Terms and Conditions
Last updated: 14 July 2026
These Terms and Conditions apply to appointments, treatments, gift vouchers and the use of the Fascia Massage website and online content.
Fascia Massage is operated by Anastasija Sarajeva, a self-employed sole trader trading as Fascia Massage. In these Terms, “Fascia Massage”, “the therapist”, “I”, “me” and “my” refer to the sole trader operating Fascia Massage.
Treatment address:
Fascia Massage
The Old Town Hall
4 Queen’s Road
Wimbledon
London SW19 8YB
Email: ana@fasciamassage.co.uk
By booking an appointment, purchasing a gift voucher or using this website, the client agrees to these Terms and Conditions.
1. About Fascia Massage
All treatments are provided personally by Anastasija of Fascia Massage.
Fascia Massage does not currently employ or provide alternative therapists. When a client books through the Fascia Massage website, the appointment is always with Anastasija.
Fascia Massage holds professional and public liability insurance appropriate to the treatments offered.
All appointments are subject to availability and are provided by appointment only. Walk-in appointments are not available.
2. Treatments offered
Fascia Massage provides services including:
Sports and remedial massage
Therapeutic massage
Myofascial release
Hot Deep Tissue massage
Therapeutic face massage
Stomach and respiratory massage
Face massage and stomach and respiratory work are provided within the wider categories of therapeutic, remedial and myofascial treatment.
Hot Deep Tissue massage combines hot stone massage techniques with deep-tissue techniques studied and used within sports massage.
The techniques used during an appointment will be discussed during the consultation and adapted where appropriate according to the client’s needs, preferences, health information and the therapist’s professional judgement.
3. Appointment duration
Appointments may be offered as 50-minute, 75-minute or 100-minute sessions, depending on the treatment selected.
The advertised appointment duration includes:
Consultation and assessment
Discussion of the proposed treatment
Undressing and dressing
The hands-on treatment
Any appropriate aftercare discussion
The entire appointment duration is not necessarily hands-on massage time.
Clients should arrive on time and be ready to begin the consultation at the scheduled appointment time.
Appointments must finish at the originally scheduled time because other clients may be booked immediately afterwards.
4. Booking and payment
All appointments must be booked and paid for in full through the Fascia Massage online booking system.
Fascia Massage does not take deposits. The full treatment price is payable when the booking is made.
American Express is not accepted.
A booking is confirmed when:
Full payment has been successfully received; and
A booking confirmation has been issued.
If the treatment is changed or extended by agreement on the day and an additional payment is required, the balance may be paid by card.
Prices displayed at the time of booking are the total treatment prices. There are no compulsory additional treatment charges unless the client agrees to change or add to the booked service.
5. Booking confirmation, reminders and contact details
Clients must provide correct and current contact information when making a booking, including:
Their full name
A valid email address
A valid mobile telephone number
Any other information reasonably required to administer the appointment
Fascia Massage sends a booking confirmation by email and may send an appointment reminder by text message.
These communications are sent for administrative and appointment-management purposes.
Clients must check their booking confirmation and contact Fascia Massage promptly if any information is incorrect.
Correct contact details are required so Fascia Massage can communicate important information, including:
Appointment confirmations and reminders
Changes to an appointment
Therapist illness or emergency
Building access problems
Closures or evacuations
Fire alarms or safety incidents
Other urgent information affecting the appointment
Appointment reminders are provided as a courtesy. Clients remain responsible for remembering, managing and attending their appointments even if a confirmation or reminder:
Is not received
Is delayed
Is sent to an incorrect address or number supplied by the client
Is filtered into a spam or junk folder
Is blocked by the client’s telephone or email provider
Cannot be delivered because the client’s details are out of date
Not receiving a confirmation or reminder does not remove the client’s responsibility under the cancellation, rescheduling, late-arrival or no-show policies.
Fascia Massage is not responsible for missed or delayed communications caused by incorrect, incomplete or outdated details supplied by the client, except where responsibility cannot legally be excluded.
Appointment confirmations and reminders will not contain promotional material unless the client has separately agreed to receive marketing communications.
