How can we help?
BOOKINGS & SCHEDULING
You can book through our website or use our mobile app. Start by selecting the type of massage you want, your preferred date and time, and your location. You’ll then be able to see a list of available therapists. Once you select your therapist, proceed to payment and complete your booking. You will receive a confirmation via email with all the details of your appointment.
Yes, you can! When booking a massage, you will see profiles of available therapists in your area, including their bios, specialties, and reviews from past clients. You can select a specific therapist based on your preference, ensuring that you get the right fit for your needs. If your chosen therapist is unavailable, you can choose another therapist or opt to be matched with one of our trusted professionals.
Our service is on-demand and a therapist can be at your door in 60 minutes. This of course depends on therapist availability, which can vary from one area to the next. Ideally it’s recommended to book at least 24 hours in advance to ensure the widest selection of therapists and times. For peak periods (evenings and weekends), it’s a good idea to book 2-3 days in advance to secure your preferred therapist.
If you need to change your therapist or time slot, you can easily modify your booking through our app or by contacting our customer service team. Whether or not we can accommodate your request depends on therapist availability but we always do everything we can to help out.
We understand that your time is valuable, and punctuality is a priority for us. If your therapist is running late due to unforeseen circumstances, you will be notified immediately. You can choose to wait for the therapist or reschedule your appointment without any additional charges. If the delay is significant, you are entitled to a partial refund or an extended session, depending on the situation.
While we do our best to avoid cancellations, sometimes unforeseen events may occur. If your therapist cancels or is unable to show up, we will inform you as soon as possible and offer a replacement therapist or reschedule the session at no extra cost. If neither option works for you, you can choose to receive a full refund.
Yes, the minimum booking time for a massage session is 60 minutes. This ensures that you receive a full therapeutic experience, allowing our therapists to provide a high-quality treatment. If you would like a longer session, we also offer 90-minute and 120-minute options.
Once you complete your booking through our app or website, you will receive an email confirmation with your booking details. The booking will also then be available under your ‘upcoming bookings’ page of the app. This page gives you booking options like ‘contact my therapist’ and ‘cancel my booking’ among others.
CANCELLING & RE-SCHEDULING
The easiest way to cancel your booking is through the app. Just go to bookings, then go to ‘upcoming’ tab to display all future appointments. There’s a ‘cancel’ button on the appointment.
Your therapist will typically arrive 5 minutes before your scheduled start time to allow for setup and a brief verbal consultation to understand your preferences. This ensures that your full treatment time is dedicated to the massage itself. If there are any delays, our support team will notify you in advance.
If you’re running late, please inform us as soon as possible through the app or by contacting our customer service team. While your therapist will wait for up to 15 minutes, your session time may be shortened to accommodate other bookings. If you’re more than 15 minutes late, the session may be considered cancelled, and a cancellation fee could apply.
Yes, you can do so through our in-app mesaging function. You can also communicate any special requests or instructions through the info tab of the app by setting a default message. This default message will be sent to your therapist automatically each time you book. If you’re having trouble reaching your therapist directly you can also contact our support team who can relay a message to the therapist before the session.
Due to potential scheduling clashes you cannot do this without contacting either your therapist or customer support. The best thing to do is message your therapist directly through the app to ask if they can accomodate your request but you can also contact support as well.
Yes, if you wish to extend your treatment, you can do so during the session if the therapist’s schedule allows. Please discuss this with the therapist during your appointment, and they will notify us to update your booking and adjust the payment accordingly. Alternatively, you can pre-book a longer session through our app before your appointment starts.
The best way to do this is by cancelling your booking and making a new booking. However, if you only want to change your treatment you can ask your therapist if they offer the modality you want. As we charge based on treatment duration and not treatment type this will not be an issue provided the therapist is capable of providing said treatment.
PAYMENTS & REFUNDS
Our pricing varies depending on the massage duration, as well as the day and time. For a standard 60-minute massage, prices start at £68. We also offer 90-minute and 120-minute sessions for those who prefer longer treatments. You can view our full pricing details on our Pricing Page or during the booking process on our app or website. Note that any applicable promotions or discounts will be automatically applied at checkout.
