All bookings are managed through our online booking platform, Squarespace Scheduling (Acuity). You can view Squarespace’s Terms & Conditions and Privacy Policy directly on their website. Clients can choose their preferred treatment type, date and time (when available) through the online booking calendar. New clients must make their first booking online. After this, future appointments may be arranged in person or online.

The following details are collected at the time of booking:

First and last name
Date of birth
Medical history
Email address
Mobile number
Card details (stored securely by Stripe)

Booking Fee & Payment Options

To secure your appointment, a non-refundable booking fee of 25% is required at the time of booking.

Clients have the choice to:

Pay in full at the time of booking, or
Pay the 25% booking fee, with the remaining balance due on the day of treatment.

Card Storage & Authorisation

When you pay your booking fee online, the card used at checkout will be securely stored by Stripe, our payment provider. This allows any remaining balance, as well as any applicable future charges in line with our policies, to be processed smoothly.

By completing your booking, you acknowledge and agree that:

The card used at checkout will be saved to your client profile
This card may be used to collect the remaining balance of your appointment on the day of treatment
This card may also be used to process any applicable fees as outlined in our Cancellation Policy

Your card details are stored securely via Stripe and are never visible to us.

Your appointment time is reserved especially for you. When a cancellation is made at short notice, it becomes difficult to offer the space to someone else, and this results in a loss of income and increased operating costs. To ensure the smooth running of the business, the following terms apply to all bookings:

72 Hours’ Notice

If you cancel your appointment with at least 72 hours’ notice, your booking will be cancelled with no further charges.
Please note: your booking fee is non-refundable, as outlined at the time of booking.

Cancellations with Less Than 72 Hours’ Notice

If you cancel within 72 hours of your scheduled appointment, 50% of the total treatment cost will be charged.

Same-Day Cancellations & No-Shows

If you cancel on the day of your appointment or do not attend, 100% of the treatment cost will be charged.

How Charges Are Processed

Any applicable cancellation or no-show fees will be taken from the card stored on your account through Stripe at the time of booking. This applies regardless of the payment method originally used.

Rescheduling

Clients may reschedule once with at least 72 hours’ notice. Rescheduling within the notice period will follow the cancellation terms above.

Important Information

These procedures apply to cancellations for any reason, including unexpected circumstances. They are in place to ensure your reserved treatment time is honoured, to support the sustainability of the business, and to cover loss of income and operating costs.

Appointments can be rescheduled with more than 72 hours’ notice without any additional fees.

Your non-refundable booking fee can be transferred to the new appointment once, provided you reschedule with at least 72 hours’ notice.
If further changes are required, a new booking fee will be needed to secure the appointment.

Any reschedule requests made within 72 hours of your appointment will be treated as a cancellation, and the standard cancellation charges will apply:

50% of the treatment cost if within 72 hours
100% of the treatment cost if rescheduled on the same day or not attended

These procedures apply to all reschedule requests, regardless of the reason. This ensures fairness for all clients and helps protect against unavoidable last-minute gaps in the diary.

Please aim to arrive 10 minutes before your appointment to allow time to settle in.

Arriving more than 15 minutes late will be treated as a no-show, as it is unlikely the full treatment can be completed without impacting the next client. In this case, 100% of the treatment cost will be charged.

If you arrive late for any reason but are within the 15-minute window, your treatment time may be shortened out of respect for the following appointment. The full treatment cost will still apply.

All late arrivals and no-shows will be charged at the full value of the treatment, and any fees will be collected from the card stored on your account at the time of booking.

100% of cash or bank transfer tips go directly to your therapist.

If you choose to leave a tip via online card payment, please note that a small processing fee is deducted by Stripe before the payment reaches us. This fee is typically 1.5% + 20p per transaction (UK domestic cards).

Please bear this in mind if you have the generous intention of leaving a tip, as online tips will be subject to standard card processing fees.

We offer prenatal treatments from the second trimester onwards (12+ weeks).
There is no specific time-frame for postnatal treatments — we simply recommend waiting until your body feels comfortable lying both face down and face up for the duration of your session.

Clients in their first trimester should not book a treatment. If an appointment is made during this time, the treatment will be cancelled.

Please ensure you inform us of any pregnancy to the best of your knowledge at the time of booking, as this allows us to plan your treatment safely and appropriately.

All clients are asked to complete their consultation form honestly and accurately.
If a client arrives to an appointment and we are unable to carry out the treatment due to undisclosed pregnancy or circumstances that prevent safe practice, the session cannot proceed and full payment will be required.

Similarly, if relevant information comes to light within the 72-hour cancellation window, We reserve the right to enforce the 50% cancellation fee, in line with our policy.

We cannot be held liable for any consequences resulting from a client choosing not to disclose a pregnancy or withholding relevant information prior to their appointment.

All health conditions, medical history, and any medication must be disclosed on your pre-treatment consultation form.

Please ensure that any relevant health information is shared to the best of your knowledge at the time of booking, as certain conditions may require adaptations or may prevent treatment.

Regrettably, we are not insured or qualified to treat clients currently undergoing cancer treatment, nor do we hold specialist training in Oncology Massage. This is to ensure client safety and that all treatments are delivered within our professional scope of practice.