6. Statutory cancellation rights for online purchases
The 14-day cancellation right:
When a client books an appointment or buys a gift voucher online, have 14 days from the date of purchase to cancel and receive a full refund.
Booking an appointment within the 14-day period:
Where a client books an appointment that takes place within 14 days of purchase, they will be asked during the booking process to:
Expressly request that the service be provided within the cancellation period; and
Acknowledge that once the treatment has been fully provided, the right to cancel is lost.
If the client cancels after requesting early performance but before the treatment takes place, Fascia Massage may deduct a proportionate amount for any part of the service already provided. The separate cancellation policy in section 7 also applies.
How to cancel under this right:
To cancel, email ana@fasciamassage.co.uk clearly stating the wish to cancel the booking or purchase. Refunds under this right are made within 14 days to the original payment method.
Relationship with the cancellation policy
This statutory right operates alongside the Fascia Massage cancellation policy in section 7. Where the statutory right applies, it takes priority. Nothing in these Terms removes a statutory cancellation right where one applies.
7. Cancellation policy
Clients may cancel an appointment and receive a full refund by providing at least 24 hours' notice before the scheduled appointment time.
When less than 24 hours' notice is provided:
50% of the appointment price will be refunded; and
50% of the appointment price will be retained as a late-cancellation charge.
This charge reflects the appointment time reserved exclusively for the client and the limited opportunity to offer the appointment to another person at short notice.
Where Fascia Massage is able to fill the cancelled appointment at short notice, the cancellation charge may be reduced or waived. This is discretionary and is not guaranteed.
Refunds will be returned to the original payment method within 14 days of the cancellation being accepted. The time taken for the funds to appear may depend on the client's bank or payment provider.
Nothing in this cancellation policy affects any statutory right that cannot legally be excluded.
8. Rescheduling
Rescheduling is subject to the same notice requirements as cancellation.
An appointment may be rescheduled without charge where at least 24 hours’ notice is provided.
When less than 24 hours’ notice is provided, the change may be treated as a late cancellation and the 50% late-cancellation charge may apply.
Where a late reschedule is accepted as a gesture of goodwill, moving the appointment does not remove or reset any cancellation charge already incurred for the original appointment.
A client cannot avoid a late-cancellation charge by:
Rescheduling an appointment with less than 24 hours’ notice; and then
Cancelling the new appointment after it has been moved.
The date and time of the original appointment may be considered when calculating any applicable cancellation charge.
The same booking may be rescheduled a maximum of three times.
After three reschedules, Fascia Massage may cancel the booking and refund the remaining unused payment, less any valid cancellation charges already incurred.
9. Emergencies and exceptional circumstances affecting the client
Genuine emergencies may be considered individually and at the reasonable discretion of Fascia Massage.
The client may be asked to provide reasonable supporting evidence before an exception, credit or additional refund is considered.
An exception is not guaranteed.
Any exception previously offered does not create an entitlement to the same exception for a future booking.
10. Late arrival
Clients should arrive on time for their appointment.
If a client arrives late:
The consultation and treatment may need to be shortened.
The appointment will still finish at the originally scheduled time.
The full appointment price remains payable.
No refund will be given for treatment time lost because of the client’s late arrival.
The therapist may need to modify the planned treatment to fit the remaining time safely.
A client arriving 35 minutes or more after the scheduled start time will normally be treated as a no-show.
The therapist may also treat an earlier arrival as a no-show where there is insufficient time remaining to complete the consultation and provide a safe and appropriate treatment.
11. No-show
A no-show occurs in the circumstances described in section 10, including where a client does not attend, or arrives too late for a safe and appropriate treatment to be provided.
No-shows are not eligible for a refund because the appointment time was reserved exclusively for the client and cannot reasonably be offered to someone else once the appointment has begun.
Where Fascia Massage is nevertheless able to fill the appointment at short notice, it may choose to reduce the charge or offer a partial credit. This is discretionary and is not guaranteed.
Genuine emergencies will be considered under section 9.
12. Cancellation by Fascia Massage
Fascia Massage may occasionally need to cancel, delay or rearrange an appointment because of:
Therapist illness or injury
A personal or family emergency
Unsafe premises
Building access problems
Loss of essential building services
Severe weather or travel disruption
An instruction from building management or emergency services
Another circumstance outside the reasonable control of Fascia Massage
If Fascia Massage cancels an appointment before it begins, the client will be offered:
A full refund; or
The opportunity to reschedule.
