Regency Wellness Group Ltd. (trading as Regency Massage & Spa)
Effective Date: 03/06/2025
Version: 1.0
These Terms & Conditions govern all bookings, treatments, and services provided by Regency Wellness Group Ltd. By making a booking or visiting our premises, you agree to these terms.
1. Bookings
- Appointments can be made online, by phone, or in person.
- A valid contact number and/or email address must be provided.
- Some treatments may require a deposit or full pre‑payment.
- Bookings made through third‑party platforms (e.g., Fresha, Treatwell) are also subject to their terms.
2. Cancellations & No‑Shows
To ensure fairness to both clients and therapists, the following cancellation terms apply:
- More than 24 hours’ notice: No charge.
- Less than 24 hours’ notice: We can offer to reschedule your appointment, but no refund will be issued.
- No‑shows: The full appointment fee may be charged.
- Appointments rescheduled more than once: Further rescheduling is at our discretion, and no refund will be issued if we cannot accommodate additional changes.
If your booking was made through a third‑party platform, their cancellation policy may also apply.
3. Late Arrivals
- If you arrive late, your treatment may be shortened to avoid delaying the next client.
- The full treatment price will still apply.
- If you are more than 15 minutes late, we may need to reschedule your appointment and treat it as a late cancellation.
4. Payments
- We accept cash, card payments, and online payments through approved platforms.
- Gift cards and e‑gift cards are securely purchased through our merchant partner Square.
- All prices are listed in GBP and may be subject to change.
- Payment is required at the time of service unless prepaid.
- Deposits are non‑refundable unless otherwise stated.
5. Refunds
Refunds are issued only in the following circumstances:
- A service was not provided due to an error on our part
- A duplicate payment was made
- A prepaid package or gift card is cancelled within the legal cooling‑off period (if unused)
Refunds are not issued for:
- Completed treatments
- Change of mind
- Missed appointments or late arrivals
- Partially used gift cards or packages
Refunds are processed to the original payment method.
6. Gift Cards & Vouchers
a. Online e‑Gift Cards
- Delivered via email or SMS.
- Covered by the 14‑day cooling‑off period under UK consumer law.
- Unused e‑gift cards may be refunded within this period.
- Once used (even partially), they become non‑refundable.
- After 14 days, all sales are final.
b. In‑Person Gift Cards
- Non‑refundable once purchased.
- Not covered by distance‑selling regulations.
c. General Terms
- May be transferable at our discretion.
- Lost or stolen cards cannot be replaced.
- Must be presented at the time of payment.
- Expiry dates cannot be extended.
- Cannot be exchanged for cash.
7. Treatment Packages
- Must be paid in full at purchase.
- Non‑refundable once the first session is used.
- Must be used within the stated validity period.
8. Health & Safety
To ensure safe and appropriate treatments:
- You must inform your therapist of any medical conditions, allergies, previous injuries, ongoing pain, or recent surgeries.
- Failure to disclose relevant information may increase the risk of adverse reactions.
- Some treatments may not be suitable for certain conditions.
- Due to the nature of some treatments, temporary side effects such as redness, tenderness, or bruising may occur.
- If you experience discomfort during a treatment, you must inform your therapist immediately.
- We are not responsible for reactions or injuries caused by withheld or inaccurate information.
- Pregnant clients must inform us at the time of booking.
9. Client Conduct
We maintain a professional, respectful environment.
We reserve the right to refuse service if a client:
- Behaves inappropriately or disrespectfully
- Is under the influence of alcohol or drugs
- Requests services outside the scope of professional massage therapy
- Poses a risk to staff or other clients
In such cases, no refund will be issued.
10. Personal Belongings
- Clients are responsible for their personal belongings.
- Regency Wellness Group Ltd. is not liable for loss, theft, or damage to personal items.
11. CCTV Monitoring
CCTV is used onsite throughout Regency Massage & Spa for:
- Client and staff safety
- Crime prevention
- Property protection
CCTV footage is:
- Stored securely
- Accessed only by authorised personnel
- Retained for a limited period unless required for investigation
CCTV does not operate inside treatment rooms.
12. Treatment Aftercare Disclaimer
- Aftercare advice maybe provided to support your recovery and enhance treatment results.
- It is your responsibility to follow the aftercare guidance if given by your therapist.
- Failure to follow aftercare instructions may affect treatment outcomes and increase the risk of side effects.
- We are not liable for issues arising from failure to follow any aftercare advice.
- If you experience unexpected or severe reactions after treatment, you should contact us promptly or seek medical attention if necessary.
13. Liability
- All treatments are carried out by trained professionals.
- We are not liable for adverse reactions where relevant medical information was not disclosed.
- We are not responsible for indirect or consequential losses.
- Nothing in these terms limits liability where it cannot be legally excluded.
14. Age Restrictions
- Clients must be 16 or older for most treatments.
- Clients under 18 must be accompanied by a parent or guardian.
- Some treatments may have higher age requirements.
15. Privacy & Data Protection
We process personal data in accordance with the UK GDPR. Please refer to our Privacy Policy for full details.
16. Changes to These Terms
We may update these Terms & Conditions from time to time. Any changes will be posted with an updated effective date.
17. Contact Us
Email:info@regency-group.uk
Address: 8 Higher Church Street, Blackburn, Lancashire BB2 1JG