Massage Therapy Terms and Conditions

1.1 About me and the clinic

I’m Jan Bugar, a professional massage therapist running Zen Den Worthing — a sole-practitioner clinic in Worthing, West Sussex. I provide therapeutic massage treatments designed to support physical wellbeing, relieve pain, reduce stress, and promote relaxation in a calm and private setting.

1.2 Who counts as “the Client”

Throughout these terms, “the Client” (also referred to as “you”) means anyone who:

• Books a massage appointment with me, whether or not the session has yet taken place;
• Receives a treatment from me;
• Holds an active or unredeemed Zen Den Worthing gift voucher; or
• Has purchased a Zen Den Worthing annual membership.

These terms apply from the moment you make a booking, purchase a voucher, or take out a membership — whichever happens first.

1.3 The services I offer

• Sports MassageTargeted massage to help with sports-related injuries, improve performance, aid recovery, and prevent injury.
• Deep Tissue MassageA firm-pressure massage that works into deeper muscle layers to address chronic pain, tension, or tightness.
• Remedial MassageFocused therapeutic treatment to assess, treat, and manage muscular pain, postural issues, and restricted movement.
• Swedish Massage (Relaxation Massage)A gentle, flowing massage designed to relax the entire body and mind, ease tension, and support general wellbeing.
• Myofascial Release TherapyA technique that releases tension in the fascia (connective tissue) to improve posture, flexibility, and reduce pain.
• Manual Lymphatic Drainage (MLD)A very light and rhythmic massage that stimulates the lymphatic system to support healing, reduce swelling, and boost immune function.

1.4 The nature of my treatments

All treatments I provide are strictly professional and therapeutic in nature, intended to support health and wellbeing. They are non-sexual. Any inappropriate behaviour or request will result in immediate termination of the session, and I may refuse further treatment (see section 4).

My treatments are non-diagnostic and complementary to medical care. I do not diagnose conditions or provide medical advice.

1.5 My right to refuse or end a treatment

I reserve the right to refuse, postpone, or end a treatment in any of the following situations:

• I have reason to believe the treatment would be unsafe for you given your health history or current condition;
• You have arrived under the influence of alcohol or recreational substances;
• You are unwell with a contagious illness (see section 6.2);
• Your behaviour is inappropriate (see section 4.2);
• I assess that the treatment you have requested is outside the scope of my training.

In each case, my professional judgement is final. Refusal of service for health or safety reasons does not affect your eligibility to rebook in the future.

1.6 Insurance and professional registration

I am a full member of the Federation of Holistic Therapists (FHT) and fully insured to the standards required for my qualifications and scope of practice. This includes public liability, professional indemnity, and treatment-specific cover. I can provide registration and insurance details on request.

2.1 Consultation form

Before your first treatment, I ask you to complete a consultation form. This collects essential health and lifestyle information that helps me make sure massage is safe, appropriate, and tailored to your needs.

2.2 Consultation time

Please allow an extra 5–10 minutes at your first appointment for this consultation. This time is in addition to your booked treatment — it is not deducted from your massage.

2.3 Treatment duration

The time you book is the hands-on treatment time. A 60-minute session means a full 60 minutes of massage. Please still arrive a few minutes early so we have time for any brief updates or check-ins before treatment begins.

2.4 Late arrivals

The time slot you book is reserved for you. If you arrive late, your session will normally end at its originally scheduled finish time and you will receive a shortened treatment — for example, arriving 20 minutes late to a 60-minute appointment will leave 40 minutes of hands-on time, still charged at the full session fee.

At my discretion, and only where the next slot is empty, I may choose to extend your session to the full booked length — but this is not guaranteed and should not be expected. Repeated late arrivals may affect your future booking eligibility.

3.1 Disclosing your health conditions

It’s essential that you disclose any relevant medical conditions, injuries, current medications, allergies, or contraindications on the consultation form and during subsequent appointments. This includes (but is not limited to):

• Cardiovascular conditions
• Cancer
• Diabetes
• Pregnancy
• Recent surgeries or injuries
• Skin conditions
• Blood disorders

This information helps me determine whether massage is safe and appropriate for you.

3.2 Safety and treatment eligibility

I will only carry out a treatment if I believe it is safe and beneficial based on the information you’ve provided. In some cases, I may ask you to obtain written or verbal permission from your GP or consultant before I proceed.

