Terms and Conditions & Privacy Policy 

 

My commitment to my clients

• All treatments provided by Lunar Waves Massage will last for the specified duration purchased. i.e. a 60-minute treatment will last 60 minutes

• All clients must complete a consultation form prior to treatment and will receive up to 5 minutes consultation in addition to their treatment. Clients will receive an additional 10-minute consultation for their first treatment session

• Treatments will only be conducted if Lunar Waves Massage deems the treatment safe for the client to receive

• GP/Consultant permission may be required before treatments can be provided
   

Inappropriate Behaviour

• Lunar Waves Massage has the right to terminate a treatment immediately if the client demonstrates inappropriate behaviour of any kind

 

Cancellation Policy

• A booking is confirmed once Lunar Waves Massage, and the client have both agreed a date, time, duration and location for a treatment. A deposit of 50% of the cost of the treatment will be payable upon booking

• If an appointment is cancelled more than 48 hours before treatment, no charge is made. Cancellation notices of less than 48 hours before treatment but more than 24 hours: the charge is 50% of the treatment cost. Within 24 hours or no-show appointments the charge is the full treatment price, payable immediately. Please note that the cancellation fee may be waived at Lunar Waves Massages discretion in exceptional circumstances, and the deposit fully refunded

• If a client is experiencing symptoms of Covid-19 or has knowingly come into contact with someone with Covid-19 symptoms within two weeks prior to the treatment, the client must cancel their session with immediate effect and the cancellation fee will be waived

• Lunar Waves Massage has the right to cancel a treatment by giving 24 hours’ notice. In such circumstances the client's deposit will be fully refunded.

• Lunar Waves Massage 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, and the client's deposit will be fully refunded

• Lunar Waves Massage has the right to cancel a treatment without notice if the client is intoxicated or inebriated

• Lunar Waves Massage commits to rearranging treatments to a new time and date within two weeks of the cancelled treatment where possible

 

Vouchers

• 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 up to and including the expiry date

• Postage will only be charged for vouchers that are paid for online 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 Lunar Waves Massage’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 Lunar Waves Massage’s discretion, including testimonials

• Photographs will only be displayed with the consent of the people in the photograph

• Photograph consent may be obtained by Lunar Waves Massage verbally, or in writing if the client completes a photo release form

• Photo release forms can be requested by phone or email

 

Payment

• Lunar Waves Massage accepts payment in cash, debit card or bank transfer, with the balance payable on the day of the treatment.  Invoices will be issued to clients who do not pay for, or who cancel, treatments without the required notice of cancellation, as stipulated in the ‘Cancellation Policy’ above

• Invoices must be paid within 7 days of the issue date

• Payment will be collected for the full treatment price, provided more than 10 minutes has been spent massaging the client

 

Privacy

• Client treatment details and consultations will not be discussed with anyone other than the client 

• Consultation Forms and treatment notes will be kept on file securely by Lunar Waves Massage

• All clients must complete a consultation form prior to receiving Lunar Waves Massage treatments

• By signing the consultation form, clients are giving Lunar Waves Massage permission to hold records and data about them in accordance with our Privacy Policy

• Personal information will not be shared with any third parties

 

Young Clients

• Lunar Waves Massage only provides treatment to adults 18+.

 

Complaints Procedure

• If a client wishes to make a complaint about Lunar Waves Massage, this must be emailed to the address specified at jeanie@lunarwavesmassage.com

• 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

• Lunar Waves Massage abides by the Code of Ethics in Practice Policy provided by Thinktree™

• Lunar Waves Massage is fully insured by ARAG Legal Expenses Insurance Company Limited

• Lunar Waves Massage is a member of Thinktree™️

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Data Protection and Privacy Policy

Introduction

 

Lunar Waves Massage understands that your personal data is entrusted to us and appreciate the importance of protecting and respecting your privacy. To this end we comply fully with the data protection law in force in the UK (“Data Protection Laws”). This Data Protection and Privacy Policy sets out the basis on which we collect and process personal data about you including our practices regarding the collection, use, storage and disclosure of personal data that we collect from you and/or hold about you, and your rights in relation to that data.

