policies & procedures
At the urban retreat it is our mission to provide professional therapeutic services in a warm, relaxing, friendly environment
In our commitment to offer a unique and outstanding experience to all of our customers and out of consideration for our therapists we have adopted the following policies:

Arrival for your Treatment
Please arrive at the time of your appointment, we operate a locked door appointment only service, this enables our customers and our therapists to maintain a safe quiet space where your treatment is given as uninterrupted as possible.
All treatment sessions have a specific time frame.
If you arrive late, your treatment time may be shortened in order to keep on schedule
Full treatment cost will be charged.

Cancellation Policy and Fees
Your treatment time is reserved exclusively for you.
We value your custom and ask that you understand and respect our policies.
Should you need to cancel or reschedule, please notify us at least 72 hours in advance.
Any cancellations or reschedule requests with less than 48 hours notice will incur loss of part or full payment made, this includes bookings made with gift vouchers..
Clients who miss their appointments (no show) without giving any prior notification or cancel the same day will be charged in full for the booked treatment.
We recognize that the time of our clients and team is valuable so implemented these policies to protect our small business and those wishing to book appointments.
To keep our prices so affordable and our small business open we must adhere to our policies.
We ask that you understand and respect our position.
As much as we appreciate you and understand that sometimes things happen to prevent you attending there reluctantly can be NO exceptions.
By booking you are agreeing to our policies

Existing and New Medical Conditions
It is the responsibility of the customer to keep the urban retreat informed of any medical treatment currently being taken, and to provide written permission from your Doctor, chiropractor, etc if deemed necessary by your therapist.
You must also keep us informed of any changes in health conditions, medication, recent surgeries or allergies.
This is advised on your booking confirmation and must be sent to us prior to your appointment ensuring your continued care

Confidentiality
We treat all of our customers with the utmost confidentiality and professionalism.
As such, we will not discuss your visit, treatment needs or any health conditions with anybody outside of our team without your permission.
All information held meets GDPR and is not accessible by anyone other than those employed at the urban retreat.

Respecting Needs and Boundaries
Our Massage Therapists are happy to adjust pressure, adapt massage technique or work a little longer on an area if it is within the remit of the treatment you have booked.
Treatments and therapies must be mutually respectful professional and comfortable.
You may stop the treatment at any time should you feel uncomfortable.
Your therapist also reserves this same right.

Your dignity will be maintained at all times.
You will always be modestly covered, only the area being massaged will be exposed.
Prior to treatment we will inform you of the treatment and discuss any areas you may be uncomfortable with.
Some treatments do require you to bare a little more, we do our utmost to ensure dignity even during therapies such as bottom or abdomen contouring
Sexual interaction or discussion of any kind between the client and the massage therapist is NEVER appropriate and will result in the termination of treatment.

commitment to customer and team wellbeing
We operate a massage cap policy, this is to ensure you receive the very best from your therapist.
Maintaining our therapist welfare is a priority.
We closely monitor the safe number of massages our therapists can perform in any working shift, especially important with more advanced massages such as deep tissue or Thai massage.
We cap not only the number of massages they perform but also the duration of massage in any one treatment session.
Longer sessions may need to be split between two therapists.
Therapist physical wellbeing and emotional welfare is paramount for our customers continued self care, the business and therapists alike.