BOOKING & TREATMENT POLICIES

Clear, Fair, and Designed with Your Experience in Mind.

At SUVARNA, we want every treatment to feel relaxed, professional, and well cared for. These policies help us protect your treatment time, respect the appointments of other clients, and maintain a safe and comfortable environment for everyone.

By making a booking with SUVARNA, you agree to the applicable policies below.

TREATMENT TIME

Your Time Is Reserved for You.

Please arrive on time for your appointment so you can enjoy your full treatment.

If you arrive late, we will always do our best to accommodate you. However, your treatment may need to be shortened where extending the appointment would affect the next client or our therapist’s schedule.

In these circumstances, the original treatment price will still apply.

Where possible, we recommend arriving a few minutes early so you can settle in before your treatment begins.

BOOKING POLICY

Plans Change. Just Let Us Know.

We understand that sometimes plans change. All we ask is that you give us as much notice as possible.

Cancellation: Please provide at least 24 hours’ notice if you wish to cancel your appointment.

Rescheduling: Please provide at least 3 hours’ notice if you wish to move your appointment to another available time.

Late cancellations, late rescheduling, and missed appointments may result in the loss of your booking payment, deposit, voucher, or package session, as applicable.

Appointments are subject to availability.

YOUR COMFORT DURING TREATMENT

Your Comfort Always Comes First.

Massage is personal, and we want you to feel comfortable throughout your experience.

Please tell your therapist at any time if you would like the pressure, technique, positioning, temperature, or any other part of your treatment adjusted.

If the treatment does not feel right for you, you may ask your therapist to stop at any time.

10-Minute Comfort Promise

If you decide within the first 10 minutes of your treatment that you do not wish to continue, tell your therapist and we will stop the treatment.

Where the treatment is stopped within this initial 10-minute period under our Comfort Promise, we will provide a full refund of the treatment price paid.

This promise is intended to give you confidence in trying your treatment and does not affect your statutory rights.

GIFT VOUCHER POLICY

SUVARNA Gift Vouchers are valid for 12 months from the date of purchase.

Gift Vouchers:

are valid for 12 months from purchase
are non-refundable and non-returnable
cannot be exchanged for cash
cannot be used in conjunction with other promotions or discounts unless otherwise stated
are subject to our standard booking, cancellation, and rescheduling policies

If the cost of the chosen treatment exceeds the available voucher value, the remaining balance can be paid separately.

Appointments purchased using a Gift Voucher remain subject to availability.

MASSAGE PACKAGE POLICY

Our packages are designed to make regular SUVARNA treatments easier and more rewarding.

SUVARNA 5+1 Packages are valid for 6 months from the date of purchase.

SUVARNA 10+2 Packages are valid for 12 months from the date of purchase.

Packages:

• may be shared with friends or family

• are non-refundable and non-returnable

• cannot be exchanged for cash

• cannot be combined with other promotions or discounts unless otherwise stated

• must be used within their stated validity period

• are subject to treatment and therapist availability

• are subject to our standard booking, cancellation, and rescheduling policies

For SUVARNA 10+2, complimentary Hot Stone or Aroma Relief Oil enhancements are available with eligible package treatments according to the package purchased and have no cash alternative.

Late cancellations, late rescheduling, or missed appointments may result in the relevant treatment being deducted from the remaining package balance.

AFTER YOUR TREATMENT

Take It Easy. Let Your Body Reset.

Everyone responds differently to massage. Depending on your treatment and pressure level, you may occasionally experience temporary tenderness, muscle soreness, sensitivity, tiredness, or mild bruising afterwards, particularly following deeper or more intensive techniques. These effects are usually temporary and should gradually settle.

Your therapist may provide simple aftercare guidance appropriate to your treatment. We encourage you to listen to your body, rest where needed, and follow the aftercare advice provided.

If you experience anything unexpected or concerning following your treatment, please contact SUVARNA so that we can understand what happened and advise on appropriate next steps.

If you experience severe, persistent, or worrying symptoms, seek appropriate medical advice rather than relying on massage aftercare.

HEALTH & TREATMENT SAFETY

Your Wellbeing Comes First.

Before your treatment, please tell your therapist about any relevant injuries, medical conditions, pregnancy, recent surgery, allergies, medications, or other circumstances that could affect your massage.

Our therapists may adapt, postpone, or decline a treatment where they reasonably believe proceeding would not be appropriate or safe.

Massage at SUVARNA is a wellbeing service and is not a substitute for medical diagnosis or treatment.

PRIVACY & CCTV

Security Outside. Complete Privacy Inside.

For the safety and security of our clients, therapists and premises, CCTV may operate in areas outside the treatment room, including the area in front of the treatment-room entrance.

There is no CCTV or video recording inside the treatment room.

Any CCTV operated by SUVARNA will be handled in accordance with applicable UK data-protection requirements and used only for legitimate purposes such as safety, security, and incident investigation.

RESPECT & PROFESSIONAL CONDUCT

Professional Treatment. Mutual Respect.

SUVARNA provides professional massage treatments only.

We are committed to maintaining a safe, respectful, and comfortable environment for both clients and therapists.

Any inappropriate, abusive, threatening, discriminatory, or sexual behaviour or requests will not be tolerated. Our therapists have the right to stop a treatment immediately and ask a client to leave where appropriate.

Where a treatment is terminated because of inappropriate or abusive behaviour, no refund will be provided.

We reserve the right to refuse future bookings where necessary to protect our clients, therapists or business.

QUESTIONS ABOUT OUR POLICIES?

Just Ask. We’re Happy to Help.

If you’re unsure about your booking, voucher, package, or treatment, please contact our team before your appointment.

SUVARNA THAI MASSAGE

at Jetts Hammersmith