TERMS & CONDITIONS
TERMS AND CONDITIONS
Updated 17 April 2025
1. Introduction
Welcome to Decompress London Ltd., (“we”, “our”, or “us”). These Terms and Conditions ("Terms") govern your (“the client” or “relevant party”) use of our services and facilities, including in-person spa treatments. By booking an appointment, purchasing our services, using our facilities, visiting our website, or making a payment, you agree to comply with and be bound by these Terms. It is important that you read and consider them carefully.
2. Appointments and Cancellations
2.1 Booking
a) Appointments can be booked online through our Website, by phone, or in person.
b) A valid debit/ credit card may be required to secure your booking.
c) For in-person appointments, please be at the agreed upon premise at least 15 minutes prior to your scheduled appointment time to complete any necessary paperwork and prepare for your service.
2.2 Cancellation Policy and Rescheduling
a) Cancellations made more than 48-hours prior to the appointment will have the option to reschedule their appointment without a cancellation fee. The option to reschedule the same booking will be limited to up to three times.
b) Cancellations made less than 36-hours in advance of your appointment will incur a cancellation fee which is 50% of the booking price. The remaining 50% of the booking price will be attributed to your bank account or converted into Decompress Loyalty points for future appointments. This serves to partially compensate our therapists in instances where securing a replacement within the 36-hour notice period is not feasible.
c) Cancellations made less than 24-hours or on the day of the appointment or missed appointments will be charged the full booking amount. Refunds will not be issued, unless stated by management.
d) If your therapist has to cancel, your appointment will be rearranged for a time that is convenient. No cancellation fee will be applied.
e) Once a treatment has commenced, online cancellations are no longer permitted.
f) For body or massage treatments, the client must notify the therapist within the first 15 minutesshould they wish to cancel the treatment or terminate the service. In such cases, the 50% cancellation fee will apply.
g) For other Decompress treatments (i.e. facials), the client must notify the therapist within the first 5 minutes to cancel the treatment or terminate the service. If the client fails to do this then the full booking will be applied, and no refund will be given.
h) If you arrive late for your appointment, you will not be given additional time and your treatment time will be reduced accordingly. The full booking price for the service will still apply.
2.3 Refunds
a) As stated, there are no refunds available for completed treatments unless stated otherwise by management.
b) You reserve the right to terminate the service whenever you wish to, and therefore, full refunds will not be issued should you complete a treatment.
c) If you were to terminate a body or massage treatment / service within the first 15 minutes, you will be refunded 50% of the booking price in the form of Decompress Loyalty points for use toward future services or a credit to your account. The remaining 50% will be non-refundable.
d) If you wish to terminate any other Decompress treatments (i.e. facials) at any point, please be advised that these services are non-refundable and no refunds will be allowed, unless stated by management.
e) If you wish to complain about a service, management will review your concerns and may, at its sole discretion, offer you a discount on a future service/ treatment.
f) If the client is banned from our services due to inappropriate behaviour as stated in Clause 9.1(b), they will not be entitled to a refund Clause 9.2(b).
g) We have this policy in place to respect the time and effort given by our contracted therapists, who all want to provide you with an exceptional service on behalf of Decompress London Ltd.
3. Packages
3.1 Packages
a) Packages must be used within the specified time frame at the time of booking, as listed on the Website.
b) Unused portions of packages are non-transferable to individual(s) other than the primary customer and are otherwise non-refundable unless stated by management.
4. Health and Safety
4.1 Client Responsibility
a) Clients must inform us of any medical conditions, allergies, or injuries at the time of booking and prior to your treatment (please see our Privacy Policy on our Website). We are not liable for any adverse reactions resulting from the omission of this information.
b) If you have a severe health condition, our therapists are not permitted to commence the service unless a valid medical doctor’s approval form is provided.
c) If you experience discomfort or any unusual symptoms during your treatment, please inform your therapist immediately so they can terminate the service, if necessary.
d) Clients are expected to dress appropriately for their treatments. Inappropriate attire may result in the termination of the session and is subject to the discretion of the therapist during the home visit. In this instance, the full booking fee will still apply and be non-refundable.
e) The consumption of alcohol or smoking during treatments is strictly prohibited to ensure the safety and comfort of our therapists and clients.
