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Customer FAQ's
General FAQs
Mobile massage services allow you to enjoy a professional massage in the comfort and privacy of your own home, hotel, or office. Instead of traveling to a spa or clinic, a qualified therapist brings all the necessary equipment, including a massage table and oils, directly to you. This service is designed to offer convenience and flexibility, making it ideal for those with busy schedules or those who prefer a more personalized experience.
Our mobile massage service is designed to be easy and hassle-free. You can book massages quickly through our website or app. The process is very simple; simply select the type of massage you want, choose your preferred therapist, and set your desired time and location. On the day of the appointment, your therapist will arrive fully equipped and set up the treatment area. After a brief verbal consultation to understand your preferences and any specific needs, the therapist will perform the massage. Once the session is complete, they will pack up and leave, allowing you to continue relaxing at home.
Booking a massage at home offers numerous benefits, including the convenience of not having to travel, increased comfort in a familiar environment, and the flexibility to fit the session into your schedule. It’s especially ideal for people with limited mobility, parents with young children, or anyone seeking a more private and personalized experience. After the session, you can immediately continue your relaxation routine without the hassle of commuting back home.
We provide mobile massage services throughout London and the surrounding areas. Our service coverage includes central London and extends to various boroughs. We also cover Surrey, Bucks & Herts and more. To see if we cover your specific location, simply enter your postcode on our therapist finder tool.
We offer a wide range of massage treatments, including Swedish, deep tissue, anti-cellulite, pregnancy, and lymphatic drainage massages. Each type of massage is designed to target specific concerns, whether you’re looking to relieve muscle tension, reduce stress, or improve circulation. You can read more about each treatment type on our treatments page.
Our therapists are self-employed highly skilled professionals with formal training from accredited institutions and certifications in various massage techniques. They are experienced in providing a range of massage services, from relaxation to therapeutic treatments. You can view their individual profiles on our website or app, which include their qualifications, areas of expertise, and individual customer reviews.
We maintain high standards by implementing a thorough selection process. All therapists go through rigorous vetting, including verification of their credentials, certifications, and a comprehensive background check. We also conduct practical assessments to evaluate their skills and professionalism. In addition, our therapists receive ongoing training and performance evaluations based on customer feedback to ensure they consistently deliver a high-quality experience.
Yes, all our therapists are trained in a variety of massage techniques, including Swedish, deep tissue, sports massage, and more. Once you select the treatment you want, our booking system will only display therapists who are accredited in that modality for selection.
Yes, we have a dedicated customer service team available to answer any questions or resolve concerns. You can reach us through our website’s live chat, via phone, or by emailing our support team. We’re here to assist you before, during, and after your appointment to ensure you have a smooth and enjoyable experience.
Our commitment to quality, transparency, and customer satisfaction is what makes us trustworthy. We only work with highly qualified therapists who have been thoroughly vetted and background-checked. Additionally, we have a strong customer service team to address any issues, and our platform uses secure payment gateways to protect your information. We believe in complete transparency, so you can view therapist profiles, reviews, and ratings before booking.
Yes, every therapist on our platform is verified and undergoes a detailed background check before joining our team. This includes verifying their certifications, conducting reference checks, and assessing their professional experience. We prioritize your safety and peace of mind, ensuring that only the most qualified and trustworthy professionals are available for your sessions.
We take customer feedback very seriously and strive to resolve any issues promptly. If you have a complaint, please contact our customer service team through email, phone, or live chat. We will review the details of your concern and take appropriate action, which may include providing a replacement session, issuing a refund, or offering additional support. Your satisfaction is our priority, and we are committed to addressing any issues to ensure a positive experience.
BOOKINGS & SCHEDULING
CANCELLING & RE-SCHEDULING
How do I cancel my booking? |
When will my therapist arrive? |
What if I’m running late to my booking? |
Can I contact my therapist directly? |
How do I amend my booking? |
Can I extend my treatment? |
Can I change my treatment or my therapist? |
BEFORE & AFTER YOUR MASSAGE
What should I expect during a home massage session? |
What should I prepare for my massage? |
Will the therapist provide oils and music for the treatment? |
What do I need to provide for the treatment? |
Will the therapist seak to me during the treatment? |
What level of pressure will be applied during the treatment? |
What is the dress code for the treatment? |
Do I need to tip my practitioner? |
What if I have specific requests or health concerns? |
PAYMENTS & REFUNDS
What are your massage prices? |
How do I pay for the service? |
Can I pay in cash or card? |
Are there any additional charges? |
Do you have any discount offers or loyalty programs? |
Can I add a gratuity for my therapist? |
What is your refund policy? |
How long do refunds take? |
THERAPIST SELECTION
How are your therapists qualified and vetted? |
Can I view profiles of all available therapists? |
How do I know which therapist is right for me? |
Can I choose a male or female therapist? |
Can I ask for a specific therapist to return? |
Can I read reviews of a specific therapist? |
REWARDS & LOYALTY
How do I redeem my discount? |
Can I use one account for multiple people in the same household? |
How do I earn stamps through social media? |
What happens after I use my discount? |
How do referrals for stamps work? |
HEALTH & SAFETY
What are your COVID-19 and general safety protocols? |
What if I feel uncomfortable during the session? |
Are your therapists trained in hygiene and safety? |
What measures do you take to ensure my safety and privacy? |
What should I do if I feel unwell before my session? |
Can I ask the therapist to wear a mask? |
Are there any conditions that might prevent me from getting a massage? |
TECHNICAL ASSISTANCE
How do I download your app? |
How do I create an account? |
I forgot my password; how do I reset it? |
How do I update my booking information? |
Why is the app showing no therapists available? |
How do I provide feedback about my session? |