Version date: 29/11/2025
Welcome to Massage Matters Clinic!
These terms and conditions (“Terms”) govern your use of https://massagematters.clinic/ (“Website”) and any services made available through the Website. By using the Website or purchasing any Treatment or services, you agree to be bound by these Terms which forms a binding contractual agreement between you and Massage Matters LLP (Company number OC440669) trading as Massage Matters Clinic (“MMC”, “our”, “we” or “us”), with our registered office at 81a High Street, Winslow, Buckingham, England, MK18 3DG. If you do not agree to these Terms, please notify us immediately and do not proceed with using the Website or booking or purchasing any Treatments.
We may update or amend these Terms from time to time. Where we make material changes, we will notify you by updating the “Last Updated” date at the top of this page and, where reasonably practicable, by email or by displaying a notice on our Website. By continuing to use the Website or by booking or purchasing any Treatment after the Terms have been updated, you will be deemed to have accepted the revised Terms.
To help you read these Terms, capitalised words and phrases used in these Terms have the meaning given by the words immediately preceding any bolded and bracketed word(s) or phrase(s) or as set out in the Definitions in clause 2.
Agreed terms and conditions
1. General
(a) You will be taken to have accepted these Terms, as a binding contractual agreement between you and us, when you use the Website (including by purchasing a Treatment or making a booking made in-person at our Clinic or via our Online Booking Provider (as defined below) on the Website) (each a “Booking”).
(b) By using our Website, including purchasing a Treatment or making a Booking, you represent and warrant that:
(i) you have the legal capacity and are of sufficient age to enter into a binding contract with us; and
(ii) you are authorised to use the debit or credit card or other payment means you provide at the time of checkout.
(c) If you use the Website on behalf of a company or organisation, you represent and warrant that you have the necessary authority from that company or organisation to do so. If you are signing up on behalf of your company, your employer, an organisation, government or other legal entity (“Represented Entity”), then “Customer” and “you” means the Represented Entity, and these Terms shall be legally binding on you and the Represented Entity. If you are accepting these Terms and using our Website on behalf of a Represented Entity, you represent and warrant that you are authorised to do so.
(d) If you are under 18 years of age, you may only Book a Treatment with the consent and involvement of a parent or legal By making a Booking, you confirm and warrant that your parent or legal guardian has provided such consent and is acting on your behalf.
(e) If you use the Website or make a Booking on behalf of another person (“Participant”), you represent and warrant that you have the requisite authority from the Participant to do so. If you are accepting these Terms and/or using our Website on behalf of a Participant, you represent and warrant that you are authorised by the Participant to do so. In such a case, “Customer” and “you” means you and the Participant and these Terms shall be legally binding on you and the Participant
2. Definitions
Unless otherwise defined elsewhere in these Terms, the following words and phrases have the following meaning:
| 1). Term | 2). Meaning |
| Clinic | Means the Massage Matters Clinic located at Massage Matters Clinic, 11 Friday Court (1st floor), Thame, Oxon OX9 3GA. |
| Customer, or you | means the entity that enters into these Terms, including the Participant and the Represented Entity if applicable. |
| Intellectual property Rights | means all copyright, trade mark, design, patent, business and domain names, confidential and other proprietary rights, and any other rights to registration of such rights whether created before or after the date of this agreement both in the United Kingdom and throughout the world. |
| Listings | has the meaning given in clause 3(a). |
| Participant | means any person(s), other than the Customer, who will receive or attend a Treatment booked by the Customer. |
| Represented Entity | has the meaning given in clause 1(c). |
| Treatment | means any therapeutic or wellness service listed on our website from time to time, including but not limited to remedial and relaxation massage, sports and exercise-related soft tissue therapy, massage and manual therapy to support recovery from injuries and postural issues, pain management therapies, treatments aimed at reducing stress and anxiety, pregnancy massage, oncology (cancer) massage, pilates-based therapeutic interventions, and any other clinic-based massage or soft tissue therapies offered by us. |
| Website | means MMC’s website, being https://massagematters.clinic/ and any other websites MMC operates with the same domain name and a different extension. |
3. Listings
(a) We display the names of our therapists (“Therapists”) and the Treatments they provide on our Website (“Listings”).
