By booking an appointment at Mahra—whether for massage therapy or mentorship—you agree to the following terms, which are in place to support both your experience as a client and my role as the practitioner and business owner.

My cancellation policy is clearly outlined in the confirmation email sent after your initial booking, giving every client the opportunity to review it and ask any questions in advance. It is also visibly displayed within my therapy space as a consistent reminder for all returning clients.

This policy applies to every appointment, without exception—regardless of how many times you’ve booked with me or the nature of our relationship (whether you're a new or longstanding client, friend, colleague, or otherwise).

Thank you for your understanding and respect for these boundaries.

Cancellation Policy (Including Vouchers) – Why It Matters

As a small, independent business, I’ve put this cancellation policy in place to protect both your time/money and mine. While I completely understand that unexpected things come up, last-minute changes can have a significant impact on my ability to manage bookings and maintain a sustainable practice.

You’re very welcome to reschedule or cancel your appointment—voucher or paid—as long as you provide at least 48 hours’ notice. The more notice you can give, the more chance I have to offer that slot to someone else.

Unfortunately, appointments cancelled with 7 days or less notice are often very difficult to fill. If you cancel or reschedule with:

• Less than 48 hours (but more than 24 hours): a 50% fee applies.

• Less than 24 hours’ notice, or if you do not attend: the full fee (100%) will be charged, or a voucher will be forfeited.

I genuinely dislike charging for missed sessions—it’s not something I do lightly. But just like anyone else, I have fixed expenses and commitments, and short-notice cancellations do have a real financial impact. I know it’s frustrating to pay for something you can’t attend due to illness or unexpected events—I hear you—but this policy helps ensure my business remains viable.

Thank you for understanding and for respecting the time and energy I invest in each session. Every appointment matters.

Cancellation Policy – Complimentary Treatments & Prize Winners

From time to time, I donate massage vouchers to support local charities or collaborate with other businesses to run promotions that help raise awareness of my small business. These appointments are offered free of charge (unless you choose to upgrade to a longer session).

As these bookings take up valuable time that could otherwise be offered to paying clients, I’m unable to offer rescheduled appointments if less than 72 hours’ notice is given, including in cases of illness. With short notice, it’s very unlikely that I can rebook the slot, and rescheduling would mean giving up another paid appointment—something I’m simply not in a position to do as a small business.

Thank you so much for your understanding and for respecting the time and care that goes into making these offers possible.

When Is Payment Due?

Payment is required at the time of booking for all new clients, and no later than 48 hours before the appointment for returning clients. A Monzo link will be sent to you, or I’m happy to share my bank details if preferred. Regular clients may also pay in cash on the day, but please note: if a cancellation is made at short notice, payment will need to be completed online (by the end of the originally booked appointment day).

If you're booking for the first time, I’ll send you a payment link once your slot is confirmed—please note that your appointment is not secured until payment is received, and the slot remains available to others in the meantime.

In the event that payment hasn’t been made in advance and you cancel within 48 hours of your appointment, I kindly ask that you refer back to your original booking email and complete payment via the link provided.

I don’t chase unpaid fees and instead trust in the goodwill of my clients—booking with me reflects your respect for the time, energy, and commitment I put into my work, and your understanding of the terms agreed upon at the time of booking.

Thank you for your support and consideration.

“I’m ill—surely I shouldn’t have to pay?”

I completely understand that illness or unexpected issues can arise—life happens. However, my cancellation policy applies to all clients, including regulars, and regardless of the reason for cancellation (illness included).

If you’re feeling unwell and unsure whether to attend, please use your best judgement—especially if there's a risk of passing something on to me. I appreciate your consideration in this. If you do need to cancel, I will always do my best to fill your slot. If I’m successful, I’m happy to transfer any payment already made to a future booking.

Please know, though, that re-marketing a cancelled slot takes time and effort, and there’s no guarantee I’ll be able to fill it—especially with limited notice. If I’m in back-to-back appointments, active marketing isn’t always possible. The more notice you can give, the more likely it is that someone else will be able to take the space. Last-minute (on-the-day) cancellations are extremely difficult to rebook.

Rest assured: if your slot is filled, your payment will always be transferred to a new appointment. I will never keep a fee for a session that I’ve been able to rebook—this is a 100% ethical and trustworthy practice.

“Can’t my fee or voucher just be transferred to a new date?”

Unfortunately, no. Transferring the fee or voucher to a new date without rebooking your original slot would mean I’m offering two appointments for the price of one, which results in a direct financial loss for me as a sole trader. Thank you for understanding why this isn’t sustainable.

Voucher holders

If you have booked with a massage voucher and cancel within 24 hours of your booking the voucher will be considered spent and future treatments will require payment. If cancelling with 24-48 hours notice you will lose half of the value of your voucher.

Mizan Therapy

Please note that Mizan Therapy Assessments require a minimum of 72 hours’ notice for cancellation or rescheduling, as they reserve three consecutive time slots—equivalent to half a day of work.

Cancellations made with less than 72 hours’ notice will result in the full fee being charged. Due to the significant time commitment involved, I’m unable to offer flexibility on this policy, as doing so would create an unsustainable financial impact on my business.

Please Note

If you're not willing to pay at least 48 hours in advance—or to cover the cost of a session cancelled without sufficient notice—then I am not the right therapist for you. I’m unable to rebook any client with an outstanding balance, as honouring these policies is essential to running my business sustainably and fairly. Thank you for understanding.

Using vouchers

All vouchers are valid for 6 months from the date of issue, which is clearly marked on the voucher. This timeframe helps protect my business in case my availability changes—such as a reduction in working hours or if I’m no longer able to see clients.

I always do my best to follow up with the purchaser if a voucher is nearing expiry and hasn't been used as I may not have contact details for the recipient.

If you’ve received a voucher but massage or facials aren’t your thing (really?!), I’m happy to convert the value into Neal’s Yard Remedies products from my shop. Just get in touch with your voucher reference and let me know what you'd like to order. You're welcome to spend over the voucher value and simply pay the difference. Please note: a delivery fee applies to orders under £50, but collection from me is always free. The original expiry date still applies, even if you're using the voucher for products.

In the case of cancellation:

• With 24–48 hours’ notice, 50% of the voucher value will be forfeited.

• With less than 24 hours’ notice, the voucher will be considered redeemed, and future bookings will require payment.

Vouchers are non-transferable and have no cash alternative.

Consultation forms prior to first appointment

Once we’ve confirmed your appointment date and time (via phone, text, or email) and your payment has been received, I will send you a booking confirmation email containing my address and directions.

For new clients, a Consultation Form (CF) will be attached. Please take a moment to read it carefully and complete it before your appointment. You can either email the completed form back to me up to 24 hours before your visit or bring a printed copy with you on the day of your massage.

Completing the consultation form in advance helps identify any contraindications early, which reduces the chance of cancellations or postponements. This is especially important for pregnant clients.

If the consultation form is not completed prior to your appointment, please be aware that it may affect your massage time, as I will need to complete the form during your session while ensuring I stay on schedule for my next client.

Drugs and Alcohol

Clients who arrive appearing to be under the influence of alcohol or any drugs (whether prescribed or illicit) will not be treated, as it is unsafe to perform massage under these conditions. Please note that fees paid for such appointments will not be refunded.

Arriving at Mahra Massage

Please knock the door if you are on time or less than 5 mins early. If you are more than 5 minutes early I may still be finishing off with another client, getting the room ready for you or taking a break. I do not have a waiting area.

Please get in touch if you have any questions, I look forward to welcoming you here.