Terms and Conditions

Commitment to Clients

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At Zen Kay Therapy, your wellbeing, comfort, and safety are our priority. The following terms help ensure that every treatment is delivered safely and professionally.

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• All treatments are scheduled for a specific start time and duration.

• Clients arriving late for an appointment will receive the remaining treatment time available within their booked session. The full treatment fee remains payable.

• If a client chooses to end a session early, the full treatment fee remains payable.

• All new clients must complete a consultation form before their first appointment.

• Clients are responsible for informing their therapist of any changes to their health, medication, medical history, pregnancy status, or personal circumstances before any subsequent treatment.

• Treatments will only be provided where there are no contraindications that may make treatment unsafe.

• Certain medical conditions may require written consent from a GP, Consultant, Midwife, or other healthcare professional before treatment can proceed.

• Where appropriate, clients may be asked to sign an informed consent or indemnity form before treatment.

• Clients presenting with symptoms of contagious illness or acute infection, including but not limited to flu, COVID-19, vomiting, diarrhoea, fever, severe headaches, or heavy colds, will not be treated and may be required to reschedule their appointment.

• If you have a disability or require additional support, please discuss your requirements before booking. Zen Kay Therapy will make every reasonable effort to accommodate your needs. 

 

Health Disclaimer

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• Massage therapy, pregnancy massage, postnatal massage, sports massage, hypnobirthing, and other complementary therapies are intended to support wellbeing and should not be used as a substitute for professional medical advice, diagnosis, or treatment.

• Clients should seek advice from their GP or healthcare professional regarding any medical concerns.

• All treatments are undertaken voluntarily, and clients remain responsible for their own healthcare decisions before and after treatment.

• Therapists at Zen Kay Therapy are trained in their respective therapies but are not medical doctors. Any information or opinions provided during a session are for educational and wellbeing purposes only and should not be considered medical advice.

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Bookings & Cancellations

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• A booking is confirmed once a date and time have been agreed and any required deposit or payment has been received.

• Cancellations may be made by email, telephone, text message, or through the online booking system where applicable.

• Appointments cancelled with more than 24 hours' notice may be rescheduled without charge.

• Appointments cancelled within 24 hours of the scheduled appointment time will be charged at 100% of the treatment fee.

• Failure to attend an appointment without notice ("no-show") will result in the full treatment fee being charged.

• Gift voucher bookings are subject to the same cancellation policy. Late cancellations or no-shows may result in the voucher being redeemed in full.

• Zen Kay Therapy reserves the right to cancel or reschedule appointments due to therapist illness, emergencies, adverse weather conditions, or circumstances beyond reasonable control.

• In the unlikely event that Zen Kay Therapy needs to cancel an appointment, clients will be offered an alternative appointment at the earliest opportunity or a full refund of any payment already made.

• Zen Kay Therapy reserves the right to refuse or terminate treatment if a client appears to be under the influence of alcohol or drugs. In such cases, the full treatment fee remains payable.

 

Payments

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• Payment may be made by card payment, or other approved payment methods available at the time of booking.

• Payment is due at the time of treatment unless agreed otherwise in advance.

 

Payment may be made by:

• Bank transfer 

• Cash (where agreed) 

 

Unless otherwise agreed in writing, full payment is required at least 24 hours before the scheduled appointment time.

 

Appointments that remain unpaid within the required timeframe may be cancelled and offered to other clients.

 

Any alternative payment arrangements must be agreed with Zen Kay Therapy prior to the appointment.

Outstanding balances must be settled before future appointments can be booked.

• Deposits may be required for certain treatments, packages, courses, workshops, or events.

• Deposits are non-refundable unless Zen Kay Therapy cancels the appointment.

 

Client Eligibility

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Zen Kay Therapy primarily provides treatments and services for women.

 

Male clients may be accepted by personal referral only and at the sole discretion of Zen Kay Therapy.

 

Zen Kay Therapy reserves the right to decline any booking that does not meet this referral requirement.

 

Gift Vouchers

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• Gift vouchers may be used towards any eligible treatment or service offered by Zen Kay Therapy.

• Gift vouchers are non-refundable and cannot be exchanged for cash.

• Gift vouchers must be redeemed before their expiry date.

• Any remaining balance may be used towards future treatments before the voucher expiry date.

• Lost, stolen, damaged, or expired vouchers cannot be replaced or refunded.

• Gift vouchers are subject to the standard cancellation policy.

 

Privacy & Confidentiality

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• All client information, consultation forms, treatment records, and personal details are treated as confidential.

• Records are stored securely and processed in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

• By completing a consultation form and receiving treatment, clients consent to Zen Kay Therapy holding relevant information necessary to provide safe and effective treatment.

• Personal information will never be sold or shared with third parties unless:

  • Required by law;

  • Necessary to protect the health, safety, or welfare of the client or others; or

  • Consent has been obtained from the client.

• Clients may request access to their personal data in accordance with applicable data protection legislation.

 

Children & Young Persons

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• Clients under the age of 18 must have written consent from a parent or legal guardian before treatment.

• A parent or guardian may be required to attend the consultation and sign relevant documentation.

• For clients under the age of 16, a parent or guardian may be required to remain on the premises during treatment.

• Zen Kay Therapy reserves the right to request that a parent or guardian remain present throughout treatment where deemed appropriate.

 

Inappropriate Behaviour

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• Zen Kay Therapy maintains a professional and respectful environment at all times.

• Any inappropriate, abusive, threatening, discriminatory, sexual, or aggressive behaviour towards the therapist will result in the immediate termination of the treatment session.

• No refunds will be provided where a treatment is terminated due to inappropriate behaviour.

• Zen Kay Therapy reserves the right to refuse future bookings from clients displaying such behaviour.

 

Complaints Procedure

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Zen Kay Therapy aims to provide the highest standard of care and customer service.

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If you wish to make a complaint, please contact:

 

Email: info@zenkaytherapy.co.uk

 

Complaints should include:

• Your full name;

• The date of the appointment or incident;

• Details of the complaint;

• Any supporting information; and

• Your preferred resolution.

All complaints will be acknowledged and investigated fairly and confidentially. A response will normally be provided within 28 days.

 

Liability & Insurance

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• Zen Kay Therapy maintains appropriate professional and public liability insurance.

• Clients are responsible for providing accurate and complete information regarding their health and medical history.

• Zen Kay Therapy cannot accept responsibility for any loss, damage, injury, or adverse reaction arising from inaccurate, incomplete, or withheld information provided by the client.

• Nothing in these Terms & Conditions excludes or limits liability where such exclusion would be unlawful under applicable law.

 

Website & Online Bookings

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• Information provided on the Zen Kay Therapy website is for general information purposes only and may be updated without notice.

• Online bookings are subject to availability and confirmation.

• Zen Kay Therapy reserves the right to amend treatment prices, durations, and service descriptions at any time.

 

Governing Law

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These Terms & Conditions shall be governed by and interpreted in accordance with the laws of England and Wales. Any disputes arising from these Terms & Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.