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Terms and Conditions

​Terms & Conditions 

Thank you for choosing Abuelita’s Wellbeing CIC to be a part of your wellbeing journey, we are delighted you are considering us and truly value the time and consideration you take to review our terms and conditions.

Please read the following terms and conditions carefully to ensure a positive, smooth, and professional experience with us. 

Feedback Policy

We strive to provide the best possible service to our clients; constructive feedback is always welcomed. There is the option of leaving us reviews online on Google, however, if for any reason you are dissatisfied and cannot leave us a 5-star review of your experience with us, please let us know as soon as possible or immediately during or just after the session, so we can adapt accordingly. This will allow us to address your concerns and continuously improve, ensuring we provide the best possible service to you and the community.

Scope of Services

  • Abuelita's Wellbeing CIC offers therapeutic massage, Physiotherapy, Acupuncture, and various other holistic wellbeing services aimed at relaxation, stress relief, and balancing the body's natural process to address any physical and or mental health challenges. 

  • We offer a range of services listed under the therapies tab on our website all aimed at improving health and wellbeing in the community. 

 

What to expect

Each session includes time for discussion/consultation and changing time if needed for the treatment, alongside follow-up suggestions, such as routine adjustments or referrals, if required. For example, for a 60-minute session, you’ll receive approximately 50 minutes of treatment this is to allow time for evaluation and to allow you to change.

For massages and any other appropriate treatment that requires access to the body please wear underwear that allows easy access to areas like the upper legs, glutes, and lower back. For a massage treatment, the practitioner may ask you to remove your bra for a full back massage, but if you are uncomfortable, techniques can be adjusted to your preference, please inform us in your session.

If you have any questions, feel free to email us in advance.

Before your session, details on how to find us, as well as a GDPR consent form and medical history form will be sent to you. Completing these forms before your appointment helps us maximize treatment time and start more promptly.

Please plan to arrive 10 minutes before your session, this allows room to adapt to any public transport delays and again get started more immediately with treatment.

Please note the session duration is stated at the time of the booking and cannot be extended if you arrive late, as other clients are scheduled immediately after.

 

Payment and Cancellation Policy

  • Payments can be made at the time of booking or alternatively, you may choose the pay later option. If pay later is selected, an invoice will be sent to you in advance.

 

  • Cancellations made less than 24 hours before the scheduled session will incur a cancellation fee. If you have chosen the 'pay later' option and cancel, with less than 24 hours' notice, the invoice will still be due as per Abuelita’s Wellbeing CIC cancellation policy.

 

  • Refunds will be issued at our discretion and only in cases of extenuating circumstances.

 

Health Disclaimer

  • Our services are not a substitute for medical advice, diagnosis, or treatment.

  • Clients should inform us of any specific conditions before the session, to tailor treatment accordingly. Please read the Medical History Form Carefully. If you forgot anything important at the time of submitting the form, please make the therapist aware of the health issue either before the session - contact them directly via email, or latest, in the studio, at the start of your session. 

 

Discounts & Special offers

  • Discounts & exclusive offers cannot be combined and are limited to one per booking.

  • If you have a voucher or discounted offer, only one can be applied per booking. (E.g. monthly special offers cannot be combined with a discounted voucher) 

  • To redeem a discount or voucher, please select the “Pay at the Venue” option when booking and add the voucher code or mention how you've heard about it - referred by a friend, referred by another therapist, etc. - in the section notes during your booking).

  • For referral discounts, the referred client must book using the provided link and choose the "Pay at Venue" option.

  • In case you accidentally made the payment online and remember afterwards that you have a discount, the discount can be applied to the next session. 

 

Packages and Deals

  • Individual packages are non-transferable and can only be used by the person specified at the time of purchase. 

  • Partner Packages are for the two individuals named at the time of purchase. Sessions can be shared between both, but only one person may attend a session at a time.

  • The package covers studio sessions only, home visits will incur an additional charge if required due to specific circumstances. Home visits can also be arranged for couples, with one person in the room at a time.

 

Additional Information

Abuelita’s Wellbeing CIC is on a mission to break accessibility barriers in accessing affordable holistic care specifically for those from disadvantaged backgrounds. By choosing us, you are contributing towards supporting physical and mental health challenges in the community. By booking with us you are not only treating yourself but are making a real difference to the community, enabling them to have the opportunity to experience the holistic care they deserve, which can be the first step into individuals rebuilding a more positive, balanced, and healthier life. You can read more about our mission here.

 

Inclusivity

We are an inclusive organisation. We also believe that everyone deserves access to services like ours. If you are having financial difficulties, or in low income and need support, please find more information here.

 

Insurance

If our treatments are covered by your insurance or employer, we will gladly provide all the paperwork and invoices you need to be reimbursed.

 

Privacy Policy

 

Disclaimer

Please note: Massages are strictly professional and not intended for sexual purposes. Any inappropriate behaviour will result in immediate termination of the session without a refund and a file to the police. Inappropriate behaviour and any form of abuse to our staff are not permitted or tolerated.

Abuelita's Wellbeing team

© Abuelita's Wellbeing 2024

17 Amhurst Terrace, London, Lower Clapton, E8 2BT

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