 

Please read the following carefully to understand how we process your personal data. By providing your personal data to us or by using our services, website or other online or digital platforms you are accepting or consenting to the practices as described or referred to in this Privacy Policy.

 

For the purpose of Data Protection Laws, the data controller is Lunar Waves Massage, with registered address at: 29, Kenilworth Hall, Bridge Street, Kenilworth, CV8 1BQ.

 

About Personal Data and Special Category Data

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Personal Data is information that relates to an identified or identifiable individual. Some basic examples are your name, home address or email address.

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The UK Information Commissioner’s Office (ICO) defines some categories of data as being sensitive in nature. This is called Special Category Data and must be stored, handled and used with additional care. Information about someone’s health is Special Category Data.

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Why We Collect Your Personal and Special Category Data

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The lawful basis for us collecting your personal and special category data is our legitimate interest in making sure we provide a safe and effective service to you while complying with our legal and regulatory responsibilities.

 

When you register and become a client of Lunar Waves Massage you are consenting to us storing and processing and personal and/or special category data you provide us with in order to supply you with our services.

 

When We Collect Your Personal Data

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If you choose to enquire about or engage our services, we might ask you to provide some personal data. We collect this information so we can provide our services to you in a safe, effective and responsible way.

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​​We may collect personal data about you if you:

 

• Visit our website or participate in interactive features on our website

• Enquire about any of our services or therapies

• Register with us to become a client or book to receive any of our services or treatments

• Fill in a form or survey for us

• Participate in a competition or promotion or other marketing activity

• Contact us—for example, by email, telephone or social media

 

The Personal Data We May Collect

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When you register as a client of Lunar Waves Massage, attend an appointment, receive a service or make certain enquiries, we may request information from you, such as:

 

• Your name, address and contact details (including email address and phone number)

• Details of referrals, quotes and other contact and correspondence we may have had with you

• Details of services or treatments you have received from us

• Notes about your health and any other services or treatment you have received

• Information obtained from our customer surveys, promotions and competitions that you have entered or taken part in

• Client feedback you might choose to provide

• Information about complaints and incidents

• Information you give us when you make a payment to us, such as financial or credit card information

 

We may also request information from you including that relating to your health. Such information is classified by the UK’s Information Commissioner’s Office (ICO) as Special Category Data because it is sensitive in nature. We take special precautions to ensure that this, and indeed all your, information is stored securely and seen and used only by authorised people. By providing us with Special Category Data, you give us your consent to process it for the purposes set out in this Privacy Policy.

 

How We Use Your Personal Data

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Your personal data will be kept confidential and secure and, unless you agree otherwise, will only be used for the purpose(s) for which it was collected and in accordance with this Privacy Policy and applicable Data Protection Laws.

 

To Provide You with Service

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As part of the booking process, we might use your contact information to provide you with reminders about an upcoming appointment.

 

In addition, we use your information to:

 

• Inform and guide you regarding suitable products, massages and therapies

• Provide and perform the best possible professional massage and complementary holistic therapy treatments for you

• Ensure it is safe for you to receive these treatments

 

We may also use your personal information for internal purposes such as to:

 

• Provide you with information, products or services that you request from us

• Enable us to carry out our obligations to you relating to the provision by us of services or treatments to you and related matters such as billing, accounting and audit, credit or other payment card verification and anti-fraud screening

• Notify you about changes to our products or services

• Review and analyse the services we offer for effectiveness and safety, and research new services to offer our clients

• Respond to requests where we have a legal or regulatory obligation to do so

 

If necessary, and with your explicit consent, we may share your personal information with your GP as part of our legal, regulatory and ethical responsibilities for your health and safety.

 

Information and Marketing

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We might also, but only with your explicit consent, use your personal contact data to send information to you regarding our products, services and offers via mail, email, phone or SMS/text message.

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If you later decide you no longer wish to receive this information you can opt out at any time by contacting us by email, text message, phone or by using the Unsubscribe link in our emails.

 

We will not give or sell your personal information to third parties for marketing purposes.