3.3 Limitations of my practice

I am not a medical professional and cannot diagnose medical conditions. My role is to assess whether massage therapy is suitable based on the information you provide, and to deliver treatments within the scope of my training.

4.1 Your modesty and comfort

Your privacy, comfort, and modesty are respected at all times. You’ll be appropriately draped during your session, with only the area being treated exposed. Towels or sarongs are used to maintain warmth and discretion throughout.

4.2 Inappropriate behaviour policy

I maintain a strict zero-tolerance policy on any form of inappropriate or sexual behaviour. This includes:

• Inappropriate comments, gestures, or requests;
• Lewd or sexual advances;
• Any behaviour that makes me feel unsafe or disrespected.

4.3 My right to end the session

If you demonstrate any inappropriate behaviour — verbal, physical, or otherwise — I will end the session immediately, and no further appointments will be offered.

4.4 Payment obligation in such cases

If a treatment is terminated because of inappropriate conduct, the full session fee remains payable. No refunds will be issued under these circumstances.

4.5 Photography and recording

Photographs taken at the clinic (for example, of the space, of yourself, or with your own permission) are permitted with my prior consent.

Audio or video recording during a treatment is not permitted at any time, by either of us, except where required for legitimate safety reasons — for example, if a client’s behaviour has become threatening (see section 4.2). This policy protects the privacy of both of us during the session.

5.1 Chaperone policy

A parent or legal guardian must be present throughout the entire treatment for any client under the age of 16.

I’m committed to maintaining a safe, clean, and hygienic environment for everyone. The following measures protect both you and me:

6.1 Hygiene standards

• All towels, linens, and equipment are cleaned and changed between clients.
• The treatment area is sanitised regularly, and I maintain hand hygiene at all times.
• I ask that you attend your appointment freshly showered where possible.

6.2 Infectious conditions

Please do not attend your appointment if you are experiencing symptoms of any contagious illness, including:

• Colds, flu, or COVID-19;
• Fever or active infection;
• Skin infections or contagious rashes.

If you’re unwell, please reschedule your appointment with as much notice as possible.

6.3 COVID-19 and respiratory illness

To protect vulnerable clients, please let me know if you have recently tested positive for COVID-19 or are experiencing symptoms such as coughing, sore throat, or difficulty breathing. A treatment may need to be postponed in such cases.

7.1 Payment terms

You can pay for your treatment in any of these ways:

• In full at the time of booking;
• At the clinic immediately before or after your session;
• By payment link no later than 48 hours after your session.

I accept cash, debit and credit cards, bank transfer, Apple Pay, and Google Pay. If full payment hasn’t reached me within 48 hours of the session, I’ll send a polite reminder along with a payment link. Repeated late payment may affect your future booking eligibility.

7.2 Cancellation fees

Cancellation fees follow my Cancellation Policy, summarised here:

• Cancellation with 48+ hours’ notice No fee
• Cancellation with 24–48 hours’ notice 50% of booking
• Cancellation with less than 24 hours’ notice 100% of booking
• Genuine emergencies and illness Case-by-case

Where you have not pre-paid, I will send you a payment link by SMS, WhatsApp, or email for any applicable cancellation fee. Cancellation fees are payable within 7 days of the original appointment date. Please see the full Cancellation Policy for further detail.

7.3 How “notice” and rescheduling work

To keep cancellation and rescheduling fair and unambiguous:

• Notice is considered given when your message reaches me during working hours (Monday to Saturday, 8am to 8pm). Messages sent outside working hours will be treated as received at the start of the next working day.
• Cancellation timing is always measured from the original appointment time you booked. Rescheduling does not reset the clock.
• A missed appointment means you do not attend and have not contacted me to cancel or reschedule before the scheduled start time of your session.
• A reschedule request made with less than 48 hours’ notice is treated as a cancellation followed by a new booking, and the cancellation fee schedule in section 7.2 applies.
• Arriving late to your appointment is covered separately in section 2.4 (Late arrivals).

7.4 No-show fees

If you do not attend your appointment and have not given any notice, the full booking fee (100%) is charged as a no-show fee. Where you have not pre-paid, I’ll send a payment link by SMS, WhatsApp, or email. The no-show fee is payable within 7 days of the original appointment date.