We accept payments through our website or mobile app using major credit and debit cards. The app has a wallet for your convenience which lets you can save a payment card, as well as Apple Pay and Google pay. We use Stripe to process all payments safely and securely.
For everyone’s convenience and safety, we do not accept cash payments for our services.
Our prices are transparent, and there are no hidden charges. The price you see during booking is the total amount for your session and this includes any travel costs incurred by the therapist.
Yes, we offer a generous loyalty programs for our valued customers and sometimes offer various discounts for new clients! We also have a referral program—invite friends and earn stamps towards your £50 discount.
Absolutely! You can add a gratuity for your therapist during the booking process or after the session through our app or website. This gesture is entirely optional but greatly appreciated by our therapists. The gratuity amount will go directly to your therapist as a token of your appreciation for their service.
We understand that sometimes plans change unexpectedly. If you need to cancel your session, you can do so without any penalty up to 3 hours before your appointment. Cancellations made on less than 3 hours notice are 50% refundable. Cancellations made with less than 2 hours notice and no-shows are non-refundable. If you are not satisfied with your session, please reach out to our support team, and we’ll be happy to address your concerns.
Refunds are typically processed within 5-7 business days, depending on your bank or payment provider. You’ll receive an email confirmation once the refund has been issued. If you haven’t received your refund within this timeframe, please contact our support team for assistance.
before & after massage
Your therapist will arrive at your location with all the necessary equipment, including a massage table, clean linens, and oils. They will set up the treatment area before doing a quick verbal consultation and asking you about your preferences (such as pressure level and areas of focus). The therapist will then perform the massage according to your specifications. Afterward, they will pack up their equipment and leave your space as it was found, leaving you free to relax in the comfort of your own home.
Clear a space where the therapist can set up the massage table comfortably. This area should be quiet, private, and have enough room for the therapist to move around the table. You’ll also need 2 large towells. For health and safety reasons our therapists don’t carry towells with them. You may also want to dim the lights and set your phone to silent mode to create a relaxing environment. If you have specific music preferences, feel free to play your favorite calming tracks. Make sure to discuss any preferences or concerns with your therapist before the session begins.
Yes, our therapists come fully equipped with a range of professional-grade oils suitable for different skin types. If you have a preference for unscented or hypoallergenic oils, please let the therapist know. While some therapists may bring their own music, you are welcome to use your own playlist if there’s something specific you’d like to listen to during your treatment.
You don’t need to provide much—just a quiet, comfortable space for the therapist to set up. If you have a preferred type of oil, lotion, or music, you can have that ready. We recommend keeping an extra towel or blanket nearby in case you need additional coverage for warmth. The therapist will bring everything else, including the massage table, clean linens, and any additional equipment needed for your session.
The therapist will communicate with you at the start of the session to understand your preferences and ensure your comfort. During the massage, they will keep conversation to a minimum, allowing you to fully relax. However, feel free to speak up if you need the pressure adjusted, want to focus on a different area, or have any other requests. Your comfort and satisfaction are our top priorities.
The pressure level is entirely up to you! Our therapists are trained to offer a range of pressure levels, from light and gentle to deep tissue. During the initial consultation, your therapist will ask about your preferred pressure and will check in periodically throughout the session. If you’d like to adjust the pressure at any time, simply let the therapist know.
You should undress to your comfort level. Many clients prefer to undress completely, while others choose to keep their underwear on—whatever makes you feel comfortable. You will be draped with a sheet or towel throughout the session, and only the area being worked on will be exposed. Our therapists are trained to follow strict draping protocols to ensure your comfort and privacy at all times.
While tipping is not required, it’s always appreciated as a gesture of gratitude for a great service. If you’d like to tip your therapist, you can do so through our app or in cash after the session. You can also leave a review to express your satisfaction, which goes a long way in supporting our therapists.
