Privacy Policy

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1. Who We Are

My Home Massage

A mobile massage and wellness service delivering professional treatments directly to clients’ homes.

Data Controller:

My Home Massage

2. What Information We Collect

We may collect and process the following personal data:

A. Personal Identification Data

• Full name
• Email address
• Phone number
• Home address (for appointment booking)

B. Health & Treatment Information

Collected only to provide safe, tailored treatments:

• Medical history
• Injuries, allergies, or relevant health conditions
• Treatment preferences

C. Payment Information

• Payment confirmation
• Refunds data
  (Note: We do not store card details. Card payments are processed securely through third-party providers such as Stripe, PayPal, or your booking system.)

D. Website Usage Data

• IP address
• Browser type
• Device information
• Cookies and analytics data

This helps us improve our website’s functionality and user experience.

3. How We Use Your Information

Your data is used only for legitimate business purposes, including:

• Booking and confirming appointments
• Personalising treatments and ensuring safe practice
• Processing payments and issuing receipts
• Sending booking reminders or updates
• Improving our website and service quality
• Maintaining internal records
• Complying with legal or insurance obligations

We do not sell or rent your personal information to any third party.

4. Legal Basis for Processing

We process your data under the following legal grounds:

• Contractual necessity – booking and delivering services
• Legitimate interests – improving user experience
• Consent – for health information and marketing communications
• Legal compliance – insurance, accounting, and safety obligations
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5. How Long We Keep Your Data

• Client health and treatment forms: 7 years (insurance requirement)
• Booking data: 6 years (accounting regulations)
• Marketing data: Until you unsubscribe
• Website analytics: 12–24 months

6. Sharing Your Information

We only share information when necessary:

• Payment processors (e.g., Stripe, PayPal)
• Insurance providers (only if required for incident reports)
• Website and booking system providers
• Legal authorities (only when legally required)

All partners are GDPR-compliant.

7. Your Rights

Under UK GDPR, you have the right to:

• Access your personal data
• Correct inaccurate information
• Request deletion (when legally permissible)
• Restrict or object to data processing
• Request data portability
• Withdraw consent at any time

8. Cancellation & Refund Policy

Client-Initiated Cancellations

To receive a refund, cancellations must be made at least:

➡️ 2 WORKING DAYS (48 WORKING HOURS) BEFORE THE SCHEDULED APPOINTMENT.

• Cancellations made earlier than 2 working days:
  Full refund or reschedule without penalty.
• Cancellations made later than 2 working days:
  No refund will be issued.
  The full session fee is retained due to allocated time, therapist scheduling, and travel preparation.

No-Show Policy

If the therapist arrives at your location and you are unavailable or refuse the appointment:

No refund is provided.

Late Arrival Policy

If the client is late, the session will still end at the scheduled time.

No partial refunds apply.

Emergency Exceptions

We consider the following valid exceptions if proof is provided:

• Medical emergencies
• Hospitalisation
• Bereavement

These are assessed case-by-case.

9. Therapist Safety Policy

For the safety of our team:

• Therapists must be treated with respect and professionalism.
• If a therapist feels unsafe, threatened, or uncomfortable, they may end the session immediately.
• No refund will be provided in such cases.
• Any inappropriate behaviour may be reported to authorities.

10. Home Environment Requirements

Clients agree to provide a safe, clean, and appropriate space for treatment, including:

• Adequate room for equipment
• A smoke-free environment
• Pets kept away during treatment
• No intoxicated behaviour

Failure to meet these conditions may result in session cancellation with no refund.

11. Cookies & Website Tracking

Our website uses cookies to:

• Improve loading performance
• Analyze website traffic
• Personalise user experience

You can disable cookies through your browser settings at any time.

12. Data Security

We implement strong security measures, including:

• Encrypted communications
• Secure payment gateways
• Restricted internal access
• Regular data protection reviews

Despite this, no online system is 100% secure. We follow industry best practices to minimise risk.

13. Third-Party Links

Our website may contain links to external sites.

We are not responsible for their content or privacy practices.

14. Changes to This Policy

We may update this Privacy Policy occasionally.

Any changes will be posted on this page with a new “Last Updated” date.

15. Contact Us

For questions regarding privacy, cancellations, bookings, or your data rights, please contact:

My Home Massage

Welcome to My Home Massage.

By booking a session or using our website, you agree to the following Terms & Conditions.

Please read them carefully before making a booking.

