserves the right to refuse or discontinue treatment at any time if it is deemed unsafe, inappropriate, or not in the best interest of the client or therapist. This includes, but is not limited to, contraindications, undisclosed medical conditions, poor hygiene, or inappropriate behaviour.
CCTV is in operation on the premises for the purpose of safety, security, and crime prevention. Cameras do not cover treatment rooms, toilets, or changing areas.
While every effort is made to ensure the safety of clients and their belongings, Wellness Massage Lexden is not responsible for loss or damage to personal items or vehicles.
CCTV is operated in accordance with the UK General Data Protection Regulation (UK GDPR). For further details on how personal data is processed, please refer to our Privacy Policy.
Wellness Massage Lexden has a zero-tolerance policy towards inappropriate behaviour.
Any form of abusive, aggressive, or sexual behaviour will result in immediate termination of the session, full payment being charged, and possible refusal of future bookings. Serious cases may result in legal action.
All appointments must be paid for in full at the time of booking via our website using Stripe or other approved online payment methods.
Bookings may be made directly by the client or via reception; however, in all cases, full payment is required in advance to secure the appointment.
By completing a booking, you authorise Wellness Massage Lexden to charge the full cost of the service in accordance with these Terms and Conditions.
Gift voucher terms and conditions are available on our website and must be read prior to purchase or redemption.
Full terms and conditions for the Wellness Reward Points programme are available on our website.
Wellness Massage Lexden will not be liable for any indirect, incidental, or consequential loss or damage arising from the use of our services.
Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, or any other liability which cannot be excluded under the Consumer Rights Act 2015.
Wellness Massage Lexden provides massage therapy and bodywork but does not diagnose medical conditions or provide medical treatment. These services are not a substitute for professional medical care.
Clients are advised to consult a GP or qualified healthcare professional where appropriate.
Clients must provide accurate and up-to-date medical information and inform us of any changes to their health.
Wellness Massage Lexden reserves the right to refuse or terminate treatment where necessary for safety reasons. Clients may also withdraw consent at any time.
Client Responsibility:
Clients are responsible for ensuring they are fit to receive treatment and for disclosing all relevant medical conditions, injuries, symptoms, and medications. Wellness Massage Lexden cannot be held liable for any injury or adverse reaction resulting from failure to disclose such information.
Wellness Massage Lexden
98 Straight Road, Lexden
Colchester, Essex
CO3 9DH
Email: hello@wellnessmassage.smewebsites.uk
Phone: 01206 638 044
Last updated: 14 April 2026
