Our commitment to our clients

  • All treatments provided by Elkie Massage Therapies (EMT) will last for the specified duration purchased. i.e. a 60 minute treatment will last 60 minutes.
  • All clients must complete a consultation form prior to treatment and will receive up to 5 minutes consultation in addition to their treatment
  • Treatments will only be conducted if EMT deems the treatment safe for the client to receive
  • GP/Consultant permission may be required before treatments can be provided

Inappropriate Behaviour

  • EMT has the right to terminate a treatment immediately if the client demonstrates inappropriate or sexual behaviour
  • Payment will be collected for the full treatment price, provided more than 10 minutes has been spent massaging the client
  • If the therapist is unable to collect money before leaving, an invoice will be sent to the client’s address
  • All invoices must be paid within 7 days of issue date

Cancellation Policy

  • A booking is confirmed once EMT and the client have both agreed a date, time, duration and location for a treatment
  • If a cancellation is made more than 24 hours before a treatment, the client will not be charged
  • If a cancellation is made within 24 hours of the treatment, they will be expected to pay a cancellation fee of £40 for each hour cancelled
  • This cancellation fee may be waived at EMT’s discretion.
  • The cancellation fee must be paid within 7 days of the cancellation
  • EMT has the right to cancel a treatment by giving 24 hour notice
  • EMT has the right to cancel a treatment without notice if the room or environment is unsuitable for the treatment to be provided, or if the therapist is taken ill
  • EMT has the right to cancel a treatment without notice if the client is intoxicated or inebriated
  • EMT commits to rearranging treatments to a new time and date within two weeks of the cancelled treatment where possible


  • Vouchers can be used as payment towards any available, advertised treatments
  • Vouchers are only valid for one use
  • If the whole amount of the voucher is not used, another voucher for the remaining voucher sum will be issued
  • Vouchers are only valid up to and including the expiry date
  • Postage will only be charged for vouchers that are paid for online and then posted
  • If postage is paid, but vouchers are delivered during a treatment, the postage fee charged will be returned to the customer in cash
  • Refunds are not available for vouchers already paid for and provided

Referral Voucher Scheme

  • Each current, local, client receives three vouchers with their name written in Elkie’s handwriting on the back.
  • The expiry date will be within three months after the voucher issue date, also written in Elkie’s handwriting
  • The clients give the vouchers to people they expect will redeem the vouchers and purchase a treatment

Website Content

  • Website content will be authorised and managed at EMT’s discretion, including testimonials
  • Photographs will only be displayed with the consent of the people in the photograph


  • EMT accepts payment in cash, bank transfer or through paypal
  • Invoices will be sent to clients who do not pay for, or who cancel, treatments
  • Invoices must be paid within 7 days of the issue date


  • Client treatment details will not be discussed with anyone other than the client unless the client is under the age of 18 or has a care worker or guardian
  • Consultations will only be discussed with the client unless the client is under the age of 18 or has a care worker or guardian
  • Consultation Forms and treatment notes will be kept on file, securely by EMT
  • All clients must complete a consultation form prior to receiving EMT treatments
  • By signing the consultation form, clients are giving EMT permission to hold records and data about them
  • Personal information will not be shared with any third parties

Young Clients

  • Clients under the age of 18 must be accompanied by an adult
  • The adult must give permission for the treatment to be performed
  • The adult must co-sign the client’s consultation form
  • The adult must be present in the room throughout the treatment

Complaints Procedure

  • If a client wishes to make a complaint about EMT, this must be emailed to the address specified at www.jaynesarah.co.uk/contact
  • Complaints must include the date and location of the incident, the full name of the complainant, details of the complaint and a desired outcome following the complaint
  • All complaints will be taken very seriously and a response will be provided within 28 days

Insurance and Ethics

  • EMT is registered with CThA
  • EMT abides by the code of ethics provided by CThA
  • EMT is fully insured by Holistic Insurance Services