General Terms & Conditions

Appointments

Booking: Appointments can be booked online, by phone or in person. A booking confirmation will be sent for every appointment.

Payment: Online bookings must be paid for in full before the booking can be completed. For telephone and in-person bookings, payment will normally be requested in advance through a payment link. Alternative payment arrangements may be agreed by the studio.

Arrival: Please arrive on time for your scheduled appointment.

Late arrivals: If you arrive late, your session may be shortened to avoid affecting subsequent appointments. The full scheduled appointment fee remains payable, and the appointment end time will not normally be extended.

Cancellation and Rescheduling Policy

Cancellation method: Clients should cancel or reschedule appointments through the BSport App or via our website using the relevant booking-management function and check that their booking status has been updated.

If the app is unavailable or you cannot submit your cancellation through it, contact the studio as soon as possible. Emails, telephone calls, WhatsApp messages and other communications do not automatically update your booking, but timely alternative cancellation requests will be considered fairly where they can be reasonably verified.

Notice period: At least 24 hours’ notice is required to cancel or reschedule an appointment without a late-cancellation charge, subject to applicable law.

Late cancellations and missed appointments: Appointments cancelled or rescheduled with less than 24 hours’ notice, or missed without notice, may incur a charge of 100% of the scheduled session price, subject to applicable law.

This policy applies to all bookings, including standard appointments, prepaid sessions, packages and memberships.

For prepaid bookings, the session, pass or credit used to make the booking may be forfeited in accordance with the applicable terms. The same appointment will not be charged twice.

Exceptions: Exceptions may be considered for illness, emergencies, technical difficulties or other exceptional circumstances. Each case will be reviewed on its circumstances and in accordance with applicable law.

Repeated breaches: Repeated failure to comply with the cancellation policy may result in future bookings being refused or cancelled, where appropriate and subject to applicable law.

Payment

Payment methods: We accept cash, credit and debit cards, bank transfer (BACS), and other payment methods specified by Surrey Massage Studio.

Payment cards on file: Clients are required to provide a valid payment card on file where specified by the studio as a condition of booking or rebooking. Where a card has been provided and authorised for appointment-related charges, it may be charged for applicable late-cancellation and missed-appointment fees in accordance with these Terms & Conditions and applicable law.

Clients are responsible for keeping their payment details valid and up to date. A card held on file for appointment-related charges does not automatically cover recurring membership payments, which must be authorised separately.

Outstanding balances: Any outstanding amount properly due under the agreed booking, package or membership terms remains payable. Disputed amounts will be reviewed against the relevant booking records and payment history.

Refunds, Pass Credits and Administration Fees

Refund Method: Where a refund is approved, Surrey Massage Studio will normally issue the value as a pass credit to the client’s BSport account, unless an alternative arrangement is agreed.

Pass credits may be used towards eligible studio services and are subject to applicable terms and any stated validity period.

Where a client is legally entitled to a monetary refund, the studio will provide it in accordance with applicable law. A pass credit will only be offered as an alternative where the client agrees to this.

Requests for Monetary Refunds: Requests for monetary refunds must be submitted in writing to info@surreymassagestudio.com.

Please include your name, relevant booking or transaction details, the amount requested and the reason for the request.

All monetary refunds are handled by the studio’s administration team. The studio will confirm the outcome of the request and any applicable administration fee before processing the refund.

Refunds will be processed within the timeframe required by law or, where no statutory timeframe applies, within a reasonable period.

Refund Administration Fee: A £3 administration fee will be deducted from approved monetary refunds to cover refund-processing and administration costs, except where charging this fee is prohibited by law.

Services Already Provided: Payments for services already provided are non-refundable unless a refund or other remedy is required by law or otherwise agreed by Surrey Massage Studio.

If you have concerns about a service, please contact the studio directly so that your concerns can be reviewed.

Memberships, packages, passes and unused sessions are subject to their applicable terms. Expiry of a pass or cancellation of a membership does not automatically entitle a client to a monetary refund. Applicable statutory rights remain unaffected.

Health and Safety

Medical information: Clients must disclose relevant medical conditions, injuries, allergies or other information that may affect the suitability or safety of treatment before their session.

Illness: Clients should not attend appointments if they are unwell with a contagious condition. For health and safety reasons, the studio may refuse or cancel a session. Any applicable cancellation fee will be considered in accordance with the cancellation policy, the circumstances and applicable law.

Hygiene: Surrey Massage Studio follows appropriate hygiene and sanitation procedures to help maintain a safe environment for clients and therapists.

Professional Conduct

Therapist: Therapists and trainers are expected to follow professional standards and a strict code of ethics.

Client: Clients must behave respectfully towards staff and other clients. Abusive, threatening, inappropriate or otherwise unacceptable behaviour may result in a session being terminated or future bookings being refused, where appropriate.

Confidentiality

Client records and personal information will be handled confidentially and in accordance with applicable data protection law and our Privacy Policy.

To request a copy of your personal information or make a data-related enquiry, please email info@surreymassagestudio.com.

Liability

Surrey Massage Studio will exercise reasonable care and skill when providing services. Clients should disclose relevant health information before treatment and follow any reasonable safety instructions provided by their therapist.

Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful.

Clients are responsible for their personal belongings. The studio accepts no liability for loss of or damage to personal belongings except where liability arises under applicable law.

Changes to Terms and Conditions

Surrey Massage Studio may update these Terms & Conditions from time to time. Updated terms will be published on the website, with the revision date indicated where practicable.

Changes will apply to future bookings once communicated or made available. Changes will not retrospectively alter the terms of an existing booking without appropriate agreement.

Contact Information

Phone: 07923 023 375
Email: info@surreymassagestudio.com
Address: 28 Queens Road, Weybridge, KT13 9UT

Membership Terms & Conditions

These Membership Terms & Conditions apply to Surrey Massage Studio memberships. By purchasing a membership, you agree to these terms and the General Terms & Conditions above. Where membership-specific terms apply, they should be read alongside the General Terms & Conditions. Your statutory rights remain unaffected.

Membership Overview

Memberships offer benefits that may include scheduled sessions, special discounts and exclusive offers. Memberships are available for massage and personal training in a range of tiers.

The benefits, price, session allowance and other conditions applicable to your membership will be communicated at the time of purchase.

Membership Duration

Monthly memberships: Memberships are billed monthly and renew automatically unless cancelled in accordance with the cancellation policy below.

Membership payments must be authorised separately from any payment card held on file for appointment-related charges.

Clients are responsible for ensuring that their payment details remain valid and that payments due under their membership can be collected.

Cancellation Policy

To cancel your membership, you must provide at least 30 days’ notice before your next scheduled payment date.

If the notice period is not met, the cancellation will normally take effect from the following billing cycle.

Membership payments already taken are not automatically refundable because a client has unused sessions or has used only part of a billing period. Any refund or other remedy required by law will be provided in accordance with applicable law.

Please contact the studio if you need confirmation of your cancellation date.

Membership Pause

You may request to pause your membership for up to one month for medical, travel or personal reasons.

A minimum of seven days’ notice must be given before your next billing date.

Billing will be suspended during an approved pause, and unused sessions will be retained in accordance with the agreed pause arrangements.

Please contact the studio to request a pause and confirm the applicable dates before relying on a change to your billing.

Expired Sessions & Unused Sessions Following Cancellation

Any passes or sessions issued as part of your membership are subject to the validity period stated at the time they are issued. It is your responsibility to use them before they expire. Expired passes or unused sessions will not be refunded, reimbursed or exchanged for cash.

If you cancel your membership, any unused sessions may be used for up to one month after the membership cancellation takes effect. Any sessions remaining unused after this period will expire and will not be refunded.

Unused passes or sessions, whether expired during your membership or remaining unused following membership cancellation, do not entitle you to a monetary refund. This does not affect any statutory rights you may have under applicable law.

Non-Transferable

Memberships and their associated sessions are non-transferable unless Surrey Massage Studio expressly agrees otherwise in writing.

The previous Gold Membership sharing option has been removed and is no longer available.

Missed Appointments or Late Cancellations

Missed appointments or cancellations with less than 24 hours’ notice will be charged 100% of the session fee, including those booked through a membership or package.

The General Terms & Conditions cancellation policy applies to all membership appointments.

Appointments cancelled or rescheduled with less than 24 hours’ notice, or missed without notice, may incur a charge of 100% of the scheduled session price, subject to applicable law.

Where a session is prepaid through a membership, package, pass or credit, the session or credit may be forfeited in accordance with the applicable terms. The same appointment will not be charged twice.

Clients should use the BSport App to cancel or reschedule. If the app is unavailable, contact the studio as soon as possible.

Exceptional Circumstances

If illness, injury or other exceptional circumstances arise, please contact the studio as soon as possible.

Requests for exceptions will be reviewed individually, taking account of the circumstances and applicable law. An exception on one occasion does not automatically establish an ongoing entitlement to an exception.

Refunds

Membership payments, unused sessions and partial billing periods are subject to these Membership Terms & Conditions and the General Terms & Conditions.

Where a refund is approved, the usual refund method is a pass credit to the client’s BSport account, unless an alternative arrangement is agreed. Where a client is legally entitled to a monetary refund, the studio will provide it in accordance with applicable law.

A £3 administration fee may be deducted from approved monetary refunds only where charging the fee is lawful. No fee will be charged where prohibited by law.

Requests for monetary refunds must be submitted in writing to info@surreymassagestudio.com and will be handled by the studio’s administration team.

General Terms Apply

These Membership Terms & Conditions must be read alongside the General Terms & Conditions of Surrey Massage Studio.

The General Terms & Conditions cover appointments, payments, cancellations, refunds, pass credits, health and safety, conduct, confidentiality and liability.

Changes to Membership Terms

Surrey Massage Studio may update these Membership Terms & Conditions from time to time. Updated terms will be published on the website, with the revision date indicated where practicable.

Changes will apply to future membership agreements or renewals once communicated or made available, as appropriate. Changes will not retrospectively alter existing contractual arrangements without appropriate agreement.

Contact Information

Phone: 07923 023 375
Email: info@surreymassagestudio.com
Address: 28 Queens Road, Weybridge, KT13 9UT