(b) You may select and book available appointment times and make payment for your chosen Treatment through our online booking system.
(c) All listings are for information only and are subject to availability at the time of Booking.
(d) We reserve the right to update or amend Therapist profiles, availability, pricing, or the scope of Treatments offered at any time.
4. Bookings
(a) You may view the Treatments and Therapist Listings on our Website without creating an account. Registration is not required in order to book a Treatment.
(b) To make a Booking through our Website, you must provide certain personal information, including your first and last name, email address, mobile phone number, and valid debit or credit card details for payment.
(c) You warrant that any information you give to MMC while making a Booking or purchasing any Treatment(s) will always be accurate, complete, correct and up-to-date.
(d) Once you have completed the Booking and payment process, you will receive an email confirming your appointment details. No Booking is confirmed until such confirmation has been issued by us.
(e) If you prefer, you may make a Booking or multiple Bookings in person at our Clinic located at Massage Matters Clinic, 11 Friday Court (1st floor), Thame, Oxon OX9 3GA. Bookings made in person remain subject to these Terms, including our cancellation policy.
(f) A parent or legal guardian must attend and remain on the premises for the duration of any appointment for a client under the age of 16. We reserve the right to request evidence of parental or guardian consent before providing any Treatment to a person under the age of 18.
(g) We reserve the right to refuse or cancel any Booking where we have reasonable grounds to believe that the information provided is incomplete, inaccurate, fraudulent, or where there are clinical or operational concerns affecting our ability to provide the Treatment.
(h) While we use reasonable efforts to ensure that the availability of Treatments and Therapists shown on our Website is accurate and up to date, appointment times are indicative only and remain subject to change. We do not guarantee that any specific Therapist or time slot displayed will be available at the time you complete your Booking.
5. Therapists
All of our Therapists hold appropriate training, professional qualifications, and/or certifications relevant to the Treatments they provide. Qualifications and experience may vary between Therapists, and different academic or professional levels may apply depending on the nature of the Treatment. Further details regarding individual Therapists and their credentials can be found on their profiles on our Website.
6. Payment
(a) All prices (“Booking Amount”) on our Website are:
(i) in ‘GBP’ or ‘£’; and
(ii) subject to change prior to you purchasing a Treatment without notice.
(b) All online Bookings must be paid for in full at the time of Booking. Our online booking system (operated by a third party provider named Appointedd) (“Online Booking Provider”) will not confirm an appointment unless valid payment has been successfully processed.
(c) In-clinic Bookings typically allow payment to be made after completion of the Treatment. We accept payment by debit or credit card via PayPal’s Zettle devices, and also accept cash.
(d) We use third-party payment processors, including Stripe for online payments and PayPal Zettle for card payments in the clinic (together, the “Payment Providers”). The processing of payments by the Payment Providers is subject to their own terms, conditions and privacy policies, and we are not responsible for the security, performance, or operation of the Payment Providers. Details of their terms can be accessed here: https://stripe.com/gb/legal/ssa and https://www.zettle.com/gb/legal/general-terms-and-conditions.
(e) In the event we discover an error or inaccuracy in the price displayed for any Treatment you have Booked, we will attempt to contact you and inform you of this as soon as possible. You will then have the option of purchasing your Treatment at the correct price, or cancelling your Treatment. If you choose to cancel and payment has already been debited, the full amount will be credited back to your original method of payment.
7. Rescheduling and cancellations
(a) If you are required to reschedule or cancel your Booking after receiving your Booking Confirmation, you must provide at least 48 hours’ prior notice before the scheduled start time by contacting us either by email at hello@massagematters.clinic or by calling 01844 212022.
(b) Where at least 48 hours’ notice is provided:
(i) if you choose to reschedule, any fee already paid will be transferred to your new appointment time; or
(ii) if you choose to cancel, we will refund the full amount paid to the original payment method.
