Terms & Conditions

Appointments

We are open Tuesdays to Fridays from 10:00 am to 6:00 pm, and Saturdays from 10:00 am to 6:00 pm, excluding Bank holidays. Due to the nature of the services we provide, we operate on an appointment-only basis. Please ensure you call, text, or email us to schedule an appointment prior to any visits. Allow as much notice as possible when booking an appointment to avoid disappointment. Appointments can also be booked using our live online booking system and our online booking form via our Contact Us page on our website. Please note that all treatments and appointment times are subject to availability. All appointments are 100% payable at the point of booking.

You may cancel or reschedule appointments with no charge any time before the close of business on the day before. Same-day cancellations or appointment changes will be charged 50% of the scheduled service, and 100% if you cancel within 24 hours of the appointment or do not show up.

Areas We Cover

We provide all treatments at our hub in Southampton city centre; however, we can provide a call-out service for group and corporate functions. We cover bookings in the following areas:

• Southampton
• Portsmouth
• Basingstoke
• Gosport
• Andover
• Waterlooville
• Aldershot
• Farnborough
• Fareham/Portchester
• Eastleigh
• Havant
• Winchester
• Fleet
• Petersfield

Please note that we charge a surplus of £0.40 per mile for postcodes from our hub The Club @ Best Western Chilworth Manor Hotel University Parkway Chilworth, Southampton SO16 7PT. We require a minimum of 2 hours treatment time to our call out service.. Where there may be parking restrictions, please notify us of any restrictions that may apply in your area. Notify us in advance where there is no lift access to floors above ground level to prevent any delays to your treatment time.

Your therapist will usually arrive at least 15 minutes prior to the start of your booking time to allow enough time to set up for your treatment(s). All treatments must be paid for in full prior to your booking date.

For body massage, facials, and waxing bookings, ensure that there is enough room for our equipment setup wherever your treatment(s) will be provided—this is typically 3m x 2m. We always carry our own equipment for all home visits and corporate bookings; however, on certain occasions, we might need access to hot water and electricity wherever appropriate.

For corporate and group bookings, please allow as much notice as possible so we may be able to assist you. We usually require a 50% holding fee for group and corporate bookings, which counts as a part payment towards your total booking. This fee is fully refundable if you wish to cancel your booking before a 48-hour period.

Treatment Etiquette

Treatments may be subject to change and will be confirmed prior to your appointment. We recommend that any additional treatments are pre-booked as treatment times are subject to availability. All treatment times are approximate, with the exception of our hair removal treatments. We strongly encourage you to provide feedback to your therapist on temperature, pressure, and comfort levels during your treatment to ensure you fully enjoy your experience. All our therapists are skilled and trained in ensuring you remain comfortable throughout your treatment. Due to health and safety reasons and our insurance policies, we will not provide treatments to children younger than 15 years and require written consent from a guardian prior to providing treatments to anyone younger than 18 years of age. You must be 16 or over to be a member. Please note that anyone visiting us or The Club under 18 years of age will need parental or guardian supervision and written consent to receive treatments or access The Club’s facilities.

Please note that we do not allow more than one client in our treatment rooms when a treatment is being provided for health and safety reasons. To prevent your treatment time from being affected, please ensure your consultation form(s) have been completed and submitted to us prior to your arrival. To ensure you have an enjoyable, safe, and relaxing experience, we advise that childcare arrangements are made prior to your appointment times as we will not be held responsible for minding any children under any given circumstance during your appointment.

For health and safety reasons, we advise that all jewellery and contact lenses are removed when receiving any facial and massage treatments.

Loyalty and Gift Vouchers

We value your custom and reward your loyalty via our ‘refer a friend’ scheme. For further details on how to claim your loyalty rewards, please visit our rewards page. If you qualify for a concessional discount, we kindly ask that you present proof of your discount entitlement at your appointment.

Gift vouchers to the value of £10.00, £15.00, £20.00, and £50.00 are available for purchase online, via email, or phone. Please note that gift vouchers are non-refundable and cannot be exchanged for cash. Gift vouchers are valid for 12 months from the date of purchase to be used on any of our treatments subject to availability.