As Fascia Massage is operated by one therapist, an alternative therapist cannot be provided.
To the fullest extent permitted by law, Fascia Massage is not responsible for indirect costs or losses caused by the cancellation, including:
Travel or parking expenses
Childcare costs
Loss of earnings
Missed appointments or commitments
Accommodation costs
Other indirect or consequential expenses
This does not limit any responsibility that cannot legally be excluded.
13. Fire alarms, evacuations and emergency interruptions
If a fire alarm, building evacuation or other emergency occurs during an appointment, the treatment will stop immediately.
Clients must follow the therapist’s instructions and all building safety and evacuation procedures.
Treatment will only resume where:
It is safe and permitted to return to the treatment room;
There is sufficient appointment time remaining; and
The therapist considers it safe and practical to continue.
A brief interruption or the loss of a small amount of treatment time because of a fire alarm, evacuation or other emergency will not normally entitle the client to:
An extension of the appointment
A refund
A replacement treatment
Financial compensation
Appointments must still finish at the originally scheduled time where another client is booked afterwards.
Where an emergency means that the treatment cannot begin, cannot safely resume or is materially shortened, Fascia Massage will consider the amount of treatment already provided and the circumstances of the interruption.
Where appropriate or legally required, the remedy may include:
Resuming the treatment where safely possible
Rescheduling the remaining treatment time
Providing an appointment credit
Providing a proportionate refund
Providing a full refund where no meaningful part of the service was supplied
Fascia Massage does not provide additional compensation for indirect expenses or losses caused by a fire alarm, evacuation or emergency, including travel costs, parking, childcare, loss of earnings or missed commitments.
Nothing in this section excludes or limits a statutory consumer right or other responsibility that cannot legally be excluded.
14. Consultation forms and health information
Every new client must complete a consultation form before their first appointment.
Clients will normally be asked to complete or update their consultation form every six months so that the information held by Fascia Massage remains accurate and current.
Clients must not wait for the six-month review to report a change in their health.
Clients are responsible for providing honest, complete and accurate information about matters including:
Medical conditions
Injuries
Pain or unexplained symptoms
Pregnancy or possible pregnancy
Medication
Allergies and skin sensitivities
Recent surgery or medical procedures
Current or recent infections
Changes in sensation
Circulatory conditions
Neurological conditions
Advice or restrictions given by a doctor or healthcare professional
Any other information that may affect whether massage is suitable
Clients must tell the therapist about relevant changes before every appointment.
Fascia Massage may decline, modify, postpone or stop a treatment where:
Relevant health information has not been provided;
Information appears to be incomplete or inaccurate;
Treatment may be unsafe or inappropriate;
Medical assessment or clearance is required;
The requested treatment falls outside the therapist’s professional scope.
A client may be asked to obtain advice, diagnosis or clearance from an appropriate healthcare professional before receiving treatment.
Fascia Massage is not responsible for consequences arising from important information being deliberately or negligently withheld, misstated or omitted by the client, except where responsibility cannot legally be excluded.
15. Pregnancy
Fascia Massage does not currently provide treatments during pregnancy.
Clients must disclose known or possible pregnancy before attending.
Fascia Massage may cancel, postpone or decline a treatment where pregnancy is disclosed or reasonably suspected.
16. Medical disclaimer
Massage, myofascial release and related bodywork are complementary services.
They are not a substitute for:
Medical diagnosis
Medical advice
Medical treatment
Physiotherapy or another regulated healthcare service
Emergency medical care
Advice from a doctor or other appropriately qualified healthcare professional
Fascia Massage does not diagnose medical conditions.
The therapist’s observations, explanations and suggestions must not be understood as a medical diagnosis.
Clients experiencing unexplained, severe, worsening or persistent symptoms should seek assessment from an appropriate healthcare professional.
Clients are responsible for deciding whether to book or continue treatment based on the information available to them and any medical advice they have received.
