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Terms & Conditions

Last updated: 30-12-25

These Terms and Conditions apply to all services provided by Refined Serenity (“we,” “us,” or “our”) via our website https://refinedserenity.co.uk. By booking an appointment, you confirm that you have read, understood, and agree to these Terms and Conditions.

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1. Services

Refined Serenity provides mobile massage services at a location specified by the client. Services are provided for relaxation and wellbeing purposes only and are not intended to diagnose, treat, or replace medical care.

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2. Bookings

  • All appointments must be booked in advance and are subject to availability.

  • A booking is not confirmed until accepted by Refined Serenity and, where requested, a deposit has been received.

  • Clients are responsible for ensuring that the service location is safe, accessible, and suitable for treatment.

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3. Deposits & Payment

  • A deposit may be required to secure an appointment.

  • The remaining balance must be paid on or before the appointment, as agreed at the time of booking.

  • Payment methods will be communicated during the booking process.

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4. Cancellations & Refunds

  • Clients may cancel an appointment up to 24 hours before the scheduled start time and receive a full refund of the deposit.

  • Cancellations made within 24 hours of the appointment may result in the deposit being retained, reflecting lost time and travel.

  • Failure to attend without notice (“no-show”) may result in the deposit being retained.

This policy does not affect your statutory rights under UK consumer law.

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5. Travel & Mileage

  • Travel is free within a 5-mile radius of Refined Serenity’s base location.

  • Appointments between 5 and 15 miles are subject to a flat travel fee of £10.

  • Any applicable travel fee will be confirmed prior to booking confirmation.

  • Appointments beyond 15 miles are accepted at our discretion.

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6. Unforeseen Circumstances & Travel Disruption

Refined Serenity reserves the right to cancel or rearrange an appointment where we are unable to attend due to unforeseen circumstances beyond our reasonable control, including (but not limited to) severe weather, travel disruption, vehicle issues, accidents, or emergencies.

In such cases:

  • A rescheduled appointment will be offered at no additional cost, or

  • A full refund of any deposit paid, if rescheduling is not suitable.

Reasonable efforts will be made to notify clients as soon as possible.

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7. Pregnancy & Fitness to Book

Clients who are pregnant must ensure they are fit to receive massage treatment before booking an appointment.

  • Clients may be asked to confirm that they have medical approval from a GP, midwife, or other qualified healthcare professional where appropriate.

  • Refined Serenity reserves the right to decline, modify, or discontinue treatment if it is deemed unsafe or unsuitable at any stage of pregnancy.

  • Failure to disclose pregnancy prior to treatment may result in the appointment being refused on arrival, with the cancellation policy applying.

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8. Client Health & Disclosure

  • Clients must disclose any relevant medical conditions, injuries, allergies, or other health concerns prior to treatment.

  • We reserve the right to refuse, adapt, or discontinue treatment where client safety may be compromised.

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9. Professional Conduct

Refined Serenity provides a strictly professional service. Any inappropriate behaviour, language, or conduct will result in immediate termination of the session, with no refund due.

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10. Liability

  • Services are provided with reasonable care and skill, in accordance with the Consumer Rights Act 2015.

  • Refined Serenity will not be liable for any loss or injury resulting from incomplete, inaccurate, or undisclosed health information.

  • Personal belongings remain the client’s responsibility at all times.

Nothing in these Terms limits or excludes liability where it would be unlawful to do so.

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11. Privacy

Personal data is handled in accordance with our Privacy Policy, available on our website.

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12. Changes to These Terms

We may update these Terms and Conditions from time to time. The most recent version will apply to all future bookings.

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13. Contact

For any questions regarding these Terms and Conditions, please contact:
Email: info@refinedserenity.co.uk

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