(c) If less than 48 hours’ prior notice is provided, or you fail to attend your appointment without notice, all fees paid will be non-refundable, and any outstanding amounts will remain payable.
(d) Notwithstanding the above, we may, in our absolute discretion, agree to waive or reduce cancellation charges or issue a refund in exceptional circumstances.
(e) All changes to Bookings are subject to Therapist availability and must be arranged via our Online Booking Provider or by contacting the Clinic directly.
8. On the day of your appointment
(a) You are responsible for ensuring that you (and any Participant) arrive at the Clinic in good time for your scheduled appointment. If you arrive late, we may not be able to carry out the full duration of the Treatment, and the full fee will remain payable.
(b) If it is your first appointment with us, you will be required to complete a health questionnaire and may be asked to undergo a brief physical assessment. This information is essential for your safety and to ensure the Treatment is appropriate for you.
(c) You will be required to complete and sign a waiver and health declaration form before receiving your Treatment.
(d) You must, and must ensure that any Participant does, follow all reasonable and lawful instructions given by the Therapist at all times during the appointment.
(e) If you are under 18 years of age, a parent or legal guardian must be present throughout the entire duration of the treatment. Treatments will not be carried out without a parent or guardian in attendance.
(f) We are not responsible for any issue, loss, injury, refusal of treatment, shortened Treatment time, or termination of a session arising from intoxication, disruptive behaviour, failure to disclose relevant medical information, or failure to follow Therapist guidance.
(g) The Therapist may stop or decline the Treatment if they reasonably believe it is unsafe or unsuitable to continue, including where medical contraindications or client conduct give rise to concern. In such circumstances, no refund will be offered unless determined at our discretion.
9. Information on the website
(a) While we make every effort to ensure that the information on the Website is as up-to-date and accurate as possible, you acknowledge and agree that we do not (to the maximum extent permitted by law) guarantee that:
(i) the Website will be free from errors or defects (or both, as the case may be);
(ii) the Website will be accessible at all times;
(iii) messages sent through the Website will be delivered promptly, or delivered at all;
(iv) information you receive or supply through the Website will be secure or confidential; and
(v) any information provided through the Website is accurate or true.
(b) We reserve the right to change any information or functionality on the Website by updating the Website at any time without notice, including product descriptions, prices and other Website Content.
10. Privacy
You agree to be bound by our Privacy Policy, which can be accessed here https://massagematters.clinic/privacy-policy.
11. Reviews and testimonials
(a) You may choose to provide reviews, testimonials, ratings, photographs, comments, or feedback regarding your experience with our Clinic (together, “Testimonials”).
(b) By submitting or giving express consent to the use of any Testimonial, you grant us a worldwide, royalty-free, perpetual, irrevocable right to use, reproduce, publish, display, distribute, and otherwise communicate the Testimonial (in whole or in part), including your name and any image or photograph you provide, for marketing and promotional purposes in any media, including on our Website and social media platforms such as Facebook and Instagram.
(c) You confirm that any Testimonial you provide will be accurate and based on your genuine experience and that you have the right to provide and authorise the use of the content supplied.
(d) If at any time you wish for us to stop using a Testimonial that identifies you personally (including your name or image), you may contact us at hello@massagematters.clinic and we will take reasonable steps to remove or discontinue further use where reasonably practicable.
(e) We reserve the right to moderate, edit for length or clarity, or decline to publish any Testimonial at our discretion.
12. Intellectual property
(a) We retain ownership of, and reserve all rights in, any Intellectual Property Rights owned or licenced by us for all materials (whether owned or licenced by us) developed and/or provided in connection with the Website (including text, graphics, logos, design, icons, images, sound and video recordings, pricing, downloads and software) (Website Content).
(b) You may make a temporary electronic copy of all or part of the Website Content for the sole purpose of viewing and using the Website. You must not otherwise reproduce, transmit, adapt, distribute, sell, modify or publish the Website Content.
