Lavender on the Hill is a professional wellness and manual therapy practice. All treatments are delivered within a therapeutic, ethical and professional framework, with client safety, dignity and comfort at the centre of our approach.
Appointments, Cancellations and No Shows
All appointments require a pre authorised card payment at the time of booking to secure the appointment. No payment will be taken unless our cancellation policy applies.
We require a minimum of 24 hours’ notice to amend or cancel an appointment. Appointments cancelled with less than 24 hours’ notice, or unattended appointments, will be charged at the full treatment rate.
As a small independent business, therapists are scheduled and paid specifically for your appointment. Late cancellations and no shows directly impact both the therapist and the business.
Late Arrival
If you arrive late for your appointment, your treatment time may be shortened in order to avoid disruption to subsequent clients. Where possible, and at the discretion of Lavender on the Hill and the therapist on the day, the full treatment time may still be provided. The full treatment fee will remain payable.
Payment
We accept all major credit and debit cards online and in store. All treatments must be paid for on the day of treatment and completed before leaving the premises.
Gift Vouchers
Gift vouchers are available to purchase online and in store. Vouchers are valid for six months from the date of purchase and must be presented prior to treatment. Gift vouchers are non refundable and cannot be extended beyond their expiry date.
Therapist Preference and Treatment Satisfaction
If you have a preference for a female or male therapist, please inform us at the time of booking and we will do our best to accommodate this.
If at any point during the first ten minutes of your treatment you feel uncomfortable or dissatisfied, please inform your therapist immediately so that adjustments can be made. If concerns are not raised during the session, the full treatment fee will remain payable upon completion.
Professional Boundaries and Conduct
Lavender on the Hill operates as a professional therapeutic environment. All treatments are strictly therapeutic and non sexual in nature.
Any inappropriate language, behaviour or conduct towards therapists or staff will result in immediate termination of the treatment, with the full fee remaining payable. Serious or repeated incidents may result in refusal of future bookings.
Etiquette and Environment
We encourage a calm and welcoming atmosphere. Clients are asked to be considerate of others who may be in treatment or in post treatment relaxation areas. Voices should be kept low and mobile phones placed on silent where possible.
Pregnancy
Clients must inform us at the time of booking if they are pregnant so that appropriate advice and treatment planning can be provided. For safety reasons, no treatments are offered during the first twelve weeks of pregnancy.
Health Conditions and Medical Disclosure
Clients must advise us at the time of booking of any medical conditions, injuries, recent surgeries, or medications they are taking.
On arrival, all clients are required to complete a health questionnaire. This information allows therapists to assess suitability and deliver safe and appropriate care. For certain medical conditions, written consent from a GP or consultant may be required before treatment can proceed.
Lavender on the Hill reserves the right to modify or decline treatment where safety cannot be assured. While every effort is made to deliver safe and effective treatment, individual responses to treatment may vary and specific outcomes cannot be guaranteed.
Therapist Qualifications
All treatments are delivered by appropriately qualified and insured therapists, working within their professional scope of practice.
Insurance and Claims
Some clients may wish to claim treatments through private health or wellbeing insurance. Coverage varies between insurers, individual policies, and therapists.
It is the client’s responsibility to confirm whether their insurance policy covers the treatment and the specific therapist providing it. Clients are encouraged to speak with our front of house team prior to treatment if they are unsure. We are happy to provide therapist qualifications or registration details where appropriate.
Lavender on the Hill is not responsible for declined or unsuccessful insurance claims.
Age Policy
Our treatments are primarily designed for adults. Clients under the age of eighteen may be treated with prior parental or guardian consent and may require a parent or guardian to be present, depending on the treatment provided.
Safeguarding, Consent and Privacy
Client dignity, comfort and privacy are central to our practice. Verbal consent is obtained before and during treatment, and clients may request adjustments or stop treatment at any time.
Appropriate draping will always be used. Only the area being treated will be exposed, and therapists will explain techniques clearly throughout the session.
We take safeguarding seriously and will act in accordance with relevant safeguarding guidance where concerns arise.
Data Protection and Confidentiality
All personal and medical information is treated as confidential and stored securely in accordance with UK data protection legislation. Information will only be shared where legally required or with explicit client consent.
Complaints
Any concerns or complaints should be raised with our management team so they can be addressed promptly, fairly and appropriately.
Right to Refuse Service
Lavender on the Hill reserves the right to refuse or discontinue treatment where it is deemed unsafe, inappropriate, or where these policies are not respected.