4.2 Etiquette
a) Please set all mobile phones and other electronic devices to silent mode during your appointment to maintain a peaceful environment and to avoid interruptions.
b) Please ensure that your home environment is quiet, clean and conducive to relaxation. You may be provided with setup instructions in advance, we recommend that you adhere to them to ensure the best possible treatment experience.
c) Clients are expected to uphold the same hygiene and etiquette standards as they would in an in-person spa environment.
4.3 Personal Hygiene and Cleanliness
a) Our therapists uphold strict hygiene and cleanliness standards. We kindly request that you maintain the same standards during your treatment.
b) Showering before treatments is recommended.
5. Data Collection
Decompress collects, uses and discloses information from or about you as described in our Privacy Policy.Additional privacy notices may apply, including from third party controllers to facilitate our payment processing. We will notify you when such notices apply to you.
5.1 Personal Data
a) We collect personal information such as your name, contact details, health information, and payment information for the purpose of providing our services.
b) By providing this information, you consent to its use in accordance with our Privacy Policy.
5.2 Using Your Personal Data
a) Your personal information is used for various services within Decompress London Ltd., such as booking appointments, processing payments, and delivering tailored services.
b) We may also use your information to communicate with you about promotions, offers, and spa news (if you have opted in to receive such communications).
5.3 Protecting Your Personal Data
a) We are committed to protecting your personal information and maintaining its confidentiality. We implement appropriate technical and organisational measures to safeguard your data.
b) For more detailed information on how we collect, use, and protect your data, please refer to our Privacy Policy.
6. Payment and Charges
6.1 Payment Information
a) We collect payment information to process your orders and ensure successful transactions. This data includes credit/ debit card details (card number, expiration date, CVV code and billing address).
b) Payment for all services is due at the time of booking on our Website, unless otherwise stated.
c) We accept all credit / debit cards (Visa, Mastercard, American Express, Discover, JCB, Diners, and UnionPay), Apple Pay, and Google Pay.
d) All prices are listed in Pound Sterling (GBP) and include applicable taxes unless otherwise stated.
6.2 Processing Payment Information
a) We may share your information with trusted third-party service providers (such as Wix) to help us operate our Website, process payments, and manage bookings. These service providers are required to handle your data in accordance with their own internal privacy policies.
b) We do not store your payment card details on our servers.
c) By providing payment information, you warrant that you are authorised to use the payment method, and that the information provided is accurate and updated.
6.3 Authorisation
a) By making a payment, you authorise us to charge the payment method for the total amount of the transaction.
b) If your payment method is declined or if a charge is reversed, we may cancel your appointment or suspend your use of services until payment is resolved.
6.4 Security
a) We take the security of your personal data very seriously and use a number of technical and organisational measures to safeguard it from improper access, alteration and loss. This includes encryption for payment processing and secure storage of your personal data.
6.5 Charges for Decompress Services
a) You may be charged supplementary charges, costs and/or fines, for your misuse of Decompress services and/or Third-Party Services (such as equipment repair fees). You will be notified in advance via email should you incur any additional charges, costs and/or fines.
b) If the Decompress services cannot be performed due to your action or inaction (i.e. you are not present for the agreed appointment or inappropriate attire), you will be charged for the full service.
c) All charges are due immediately upon placing a request being placed and payment will be processed by Decompress using the preferred payment method linked with your account. A receipt will be sent to you via email following a successful payment.
d) If your payment method(s) are unavailable, we reserve the right to continue to try to take payment using the same or any other payment method associated with your Decompress account.
e) If we cannot charge the relevant charges to your preferred payment method, we may suspend or remove your access to the Website services until a payment is made.
f) If payment is not received within 30 days, we reserve the right to engage legal proceedings to recover any outstanding amounts, where necessary.