13. Links to other websites
(a) Our Website may integrate or provide links to third-party websites, applications, software and services that are not owned, controlled, or operated by us, including third-party payment processors and booking providers (“Third-Party Providers”). We are not responsible for the content, functionality, security, performance, or policies of any Third-Party Provider.
(b) Your use of any Third-Party Provider is subject to their own terms and conditions and privacy policies, and we strongly advise you to review and understand those terms before using their services or providing any personal information.
(c) The inclusion of a link or integration with any Third-Party Provider on our Website does not constitute our endorsement, approval, or recommendation of that provider or their services.
14. Security
We do not accept responsibility for loss or damage to computer systems, mobile phones or other electronic devices arising in connection with your use of the Website. You should take your own precautions to ensure that the process you employ to access the Website does not expose you to the risk of viruses, malicious computer code or other forms of interference.
15. Risks
(a) Treatments provided by the Therapists involve physical contact and manipulation of soft tissue. As with any form of manual therapy, there is a potential risk of injury. By booking and attending a Treatment, you acknowledge these risks, which may include, but are not limited to, temporary soreness, bruising, mild inflammation or swelling, muscle or ligament strain, light-headedness, headaches, or exacerbation of pre-existing symptoms. These effects are typically short-lived and should settle within approximately 24–72 hours.
(b) You understand and accept that results and responses to Treatment will vary between individuals and that no guarantee is made as to the effectiveness or outcome of any Treatment.
(c) While we use reasonable skill and care to ensure a safe environment, including maintaining our premises and equipment in good working order, unforeseen issues may arise. We are not liable for any loss or damage arising from accidents, hazards, or objects moved or left by other clients unless caused by our negligence or wilful misconduct.
(d) You remain responsible for your own health and wellbeing during and after Treatment. You must immediately inform the Therapist if you experience pain, discomfort, or concern at any time so that the session may be modified or stopped.
(e) You must provide complete and accurate information regarding your health condition(s), medical history, allergies, pregnancy status, recent surgeries, medications, or any other matter that may affect your suitability for Treatment. We are not liable for any loss, injury, or damage arising from your failure to disclose relevant information or to follow Therapist guidance.
(f) The Clinic is not a medical establishment and does not diagnose medical conditions. Our services are intended to complement, not replace, medical care. You should seek advice from a qualified medical professional where necessary, including in the event of adverse reactions following Treatment.
16. Complaints
(a) Your satisfaction is very important to us. If you have any concerns or are dissatisfied with any aspect of your Treatment or the service you have received, we encourage you to raise this with us as soon as possible so that we can address it promptly.
(b) All complaints must be submitted in writing to [insert name of Complaints contact at hello@massagematters.clinic.
(c) Your complaint should include full details of the issue, including the date and time of the appointment, the name of the Therapist (if relevant), and any information that will assist us in assessing the matter. We may request further details or clarification, which you agree to provide in a timely manner.
(d) We will review your complaint and respond as soon as reasonably practicable with our findings and any proposed next steps. Where appropriate, we may speak with the Therapist involved in order to understand the concern fully.
(e) Any remedies or goodwill gestures offered will be determined by us in our sole discretion, taking into account the nature of the complaint and applicable law.
17. Liability
17.1. Limitation of liability
(a) Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under applicable law.
(b) To the fullest extent permitted by applicable law, we exclude all implied warranties, representations, terms and conditions relating to the provision of Treatments and the use of our Website.
(c) Subject to clause 15.1(a), our total aggregate liability to you arising out of or in connection with these Terms or any Treatment (whether in contract, tort including negligence, breach of statutory duty, equity, indemnity or otherwise) shall be limited to an amount equal to the fee paid or payable by you for the Treatment giving rise to the claim.
(d) We shall not be liable for:
(i) any special, indirect, or consequential loss or damage;
(ii) any loss of profit, business, reputation, goodwill, data, or opportunity; or
(iii) any loss or damage arising from your failure to provide accurate health information or follow Therapist instructions before, during, or after Treatment.
