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Terms & Conditions

To provide the best possible service to all our clients, we have implemented the following policies.


COVID-19 specific Cancellation Policy

If you have an appt booked with us and experience any COVID-19 like symptoms (including but not limited to fever, fatigue, new dry cough, difficulty breathing, sore throat or loss of smell or taste) please contact us immediately. We will rearrange your appt free of charge to a minimum of 14 days time. 

This is also the case if a member of your household begins to show symptoms. This is to help us remain COVID-19 secure and keep you and us safe. 


Cancellation Policy

We require a minimum of 24 hours’ notice of any schedule changes or cancellation requests.  This enables other clients on out waiting list the opportunity to attend.  If 24 hours’ cancellation notice isn’t given, you will be charged 50% of the service fee for the first missed session and 100% of the service fee for each session after that.  We also reserve the right to require payment upfront to book future appointments if necessary.


Late Arrival Policy

We understand that issues can arise that may cause you to be late for your appointment.  However, we ask that you call to inform us if this ever occurs, so we can do our best to accommodate you.  Appointment times are reserved for each client, so often we are unable to exceed that reserved time without making our next client late.  For this reason, starting your appointment late may result in loss of time for your massage so your session still ends at the scheduled time.  Full service fees will be charged even when sessions are shortened due to late arrival. 

In return we will do our best to be on time, and if we are unable to do so  time will be added to your session to make up for our late arrival or the service charge will be adjusted accordingly. 


Gift vouchers

These are valid for 6 months from the date purchased. Please ensure that the location of the treatment is within the service radius of The Norfolk Massage Specialist, and the location is suitable for a treatment.  Refunds can't be issued where these criteria are not met.

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