Terms & Conditions
These are the terms and conditions of service with The Lazy Frog. By using our services, you are agreeing to be bound by these terms, so we've tried to keep this simple and in plain English. On this page, we explain our policies around how we deliver services to guests, how we handle bookings, refunds, complaints and so on.
- Our Services
- Late Arrivals
- Cancellations & No-Shows
- Discounts & Promotions
- Loyalty Cards
- Gift Cards
- Refusal of Service
- Refunds & Satisfaction
- Disputes & Complaints
- Company Information
We only provide the services shown here on our web site and within our premises. Our massage services are intended to reduce stress, provide relief from muscular tension or spasm, or for increasing circulation. We do not diagnose illness, disease or any other physical or mental disorder. We do not prescribe medical treatment nor perform spinal manipulations.
Important Liability Notice
You must provide accurate and relevant information about your health and any medical conditions that might affect your safety and comfort. It is your responsibility to determine, through obtaining appropriate medical advice, that you are fit and well to receive our services. We accept no liability for suffering, injury or death arising from using our services, unless specifically caused by professional negligence on the part of our staff.
We accept bookings online or by phone. You can also email us to request a booking, but your booking is not confirmed until you have received a reply from us.
The duration of your booking is for the whole appointment, not just the massage. If you book a one hour session, this includes your undressing, dressing and preparation time. It doesn't mean you have a full hour massage in addition to the time needed to arrive, undress and so on. It's therefore a good idea to arrive 5 to 10 minutes early for your appointment.
When you make a booking, we will try to accommodate any special requests (e.g. a particular member of staff or a variation to your treatment/service). However, we cannot promise to do this. If we've been able to accommodate a special request before, that doesn't mean we can always do so in future.
Deposits & pre-payment
We do not normally ask for a deposit or for pre-payment in advance of a session, but you are free to pay in advance if you wish. However, there are certain circumstances where we may ask for a deposit of pre-payment. These are:
- For bookings during busy times when there is a lot of demand
- If a guest has a history of cancellations or no-shows
In these situations, we may require you to pay either a £50 or a 50% deposit for your sessions (whichever is lower). You will lose this deposit if you are a no-show or cancel within 24 hours of the appointment.
The duration of your booking is for the whole appointment, not just the treatment. You should aim to arrive at least 5 to 10 minutes in advance of your appointment, so that you can check in and we can start your treatment promptly.
After all, if you book an hour of massage, we want you spend as much of that hour as possible giving you the massage - not lose 20 minutes of it by being late, signing in, getting changed, and so on. If you're running late, call us as soon as you can to let us know.
If you are late for your appointment, we may have to shorten the duration of your treatment. This is to avoid a knock-on effect where other guests are delayed.
If your session is shortened, we will only charge you for the length of your session, rounded up to the nearest 15 minute interval.
For example, 10 to 15 minutes late for an hour booking will still be charged 1 hour, and 20 minutes late will be charged for 45 minutes. Except for foot massages, if there is less than 30 minutes of massage time remaining, we may have to cancel your booking. This will be counted as a cancellation under the policy below.
Cancellations & No-Shows
Except in an emergency, or where the booking was made the same day, we require 24 hours' notice for a booking cancellation.
For a same-day appointment cancellation, we require at least 2 hours' notice. To be clear, cancelling or rescheduling for a later date within an hour of the appointment will be considered a 'no-show' for the purposes of this policy. This is because we have no opportunity to offer the appointment to another guest.
For your booking, we reserve and prepare a massage station for you. We will have planned our staffing rota and coordinated with other guest bookings to ensure a member of staff with the right skills is available for you. We may have turned away other guests trying to book for the same day and time, because we've reserved these resources for you. Therefore, we hope you can understand that a short notice cancellation or failing to show up for your session really has an impact.
If you regularly cancel bookings or fail to show up for your appointments, we may require you to pay a £50 or a 50% deposit for your sessions (whichever is lower).
This deposit covers our staffing and administration costs. We have to spend time and effort trying to find another guest to take your slot at short notice and, more than likely, we will have to pay our therapist to sit idle as a result of your non-attendance. You will therefore lose this deposit if you are a no-show or cancel within 24 hours of the appointment.
We will do everything in our power to deliver the service that you have booked. In extraordinary circumstances beyond our control, we may be prevented from doing so. Here are some examples:
- Adverse or severe weather conditions such as heavy snowfall, avalanches, floods or earthquakes
- Road traffic accidents
- Unforeseen traffic delays or road closures
- Warfare and acts of terrorism (or the threat thereof)
- Industrial dispute and labour strikes action
- Civil strife
- Problems caused by other guests
- Significant risk to human health such as the outbreak of serious disease
- Natural or nuclear disaster
- Fire, chemical or biological disaster
- Unavoidable technical problems
- All similar events outside of our reasonable control
In the event that your appointment cannot go ahead, we will try to re-book you for a suitable alternative date or time.