7.1 Your Liability
a) You are responsible for all activities conducted under your account with Decompress.
b) You agree to indemnify, defend and hold harmless Decompress, including its officers, directors, employees and agents from and against any and all claims, damages, losses, liabilities, costs and expenses (including reasonable legal fees) arising out of or from your breach of these Terms, your misuse of our Website services, or your violation of any law or third‑party right.
7.2 Limitation of Liability
a) Nothing in these Terms limits or excludes any liability (i) for death or personal injury caused by our negligence or (ii) fraud or fraudulent misrepresentation or (iii) alters your rights as a consumer under applicable law.
b) Subject to Clause 7.2(a), our total liability under or in connection with these Terms shall be limited to the total amount you have paid us in the 12 months preceding the date on which the claim arises.
c) In no event shall we accept liability for any indirect, incidental, special, consequential or punitive damages, including lost profits, loss of business or data, even where we advised of the possibility of such damages in our services.
7.3 Assumption of Risk
a) You acknowledge that spa treatments carry inherent risks. By using our services, you assume all such risks and agree that Decompress is not responsible for adverse reactions or injuries resulting from your failure to disclose full and accurate health or medical information.
b) We reserve the right to refuse or discontinue our services if, at the discretion of our therapists, you pose an undue risk to yourself or others.
7.4 No Warranties
a) We provide our services on an "as is" and "as available" basis, without any representation or warranty, express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, title, and non-infringement.
b) We do not guarantee that our services will meet your specific requirements, be uninterrupted, timely, secure, or error-free.
8. Personal Belongings
a) Decompress shall not be held responsible for the loss, theft, or damage of personal belongings.
b) It is your responsibility to keep your valuables secure and out of reach at all times.
9. Client Conduct
9.1 Respectful Behaviour
a) We expect all clients to treat our staff and other clients with respect and courtesy.
b) Any form of abusive, threatening, or inappropriate behaviour towards our staff or other clients will not be tolerated and may result in a permanent ban from our services.
9.2 Consequences of Misconduct
a) If a client mistreats or endangers one of our therapists or another member of staff, we reserve the right to immediately terminate the treatment and cancel any future bookings.
b) Clients who engage in such behaviour may be banned from using our services and accessing our facilities. In such cases, no refunds will be issued for any unused packages/ cancelled services.
c) We also reserve the right to report any threatening, abusive or criminal conduct to law enforcement or other relevant authorities, and to fully cooperate with any subsequent investigations or legal proceedings.
10. Accurate Information
10.1 Accuracy of Information
a) You agree to provide accurate, current, and complete information during the booking and treatment process.
b) Any inaccuracies in the information provided may result in suboptimal treatment outcomes.
c) We ask for accurate information about your health for your safety and to ensure our therapists are fully aware of any conditions which are incompatible with our treatments.
10.2 Consequences of Inaccurate Information
a) Providing inaccurate or incomplete information, especially regarding medical conditions or allergies, may result in the termination of your treatment.
b) We reserve the right to refuse service or terminate a treatment session if we determine that the information provided is inaccurate, incomplete, or poses a risk to our therapists’/ your health and safety.
11. Changes to Terms
a) We reserve the right to modify these Terms at any time. Any changes will be posted on our Website and will become effective immediately upon posting.
b) Your continued use of our services constitutes acceptance of any revised Terms.
12. Applicable Law and Jurisdiction for Legal Disputes
a) This Agreement, and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter, shall be governed by and construed in accordance with the laws of England and Wales.
b) By accepting these Terms, you agree that the courts of England and Wales have exclusive jurisdiction to resolve any dispute or claim arising under or in connection with this Agreement.
13. Contact Information
For any questions or concerns about these Terms and Conditions, please contact us at:
Decompress London Ltd
85 Great Portland Street, First Floor,
London, W1W 7LT
Email: kit@decompresslondon.com or linda.rice@decompresslondon.com
Phone: +44 (0) 7504302472 or +44 (0) 7504302482
By using our services, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. Thank you for choosing Decompress. We look forward to providing you with a relaxing and rejuvenating experience.