Wellness at the Willow – Terms & Conditions
At Wellness at the Willow, I’m committed to creating a supportive, professional, and nurturing environment where you can relax, recharge, and prioritise your wellbeing. These policies are in place to protect both your experience and my time and energy, ensuring I can continue to offer the best care possible. Please read them carefully before booking your appointment.
Bookings & Cancellations
You can book your appointment via the ‘Book Now’ button on my social media accounts, Treatment page or by visiting www.wellnessatthewillow.co.uk. I don’t currently require a deposit to secure your booking, but I reserve the right to introduce this if I feel this is necessary.
To protect my time and allow others the opportunity to book, I ask that you provide as much notice as possible for cancellations or changes.
- Over 48 hours’ notice – No fee applies.
- Less than 48 hours’ notice – a 50% charge of the treatment cost will be applied.
- Less than 24 hours’ notice or no-shows – Full treatment cost will be due.
Please note that these policies are in place to maintain a balanced schedule and ensure fairness to all clients.
If I need to cancel your appointment, I will provide as much notice as possible and will do my best to reschedule at a convenient time.
Please make sure to note down the correct date and time of your booking. Fresha will send out automatic reminders 24hrs and 1hr before your appointment time to the mobile number/email address you have provided..
Payments
Payment is due at the time of your appointment. I accept card payments, however, bank transfer or cash would be preferred to avoid bank charges and help to keep my prices reasonable. (Please bring the exact amount if paying in cash.)
Health, Consultations & Medical Information
A consultation form must be completed via the Fresha booking system before attending your first appointment. Before EACH appointment, a ‘changes to your medical history’ form must be completed, noting down any changes with medication, medical conditions, injuries, and also whether you have recently had Botox or filler. Please note it is your responsibility to inform me of any changes in writing prior to your appointment.
If you arrive unwell or with a condition that has not been disclosed in advance, I reserve the right to refuse treatment, and the full session cost will still apply.
If you’re feeling unwell, please let me know in advance, I’ll do my best to offer an alternative date where possible, but the cancellation policy still applies.
Holistic Advice Disclaimer
Any holistic advice provided during your treatment is not a substitute for professional medical advice. If you have any medical concerns, injuries, or symptoms, you should consult with a healthcare professional before booking.
Allegies & Sensitivities
Please note that it is your responsibility to inform me of any allergies or sensitivities before your appointment.
Treatment Adaptations & Preferences
If you’d like to make any changes or adaptations to your treatment or the studio set-up, you must contact me 24-48 hours before your appointment. Time is taken to prepare the environment to ensure the smooth running of the day
Once the studio is set up for the day, treatment exchanges cannot be made. While I always do my best to accommodate requests, I cannot guarantee adjustments can be made on the day.
Appointment Timing & Studio Experience
Appointments are spaced to provide a personal one-to-one experience. There’s no waiting room, and clients do not run back-to-back to ensure I can fully prepare for each session.
Wellness at the Willow is a home-based studio, so when parking, I ask that you be mindful of the surrounding neighbours.
Please arrive promptly. If you arrive late, your treatment will still end at the scheduled time, and the full fee will be due.
When you arrive, one door blind will be fully open, and I’ll be ready to greet you. If both door blinds are closed, please check your appointment date and time.
Privacy & Respect
You will be asked to remove some clothing for your treatment, but I will always leave the room for your privacy. During the session, only the area being treated will be uncovered.
I’m dedicated to providing a safe, respectful, and professional environment. Any inappropriate behaviour, disrespect, or breach of these policies will result in immediate termination of the session, and full payment will be required. I reserve the right to refuse future bookings in such cases.
Confidentiality & Safeguarding
All personal information is treated confidentially. However, there may be occasions where I seek professional advice regarding your treatment; in such cases, personal details will not be shared.
In situations where there is a safeguarding concern, I have a duty of care to inform the appropriate professional services. Wherever possible, this will be discussed with you beforehand.
Photographs
No photos or videos will be taken during your treatment unless previously agreed upon.
Feedback & Concerns
I’m committed to providing the best service possible. If you have any concerns, feedback, or are unhappy with any aspect of your treatment, please contact me at mail@wellnessatthewillow.co.uk. I appreciate open, constructive feedback to help me grow and improve.
Gift Vouchers
Physical gift vouchers can be ordered via email, text, or direct message. Please provide the name To and From and the amount or treatment you would like the voucher for, depending on my work schedule, these could take a few days to prepare, so the more notice the better. Physical vouchers must be collected from the studio at a mutually agreed-upon time. E-vouchers are available online and can be printed or emailed to the recipient. All vouchers are valid for 6 months from the date of purchase. Expired vouchers cannot be redeemed.
Policy Updates
These policies are designed to create clarity and protect your experience and my wellbeing as a practitioner. They may be updated from time to time based on personal and business needs or client feedback. The most current version will always be available on my website.
Thank you for taking the time to read these policies and for respecting the space I create at Wellness at the Willow. These boundaries ensure that I can continue to provide a nurturing, personalised experience for every client.