If a no-show fee remains unpaid, any future booking will need to be settled in full at the time of booking — including the outstanding fee from your previous no-show or late cancellation. Repeated unpaid fees may also result in refusal of further bookings.

7.5 Repeated cancellations or no-shows

Occasional cancellations are part of life and I don’t hold them against anyone. However, if a pattern emerges over time — for example, multiple short-notice cancellations or no-shows within a small number of bookings — I may:

• Require full pre-payment for all your future appointments;
• Decline to take further bookings.

Where this happens, I’ll always discuss the situation with you first.

7.6 No refund for completed treatments

Once a treatment has been delivered, the fee is non-refundable. This includes treatments where the outcome did not meet your expectations. If you have concerns about a treatment you have received, please raise them through my complaints procedure (see section 10) — your concerns will be taken seriously and addressed properly.

7.7 Gift vouchers

Gift vouchers are valid for 12 months from the date of purchase. Vouchers are typically sent by SMS or WhatsApp, so they should remain accessible in your messages. Vouchers are non-transferable — only the named recipient or original purchaser may redeem them — and non-refundable. Vouchers cannot be exchanged for cash, and if a voucher expires unused the value is not refundable.

7.8 Memberships

Zen Den Worthing memberships are valid for 12 months from the date of purchase. Memberships are non-transferable and non-refundable once purchased. Member discounts apply to standard session prices and cannot be combined with other promotional offers unless explicitly stated.

8.1 Your acknowledgement and consent

By booking an appointment, you accept these Terms and Conditions in full, along with my Cancellation Policy and Privacy Notice. Your decision to receive massage therapy from me is entirely voluntary, and you are responsible for providing accurate health information on your consultation form and informing me of any changes before each subsequent appointment.

8.2 Health and medical disclaimer

I am not a medical doctor and I do not diagnose any illness, disease, or physical or mental disorder. The treatments I provide are complementary therapies and are not a substitute for medical examination, diagnosis, or treatment from a qualified medical professional. If you have any uncertainty about whether massage is appropriate for your situation, please consult your GP or consultant before booking and inform me of their advice.

8.3 Pre-existing conditions

By attending a treatment, you accept responsibility for informing me of any pre-existing health conditions, injuries, or sensitivities that could affect the treatment. You agree that I cannot be held responsible for:

• The worsening of a pre-existing condition you have not disclosed to me;
• Any reaction to a treatment that I could not reasonably have foreseen given the information you provided.

Massage therapy carries some inherent risks, including (but not limited to) post-treatment muscle soreness, mild bruising in sensitive areas, and rare allergic responses to oils or balms. By proceeding with treatment, you acknowledge these risks.

8.4 Limitation of liability

To the maximum extent permitted by law, my liability to you for any loss or damage arising from a treatment is limited to the cost of that treatment.

Nothing in these terms excludes or limits my liability for:

• Death or personal injury caused by negligence on my part;
• Fraudulent misrepresentation;
• Any other liability that cannot legally be excluded under UK consumer law (including the Consumer Rights Act 2015 and the Unfair Contract Terms Act 1977).

You retain all statutory rights as a consumer that cannot lawfully be excluded or limited.

8.5 Treatment outcome disclaimer

While massage therapy can be highly beneficial, individual results vary. I make no guarantee regarding specific outcomes such as pain relief, injury recovery, or improved mobility. Massage is a complementary therapy and should not be used as a substitute for medical care.

8.6 Events outside our control (force majeure)

I cannot be held responsible for any failure or delay in providing services where this is caused by events outside my reasonable control. These include (but are not limited to):

• Personal illness or injury that prevents me from working;
• Extreme weather;
• Power or utility failure at the clinic;
• Flooding or fire affecting the premises;
• Government-imposed closure or restrictions;
• Pandemic-related restrictions.

In any such event, I will contact affected clients as soon as practicable and offer to reschedule the appointment to a mutually convenient time. Any pre-paid fees for appointments cancelled due to such events will be credited toward a rescheduled session or, at your preference, refunded in full.

9.1 Data controller

I, Jan Bugar, trading as Zen Den Worthing, am the data controller for any personal data you provide. You can contact me about anything related to your data at jan@zendenworthing.com or 07947 502512.

