Policies

APPOINTMENTS

When booking your first appointment, you will receive a New Client Intake Form, a copy of our Terms and Conditions, and a confirmation email.  You will also receive reminders via email and/or SMS.  During the Coronavirus Pandemic or subsequent outbreaks you will also be required to complete a Covid-19 specific intake form before every session in order to minimize risk of infection.  Advance payment is required of all new clients in order to reserve the booking.  Your session includes time to get changed, and any discussion on the goals/expectations for that specific treatment.  If any forms are still required they must be completed before the treatment begins.  Payments are non-refundable.                  

CANCELLATIONS AND LATE ARRIVALS

Please respect our 24-hour cancellation policy.  Sessions cancelled with less than 24 hours’ notice will be invoiced at the full cost, and must be paid before further bookings can be made.  This policy is of course waived for anyone who must cancel due to Covid-19 symptoms.  No-shows will also be charged at the full cost, either via invoice or deduction from the client’s package. If you have a chronic condition with varying degrees of severity, or an acute issue that prevents you from attending your appointment last minute, please call to discuss your specific situation.  When arriving for your session, please be as punctual as possible, and in an effort to minimise contact in the waiting room, arrive no more than 5 minutes before your scheduled appointment time.  We understand that schedules can be affected by many outside factors, however we will not be able to make up time for late arrivals outside of the scheduled treatment session.   

GIFT CARDS AND PACKAGES

Gift Cards and Five-Session Packages are paid in advance, hold expiry dates of 6 months from the date of purchase, and are non-refundable.  In the case of temporary business closure or an inability to carry out sessions due to therapist injury, expiry dates will be extended accordingly.  Packages are non-transferrable unless otherwise designated.  When a client holds a Session Package up to one month after its expiry date, the remaining sessions may be used upon payment of £30 extension fee.  This equates to purchasing 5 independent treatments at the regular rate.  Sessions expired for more than one month are forfeited.            

CONFIDENTIALITY AND GDPR

The information collected by Caldwell Sports Massage, written and spoken, is held in strictest confidence and will never be shared, sold or distributed.  Your personal details are encrypted and held with Writeupp, an ISO27001-certified system that has been a “trusted supplier to NHS therapy services teams for over 10 years.”  This information is used both to identify you and to contact you about appointments you have booked.  Medical background and lifestyle information is collected in order to provide you the safest and most effective treatment possible.    

You have a right to access the personal information stored by Caldwell Sports Massage, and any requests should be made via email to jane@caldwellsportsmassage.com.  You also may amend, update or request deletion of your information at any time via the same address.  Deletion requests will result in your information being archived until the record storage period requirement has expired.         

UPDATES TO THIS POLICY

We reserve the right to update and amend this policy as required.  Update notices will be posted on www.caldwellsportsmassage.com.