Your safety and comfort are our top priorities. If you have any health concerns, recent injuries, or specific requests, please inform the therapist before the session begins. This information will help them tailor the treatment to your needs and ensure a safe, effective session. If you’re unsure whether a massage is suitable for you due to a medical condition, we recommend consulting with your healthcare provider first.
Therapist SELECTION
All our therapists are thoroughly vetted and qualified to ensure you receive the highest quality of service. Each therapist is required to have formal training from an accredited institution and must possess relevant certifications in massage therapy. Additionally, we conduct background checks and personal interviews to evaluate their professionalism and skills. Only therapists who meet our rigorous standards are accepted into our team, ensuring that you’re always in safe and capable hands.
Yes, you can! When you browse through our app or website, you’ll be able to view profiles of all available therapists in your area. Each profile includes a bio description, areas of expertise, qualifications, and customer reviews. This allows you to choose a therapist that best suits your preferences and needs.
Selecting the right therapist depends on your specific needs and preferences. Each therapist profile on our app or website includes details about their specialties, such as deep tissue, Swedish, or sports massage. You can also read client reviews and see ratings for additional insights. If you’re unsure, feel free to contact our support team for personalized recommendations based on your requirements.
Yes. There is a therapist gender filter which will allow you specify which gender therapist you’d prefer to use.
Absolutely! If you’ve found a therapist that you enjoy working with, you can re-book them simply by navigating to ‘previous bookings’ in the app and selecting the ‘re-book therapist’ option. You can then view their calendar to find open availability slots. If their calendar is closed you can message them through the app to find out when they might be back online. Remember, therapists set their own availability and we have no control over their schedules.
Yes, all our therapists have individual profiles that feature reviews and ratings from past clients. These reviews are available on our app and website to help you make an informed decision. Reading reviews can give you a sense of the therapist’s style, strengths, and client satisfaction, making it easier to choose the right professional for your needs.
Health & safety
All therapists are required to sanitize their equipment, hands, and any high-touch surfaces before and after each session. They can wear face masks upon advanced request and practice proper hygiene throughout. In addition, therapists are obliged to cancel any bookings if they feel unwell, to ensure they are symptom-free. We also encourage clients to reschedule if they feel unwell, ensuring a safe environment for everyone.
Your comfort and safety are our top priorities. If at any point you feel uncomfortable during the session—whether it’s due to pressure, technique, or any other reason—please speak up. Our therapists are trained to adjust their techniques to suit your needs and will make changes immediately to ensure a positive experience. If you prefer to end the session early, you can do so, and we will address your concerns with utmost care and professionalism.
We implement several measures to ensure your safety and privacy. All therapists are thoroughly vetted through background checks and interviews before joining our team. During the session, therapists follow strict draping protocols, and only the area being treated is exposed. We maintain a secure booking platform to protect your personal and payment information, and any feedback you provide is confidential.
If you feel unwell before your session, we recommend rescheduling to a later date for your own health and the safety of our therapists. You can easily reschedule through our app or website without any penalty if you notify us at least 24 hours in advance. If you experience COVID-19 symptoms such as fever, cough, or shortness of breath, please inform us immediately, and we will waive any cancellation fees to accommodate your health concerns.
Yes, you can request your therapist to wear a mask during your session. However, it must be done in advance and we cannot guarantee that every therapist will be able to accomodate as some report that masks make their breathing more difficult when performing physically demanding treatments such as deep tissue massage for example. We aim to create a comfortable environment for you, so if wearing a mask makes you feel safer, please let us know in advance or inform the therapist when they arrive. Our therapists carry masks and are happy to comply with your preferences.
Yes, certain conditions may temporarily or permanently prevent you from receiving a massage. These include but are not limited to recent surgeries, open wounds, contagious skin conditions, severe heart issues, or if you’re currently experiencing a fever or illness. If you have a pre-existing medical condition, we recommend consulting with your healthcare provider before booking a session. Always inform your therapist of any health concerns so they can adjust the treatment accordingly.
