General Terms and Conditions for Shen Therapy

Please read carefully the list below of our General Terms & Conditions to familiarise yourself on how we operate. Our commitment to our clients
  1. All treatments provided by Shen Therapy will last for the specified duration purchased. i.e. a 1 hour treatment will last 1 hour.
  2. All new clients must complete a consultation form prior to treatment and will receive up to 5 minutes consultation in addition to their treatment. If you require a longer consultation please make a prior arrangement to do so.
  3. Treatments will only be conducted if Shen Therapy deems the treatment safe for the client to receive. A full refund will be given (to include admin charge) if Shen Therapy is unable to carry out the treatment due to contra-indications.
  4. GP/Consultant permission may be required before treatments can be provided.

  • As well as cash Shen Therapy accept all major credit and debit cards.

Cancellation & No Show Fee Charges Policy
  • A booking is confirmed once Shen Therapy and the client have both agreed to a date, time, duration and location for a treatment, this includes the online booking system.
  • If a cancellation is made within 24 hours of the treatment, the customer will be expected to pay a cancellation fee of the full value of the treatment session booked.
  • This cancellation fee may be waived at Shen Therapy’s discretion.
  • If appointments are missed or not cancelled on the day with a valid notice, the full treatment fee will be charged. Please be aware that we are strict on our 24 hour cancellation policy. You can contact us by phone, by email or by text.
  • Shen Therapy has the right to cancel a treatment by giving 24-hours notice.
  • Shen Therapy has the right to cancel a treatment without notice if the room or environment is unsuitable for the treatment to be provided, or if the therapist is taken ill.
  • Shen Therapy has the right to cancel a treatment without notice if the client is intoxicated or inebriated.
  • Shen Therapy commits to rearranging treatments to a new time and date within two weeks of the cancelled treatment where possible.

Late Arrivals
  • Late arrivals may, unfortunately, result in reduced treatment time. Therefore out of respect for other clients and the therapists, please make sure you arrive on time for your treatments. Otherwise, you will have to wait to be fitted in depending on the time allocation for the treatment or your treatment will be rescheduled to alternative time.

Inappropriate Behaviour
  • Out of respect for both the therapist and client, Shen Therapy asks that underwear is worn at all times during all massage treatments, there are no exceptions to this rule.
  • Shen Therapy has the right to terminate a treatment immediately if the client demonstrates any inappropriate or sexual behaviour.
  • Payment will be collected for the full treatment price.
  • If the therapist is unable to collect money before leaving, an invoice will be sent to the client’s address.
  • All invoices must be paid within 7 days of issue date otherwise further action may be taken.

  • Vouchers can be used as payment towards any available, advertised treatments.
  • Vouchers are only valid for one use.
  • If the whole amount of the voucher is not used, another voucher for the remaining voucher sum will be issued.
  • Vouchers are only valid for 12 months, up to and including the expiry date.
  • Postage will only be charged for vouchers that are paid for online or over the phone and then posted.
  • If postage is paid, but vouchers are delivered during a treatment, the postage fee charged will be returned to the customer in cash.
  • Refunds are not available for vouchers already paid for and provided.

Feedback Forms
  • Feedback forms will be sent to clients at Shen Therapy’s discretion.
  • Content may be used in publicity material and on the website, with the permission of the author.

Website Content
  • Website content will be authorised and managed at Shen Therapy’s discretion,  including testimonials.
  • Photographs will only be displayed with the consent of the people in the photograph.
  • Photograph consent may be obtained by Shen Therapy verbally, or in writing, if the client completes a photo release form.
  • Photo release forms can be requested by phone or email.

  • Client treatment details will not be discussed with anyone other than the client unless the client is under the age of 18 or has a care worker or guardian.
  • Consultations will only be discussed with the client unless the client is under the age of 18 or has a care worker or guardian.
  • Consultation Forms and treatment notes will be kept on file, securely by Shen Therapy.
  • All new clients must complete a consultation form prior to receiving Shen Therapy treatments. Treatment notes will be taken during each treatment and kept on file.
  • By signing the consultation form, clients are giving Shen Therapy permission to hold records and data about them.
  • Personal information will not be shared with any third parties.

Young Clients
  • Clients under the age of 18 must be accompanied by an adult.
  • The adult must give permission for the treatment to be performed.
  • The adult must co-sign the client’s consultation form.
  • The adult must be present in the room throughout the treatment.

Complaints Procedure
  • If a client wishes to make a complaint about Shen Therapy, this must be emailed to the address specified at
  • Complaints must include the date and location of the incident, the full name of the complainant, details of the complaint and a desired outcome following the complaint.
  • All complaints will be taken very seriously and a response will be provided within 28 days.

Insurance and Ethics
  • Shen Therapy is registered with Babtac.
  • Shen Therapy abides by the code of ethics provided by Babtac.
  • HBL is fully insured by Babtac Insurance Services.