If a client arrives and we are unable to carry out the treatment due to undisclosed health conditions or circumstances that prevent safe practice, the session cannot proceed and full payment will be required.

Likewise, if important health information comes to light within the 72-hour cancellation window, we reserve the right to apply the 50% cancellation fee, in line with our policy.

We must be informed prior to booking if the appointment is for a client under the age of 18.
Written consent from a parent or guardian is required at the time of booking.

The minimum age for treatment is 16.

We reserve the right to cancel or refuse treatment if we believe it is inappropriate or unsafe to proceed for any reason, including concerns regarding the behaviour or wellbeing of a minor.

To help you get the most from your treatment, we kindly ask that mobile phones are switched off or silenced during your visit. This supports a peaceful environment and allows you to fully relax into your experience.

We are not responsible for the loss or damage of personal belongings during your visit to the cabin.

We maintain a safe and respectful environment for all clients. We reserve the right to refuse treatment to any individual who is physically or verbally abusive, including behaviour that is inappropriate, aggressive, or sexual in nature.

We also reserve the right to refuse treatment to any client who is intoxicated or believed to be under the influence of non-prescribed drugs, as treatment cannot be carried out safely under these circumstances.

We retain the right to decline or discontinue a treatment at any time in accordance with our professional code of conduct and duty of care.

We are insured for the services and treatments we provide to our clients.

Gift vouchers are available to purchase online or in person.
If you purchase a digital voucher online but would prefer a physical gift card to present to a loved one, please get in touch to arrange collection.

All vouchers are valid for 6 months from the date of purchase. Treatments must be booked and attended within this timeframe. Vouchers can be redeemed at the time of payment during your appointment.

Please note: even when using a voucher, you may still be required to enter card details when making a booking. This is in line with our cancellation policy, as voucher bookings remain subject to standard cancellation fees.

A voucher cannot be used after the expiry date. Any remaining balance will be removed and the code will become invalid. It is the responsibility of the recipient to ensure the voucher is redeemed before expiry.
As our diary can become busy, booking in advance is strongly advised.

If the recipient is unable to attend before the expiry date, the voucher may be transferred to someone else, but the original expiry date remains unchanged.

We cannot be held responsible for lost or stolen vouchers.

All gift vouchers are non-refundable and non-exchangeable for cash.

Gift vouchers cannot be used in conjunction with any other offers or promotions.

Cancellations Using a Voucher

If an appointment booked using a voucher is cancelled within the notice period outlined in our Cancellation Policy, the relevant cancellation fee (50% within 72 hours, 100% same-day/no-show) will be deducted from the voucher value. If the voucher does not cover the fee in full, the remaining balance will be charged to the card stored on your account.

Our Wellness Membership is designed to support consistency, routine, and regular wellbeing. Members commit to either monthly or bi-weekly visits:

Monthly members: minimum of 1 visit every 4 weeks
Bi-weekly members: minimum of 1 visit every 2 weeks

With our booking system, appointments are set up on a recurring schedule, meaning your chosen time slot will automatically repeat every 2 or 4 weeks depending on your membership. This ensures your treatments remain secured without needing to manually rebook at each visit.

Booking Structure

Upon joining, your treatments will be placed on a recurring pattern through our booking system.
Your appointments will continue indefinitely on your chosen schedule until you request a change or choose to cancel your membership.
If you wish to switch to a different regular appointment time, please let us know and we will adjust your recurring schedule.

There are no contracts or joining fees. If you choose to cancel your membership, a 4-month notice period applies. Your recurring appointments will remain active during this time and follow our usual cancellation policy. After the notice period ends, your recurring schedule will be removed from the diary.

You may join the membership once per calendar year. For example, if you join in January 2026 and cancel after expressing your wish to leave, you would not be able to rejoin until the same month the following year.

Monthly Payments

Membership payments are due on the 1st of each month and are made via a Monzo payment link, which is sent to you monthly. This keeps things clear, simple, and supportive for your budgeting.

If additional treatments are booked outside your membership allowance, these will be billed at your visit, with your member perks applied.

Please note: because weekly patterns do not align perfectly with calendar months, some months may naturally include more than one membership treatment, which may increase that month’s payment. This is a normal feature of recurring schedules and if/when this occurs, we will discuss payment options to be as flexible and budget friendly as possible for you.

Automatic Payment Option

If you prefer your payments to be taken automatically each month, you may choose to have your membership fee collected through Acuity/Stripe. A small processing fee will be added to cover Stripe’s transaction charges.

Cancellations & Rescheduling

Our standard cancellation policy applies to all membership bookings.

If you cancel on the day of your session, your monthly payment is non-refundable.
If a 50% cancellation fee applies, the remaining 50% will be credited toward your next visit.
Reschedules made with more than 72 hours’ notice must still fall within the same calendar month.
Reschedule requests within 72 hours are treated as cancellations, and a new treatment will need to be booked and paid for separately.

Membership Conduct

Åbyn House Spa reserves the right to pause or terminate a membership with immediate effect if the terms are not being upheld - such as repeated cancellations, frequent rescheduling, or difficulty maintaining your required visit schedule.

The membership is designed to protect your time, support your wellbeing routine, and ensure you receive the full benefit of regular treatments. If this becomes difficult to maintain, we may gently review whether the membership is still the right fit for you.