General Terms & Conditions

Cancellation/Refund Policy

By using this website and making online purchases/appointments through it, or through our 3rd party booking system, or by subsequently calling to make an appointment, you agree to all terms and conditions, as below.

Once services are rendered, all sales are final. No refunds or exchanges will be given for services. Gift vouchers have no cash value, except any minimal cash value where required by law.

By booking an appointment, you are entering into a contract between yourself and the therapist. Appointments cancelled or changed using an appropriate method of contact, giving a clear 24 hours notice may be entitled to a refund of their deposit. An appropriate method of contact is calling or texting 07870 714842 (or the therapist’s direct number as listed on the Therapists page), or calling 0141 6491444, leaving a voicemail if not answered. Emails and facebook messages require a longer notice period of 48 hours (please use the Contact Us form – do not reply to booking confirmation email).

Appointments cancelled or changed without correct notice will lose their deposit, or an equivalent amount from any gift voucher.

In the event of a “No-Show” (more than 30mins late or lack of attendance) you will be charged the full cost of your appointment.

Transactions are processed in Pounds Sterling (GBP) unless otherwise noted.

Inappropriate Conduct

Under no circumstances will inappropriate conduct be accepted before, during, or after your appointment. If the therapist finds you are in violation, you will be asked to leave immediately and forfeit the remaining time of your appointment.



Deposits are taken for all bookings. A minimum of 24 hours notice is required of reschedule/cancellation by phone/text, or 48 hours notice by email/facebook.

  • You will be required to complete a consultation form the first time you attend, or asked to review if you have not attended recently. Please arrive 5 minutes before your appointment to allow time for this. Personal data entered on to the online booking system will be securely stored out with the EU (incuding USA). Please see Privacy Policy for details.

  • Serenity cannot massage clients with certain conditions (see list). If you have a cold or infection, please do not book or attend a treatment until you are well again, as massage is not recommended, and you may lose your deposit. By booking, you are confirming you have checked the list of contra-indications.

  • Treatments may need to be adjusted for injuries, illnesses and diseases. Please contact your therapist before booking, or add a note when booking, if you have specific requirements. If we are unable to proceed with your chosen treatment, an alternative may be offered (where available), and if not accepted then your deposit or gift voucher may be retained.

  • During the first trimester of pregnancy, it is not possible to have any treatments. After the first trimester, you may have facials, reflexology, or thai foot massage in addition to pregnancy massage, as long as no complications were found during your booking scan.

  • Personal details will be stored and processed in line with our Privacy Policy, in order to process your request and/or contact you if necessary.


Membership Terms & Conditions

Purchase of this membership is acceptance of the following terms and conditions.

Minimum contract length is 6 months, after which this will become a rolling contract requiring 1 month’s notice of cancellation.

Membership benefits begin from your first payment. No cash value:- once a payment has been credited to your account, this cannot be reversed or refunded.

Monthly member’s massages not used within 35 days will expire. Member’s massages may not be used by a third party.

Members may upgrade the length of their inclusive member’s treatment, for the standard price difference as per the normal full treatment prices in force at the time. Member’s discount may not be used in conjunction with other offers, such as monthly specials or block discounts, unless specified. Only valid for treatments taken by the member: discount is not transferable to another person.

Members who have recommended another person to join the membership will receive a 30 minute treatment upgrade on their monthly membership treatment, once the new recommended member has paid their first month’s membership.

Not valid for Fertility Massage or Hypnotherapy.

Memberships are paid monthly by Direct Debit.

Memberships are non-transferable, and attempted use by any person other than by the member may result in the cancellation of that membership.

Membership fees are non-refundable.

Memberships are legally binding contracts and represent a commitment to pay all fees.

It is the member’s responsibility to ensure that all monthly membership fees are paid in full. Failure to pay will result in a lapse of membership privileges until payment is made good and a suitable payment method is set up.

Instruction to cancel your membership may be given with 30 days notice. Termination of the membership contract before the minimum contract term is at our discretion, and will incur an administration/cancellation fee equal to one (1) month’s membership.

We reserve the right to refuse any application for membership, or to terminate a membership for any reason.

The applicant will comply with the rules relating to the use of the Clinic. This will include the cancellation, either in person or by telephone or by text message, of all bookings that the member is unable to attend, by providing a full 24 hours cancellation notice before the booking date and time. We reserve the right to immediately cancel or suspend any membership without refund due to a no-show or late cancellation.

All services are subject to availability.

We reserve the right to review monthly membership terms & conditions and/or fees, giving 7 clear days notice. You will be entitled to cancel your membership within the 3 month contract, if you do not agree to the changes.


Gift Vouchers Terms & Conditions

If you can only attend on one specific day to use your Gift Voucher, we cannot always guarantee that all treatment types will be available on that day, as each therapist is trained in different specialties. If you cannot attend on an alternative date, you may be offered an alternative treatment. You may elect to upgrade your appointment length when booking, paying any difference in price. Gift Vouchers cannot be exchanged for cash, are non-refundable, and may be redeemed only once. Our standard cancellation & amendment policy applies to Gift Voucher Appointments. Gift Vouchers are valid for 6 months unless otherwise stated.