17. Consent to treatment and professional touch
Before treatment begins, the therapist will discuss:
The client’s relevant health information
The proposed treatment
The areas of the body that may be treated
Positioning and draping
Pressure and techniques
Any reasonable alternatives or modifications
By agreeing to proceed, the client gives informed consent to the treatment discussed during the consultation and to appropriate professional touch.
Consent is ongoing and may be changed or withdrawn at any time, including during the treatment.
Clients may:
Ask for pressure to be increased or reduced
Ask for a technique to be changed
Ask for their position to be changed
Decline treatment of a particular area
Request additional draping
Pause the treatment
End the treatment at any time
If the client asks for the treatment to stop, they should communicate clearly and, where possible, remain still while the therapist safely removes their hands, equipment, towels or hot stones and helps the client reposition.
The therapist may also pause, modify or end the treatment where continuing would be unsafe, inappropriate or outside the therapist’s professional scope.
18. Communication during treatment
Massage pressure and each client’s experience of pressure are subjective.
Clients agree to communicate honestly and clearly during the treatment if:
The pressure feels too strong or too light
A technique feels uncomfortable
A position causes discomfort
They experience pain, dizziness or nausea
They experience numbness or changes in sensation
They feel anxious or distressed
They would like the treatment to pause or stop
The therapist will make reasonable adjustments in response to the client’s feedback.
Fascia Massage cannot respond to discomfort that has not been communicated and is not reasonably apparent to the therapist.
Clients should not assume that a treatment must be painful to be effective.
19. Treatment outcomes and satisfaction
Responses to massage and bodywork differ between individuals.
Fascia Massage does not guarantee:
Pain relief
Recovery from an injury
Increased mobility
Changes in posture
Changes in appearance
Relaxation
Improved sleep
Improved sports performance
Any particular physical, medical or emotional outcome
More than one appointment may be required. In some cases, massage may not be the most appropriate service.
A refund will not be provided solely because:
The client did not enjoy the style or sensation of the treatment
The pressure did not match an uncommunicated preference
The client did not achieve the outcome or benefit they hoped for
Symptoms returned after the treatment
The client later decided that massage was not suitable for them
The treatment was different from a previous massage received elsewhere
Clients are encouraged to communicate their preferences during the consultation and treatment so reasonable adjustments can be made.
This section does not affect the client’s statutory rights where a service has not been provided with reasonable care and skill, has been materially misdescribed or has otherwise breached applicable consumer law.
20. Possible after-effects and underlying conditions
Some clients may experience temporary effects during or following treatment, including:
Tenderness
Muscular soreness
Tiredness
Light-headedness
Temporary sensitivity
Changes in body awareness
A temporary increase or change in existing symptoms
Massage and bodywork may sometimes temporarily irritate or aggravate symptoms associated with an underlying injury or medical condition, particularly where the underlying issue has not yet been medically assessed or diagnosed.
The therapist cannot guarantee that treatment will be free from every temporary reaction or that an undiagnosed condition will not become more noticeable following treatment.
Clients experiencing unusual, severe, worsening or persistent symptoms should seek assessment and diagnosis from an appropriate healthcare professional.
Nothing in these Terms excludes responsibility for negligent treatment or any other liability that cannot legally be excluded.
21. Refusing or ending a treatment
Fascia Massage may decline, postpone, modify or immediately stop a treatment where:
Treatment appears medically unsafe or inappropriate
The client appears intoxicated or affected by recreational drugs
The client has failed to provide relevant health information
The client behaves aggressively, abusively or threateningly
The client behaves sexually or inappropriately
The therapist’s professional or personal boundaries are ignored
The therapist, client or another person may be placed at risk
The requested service falls outside the therapist’s qualifications or professional scope
Continuing would breach professional, ethical, insurance or legal requirements
Massage is a professional therapeutic service.
Sexualised comments, requests, intentional exposure, touching of the therapist or other inappropriate conduct will not be tolerated.
Where an appointment is declined or ended because of inappropriate conduct, intoxication, withheld information or another matter within the client’s control:
50% of the appointment payment will normally be retained to cover the time reserved; and
Any remaining refund will be considered according to the circumstances and applicable law.
Serious conduct may be reported to building management, the police or another appropriate authority.
