Booking and Cancellation Policy - Terms of Service
Arrival and Hygiene
• Please arrive no more than a few minutes before your appointment, unless agreed in advance.
• Please park in the available space on the driveway. Kindly avoid parking on the street, as this restricts access for the neighbour opposite.
• Please remove outdoor shoes on arrival. Slippers are provided for your comfort.
• Please shower on the day of your treatment to help maintain a comfortable and hygienic environment.
• For Japanese Head Spa treatments, please wash your hair within the three days leading up to your appointment.
• Visits to the salon are by appointment only.
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CONTAGIOUS SKIN CONDITIONS
•Clients must disclose any contagious conditions (e.g. but not limited to; ringworm, head lice, impetigo, chickenpox, warts, verruca's, shingles, athlete’s foot, MRSA, etc.) before their appointment.
•The therapist reserves the right to refuse service as a health and safety precaution.
•Recommendation to seek advice from their GP or another appropriate healthcare professional will be given.
•Treatments can only resume when it is considered appropriate/safe.
•If clients do not disclose any conditions beforehand and attend to the booking, the therapist has the right to cancel the treatment and retain the deposit.
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Deposits
A 50% deposit of the treatment value is required to secure a booking on the same day the booking is made. Deposits can be paid via cash, bank transfer, or gift voucher. If a deposit is not received, the booking will be cancelled.
1) Securing your session by bank transfer, please send payment to:
This information will be sent to you privately.
Reference: USE YOUR FULL NAME AS REFERENCE
2) Securing your session by gift voucher: Please send the gift card code to Hayley via all contacting methods available.
Deposits will be retained in the following cases:
a) No-shows (failure to attend without notice)
b) Cancellations or reschedules made within the 48-hour policy window
c) Late arrivals beyond the allowed timeframe (see lateness policy)
d) Arrival while unwell — the booking will be cancelled.
e) If you cancel or reschedule an appointment and do not contact me to arrange a new date within three months of the original appointment date.
f) Arrival to your appointment with a new medical condition that was not included on your consultation form or disclosed to me beforehand, your treatment might be cancelled.
g) If you arrive with a contagious skin condition and your treatment cannot safely go ahead, your appointment will be cancelled.
For repeating treatments (e.g., regular bookings every 2 weeks), the deposit must remain one session ahead. Once a booked session is completed, the deposit is reapplied to the next booking.
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Bookings
Appointments can be booked via the Fresha app, phone call, text message, WhatsApp, in person, Facebook Messenger, or Instagram.
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Health and Illness
Clients must inform the therapist of any recent illnesses (e.g. but not limited to; colds, flu, COVID-19, diarrhoea, cold sores, etc.) within 7 days prior to the appointment. Arriving unwell will result in cancellation and loss of deposit. __________________________
Timely Payment
Any remaining balance must be settled no later than the end of the following day after treatment.
a) A late fee of £5 may be applied if this deadline is not met.
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Payments
Payments can be made via cash, bank transfer, or gift voucher. Full payment is expected at the time of service unless prior arrangements have been discussed with the therapist. Tips are appreciated but never expected.
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Cancellations / Reschedules
If a client cancels or reschedules within 48 hours of the appointment, the deposit will be retained. Cancellations/reschedules outside the 48-hour window may be managed through the Fresha app or by contacting the therapist directly. In such cases, the deposit may roll over to the next booking or be refunded to the original payment method if no further booking is required. (please see rule in deposit section)
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Late Arrivals
Clients should notify the therapist as soon as possible if running late. If you arrive more than 15 minutes late for any treatment, your appointment will be cancelled and your deposit forfeited. If you arrive up to 15 minutes late, your treatment time will be shortened and the full treatment price will still apply. The therapist may, at their discretion and if the schedule allows, offer the full session despite lateness.
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No-Shows
A no-show fee of 50% of the service cost will be charged for missed appointments without notice. A note may be added to the client’s file, and future appointments may require full prepayment.
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Service Downgrade
Clients who request to downgrade their service within 48 hours of their appointment must pay the original service price. This ensures fairness and respect for the time and resources reserved. Adjustments made within this timeframe often prevent the salon from filling the reserved slot.
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Consultations
A consultation is required before any treatment begins to ensure treatments are provided safely and appropriately; clients are required to complete a medical consultation form and are encouraged to be honest about all medical history and allergies, please notify Therapy by Hayley of any relevant changes to health.
Failure to complete a consultation will result in treatment refusal.
