Terms & Conditions

1. General Information

Business Name: The Recovery Den
Business Address: [Your Street Address], Llandudno, Wales, LL30 XXX
Contact Email: [email protected]
Contact Phone: 01234 567890

The Recovery Den is operated by [Your Legal Business Name/Sole Trader Name], registered in [England and Wales/Wales] [Company Number if applicable].

We are a professional massage and wellness facility offering sports massage, deep tissue massage, hot stone therapy, sauna services, ice bath therapy, yoga classes, and related wellness services.

2. Booking and Appointments

2.1 Making a Booking

• Appointments can be made via our website, phone, email, or in person
• All bookings are subject to availability
• You must provide accurate contact and health information when booking
• A booking is confirmed once you receive a confirmation email or SMS
• We reserve the right to decline bookings at our discretion

2.2 Deposits and Payment

• Some services may require a deposit at the time of booking
• Deposits are non-refundable except in cases where we cancel the appointment
• Full payment is due at the time of service unless otherwise agreed
• We accept cash, card payments, and bank transfers
• Gift vouchers can be used as payment and must be presented before treatment

2.3 Arrival and Late Arrivals

• Late arrivals may result in a shortened treatment session to avoid disruption to subsequent appointments
• You will be charged the full appointment fee regardless of treatment duration if you arrive late
• If you arrive more than 15 minutes late, we reserve the right to cancel your appointment and charge a cancellation fee

3. Cancellations and Rescheduling

3.1 Client Cancellations

3.2 Rescheduling

• You may reschedule your appointment without charge if done with at least 24 hours notice
• We will make reasonable efforts to accommodate your preferred alternative time
• Appointments rescheduled with less than 24 hours notice may incur a rescheduling fee

3.3 Our Cancellations

• We reserve the right to cancel appointments due to therapist illness, emergency, or unforeseen circumstances
• We will provide as much notice as possible and offer to reschedule at no extra charge
• If we cancel your appointment, any deposit or payment will be fully refunded
• We are not liable for any consequential losses arising from our cancellation

3.4 Repeated Cancellations or No-Shows

• Multiple cancellations or no-shows may result in a requirement to pay in full at the time of booking
• We reserve the right to refuse future bookings from clients with a pattern of cancellations or no-shows

4. Health and Safety Requirements

4.1 Health Disclosure

4.2 Medical Conditions and Contraindications

• We reserve the right to refuse treatment if we believe it would be unsafe or inappropriate
• You may be required to obtain medical clearance from your GP before certain treatments
• If you have any of the following, please inform us before booking:
  • Recent surgery or injury
  • Pregnancy (any trimester)
  • High or low blood pressure
  • Heart conditions
  • Diabetes
  • Epilepsy
  • Cancer or undergoing cancer treatment
  • Blood clotting disorders
  • Skin conditions or infections
  • Infectious diseases

4.3 Pregnancy

• We do not provide massage treatments during the first trimester of pregnancy
• Specialized pregnancy massage is available from 13 weeks onwards with medical clearance if required
• Some treatments (ice baths, sauna) are not suitable during pregnancy

4.4 Consent to Treatment

• By attending your appointment, you consent to the treatment you have booked
• You have the right to stop or modify treatment at any time
• For clients under 18, parental/guardian consent is required, and a parent/guardian must be present for clients under 16

4.5 Hygiene Requirements

• Please arrive showered/bathed and in clean condition for all treatments
• We reserve the right to refuse treatment if hygiene standards are not met
• Please inform us of any contagious conditions before your appointment

5. Treatment Guidelines

5.1 During Treatment

• Communicate openly with your therapist about pressure, comfort, and any concerns
• Silence mobile phones and electronic devices during treatment
• Respect the therapist's professional boundaries at all times
• Draping will be used appropriately to maintain modesty
• We provide a safe, professional environment free from any sexual content or advances

5.2 After Treatment

• Drink plenty of water following massage treatments
• Avoid strenuous activity for at least 24 hours after deep tissue or sports massage
• Some soreness is normal for 24-48 hours after deep tissue work
• Contact us if you experience any unexpected reactions or concerns

5.3 Treatment Outcomes

6. Facility Use and Conduct

6.1 Sauna and Ice Bath Use

• You must complete a health screening form before using sauna or ice bath facilities
• Follow all posted instructions and safety guidelines
• Time limits apply to sauna and ice bath sessions as directed by staff
• Children under 16 must be supervised by an adult at all times
• Use facilities at your own risk - see Section 8 (Liability)

6.2 Yoga and Group Classes

• Arrive 10 minutes early for your first class
• Inform the instructor of any injuries or conditions before class
• Respect other participants and maintain a peaceful environment
• Bring your own yoga mat or rent one from us
• Classes may be photographed for promotional purposes unless you opt out