(e) You acknowledge that all Treatments involve some degree of physical contact and inherent risk, and that results will vary between individuals.
(f) We maintain professional indemnity insurance and public liability insurance at levels appropriate for the services we provide.
17.2. Warranties
The Treatments are provided using reasonable skill and care. Except as expressly set out in these Terms, and to the maximum extent permitted by law, we provide the Treatments on an “as is” and “as available” basis and make no warranties, guarantees or representations that any particular result or outcome will be achieved. Subject to your statutory rights as a consumer, we exclude all terms, conditions, warranties, representations or guarantees which might otherwise be implied into these Terms by law.
17.3. Indemnity
You agree to indemnify and hold harmless MMC, its members, partners, therapists, officers, employees, agents and contractors (“Those Indemnified”) from and against any loss, damage, claim, demand or liability (including reasonable legal costs) incurred or suffered by any of Those Indemnified arising out of or in connection with’:
(a) breach of any clause of these Terms;
(b) misuse of our Website or booking system;
(c) failure to provide accurate and complete health information;
(d) negligent, abusive, inappropriate or unlawful conduct before, during or after a Treatment; or
(e) any claim brought by a Participant for whom you have made a Booking.
18. General
18.1. Governing law and jurisdiction
These Terms governed by the law of England and Wales. Each party irrevocably submits to the exclusive jurisdiction of the courts of England and courts of appeal from them in respect of any proceedings arising out of or in connection with these Terms. Each party irrevocably waives any objection to the venue of any legal process on the basis that the process has been brought in an inconvenient forum.
18.2. Waiver
No party to these Terms may rely on the words or conduct of any other party as a waiver of any right unless the waiver is in writing and signed by the party granting the waiver.
18.3. Severance
Any term of these Terms which is wholly or partially void or unenforceable is severed to the extent that it is void or unenforceable. The validity and enforceability of the remainder of this agreement is not limited or otherwise affected.
18.4. Joint and several liability
An obligation or a liability assumed by, or a right conferred on, two or more persons binds or benefits them jointly and severally.
18.5. Assignment
A party shall not assign, novate or otherwise transfer any of its rights or obligations under these Terms without the prior written consent of the other party.
18.6. Entire agreement
These Terms embodies the entire agreement between the parties and supersedes any prior negotiation, conduct, arrangement, understanding or agreement, express or implied, in relation to the subject matter of this agreement.
18.7. Third party rights
This agreement does not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement.
18.8. Interpretation
(a) (singular and plural) words in the singular includes the plural (and vice versa);
(b) (currency) a reference to £, or “GBP”, is to the currency of the United Kingdom;
(c) (gender) words indicating a gender includes the corresponding words of any other gender;
(d) (defined terms) if a word or phrase is given a defined meaning, any other part of speech or grammatical form of that word or phrase has a corresponding meaning;
(e) (person) a reference to “person” or “you” includes an individual, the estate of an individual, a corporation, an authority, an association, consortium or joint venture (whether incorporated or unincorporated), a partnership, a trust and any other entity;
(f) (party) a reference to a party includes that party’s executors, administrators, successors and permitted assigns, including persons taking by way of novation and, in the case of a trustee, includes any substituted or additional trustee;
(g) (these Terms/this agreement) a reference to a party, clause, paragraph, schedule, exhibit, attachment or annexure is a reference to a party, clause, paragraph, schedule, exhibit, attachment or annexure to or of these Terms, and a reference to these Terms includes all schedules, exhibits, attachments and annexures to it;
(h) (document) a reference to a document (including these Terms) is to that document as varied, novated, ratified or replaced from time to time;
(i) (headings) headings and words in bold type are for convenience only and do not affect interpretation;
(j) (includes) the word “includes” and similar words in any form is not a word of limitation;
(k) (adverse interpretation) no provision of these Terms will be interpreted adversely to a party because that party was responsible for the preparation of these Terms or that provision; and
(l) (in writing or written) includes communication by email.