If you arrive for your appointment with a new medical condition that was not included on your consultation form or disclosed to me beforehand, your treatment might be cancelled.
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Medical Information and Confidentiality
All personal and medical information is handled confidentially and in accordance with our Privacy Policy, which is available on our website.
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Treatment Contraindications
Additional time of up to 10mins to their booking may be expected for a conversation regarding the treatment process if the therapist deems a service unsuitable due to medical or safety concerns, treatment may be refused or adjusted accordingly. __________________________
Repeat Treatments
The therapist may cancel ongoing repeat bookings if: a) The client frequently cancels or reschedules without sufficient notice b) Communication ceases c) There are repeated no-shows
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Client Eligibility
New female clients are welcome. New male clients may be accepted by referral from an existing client, at the therapist’s discretion.
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No Unauthorised Guests
To maintain privacy, professionalism and safety no additional guests are permitted in the treatment room unless approved in advance. __________________________
Confidentiality All personal and treatment information is kept confidential under GDPR regulations. Conversations between client and therapist remain private. __________________________
Damage, Theft, or Loss Clients should remove all jewellery or accessories before treatment. Therapy by Hayley accepts no responsibility for damage to clothing or property. The salon is not liable for any theft, damage, or loss of personal belongings or vehicles. All visitors enter the premises at their own risk. Theft of any salon property, products, or belongings of others is strictly prohibited. The salon reserves the right to take legal action if theft occurs.
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Aftercare and Liability
Clients are responsible for following aftercare advice provided. Therapy by Hayley is not liable for adverse reactions due to undisclosed medical information or allergies. __________________________
Emergency Closures
If I close due to an emergency or unforeseen circumstances, such as a power outage or severe weather making travel unsafe, your deposit will transfer to your rescheduled appointment. Ordinary rain or light snowfall does not qualify; the usual cancellation policy applies.
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Parental Consent (for Minors 16 and under)
A parent or guardian must sign a consent form before treatment commences for minors. Parent or guardians must attend all consultations and treatments until the minor reaches 17 years old.
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Mobile Visits
Existing mobile clients pay a £3 mobile visit charge. For new clients booking mobile treatments from May 2026, a £10 mobile visit charge applies automatically. a) Clients must provide full address, parking details and reimburse any parking fees. b) Pets must be secured during the visit. c) Although all care is taken from the therapist, clients accept that massage tables may leave temporary marks on flooring and release Therapy by Hayley of any damages.
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Complaints and Refunds
Complaints or refund requests must be submitted directly to the therapist within 48 hours of treatment. All refund decisions are made at the therapist’s discretion. __________________________
Behaviour and Conduct
Inappropriate behaviour, harassment, or disrespect will not be tolerated. The therapist reserves the right to terminate the session or refuse service at any time. __________________________
Reiki Disclaimer
Reiki is a complementary therapy, not a substitute for medical treatment. Clients should not discontinue prescribed medications or medical care without professional advice. Clients are encouraged to speak to their medical professional. __________________________
General Health and Coordination
Clients are encouraged to coordinate treatments with their healthcare providers to avoid conflict. None of the treatments provided by Therapy by Hayley are to be used as a substitute for medical treatment. Results are typically most noticeable after 6–8 sessions.
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Japanese Head Spa
Clients with hair extensions or severe scalp conditions may be refused service. Avoid this treatment within 4 weeks of hair colouring, keratin, or special styling services, clients are advised to speak with their hair care stylist or professional.
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Care and Liability
While all care is taken, there is a possibility that side effects may occur. By receiving treatment, clients release Therapy by Hayley from liability for any injury, loss, or property damage. Clients are responsible for following the aftercare advice provided by the therapist in person, in documents or through Fresha. __________________________
Pricing
All pricing is listed on www.therapybyhayley.co.uk Clients agree to the price at the time of booking.
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Reviews
Clients may be invited to leave reviews on Google, Facebook or the Fresha platform. By submitting a review, clients consent to it being shared on social media or the website. __________________________
Communication and Marketing
Clients can manage Fresha marketing preferences via the app. To stop any communication from Therapy by Hayley, please contact the therapist directly so the request can be logged and actioned.
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Loss of Contact
If repeated attempts to confirm a booking go unanswered, the therapist reserves the right to cancel the appointment(s).
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Taking Pictures/Videos
Clients may take pictures or videos only within salon rooms and must always respect the privacy of others. Do not photograph or record other clients or staff without consent.