Terms and Conditions

Updated: 1st April 2025

Sarah Dunkley Soft Tissue Therapist Terms and Conditions

By booking any of the services offered by Sarah Dunkley STT, you, the Client, agree to:

Attend the massage appointment on time and complete the forms provided (including online pre-appointment and in-person), following the instructions for completion and submission. You understand if you fail to follow instructions, it may impact your booking (if forms aren’t provided on time, then your booking may be cancelled or need to be moved and the treatment time may reduce as the forms must be completed and reviewed before hands-on work commences).

[Why it’s important to complete the health form before your massage: in some instances, it may be the information you submit indicates that massage should not be done, if this is not done until you arrive in-person, you run the risk of the therapist not being able to complete the treatment, as the information was not shared ahead of the booking. For example (but not limited to) certain health conditions or types of symptoms that require medical investigation first, or, skin conditions that are contagious, or, ill health such as a flu, that risks spreading to others. In these circumstances, the therapist has the right to refuse treatment due to risk of spreading/ worsening health conditions for you, them or others.]

Accept that any no shows will result in you missing your appointment and you will be required to pay for the massage you missed, via bank transfer.
Adhere to the guidance and procedures shared with you by the therapist.
Provide notice of lateness as soon as you reasonably can, understanding that this will reduce the treatment time available as a result of your late arrival.
Provide notice of cancellation as soon as you reasonably can. See below for refund information for cancelled appointments.
Provide as much notice as you reasonably can if you want to change your massage appointment. See below for information regarding requests to change a massage appointment.
Chaperone a young person under the age of 18, as they must be accompanied by an adult at all times. The adult must co-sign the documents shared by the therapist.
Seek and provide evidence of your GP’s consent if the therapist deems this a requirement in order to ensure the treatment does not conflict with any health conditions you the client might have, understanding it is your responsibility to do so.

Additional terms for each type of treatment

If you book a hands-on massage, you understand;

You are entitled to refuse and not agree to anything you are not comfortable with, but you must take reasonable steps to communicate this to the therapist, verbally or in writing. You may feel, once treatment commences and you’re on the couch, that you do not wish to continue, having experienced the treatment, it is your responsibility to communicate this to the therapist as soon as you feel this, so they can cease treatment and discuss what you would like to do. Your comfort is the priority. Examples of how you can communicate that you have changed your mind can include, saying you are not enjoying the massage and want to stop, saying you are not feeling well and want to stop, saying you have changed your mind and want to stop. If you prefer to communicate after the massage, you can email or write to the therapist using the contact details on the website.
The therapist will explain at the start of the appointment, which items of clothing you will be required to remove in order to provide hands on treatment. If you are not comfortable removing items of clothing, you must tell the therapist this at the start of the appointment.
The therapist will use towels to cover you during treatment, revealing the body part being massaged. Effort will be taken to ensure you remain suitably covered otherwise.
You are encouraged to give feedback in regards to the pressure being used during treatment, using a pain scale of 1 to 10, 1 indicating a very light pressure, 10 indicating very painful. The treatment will aim to keep this level of pain below a 7, to ensure you do not experience unnecessary levels of discomfort, as this will be counterproductive for your treatment experience. The therapist will be reliant on you communicating clearly and honestly about the pressure you are experiencing. If you ask for more pressure, you understand this may cause greater pain.
The therapist may ask you what type of massage and pressure you prefer, but may not adhere to this preference if it is assessed that a different approach would be more suitable, but will seek your verbal agreement to the treatment plan before and/or during the massage commences.
The therapist will explain to you the client, the treatment plan before massage begins, to ensure you are content with what is being suggested. You will need to tell the therapist at this point if you are not in agreement or would like to suggest a different approach.
That the therapist will use massage products such as wax or lotion, and although precaution will be taken to ensure towels protect your clothing, you should check the material of your clothing will not be damaged if lotion or wax does come in contact with it, e.g. any residual wax on your skin that is then covered by your clothing. Responsibility cannot be taken if this does happen, you are responsible for wearing suitable clothing to the appointment.

If you book any of the online appointments, you understand;

There will not be any hands on treatment provided directly by the therapist, instead, you will receive guidance from the therapist on how to move and treat yourself or your partner.
You are responsible for ensuring your IT equipment and internet are set up and working to enable you to attend the appointment. Any missed appointments without notice due to issues with your IT or internet will be treated as a no show and will not be eligible for a refund.
If more than 24 hours’ notice is given, then you will be able to request to change your booking or receive a gift voucher or refund, which will be repaid back to the bank account the booking was made from.

If you are offered the taping or strapping service, you understand;

You must not use direct heat over the tape (e.g. a very hot shower or heat pad), as this can affect the adhesive glue and cause additional sticking to your skin that may be uncomfortable and break the superficial skin if the tape is then removed.
If the tape or strapping is being administered to an area of the body with a lot of hair, this may reduce the adhesiveness of the tape to the body part. Shaving the hair from the body area could be beneficial if you anticipate requesting this service.
The tape will naturally lose its stickiness by day 3 or 4, depending on its exposure to water, soap and movement via clothing or exercise.

Payment methods

Payment will be required at the end of the appointment via cash, card or bank transfer. The following card payment providers are accepted: Visa, Mastercard, American Express, JCB, China Union Pay, Diners Club, Discover, Maestro, Visa Electron, V pay. Please note, cards must have a chip a pin; magnet strip only cards are not accepted.