Fascia Massage may refuse future bookings from a client whose behaviour has been unsafe, abusive, dishonest or inappropriate.
22. Clients under 18
Clients under the age of 18 may only receive treatment with the prior agreement of Fascia Massage.
A parent or legal guardian must:
Make or approve the booking
Provide relevant health information
Give consent where required
Accompany the young person to the appointment
Remain present during the consultation and treatment unless Fascia Massage expressly agrees otherwise
The young person’s own wishes and consent will also be respected.
Treatment will not proceed if the young person does not wish to receive it.
Fascia Massage may decline an under-18 booking where the requested treatment is not considered appropriate.
Gift vouchers cannot be purchased by or redeemed by anyone under 18 (see section 24).
Under-18 treatments must be booked directly with Fascia Massage.
23. Personal belongings
Clients remain responsible for their clothing, jewellery, mobile phones, bags and other belongings while attending Fascia Massage.
Fascia Massage is not responsible for loss, theft or damage to personal belongings unless caused by negligence or where responsibility cannot legally be excluded.
Clients should remove jewellery or valuable items where requested before treatment.
24. Gift vouchers
Unless a different validity period is clearly stated when purchased, Fascia Massage gift vouchers are valid for three months from the date of purchase.
Gift vouchers:
May only be purchased by persons aged 18 or over
May be used by any medically suitable person aged 18 or over
May be transferred to another suitable person aged 18 or over during the validity period
Cannot be exchanged for cash
Cannot be exchanged for unrelated goods or services
Are not refundable after any applicable statutory cancellation period has expired
Must be redeemed before the stated expiry date
Cannot normally be extended after expiry
A voucher purchased for a named treatment may be redeemed for that treatment during its original validity period without an additional payment solely because the standard treatment price has subsequently increased.
The original value of the gift remains valid until the voucher expires.
The purchaser and recipient are responsible for checking that the intended recipient is medically suitable for massage before attending.
Purchasing or receiving a voucher does not guarantee that treatment will be medically or professionally appropriate.
Where the intended recipient cannot receive treatment, the voucher may be transferred to another medically suitable person aged 18 or over during the original validity period.
Nothing in this section affects statutory rights that cannot legally be excluded.
25. Exercises, stretches and self-care guidance
Exercises, stretches, breathing practices, movement examples and self-care suggestions provided:
During an appointment
By email
On the Fascia Massage website
Through social media
In newsletters
In videos or downloadable materials are provided for general guidance and educational purposes.
They are not:
A personalised medical prescription
A medical diagnosis
A substitute for physiotherapy
A substitute for medical assessment
Guaranteed to be suitable for every person or health condition
Clients should work within a comfortable range and stop an exercise or practice if it causes:
Pain
Dizziness
Numbness
Breathlessness
Significant discomfort
Worsening symptoms
Clients are responsible for deciding whether to follow general self-care suggestions.
Clients who are uncertain about suitability should seek advice from an appropriate healthcare or exercise professional.
26. Website and educational information
Information provided through the Fascia Massage website, blog, social media accounts, videos, newsletters and downloadable materials is for general educational purposes.
It must not be used to:
Diagnose a medical condition
Treat a medical condition without appropriate professional advice
Replace medical care
Delay seeking medical advice
Decide whether emergency care is required
References to possible benefits describe general treatment aims or reported experiences and do not guarantee a particular result.
Information may be updated as professional practice, available research and services develop.
While reasonable care is taken when preparing educational content, Fascia Massage does not guarantee that every page or publication will always be complete, current or applicable to every person.
27. External websites and resources
The Fascia Massage website, emails or social media accounts may contain links to external websites, booking systems, podcasts, videos, research papers or other resources.
These links are provided for convenience and general information.
Fascia Massage does not control external content and is not responsible for:
Its accuracy or completeness
Its availability
Its privacy practices
Its advice or recommendations
Any products or services offered by a third party
The inclusion of a link does not necessarily represent endorsement.
28. Website content and intellectual property
Unless otherwise stated, written content, photographs, graphics, branding, videos and original materials published by Fascia
Massage belong to Fascia Massage or are used with permission.
Content may not be copied, reproduced, republished, altered or used commercially without prior written permission, except where permitted by law.
