Our commitment to our clients

  • Treatments will only be conducted if Roberta King deems the treatment safe for the client to receive
  • GP/Consultant permission may be required before treatments can be provided

Inappropriate Behaviour

  • Roberta King 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 Roberta King 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 Roberta King’s discretion.
  • The cancellation fee must be paid within 7 days of the cancellation
  • Roberta King has the right to cancel a treatment by giving 24 hours’ notice
  • Roberta King 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
  • Roberta King has the right to cancel a treatment without notice if the client is intoxicated or inebriated
  • Roberta King commits to rearranging treatments to a new time and date within two weeks of the cancelled treatment where possible

Vouchers

  • 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

Feedback Forms

  • Feedback forms will be sent to clients at Roberta King’s discretion
  • Content may be used in publicity material and on the website, with the permission of the author

Website Content

  • Website content will be authorised and managed at Roberta King’s discretion, including testimonials
  • Photographs will only be displayed with the consent of the people in the photograph
  • Photograph consent may be obtained by Roberta King verbally, or in writing if the client completes a photo release form
  • Photo release forms can be requested by phone or email

Payment

  • Roberta King accepts payment in cash, by cheque, 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
  • For online bookings, only payments made in full through PayPal will be accepted

Privacy

  • 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 Roberta King
  • All clients must complete a consultation form prior to receiving treatments
  • By signing the consultation form, clients are giving Roberta King 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 Roberta King, this must be emailed to the address specified at www.robertaking.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