1. Definitions

• “Company”, “We”, “Us” – refers to My Home Massage.
• “Client”, “You” – refers to any individual booking or receiving a service.
• “Therapist” – a certified professional representing My Home Massage.
• “Service” – any massage therapy or wellness treatment provided at the client’s location.

2. Service Eligibility

You must be:

• At least 18 years old
• Legally able to provide consent
• Able to provide a safe home environment for the treatment

We reserve the right to refuse service for any reason, including health or safety concerns.

3. Booking & Payments

• Appointments must be booked through our official channels (website, phone, or text).
• Full payment is required at the time of booking.
• Prices may vary depending on location, duration, and type of treatment.
• Any travel surcharge (if outside our main coverage zones) will be clearly communicated before confirmation.

4. Cancellation & Refund Policy

4.1 Client Cancellation

To receive a refund, cancellations must be made at least 2 WORKING DAYS (48 working hours) before the appointment.

• More than 2 working days before:
  Full refund or reschedule with no fee.
• Less than 2 working days before:
  No refund.
  The full session fee is retained.

4.2 No-Show Policy

If the therapist arrives and you are unavailable or refuse the session:

No refund will be issued.

4.3 Late Arrival

Therapists will wait up to 10 minutes.

After this, the session may be reduced in time or cancelled with no refund.

4.4 Company Cancellation

If we must cancel due to emergency or therapist unavailability, you will receive:

• A full refund or
• Priority rescheduling

5. Rescheduling Policy

• You may reschedule only if the request is made more than 2 working days prior.
• Rescheduling within 2 working days is treated as a cancellation and follows the same no refund rule.

6. Therapist Conduct & Safety

6.1 Therapist Safety

If a therapist feels threatened, unsafe, or uncomfortable, they may end the session immediately.

No refund will be issued in cases of:

• Aggressive behaviour
• Inappropriate comments or actions
• Intoxication or drug use
• Unsafe home environment

6.2 Professional Boundaries

Our therapists follow strict professional standards.

Any inappropriate requests or behaviour may result in:

• Immediate termination of the session
• Permanent ban from future bookings
• Reporting to relevant authorities

7. Client Responsibilities

By booking a session, you agree to provide:

• A clean, safe, and private space
• Adequate room for the massage table
• A smoke-free environment
• Pets kept away from the treatment area
• Accurate health information during consultation
• Honest disclosure of any injuries, illnesses, or medical conditions

Failure to comply may result in cancellation with no refund.

8. Health & Medical Disclaimer

8.1 Not a Medical Service

Massage therapy is not a substitute for medical diagnosis, treatment, or emergency care.

8.2 Conditions Requiring Clearance

You must inform us of:

• Heart conditions
• Recent surgeries
• Infectious conditions
• Pregnancy
• Allergies
• Injuries
• Chronic illnesses

We reserve the right to refuse treatment if it may pose a risk.

8.3 Client Responsibility

You accept full responsibility for:

• Consulting your doctor when necessary
• Ensuring massage therapy is safe for your condition

9. Therapist Arrival & Home Access

Clients must ensure:

• Easy access to the property
• Parking nearby if required
• Clear communication of entry instructions

Delays caused by the client may shorten or cancel the session with no refund.

10. Equipment Policy

All equipment remains the property of My Home Massage.

You must not:

• Damage
• Remove
• Tamper with

any equipment brought by the therapist.

Damage caused intentionally or through negligence may incur repair or replacement fees.

11. Liability

My Home Massage is not liable for:

• Pre-existing injuries
• Reactions to treatments not disclosed beforehand
• Slips, falls, or accidents unrelated to the treatment
• Allergic reactions unless caused by our negligence
• Loss or damage to personal property

Our total liability is limited to the cost of the session.

12. Privacy & Data Protection

All personal and health information is stored securely and handled according to our Privacy Policy and UK GDPR regulations.

13. Website Terms of Use

By using our website, you agree not to:

• Misuse booking systems
• Attempt to hack, modify, or disrupt website functionality
• Copy, reproduce, or redistribute website content without permission

14. Gift Cards & Promotions

• Gift cards are non-refundable.
• Promotions cannot be combined unless explicitly stated.
• Expired promotions cannot be honoured.

15. Force Majeure

We are not responsible for cancellations or delays caused by events outside our control, including:

• Severe weather
• Accidents
• Illness
• Traffic disruptions
• Natural disasters
• Unforeseen emergencies

16. Changes to Terms

We reserve the right to update these Terms & Conditions at any time.

Changes will be posted with a new “Last Updated” date.