Discounts & Promotions
We may offer discounts and promotions from time to time. Only one discount or promotion can be applied to any transaction. You cannot combine discounts or promotions.
If your session is eligible for more than one discount or covered by more than one promotion, you can choose which one you want to apply.
All discounts and promotions are at our entire discretion. We can start, stop or change the terms of a discount/promotion as we see fit.
We may partner with third party organisations on some promotions. We accept no responsibility or liability for how any third party chooses to manage their promotional offerings.
We will award one stamp on your loyalty card for each massage of one hour or more. You can get two stamps for a two hour massage, or a couple's massage of an hour.
A completed loyalty card (five stamps) can be exchanged for an extra 20 minutes of massage time, added to your next massage.
We may, from time to time, offer to exchange completed cards for items of branded merchandise. If so, you can choose between an item of merchandise or extra time on your next massage.
Loyalty cards have no monetary value and cannot be exchanged for cash.
We have partnered with Square to offer electronic gift cards and paper vouchers that can be used towards any treatment at The Lazy Frog.
- Gift card balances and vouchers cannot be exchanged for cash.
- If you choose a treatment that is less than the voucher value, you cannot exchange any unused balance for cash (there is no 'change' on vouchers).
- You will not be refunded or get any credit towards a treatment for lost or stolen vouchers.
- There is no expiry date on electronic gift cards, but paper vouchers must be used within any expiry date marked.
- We reserve the right to refuse any paper vouchers that are unreadably damaged, or that appear in our judgment to have been tampered with.
- We accept no liability for alteration or termination of the electronic gift card service by Square.
We are not responsible for any issues arising from technical difficulties or policy changes by Square.
Physical gift cards
Physical gift cards can be purchased from our salon, or you can buy then online via our web site. If purchased online, a gift card will normally be available for collection the following business day.
If you wish, you can have a gift card posted to you after purchasing it online. Simply email your postal address to email@example.com once your online purchase has completed and you have received your order number.
Gift cards can only be used at our salon in Wokingham. Make sure that you, or the intended recipient of the gift card, will be able to travel to our salon in order to use the gift card.
If you wish to get a refund on your gift card purchase, there will be a £2 deduction from the refund to cover the supply and administration costs of the card.
Refusal of Service
Naturally, we want you to have a wonderful, relaxing time during your session. We do, however, reserve the right to refuse service. This should only happen in exceptional circumstances. For example, we may refuse service if:
- A guest is, or appears to be, intoxicated
- A guest is loud, rowdy, rude, abusive or aggressive to either our staff or other guests
- A guest racially or sexually harasses a member of staff or other guests
- A guest inappropriately touches a member of staff
- A guest has, or appears to have, a health or medical issue that might prevent us safely providing the service
- A guest has a personal hygiene issue that would cause embarrassment or discomfort to the guest, the staff or other guests
This list is not exhaustive, but you get the idea. We'll always treat you with dignity and respect. Please treat us and other guests the same way.
Refunds & Satisfaction
We want you to be delighted with your experience at The Lazy Frog. If you are not enjoying a session, please talk to our staff and we'll try to adapt to your needs. If you are still not enjoying your session, or if you're finding it too painful or intolerably uncomfortable, you can stop the session immediately. Provided you ask to stop within the first 15 minutes, we won't ask you to pay a penny!
Please note that we may still require payment if we reasonably believe that a claim for dissatisfaction is contrived to avoid paying (e.g. after completing half or more of a session without saying anything). It's very rare, but every now and then someone will try this on.
Refunds after a session
It is normal to feel some soreness or tenderness after a massage, and especially after a more vigorous, deep tissue one. You should not normally experience any bruising, although redness is quite common. An occasional bruise can occur, especially if you are prone to bruising, on blood thinning medication and so on. You must inform us of any such medical conditions that you are aware of. However, you should not suffer extensive bruising or any real injury. You will be entitled to a full refund in the event of such an injury arising from our treatment.
Refunds of gift cards
If you wish to get a refund on the purchase of a physical gift card, just let us know. We will refund the amount back to your card (or return the amount in cash, if it was bought with cash). Note that we will issue the refund to the purchaser (receipt holder). We will deduct £2 from the amount refunded, to recover some of the costs of the gift card printing and order administration.
Refunds of e-gift cards will be 100% of the amount paid.
Disputes & Complaints
We hope you will not have cause for complaint! However, if you do wish to raise a complaint, please contact us and let us know. We will investigate your complaint and do everything in our power to arrive at a reasonable resolution. We will try to respond to all complaints within 30 days (but usually much sooner).
"The Lazy Frog" is a trading name of Fat Lazy Frog Ltd., Mill House, 58 Guildford Street, Chertsey, Surrey, KT16 9BE. Company number 13220702.