Terms and Conditions of Service

1. Business Overview

Olivia Mercer Sports Massage provides professional sports massage therapy and health coaching services for adults, children, and families. This document outlines the terms under which our services are offered, including massage therapy, injury treatment, and health coaching. By booking our services, clients agree to these terms.

2. Services Offered

1. Massage Therapy
   Services include injury treatment, deep tissue, pre/post-performance massage, relaxing massage, child sports massage, and child relaxation massage.

2. Health Coaching
   Olivia Mercer Sports Massage offers various health coaching packages tailored to the needs of both adults and children. Our flagship programme, "Mini Muscle Maintenance," combines massage therapy with health coaching to focus on improving nutrition, physical activity, sleep quality, portion control, and stress management over a 6-week period.

3. Other health coaching packages are also available, each designed to address different aspects of health and well-being. These programmes vary in duration and focus areas, such as weight management, injury prevention, lifestyle changes, and overall wellness. For more details on these options, please visit our website or contact us directly.

3. Bookings and Appointments

• Bookings: All appointments must be booked online via Setmore. For health coaching packages, payments must be made in advance.

• Communication: If clients have trouble booking or making payments, they can contact us via email at hello@omsportsmassage.com. We aim to respond within 48 hours.

• Restrictions: Clients with long-term illnesses must consult their GP and may require GP permission before treatment. For those under 18, a parent/carer/legal guardian must book the session, be present for the entire duration, and sign consent forms.

• Consultations: Initial assessments for massage are completed within the first session, and new clients must book a minimum of one hour. For health coaching, a free 15-minute consultation call is available.

4. Payment and Fees

• Payment Methods: We accept online payments via Stripe, Apple Pay, and Google Pay. For in-person rebooking, we accept contactless card payments via Square and cash.

• Full Payment: Payment must be made upfront to secure a booking.

• Cancellation Fees: If a client fails to reschedule or cancel within 48 hours, no refund will be issued.

5. Payment for Multiple Bookings

• Online Bookings: When booking multiple sessions online, full payment for all sessions must be made in advance to secure the booking schedule.

• In-Person Bookings: For in-person bookings of multiple sessions, payment must be made for at least the next session at the time of the prior appointment. This ensures future appointments remain secured.

• Deferred Payment Agreement: Any exceptions to the above payment terms must be explicitly agreed upon in writing and will be subject to the following conditions:

  • Payment for the upcoming session must be made at the start of the scheduled appointment.

  • Failure to attend the appointment or to settle the payment will result in cancellation of any future sessions until the outstanding amount is paid.

6. Non-Payment Consequences

• Failure to Pay: If a client fails to pay for a scheduled session, any upcoming bookings may be canceled without notice.

• Late Cancellations and No-Shows:

• For bookings made in advance but not paid upfront, if the session is canceled within 48 hours or the client fails to attend, the full session fee will still be charged.

• An invoice for the missed session will be issued and must be paid within 7 days.

• Prepaid Sessions: Any prepaid sessions will not be refunded in the event of a late cancellation or no-show.

• Future Bookings: Clients with unpaid invoices will be unable to make new bookings until the outstanding balance is cleared and may be required to pay in full upfront for all future sessions.

7. Cancellation and Refund Policy

• Cancellation: Clients must cancel or reschedule with at least 48 hours' notice.

• No Shows: Failure to attend an appointment or join an online session more than 15 minutes late is classified as a no-show, and no refund will be provided, unless prior arrangements have been discussed or the clinic has been contacted. If I agree for the treatment/session to go ahead after a late arrival, it will still conclude at the original booked time to accommodate other clients and maintain the schedule.

• Refunds for Health Coaching: Clients can request a refund within 14 days under distance selling regulations. If the package has started, a partial refund is offered. After 14 days, no refunds are issued. If sessions are not utilised, they will not be rescheduled or refunded.

• Rescheduling: Clients can reschedule appointments prior to the 48-hour window through their Setmore account. Sessions cannot be rescheduled within the 48-hour window prior to the appointment. Any request to reschedule within this period will be treated as a cancellation, and a new session must be booked.

  Clients are not permitted to reschedule health coaching sessions themselves outside of the duration of the programme length. Rescheduling outside of the agreed service programme is at my discretion; if the proposed reschedule does not suit the business needs, the client will lose the session and will not be refunded.

• Olivia Mercer Sports Massage reserves the right to cancel treatments and sessions at short notice if necessary. Where possible, clients will be notified immediately, and we will make every effort to reschedule the appointment to the nearest available date and time. We understand the inconvenience caused by cancellations, and we will prioritise finding an alternative that suits the client’s schedule.

8. Client Responsibilities and Conduct

• Accurate Information: Clients must provide accurate medical information, including any allergies, injuries, medications, or long-term health conditions. Failure to disclose relevant health information may result in refusal of treatment without a refund.

• Behaviour: Clients are expected to arrive on time and communicate any discomfort during treatment. Parents/guardians must be present during child treatments.

• 24/7 Support: Families who purchase Health Coaching packages from Olivia Mercer Sports Massage are offered exclusive 24/7 messaging support as part of their service. This includes the ability to send queries and messages regarding their health and wellness at any time.

  While this support is available 24/7, please note that responses will be provided within 48 hours and during working hours (Monday to Friday). However, we always aim to respond sooner where possible to ensure that you receive the guidance and assistance you need promptly.

  This support is designed to ensure ongoing care and advice for clients, particularly in helping them maintain and improve their health between scheduled sessions.

