Terms and Conditions

Please note:

Individual treatments may also have their own additional Terms & Conditions. These will be shown, where applicable, during the online booking process.
By booking an appointment, you agree to these Terms & Conditions, including the 72-hour cancellation policy and £5 non-refundable booking fee.

Pre- appointment

Please ensure you complete all client consultation forms thoroughly and honestly prior to your appointment. This enables me to ensure you are able to have your chosen treatment safely.

Booking and Payment

Full payment is required at the time of booking to secure your appointment.

Included within your payment is a £5 non-refundable booking fee, which contributes towards administration and payment processing costs.

The remaining balance is payment towards your treatment.

By booking an appointment, you acknowledge and agree that the £5 booking fee is non-refundable.

Arrival to your appointment

The full address of the treatment room is on your booking confirmation and any consultation forms you completed. The house number is deliberately omitted from public domains due to Lorraine’s Treatment Room operating on a ‘Strictly by appointment only’ basis. Upon arrival, please walk through the double wooden gates to the right of the front door and into the treatment room where I will be waiting.

Please arrive as close as possible to your treatment time to ensure that the room has been sanitised, aired and is ready for your pampering to begin.

Parking

You are very welcome to park in the driveway, however, please note Lorraine’s Treatment Room, or any person acting on their behalf, does not accept responsibility for any loss, injury or damage sustained by yourself, nor accepts any responsibility for loss or damage to vehicles and their contents parked on the premises. If you wish to park on the street please ensure you park respectfully and kindly do not block the neighbouring driveways.

Cancellations by the client

At Lorraine’s Treatment Room, I will always do my best to accommodate your preferred appointment time whenever I can, even if that falls outside my usual working hours. I understand that life can be busy and that plans sometimes change unexpectedly.

If you do need to reschedule or cancel your appointment, I kindly ask that you give as much notice as possible. This gives me the best opportunity to offer your appointment to someone on my waiting list.

More than 72 hours’ notice

Appointments cancelled or rescheduled with more than 72 hours’ notice will be refunded, less the £5 non-refundable booking fee.

Refunds will be made to the original payment method used at the time of booking. Please allow 5–10 working days for the refund to appear, depending on your bank or card provider.

You can cancel or reschedule your appointment via your confirmation email, by logging into your Acuity Scheduling account, or by contacting me and I will be happy to help.

Less than 72 hours’ notice or no-shows

Appointments cancelled or rescheduled with less than 72 hours’ notice, or where you do not attend your appointment, are not eligible for a refund.

A new booking will require full payment at the time of booking, including the £5 non-refundable booking fee.

Cancellations by Lorraine’s Treatment Room

Should I need to cancel your appointment for any reason whatsoever, I will endeavour to give you as much notice as possible and offer you an alternative appointment time.

Punctuality and Courtesy of the client

Please arrive as close as possible to your appointment time. To protect the privacy and comfort of every client, I kindly ask that you do not arrive more than a few minutes early, as I may still be with the previous client or preparing the treatment room for your appointment.

The treatment time shown when you book is your dedicated hands-on treatment time. I build additional time into my diary before and after each appointment for consultation, getting settled, changing where appropriate, and preparing and sanitising the treatment room. This means you can enjoy the full treatment time you’ve booked wherever possible.

If you arrive late, I will always do my best to provide your full treatment by using the built-in buffer time. However, if your late arrival means there is insufficient time to complete your treatment safely without delaying the next client, your treatment may need to be shortened. The full treatment fee will still apply, as your appointment time has been reserved exclusively for you.

If this is your first visit and you have not completed your online consultation form, please let me know in advance so that I can endeavour to allow enough time before your appointment to complete it together.

Punctuality and Courtesy of Lorraine’s Treatment Room

I will always aim to run to time but, due to unforeseen incidents, occasionally appointments may overrun. When possible I will inform you in advance so you are not kept waiting unnecessarily. Should I be unable to give you your full treatment time I will only charge you for the time you were treated for.