If there is an error with the payment or booking process

Please email sarahdunkleystt@outlook.com stating your name, contact phone number and description of what happened.
A response via email or phone call will be provided at the therapists’ earliest opportunity, workload permitting.
Depending on the payment or booking issue, there may be a requirement to retry booking online, there may be a refund provided or the therapist may create the booking on your behalf as agreed.

Cancellation terms

To cancel your massage appointment, please email sarahdunkleystt@outlook.com or text or call 07710 587605 where you are required to leave a voice or text message if there is no answer.
If you request to cancel your massage appointment and provide at least 24 hours’ notice before the start time of the appointment, you will be offered an alternative appointment, gift voucher or full refund if payment has already been made, which will be repaid to the bank account the payment was made from. Cash will not be provided.
If you request to cancel your massage appointment with less than 24 hours’ notice, you will not be eligible for a refund as you have prevented that appointment from being offered to someone else. You circumstance will be considered if you had an emergency that couldn’t have been foreseen, this will be reviewed on a case-by-case basis.
Sarah Dunkley STT has the right to cancel a booking without notice, if the therapist becomes ill, due to extenuating circumstances (e.g. car breakdown) or if it becomes apparent that the treatment is not safe to continue (e.g. the room or building is not deemed safe or under Government advisory). If your appointment is cancelled by the business, you will be offered a full refund if payment has been taken in advance, alternative booking or gift voucher.

Changing your massage appointment

To change your massage appointment, please email sarahdunkleystt@outlook.com or text or call 07710 587605 where you are required to leave a voice or text message if there is no answer.
If you request to change your massage appointment and provide at least 24 hours’ notice before the start time of the appointment, you will be offered alternative dates that are available.
If you request to reduce the duration of your massage appointment and provide at least 24 hours’ notice before the start time of the appointment, the therapist will offer you a part refund for the duration change if already taken, but only if the requested change is a duration offered by the therapist on the business website. The refund will be repaid to the payment card the booking was made on. Cash will not be provided.
If you request to increase the duration of your massage appointment, the therapist will check whether there is availability to do so and will confirm to you via email or phone, it cannot be guaranteed and will depend on whether there is available free time.
If you request to change your massage appointment with less than 24 hours’ notice, you will not be eligible for a refund as you have prevented that appointment from being offered to someone else.
If there are no suitable appointments available, you will be offered a gift voucher or a refund, which will be repaid to the bank account the payment was made from, if payment is taken in advance.

Covid 19 terms applied as per Government Guidelines

You the client agree to email sarahdunkleystt@outlook.com or text or call 07710 587605 the therapist as soon as you are aware of yourself or a member of your household developing Covid 19 symptoms at any point between booking and attending your massage.
If face coverings are mandatory at the time: If you are exempt from wearing a face covering, you understand that the therapist will need to take additional precautions to further reduce the risk of spreading the virus, these may include, reducing the treatment time, booking the appointment in the first available slot for the day, avoiding treating the face and neck area. This will be discussed with you as soon as the therapist is made aware of the exemption.
You will not be able to attend a treatment until your symptoms disappear and you have completed the required period of isolation. This includes isolation required after travelling internationally or to an area that is in lockdown, as advised by the Government.
You will be informed by email or phone call as soon as is reasonably possible, if the therapist or a member of their household develop Covid 19 symptoms and bookings will be re-arranged or refunded, as agreed with you, the client.
Sarah Dunkley STT may be required to inform NHS Test and Trace if the therapist or a client has tested positive following a treatment in clinic. Test and Trace may advise the business to make contact with clients they deem to be at risk of exposure to Covid 19.
If the clinic room has been exposed to a client or therapist that tests positive for Covid 19, the therapist will close the room and follow cleaning protocols. The therapist will contact clients with a booked appointment within a two week period of the incident to make them aware and offer either a refund for the re-arranged appointment, or to reschedule the booking.

Service provision

Although every effort is made to ensure the service and treatment you receive is tailored to you and meets your expectations through clear communication at the beginning of each appointment, you may feel the service is not meeting your needs.
If you feel the massage you received was unsatisfactory, please let the therapist know during the appointment, so corrective action can be taken.
If you do not feel comfortable addressing your concerns with the therapist during the treatment, please email sarahdunkleystt@outlook.com, providing your full name, contact details and detail about why you feel dissatisfied and what the therapist can do to avoid this in the future.
Refunds as a result of dissatisfaction will not be available, as the therapist will explain the treatment you will receive at the start of the appointment, and you have the opportunity during the appointment to share if something doesn’t feel right. You will be asked at the end of your appointment how you feel, if you think something was missed during the appointment, this can either be addressed at the next appointment or further discussion can take place to address the feedback e.g. it may be the issue was not within the remit of the therapist’s training.
If a Client shows any aggressive or inappropriate behaviour towards the therapist or anyone connected to the business, including anyone within the building where the treatment is provided, or causes damage to business property, and also including removing items of clothing that cover your genital area, the business retains the right to cancel the treatment immediately, refuse future treatments, refuse to refund any bookings made and this may lead to a formal complaint depending on the severity of the incident.
If there is a natural disaster, emergency or government advice that impacts the provision of massage and you have an appointment booked, you will be contacted by the therapist either by email or phone, and offered a voucher, an alternative treatment if available or a refund, repaid back to the bank account the booking was made from.