TECHNICAL HELP
Downloading our app is simple! If you’re using an iPhone, visit the App Store and search for our app by typing in The Massage People. For Android users, go to the Google Play Store and do the same. Once you find the app, click on “Download” or “Install,” and the app will automatically be added to your device. You can also find direct download links on our website’s homepage.
This can be done quickly through the app or on our website via the sign up page.
No worries! If you’ve forgotten your password, click on the “Forgot Password” link on the login page of our app or website. Enter your registered email address, and you’ll receive a password reset link in your inbox. Click the link and follow the prompts to set a new password. If you don’t see the email, check your spam or junk folder, or reach out to our support team for assistance.
You can update your booking information through the app or website. Simply go to the “My Bookings” section, select the appointment you want to modify, and click on “Edit.” Here, you can update details such as the date, time, or therapist. For any changes within 24 hours of the appointment, please contact our support team directly to ensure your changes are processed without any issues.
If the app is showing no therapists available, it could be due to several reasons. One possibility is that your selected time slot is fully booked, so try choosing a different time or date to see if more therapists become available. Another reason could be that there are no therapists currently operating in your specific location. You can view all of the therapists who serve your postcode by using the therapist finder page on our website or navigating to the ‘therapist search’ section of the app.
We value your feedback! After your session, you’ll receive an email or app notification prompting you to rate your experience. Click on the link provided, and you’ll be directed to a page where you can leave a rating, write a review, and provide any additional comments about your session. You can also access the feedback form by navigating to “Past Bookings” in the app. If you need further assistance, feel free to contact us directly.
LOYALTY & REWARDS
Once your account has reached 8 stamps your discount will apply automatically at checkout when you make a booking. There is no voucher code.
Unfortunately not. Treatments must only be booked for the individual account holder. For example, some therapists only offer treatments to females. So, if a female account holder were to book treatments on her account for a male household member then the therapist might refuse to complete the treatment and the account holder would not be entitled to a refund as the therapist would have already travelled to them.
We occasionally run competitions. These help us to spread word of mouth and also get find good content from real, genuine customers. For example, we sometimes award stamps to customers who post pictures of their space once their therapist has set up their massage table. When we’re running an incentive we’ll let our customers know by email.
Your stamp card will reset and you begin the cycle again.
You can refer friends or family through the app by simply entering their email address and clicking send. They will then receive a sign up link and once they’ve completed their first booking your free stamp applies to your account automatically. There’s no limit to the number of people you can refer either.
GENERAL QUESTIONS
A mobile massage service allows 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, linens, 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. Simply book through our website or app, 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 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. To see if we cover your specific location, simply enter your postcode on our booking page or contact our support team for more information.
We offer a wide range of massage treatments tailored to meet different needs. Our services include Swedish, deep tissue, sports, pregnancy, and aromatherapy 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 website’s “Services” 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, which include their qualifications, areas of expertise, and 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, you can book couple’s massages or group sessions! During the booking process, select the “Couple’s Massage” option or specify the number of people for your group. Our team will coordinate to ensure multiple therapists are available at the same time. Group bookings are perfect for special occasions, family gatherings, or wellness events. If you have specific requirements, feel free to contact our support team to make the arrangements.
We have stopped offering corporate and event bookings since the covid-19 pandemic and currently have no immediate plans to resume.
Yes, all our therapists are trained in a variety of massage techniques, including Swedish, deep tissue, sports massage, and more. They specialize in tailoring treatments based on your preferences and therapeutic needs. If you have a specific technique in mind, you can select a therapist who specializes in that area during the booking process.
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.
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Reviews
What people say about us Real Customer Feedback Reviews Although we receive reviews on various online platforms, the vast majority
Our Therapists
How we vet our therapists Our Screening Process Background Screening Every therapist on our platform must provide a valid DBS
About Us
Delivering Wellness Since 2015 About Us Who We Are A platform built by massage therapists, we started our journey back