Clients and website visitors may save or print reasonable extracts for their own personal and non-commercial use.
29. Privacy and client records
Fascia Massage collects and uses personal information, including health information, for purposes including:
Managing appointments
Assessing suitability for treatment
Maintaining treatment records
Processing payments and refunds
Sending booking confirmations and reminders
Communicating appointment changes
Meeting professional, insurance and legal responsibilities
Responding to complaints or concerns
Personal information will be handled in accordance with applicable data-protection law and the Fascia Massage Privacy Policy.
The Privacy Policy should be read separately from these Terms and Conditions.
The Fascia Massage Privacy Policy is available at [link to Privacy Policy page].
Client consultation and treatment records are retained for as long as reasonably required to meet professional, insurance and legal responsibilities, as described in the Privacy Policy.
30. Complaints
Questions, concerns or complaints should be sent to:
The client should include, where possible:
Their name
The appointment date
The treatment booked
A clear description of the concern
The outcome they are requesting
Fascia Massage will aim to provide an initial response within seven working days.
Some complaints may require additional time to investigate. Where this happens, the client will be informed.
If a complaint cannot be resolved directly, clients may seek independent advice, including from Citizens Advice.
Fascia Massage is not currently a member of an approved Alternative Dispute Resolution (ADR) scheme and is not obliged to use one. Where required by law, Fascia Massage will inform the client of a relevant certified ADR provider and confirm whether it is willing to use that provider for the complaint in question.
Nothing in this complaints process prevents a client from exercising their statutory rights or obtaining independent advice.
31. Liability and statutory rights
Fascia Massage will provide treatments and other services with reasonable care and skill.
Nothing in these Terms excludes or limits liability for:
Death or personal injury caused by negligence
Fraud or fraudulent misrepresentation
Breach of statutory consumer rights
Any other liability that cannot legally be excluded or limited
Subject to those protections, Fascia Massage is not responsible for losses that:
Were not reasonably foreseeable when the booking was made;
Resulted from inaccurate or withheld information provided by the client;
Were caused by the client failing to follow reasonable safety or aftercare instructions; or
Relate to business, commercial or professional losses arising from a personal consumer booking.
Nothing in these Terms affects the client’s statutory rights.
32. Events outside reasonable control
Fascia Massage is not responsible for a delay, interruption or failure to provide a service caused by an event outside its reasonable control.
This may include:
Fire or a suspected fire
A fire alarm or evacuation
Flooding or water damage
Power, heating or water failure
Building closure
Unsafe premises
Severe weather
Transport disruption
Public-health restrictions
Security incidents
Emergency-services instructions
Building-management instructions
Another comparable emergency or disruption
Where such an event affects an appointment, Fascia Massage will follow the cancellation and emergency-interruption provisions in these Terms.
Nothing in this section removes a remedy that must be provided under applicable consumer law.
33. Changes to treatments, prices and Terms
Fascia Massage may change its:
Treatment descriptions
Treatment availability
Opening hours
Prices
Website content
Terms and Conditions
from time to time.
The price and important terms applying to an appointment will normally be those displayed and accepted when the booking was made.
Updated Terms will apply to future bookings and purchases from the date they are published.
Changes will not remove statutory or contractual rights already acquired under an existing booking unless required by law or expressly agreed with the client.
34. Severability
If any provision of these Terms is found to be invalid, unlawful or unenforceable, the remaining provisions will continue to apply.
The affected provision will be interpreted or adjusted only to the minimum extent necessary to make it lawful and enforceable.
35. No waiver
If Fascia Massage does not immediately enforce a provision of these Terms, this does not mean that the provision has been waived.
An exception made for one client or appointment does not require Fascia Massage to make the same exception in another situation.
36. Governing law and jurisdiction
These Terms and Conditions are governed by the laws of England and Wales.
The courts of England and Wales will have jurisdiction, subject to any mandatory consumer right allowing a client to bring proceedings in another part of the United Kingdom or in their place of residence.
37. Contact
Questions about these Terms and Conditions may be sent to:
Fascia Massage
The Old Town Hall
4 Queen’s Road
Wimbledon
London SW19 8YB
Email: ana@fasciamassage.co.uk