Guarantees

No guarantees can be given for the final result you are hoping to achieve. Lifestyle, genetics, health & aftercare play a part in the outcome of treatments and this will be discussed in detail during your consultation. Each treatment has it’s own terms & conditions which will be included in the consultation form for your records.

Aftercare for treatments will be highlighted and given when booking online.

Mobile Phones

May I politely ask you to please turn off your mobile phones or put to silent when you arrive for your appointment.

Payment

Payment for online bookings is made at time of booking. If you have booked directly with myself, payment on the day can be made by cash, cheque or card; or by bank transfer in advance of your treatment/s.

Your health

Clients that may have health issues e.g. blood pressure, circulation problems, skin problems, have recently undergone an operation, are on medication, are pregnant, or have any other health worries, are advised to check with their GP before booking a treatment. Prior to your first treatment you will be asked to complete the mandatory online client consultation form. This will highlight any health issues you may have and will ensure you are not contra-indicated to the treatment/s you have chosen.

For clients with serious illnesses, before I can proceed with any treatment, I will ask you to provide a letter from your doctor or consultant stating that you are able to receive the specific treatment you wish to have in the salon.

Please inform me of any medical conditions, including pregnancy, prior to booking as some treatments may not be appropriate for you.

Please ensure you bring any medication you need, such as inhalers, to your appointment with you.

Right to refuse or terminate a treatment

I reserve the right to refuse or terminate a treatment at any time for reasons that may include (but are not limited to) the following:-

Medical Conditions or illnesses that can affect the therapists health e.g. cold, cough, flu etc
Being under the influence of pain killers (over the counter or prescription), alcohol or other drugs or intoxicants (massage may not be safe if you cannot gauge pain).
Poor hygiene – please arrive clean (bathed within past 24 hours)
Comments or actions of a sexual nature
Being rude or disrespectful
If I am not the right therapist for you
If I need to refer you to another medical professional

Allergies

If you have any allergies, please advise me at the time of booking. There is a section on the client consultation form where you can do this.

Gift Vouchers

Gift vouchers ordered through the website are delivered automatically to the email address you specify at the time of purchase. If you would like the gift voucher sent to you so that you can print it yourself, please enter your own email address. If you would like it delivered directly to the recipient, please enter their email address. Please ensure the email address is entered correctly, as I cannot be held responsible if an incorrect email address is provided and the gift voucher is received by someone other than the intended recipient.

Please look after your voucher. If it is lost, stolen or destroyed, I will replace it, provided the unique voucher code has not already been redeemed. There is a £10 administration fee for replacing a lost, stolen or destroyed voucher. If a voucher has been redeemed before you notify me that it has been lost or stolen, I am unfortunately unable to replace it.

Gift vouchers are non-refundable and are valid for 6 months from the date of purchase, unless otherwise stated. Vouchers purchased at a discounted rate during special offers or promotions, such as Amazing Advent, may have a shorter expiry date. Please ensure the recipient is aware of the expiry date, as vouchers cannot be accepted once they have expired. Extensions may occasionally be possible; however, an administration fee of £12.50 applies to extend a voucher for one week.

Gift vouchers cannot be redeemed for cash, sold or transferred. Your gift voucher number must be quoted at the time of booking so that it can be applied to your appointment. If you experience any difficulties, please contact me at lorraine@lorrainestreatmentroom.co.uk.

For vouchers with a monetary value, you are under no obligation to spend the full value in one appointment. Any unused balance will remain available until the voucher expiry date.

When a gift voucher is used to book an appointment, £5 of the voucher value is treated as the non-refundable booking fee, in line with the Booking and Payment and Cancellation sections of these Terms & Conditions.

If an appointment booked using a gift voucher is cancelled or rescheduled with more than 72 hours’ notice, the remaining voucher balance will be reinstated, less the £5 non-refundable booking fee.

Appointments cancelled or rescheduled with less than 72 hours’ notice, or where the client does not attend their appointment, are not eligible for a refund or reinstatement of the voucher value.

The cancellation and no-show policy detailed above also applies to appointments booked using gift vouchers.