6.3 Conduct and Behavior

• Treat all staff and other clients with respect and courtesy
• Inappropriate behavior, including harassment or aggression, will not be tolerated
• We reserve the right to refuse service and terminate appointments without refund for misconduct
• Intoxication or being under the influence of drugs is grounds for immediate termination of service
• Smoking and vaping are prohibited in all areas of the facility

6.4 Personal Belongings

• We are not responsible for loss or damage to personal belongings
• Secure storage is available - please use lockers provided
• Valuables should not be brought to the facility

7. Pricing and Payments

7.1 Pricing

• All prices are displayed on our website and in the facility
• Prices are in GBP (£) and include VAT where applicable
• We reserve the right to change prices at any time, but changes will not affect confirmed bookings
• Package deals and multi-session bookings are non-refundable

7.2 Payment Methods

• We accept cash, credit/debit cards, and bank transfers
• Payment is due at the time of service unless prior arrangement has been made
• Gift vouchers are accepted as payment and cannot be exchanged for cash

7.3 Gift Vouchers

• Gift vouchers are valid for 12 months from the date of purchase
• Vouchers cannot be refunded or exchanged for cash
• Lost or stolen vouchers cannot be replaced
• Vouchers must be presented before treatment commences

7.4 Refunds

• Refunds are only provided in accordance with our cancellation policy (Section 3)
• Package deals and course purchases are non-refundable
• Refunds will be processed within 14 days to the original payment method

8. Liability and Insurance

8.1 Professional Insurance

The Recovery Den maintains appropriate professional indemnity insurance for all services provided.

8.2 Limitation of Liability

8.3 Client Responsibility

• You are responsible for disclosing accurate health information
• You use our facilities at your own risk
• You must follow all safety instructions and guidelines
• You agree to hold us harmless from claims arising from your failure to follow instructions

8.4 Medical Emergency

• In the event of a medical emergency, we will contact emergency services
• We may share your health information with emergency responders as necessary
• You consent to us taking reasonable action to obtain medical assistance on your behalf

9. Intellectual Property and Content

9.1 Website Content

• All content on our website, including text, images, logos, and graphics, is owned by The Recovery Den or licensed to us
• You may not reproduce, distribute, or use our content without written permission
• Our name, logo, and branding are protected trademarks

9.2 Photography and Marketing

• We may take photographs during classes or events for marketing purposes
• By attending group sessions, you consent to being photographed unless you inform us otherwise
• You can opt out of photography at any time
• Individual treatment sessions are never photographed

9.3 Reviews and Testimonials

• We may use your reviews and testimonials in our marketing materials
• We will only use your first name unless you give explicit permission for full identification
• You can request removal of your testimonial at any time

10. Website Use and Online Bookings

10.1 Acceptable Use

• You must not use our website for any unlawful purpose
• You must not attempt to gain unauthorized access to our systems
• You must not introduce viruses, malware, or harmful code
• You must not use automated systems to scrape or access our website

10.2 Account Security

• If you create an account, you are responsible for maintaining password security
• You must notify us immediately of any unauthorized access
• You are responsible for all activity under your account

10.3 Website Availability

• We aim to keep our website available but cannot guarantee uninterrupted access
• We may suspend access for maintenance or updates
• We are not liable for any loss arising from website unavailability

11. Data Protection and Privacy

Your privacy is important to us. Our collection, use, and protection of your personal data is governed by our Privacy Policy, which should be read in conjunction with these Terms and Conditions.

By using our services, you also agree to our Privacy Policy and Cookies Policy.

12. General Terms

12.1 Entire Agreement

These Terms and Conditions, together with our Privacy Policy and Cookies Policy, constitute the entire agreement between you and The Recovery Den.

12.2 Changes to Terms

• We may update these Terms and Conditions from time to time
• Changes will be posted on our website with an updated "Last Updated" date
• Continued use of our services after changes constitutes acceptance
• Material changes will be communicated via email where possible

12.3 Severability

If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.

12.4 Waiver

Our failure to enforce any right or provision does not constitute a waiver of that right or provision.

12.5 Assignment

We may assign or transfer our rights and obligations under these terms. You may not assign your rights without our written consent.

12.6 Force Majeure

We are not liable for failure to perform due to circumstances beyond our reasonable control, including natural disasters, strikes, pandemics, or government restrictions.

12.7 Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Complaints and Dispute Resolution

13.1 Making a Complaint

If you are unhappy with our service, please contact us as soon as possible:

• Email: [email protected]
• Phone: 01234 567890
• In person at our facility

13.2 Complaint Process

• We will acknowledge your complaint within 2 working days
• We aim to resolve complaints within 14 days
• We will investigate thoroughly and respond in writing
• If you remain unsatisfied, you may escalate to our director/manager

13.3 Alternative Dispute Resolution

If we cannot resolve your complaint, you may wish to contact:

• The Complementary and Natural Healthcare Council (CNHC) if your therapist is registered
• Your local Trading Standards office for consumer disputes
• Citizens Advice for free, independent advice