Cancellation Policy

Please note that we require a minimum of 24 hours’ notice for appointment cancellations to receive a full refund for your treatment(s). Failure to contact us to cancel or reschedule your appointment will automatically result in a loss of your full treatment/service payment. However, if you do contact us within 24 hours of your scheduled service appointment, you will be charged 50% of your full treatment cost.

Payment and Refund Policy

Please note that payments for treatment(s) are taken before any treatment is provided. We accept all major debit cards, credit cards, and cash payments. Please note that we do not store your debit or credit card account details. If you change your mind about your purchase, that is not a problem. Refunds will be provided via the same method used for your initial payment. Please note that any refunds for discounted services, including any other special offers, will only be provided via gift voucher to the same value of the service(s) purchased. Please kindly refer to our Cancellation Policy section for further details regarding refunds after a service cancellation.

Purchased retail products will only be accepted for either a product exchange or a full refund if returned within 14 days from the purchase date, in their original packaging, unopened and sealed, with proof of your purchase.

Please note that as of April 2023, all courses of massage treatments are valid for 3 months from the date they are purchased. Our refund policy does not affect your statutory rights in respect of faulty/damaged products.

Lost Property Policy

Endulge Holistic Therapy accepts no responsibility for private property whilst on the premises, including accepting any liability should lost property be returned for any reason to someone who is not its owner—e.g. if someone makes a false representation of ownership of your property.

Property that is left on the premises will be kept for a period of three months, after which it will be disposed of.

In order for property to be reclaimed, a detailed description of the item(s) and/or proof of ID (identity), and the date that the item was left will be required.

While every effort will be made to identify the possible owner of lost property (which is likely to involve searching for the item) and then make contact, Endulge Holistic Therapy will not return the property to that person unless they provide the details set out in the previous paragraph.

Endulge Holistic Therapy will not mail/courier or insure during transit any reclaimed found property back to the presumed owner unless they send the appropriate fees to cover packing and postage, and any insurance during transit stipulated by the claimant.

All items are sent at the owner’s risk.

Note that Endulge Holistic Therapy will NOT automatically arrange insurance during transit. We will only arrange insurance during transit if it is specifically requested in writing at the time of reclaiming found property—and then we will only arrange the insurance that is made available as “standard” by the carrier chosen by Endulge Holistic Therapy (so Endulge Holistic Therapy will not be liable for the suitability of the insurance), and for the value stated in writing by the person claiming the property.

Please be aware that Endulge Holistic Therapy Southampton is not responsible for lost property and reserves the right to refuse or discontinue our massages for any reason. We reserve the right to change guidelines, terms and conditions, opening hours, or pricing at any time by providing reasonable notice of such a change.

Patch Testing

We require that a patch test must be carried out a minimum of 24 hours before your first appropriate treatment(s) (48 hours if diabetic), and whenever required thereafter (48 hours if diabetic or other special circumstances). You will be required to have another patch test if there has been a change in your medical history or hormonal changes from pregnancy or menopause. It is a formality that you will be asked by your therapist to sign your consultation form to confirm that you have had a patch test and you are happy to continue with your treatment.

Pregnancy

We understand that this is a time when the body undergoes significant bodily changes that may cause sensitivity and other forms of internal and external discomfort. With this in mind, we have a range of suitable treatments for the expectant mother to receive, prenatal and postnatal. However, we will only provide treatments from week 12 up to week 32 of pregnancy. Our facials, nail care, and waxing treatments are all safe to receive pre- and post-natal.

Contra-Indication Guidelines

If you have been unwell with sickness for a long period (3 weeks or longer), are taking any form of medication, or are receiving ongoing medical care, we advise that you consult with your General Practitioner before receiving any treatments to avoid any adverse contra-actions. Please note that in some cases we may require written permission from your General Practitioner prior to your visit if you suffer from any severe skin condition, diabetes, or high or low blood pressure.

For your peace of mind, all our therapists are First Aid trained to deal with any unlikely accidents that may occur during treatment.