Terms and Conditions

Please note:

Individual treatments may also have their own, additional terms & conditions. These will be included and shown, if applicable, when you use the online booking system.

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.

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 predominately 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 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 respectively 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 treatment time, even if it is outside of my regular hours. I appreciate life can be busy and it can be tricky to fit it everything you would like to do. If there is anything I can to ease the load, I will.

I completely appreciate that life happens, plans can change unexpectedly, and that, occasionally, it may be unavoidable that you need to reschedule or cancel your appointment.

Please could I kindly ask that you give as much notice as possible when rescheduling or cancelling your appointment to allow me the opportunity to offer your space to a client on the waiting list.

Cancellations with more than 48 hours notice will incur no fee*. Please note that cancellations of less than 48 hours or no-shows may incur a fee as detailed below.

Over 48 hours notice

If you can’t make your appointment, you can reschedule or cancel via your confirmation email or by logging onto your Acuity Scheduling account. Alternatively, please contact me and I will be happy to so this for you. Cancelled appointments will receive a refund* to the original payment method.

Less that 48 hours notice or no shows.

No refunds of booking fee/s will be given. Any rebooked appointment will be charged at full price and payment will be required at the time of booking.

Late arrivals

Life does happen and I like to be accommodating as possible. There is a contingency / tidy up gap between clients so I will endeavour to complete your treatment/s if there’s time. If it isn’t possible to complete your treatment in what’s left of the allotted time, the full price of the treatment/s booked will still apply.

Refunds are processed to the original payment method

*Please note, in any cancellation where a refund is due, the card processing fee is not refunded. Card refund requests are submitted to your bank or card issuer. You will see the refund as a credit approximately 5-10 business days later, depending upon who you bank with.

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 on time for your appointment. Unfortunately, arriving too late to perform a service will result in full charges and, whilst I will always endeavour to perform the most complete treatment possible in the time remaining, I reserve the right to amend your treatment due to time limitations if you are late. Each session will be finished on time as a courtesy to the next client and allow me time to carry out the necessary sanitation procedures. Arriving late may result in your treatment time being shortened or your treatment cancelled in which case the cancellation policy will apply.

All treatment times stated include preparation of room and client: i.e. 5 minutes at the beginning and end of treatment.

I recommend that you aim to arrive 5 minutes prior to your treatment to ensure you have sufficient time to park your car and begin to leave the stresses of the outside world behind. If it is your first appointment at the treatment room I may require this additional time to assist you in completing the online client consultation form if you have not already done this. Consultation cards are 100% confidential and used for treatment purposes only.

Please note that by booking an appointment you are accepting the conditions of the cancellation and rescheduling policy.

I really appreciate you choosing Lorraine’s Treatment Room and hope you have a positive experience selecting and booking your treatment/s. If you have any questions or concerns, please call me on 07973 307092 or email lorraine@lorrainestreatmentroom.co.uk.

Punctuality and Courtesy of Lorraine’s Treatment Room

I will always aim to run to time but, due to unforseen 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 cunsultation 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 sending to you so you may print out, please ensure you put your email address. If you would like it delivering directly to the recipient, please input their email address. Please ensure you input the email address correctly as I cannot be held responsible if the email address is put in incorrectly and someone other than the intended recipiennt receives the gift voucher.

Please look after your voucher. If it is lost, stolen, or destroyed I will replace it providing the unique voucher code has not already been used. There is a £10 admin fee for replacing a lost, stolen, or destroyed voucher. If a voucher has been used without your permission before you contact me to ask for a replacement then I’m afraid that voucher is spent and I am unable to offer a replacement.

Gift vouchers are non refundable and are valid for 6 months from the purchase date, unless otherwise specified. Vouchers bought at a discounted rate during special offers or promotions such as ‘Amazing Advent’ have a shorter expiration date. Please ensure you advise the recipient that the voucher will not be accepted after the expiry date. Extensions are occasionally possible, however, please note there is an administraion charge of £12.50 to extend the voucher for one week.

Vouchers cannot be redeemed for cash, sold or transferred. Your gift voucher number must be quoted at the time of booking for it to be credited against the booking. If you experience any difficulties, please do contact me, lorraine@lorrainestreatmentroom.co.uk

For vouchers with a monetary value, you are under no obligation to use the full value of your vouchers during one session. However, please note, the voucher will automatically expire on the date shown.

Late cancellation and “failure to show” terms as laid out above also apply to 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 available and prices may change without notice.

Courses of treatments are to be paid in full prior to or at the initial treatment and taken within 3 months or the time stated on the website when selecting that course of treatment. The time-frames listed ensure you get the optimum results from your treatment course.

If you have purchased a course of treatments and do not wish to complete the course you will be refunded the amount originally paid minus the individual value of the treatments you have already taken*. However, please note any refund will only be given during the recommended time frame that was applicable when you purchased your course. Please ensure you contact me as soon as possible to discuss any termination of a course of treatments.

Here at Lorraine’s Treatment Room we strive to offer the best treatments possible. If, however, we do not perform treatments or services to your standards please contact the treatment room via phone on 07973307092 or email lorraine@lorrainestreatmentroom.co.uk within in 24 hours of your treatment. Providing you contact me with your comments, concerns, or comaints within 24 hours of your treatment I will be able to assist any of your concerns. If the the treatment room is closed, please leave a message and I will contact 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 fo 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.