Patch Testing

It is the law to patch test you for reactions to certain treatments before I carry out certain treatments.

This is for your own safety. Treatments requiring patch tests are clearly indicated on the website and/or price list.

Personal Items

Please ensure you retrieve all your personal items before leaving the premises as I cannot be held responsible for lost items.

Treatments

Treatments and prices are subject to change without notice.

Courses of treatments must be paid for in full prior to, or at, your initial appointment and completed within 3 months, or within the time frame stated on the website when purchasing the course. These time frames are recommended to help you achieve the best possible results from your treatment course.

If you have purchased a course of treatments and decide not to complete it, you will be refunded the amount originally paid, less the individual value of any treatments already received*. Please note that refunds will only be given within the recommended time frame that applied when the course was purchased. If you wish to discontinue your course, please contact me as soon as possible to discuss your options.

Here at Lorraine’s Treatment Room, I strive to provide the highest standard of treatment and service. If, however, you are unhappy with any aspect of your treatment, please contact me by telephone on 07973 307092 or by email at lorraine@lorrainestreatmentroom.co.uk within 24 hours of your appointment.

Providing you contact me within this time, I will do my very best to resolve any concerns or complaints promptly and fairly. If the treatment room is closed, please leave a message and I will get back to you as soon as possible.

Offers

Offers on the website, Google My Business and the Facebook page are for a definitive period only. Once the offer period has ended the treatment reverts to its normal price.

Punctuality & Treatment Timing

I always aim to provide you with your full, dedicated time on the treatment couch. To help me manage this smoothly, I build a buffer time of 5 minutes before and 5 minutes after each session into my schedule.

If you happen to arrive late, I will still use these buffer windows to try my absolute best to ensure you receive your full hands-on treatment time. However, depending on how late you are, this may not always be possible. If you are more than 5 minutes late, your session may be shorter than scheduled to ensure my next client is not delayed.

The full fee for the booked treatment remains payable. I appreciate your understanding in helping me maintain a relaxing, stress-free, and prompt experience for everyone.

Administrative & Insurance Requests

Your standard appointment receipt includes the treatment type, cost, date, time and location and is automatically sent to your email address when scheduling your appointment. This information is typically sufficient for most workplace healthcare and wellbeing claims.

A full list of qualifications held by Lorraine Smith is available at the bottom of the FAQ page of this website.

If your insurer, healthcare provider or employer requires copies of training certificates, qualifications or insurance documentation, these can be provided upon request. An administration fee of £20 per document applies to cover retrieval and administration costs. This fee is payable in advance and is non-refundable. Once payment has been received, requests are usually processed within 72 working hours.

Additional bespoke letters, complex claim forms, written confirmations or other documentation are charged from £30 per request. Fees vary depending on the time required and will be confirmed before work is undertaken. These requests typically carry a turnaround time of up to 5 working days.

The provision of documentation, certificates or supporting information does not guarantee claim approval. Lorraine’s Treatment Room accepts no responsibility or liability for decisions made by insurers, healthcare providers, employers or other third parties regarding reimbursement or claim eligibility.

For all documentation requests, please email william@lorrainestreatmentroom.co.uk.

Our Rights

We reserve the right to modify or withdraw, temporarily or permanently, this website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the website

We reserve the right to change the conditions from time to time, and your continued use of the website (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the conditions have been changed. If you do not agree to any change to the conditions then you must immediately stop using the website and/or our services.

Competitions

All competitions are promoted by:

LORRAINES TREATMENT ROOM, CHESTNUT DRIVE, WORTH, DEAL CT14 0BZ

Competition entrants must be over 18 at time of entering; one entry per person.

Winners will be chosen at random on the date stipulated in the competition. Winners will be contacted via email after prize has been drawn.

The winner will be required to take part in publicity and have their photograph taken for social media and / or the website.

Lorraine’s Treatment Room reserve the right to amend the prize or rules if necessary.

By entering a competition you are agreeing to sign up to receive newsletters and special offers etc. You may unsubscribe at any time.