9. Liability and Disclaimer

• Results May Vary: While many clients benefit from massage and health coaching, results are not guaranteed. Clients must follow aftercare instructions and utilise the resources provided during health coaching sessions.

• Medical Advice: Massage therapy is not a substitute for medical care. Clients with certain conditions (e.g., high fever, infectious diseases, advanced heart or kidney disease) should consult their doctor before booking. A full list of contraindications is available on our website.

• Insurance: Olivia Mercer Sports Massage is fully insured for public liability.

10. Health and Safety

We follow strict health and safety guidelines, including hygiene and pandemic protocols. Clients experiencing symptoms of contagious illnesses (e.g., COVID-19, flu) must cancel their appointments. Clients are required to reschedule or cancel their appointments prior to the 48-hour cancellation window. If a client cancels or reschedules within this timeframe, they will not be refunded and will lose their session.

11. Minors (Children and Adolescents)

• Minimum Age: Children aged 5+ can receive relaxation massage, and from 8+ can receive sports massage.

• Parental Consent: A parent/carer/legal guardian must provide written consent and attend all sessions.

• Confidentiality: Health coaching for children is treated with confidentiality, though parents will receive summaries of the sessions.

12. Confidentiality

• Health Coaching: All information discussed during health coaching sessions is confidential. Summaries of each session will be shared with the client (and parent/guardian, where applicable).

• Legal Requirements: If a child’s health is at risk, or if there are safeguarding concerns, we have a duty to report these concerns following UK legal obligations.

13. Termination of Services

Olivia Mercer Sports Massage reserves the right to terminate a client relationship due to:

• Non-payment or failure to adhere to payment terms.

• Inappropriate behaviour or safety concerns.

• Lack of commitment to the agreed services (e.g., failure to attend health coaching sessions).

14. Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any legal disputes will be resolved under the jurisdiction of the English courts.

15. Contact Information

For any concerns, disputes, or general inquiries, clients can contact Olivia Mercer Sports Massage at hello@omsportsmassage.com.

16. Gift Vouchers

Gift vouchers are available for purchase and will state a validity period. Vouchers are non-refundable and must be redeemed within the specified time frame.

17. Social Media and Testimonials

Client testimonials may be used for promotional purposes, including on social media, with the client's consent. Reviews shared on social media or Google may also be featured in marketing materials.

18. Promotions

• Promotional Offers: From time to time, I may offer promotional packages or discounts. Details of promotions will be communicated through my website and social media channels. All promotional offers are subject to specific terms and conditions, and eligibility may vary.

19. Disclosure for Law Enforcement

In certain situations, Olivia Mercer Sports Massage may disclose personal data in good faith when legally required, such as:

• To protect and defend Olivia Mercer Sports Massage.

• To prevent or investigate wrongdoing related to the services.

• To protect the personal safety of clients or the public.

• To comply with legal obligations from public authorities (e.g., courts, government agencies).

20. Data Storage for Minors

Personal data for children is stored in the same manner as for adults. Consent for treatment must be provided by a parent/guardian, who will also provide their own details for booking and consent purposes.

This Terms and Conditions document serves to protect both the client and Olivia Mercer Sports Massage by outlining clear responsibilities, policies, and expectations. By booking any services, clients agree to abide by the terms stated above.

At-Home Child Massage Practicalities and Terms

1. Location

• Service Area: At-Home Children's Health Coaching services are available within a reasonable distance of Norwich, UK, at the discretion of the business

• Home Visits: Appointments are conducted in the comfort of your child’s home, at a time convenient for you, subject to availability.

2. Travel Expenses

• Within reasonable distance of Norwich, UK (at business discretion): No additional charge.

• Beyond reasonable distance of Norwich, UK: £0.45 per mile or £25 per hour of travel time.

3. Cancellations

• Notice Period: A minimum of 48 hours’ notice is required to cancel or reschedule a session without incurring a cancellation fee.

• Late Cancellations: If you cancel within 48 hours of your appointment, the full cost of the session price will apply.

• No-Show Policy: If you fail to attend your scheduled session by not being home or not having an adult over the age of 18 present with your child, and no prior notice is given, the full session fee will be charged.

• Emergencies: If you have an emergency and need to cancel, please notify us as soon as possible, and we will do our best to accommodate rescheduling where possible.

4. Rescheduling Policy

• Single Rescheduling: You may reschedule your appointment once without penalty, provided that at least 48 hours' notice is given.

• Multiple Rescheduling: If an appointment is rescheduled more than once, a rescheduling fee of 10% of the service cost may be applied. Continued rescheduling may result in the cancellation of the session, with the full session fee charged.

• Notice Period: To avoid fees, rescheduling must be requested at least 48 hours prior to the scheduled appointment time.

5. Payment Terms

• Upfront Payment: Full payment is required at the time of booking to confirm your session. No session will be scheduled or confirmed without payment received in advance.

• Accepted Payment Methods: We accept payments via credit card, bank transfer, Stripe.

• Invoices: An invoice will be issued once payment is received, confirming your appointment.

• Packages & Discounts: Discounts may be available for clients purchasing multiple sessions, with full payment required at the time of booking for all packages.

• Refund Policy: No refunds are provided for services already rendered. Sessions can be rescheduled as per the cancellation policy if necessary.

7. Safety and Comfort

• Adult Presence: A parent, carer, or legal guardian must be present for the entire session.

• Health & Safety: Please inform us of any medical conditions, allergies, or special requirements ahead of your session to ensure the safety and comfort of your child.

• Clothing: We recommend your child wears comfortable clothing that allows easy access to the treatment area.