9.2 Legal basis for processing your data

I process your personal data under the following legal bases established by UK GDPR:

• Contract (Article 6(1)(b)): to deliver the massage therapy services you have booked and to manage payment and bookings;
• Explicit consent (Articles 6(1)(a) and 9(2)(a)): to process special category data (your health information) for the purpose of delivering safe treatment. Your completion and signing of the consultation form constitutes your explicit consent;
• Legal obligation (Article 6(1)(c)): to retain treatment records for the period required by professional and insurance regulations.

9.3 What data I collect and why

I collect personal data through your consultation form, by text, WhatsApp, email, and during the course of providing massage treatments. This may include:

• Full name;
• Contact details (phone number, email, address);
• Medical history and current health conditions;
• Treatment notes and records.

This information is used solely to deliver safe and appropriate massage therapy, manage appointments, and handle any client communications related to your treatment.

9.4 Data storage and security

All personal data is stored securely, in digital form, and protected against unauthorised access or disclosure. Access is restricted to me and used only for legitimate business purposes.

9.5 How long I keep your data

Client records are retained for a minimum of 7 years from the date of your last treatment, in accordance with professional and insurance requirements. For clients under the age of 18, records are kept until 7 years after their 18th birthday.

9.6 Marketing communications

From time to time I may contact you with occasional updates about my services, seasonal offers, or relevant therapy information. Every marketing email I send includes a clear unsubscribe link at the bottom — clicking it removes you from my marketing list immediately. You can also opt out by replying to any marketing email, emailing me at jan@zendenworthing.com, or telling me directly. Opting out of marketing does not affect appointment-related communications, which are necessary for the service I provide.

9.7 Your rights under UK GDPR

You have the right to:

• Access the personal data I hold about you;
• Request correction of inaccurate or incomplete information;
• Request deletion of your data, where appropriate (note that I am required by professional regulation to retain treatment records for 7 years — see section 9.5);
• Object to or restrict certain types of processing;
• Withdraw consent for non-essential data processing (such as marketing) at any time;
• Receive your data in a portable format (data portability), where applicable.

To exercise any of these rights, please contact me in writing at jan@zendenworthing.com. I’ll respond within 30 calendar days, as required by UK GDPR.

9.8 Right to complain to the ICO

You have the right to lodge a complaint with the UK Information Commissioner’s Office (ICO) at any time if you have concerns about how your personal data is being handled. The ICO can be contacted at ico.org.uk or by telephone on 0303 123 1113. I would always prefer to address any concerns directly with you first — please see my complaints procedure in section 10.

10.1 How to raise a concern with me

If you have any concerns about a treatment you have received, my conduct, my practice, or any aspect of your experience at Zen Den Worthing, I want to know. Please contact me in writing within 30 days of the event, ideally by email at jan@zendenworthing.com so we have a clear record.

10.2 How I’ll respond

I’ll acknowledge your concern within 5 working days of receipt and provide a substantive response within 14 working days. Where appropriate, I’ll offer to discuss the matter with you directly — in writing, by phone, or in person — in a way that feels safe and constructive for you.

10.3 If we can’t resolve it together

If you’re not satisfied with my response, you may:

• Raise the matter with the Federation of Holistic Therapists (FHT), my professional body: fht.org.uk;
• Contact the Information Commissioner’s Office for data-related concerns (see section 9.8);
• Pursue the matter through the small-claims court for financial disputes that cannot otherwise be resolved.

I will always try to resolve concerns directly and respectfully before any external escalation.

11.1 Acceptance and modification of terms

By booking a treatment, purchasing a voucher, or taking out a membership, you accept the version of these Terms and Conditions current at the time of your booking or purchase. I may update these terms from time to time. The most current version is always available on my website. Material changes will be communicated to you where reasonable; non-material changes (such as typo fixes) will simply be reflected in the published version.

11.2 Severability

If any part of these Terms and Conditions is found to be unenforceable by a court of competent jurisdiction, the remaining provisions will continue to apply in full.

11.3 Governing law and jurisdiction

These Terms and Conditions are governed by the laws of England and Wales. Any disputes arising from or related to them will be subject to the exclusive jurisdiction of the courts of England and Wales.