 

How We Protect Your Personal Data

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We take the security of the personal information you provide us with very seriously.

 

We store your personal data electronically, using computer systems with restricted access kept in locations protected by physical security measures. This includes electronic data stored on third-party systems, with access is limited to Lunar Waves Massage employees and designated support staff only. Our computer systems are encrypted to help guard against unauthorised access and backed up to prevent data loss.

 

We may also store some personal data in hard copy form. Such paper copies are retained and stored securely and are only accessible by our employees and designated support staff.

 

At your request, we may occasionally transfer personal information to you via email, or you may choose to transfer information to us via email. Email is not a secure method of information transmission; if you choose to send or receive such information via email, you recognise and accept this and do so at your own risk.

 

Integrity and Retention of Personal Information

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We endeavour to keep your personal information accurate, complete and up to date. We will review your information with you from time to time so that both you and we can be sure it is up to date.

 

Providing our services means that we have obligations to keep certain recorded information for specific lengths of time—for example, for insurance purposes. We will therefore retain your personal information to provide requested services to you, and thereafter only for as long as is required by law or regulation.

 

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Disposal of Your Personal Information

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Your personal information that we hold will no longer be considered ‘relevant’ when:

• it is superseded by more up to date records—for example, by completing a new Client Consultation Form because of significant health changes; or

• you inform us you will no longer be using our services; or

• 12 months elapse since your latest booking and treatment, in which case we will assume you will no longer be using our services.

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When the personal information we hold for you is no longer ‘relevant’ we will:

 

• archive any we are required to keep for specific lengths of time—for example, for insurance purposes we are required to retain certain details for 7 years

• dispose of your remaining personal information—including any relating to our Loyalty Scheme (see below);

• dispose of your archived personal information after its retention period has passed.

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When disposing of your personal information we will do so in a secure manner.

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Disposing of Loyalty Scheme Records

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The records we keep to operate our Loyalty Scheme are information about you. This means they will be disposed of if you no longer use our services—either by informing us, or by allowing 12 months to elapse since your last appointment and treatment. Any reward massages you have accrued will be lost, as will the count of any paid-for massages toward your next reward massage.

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If you subsequently return to using our services we will consider you to be a new customer, and enter you into the Loyalty Scheme with a starting balance of zero.

 

Disclosure to Third Parties

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We may use third parties to store your information in order to use technology to provide our services to you in the most efficient and safe way. For example, we might use electronic booking management software to plan appointments, which involves storing your information on third party systems.

 

Any third parties used to store your information can only access the information in a support capacity. Further access is only available to our employees and support staff. In an emergency and if you are incapacitated, we may also process your personal data (including sensitive personal data) or make personal data available to third parties on the basis of protecting your ‘vital interest’ (i.e, your life or your health).

 

On rare occasions, it may be necessary—by law, legal process, litigation, and/or requests from public and governmental authorities within or outside your country of residence—for us to disclose your personal information. We may also disclose information about you if we determine that for purposes of national security, law enforcement, or other issues of public importance, disclosure is necessary or appropriate.

 

Additionally, in the event of a reorganisation, merger or sale of our business we may transfer any and all personal information we collect to the relevant third party.

 

Your Rights to Access and Update Your Information

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Under UK law, you have certain rights in respect of the personal data that we hold about you. In addition to your right to stop marketing, detailed above, here is a short overview of the most commonly used rights. It is not an exhaustive statement of the law.

 

• With some exceptions designed to protect the rights of others, you have the right to a copy of the personal data that we hold about you as an individual. This is usually provided free of charge and supplied within 30 days.
   

• You have the right to have the personal data we hold about you corrected if it is factually inaccurate. If any of your personal data has changed—especially contact information such as email address, postal address and phone number—please let us know so we can ensure your personal data is kept up to date.

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If you want to exercise your rights in respect of your personal data, the best way to do so is to contact us by email or in writing, as described below. To protect your privacy, we may ask you to prove your identity before we take any steps in response to such a request.

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Any Questions?

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If you have any questions or concerns about our Privacy Policy or how we process your data, please contact us.

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We are committed to protecting and respecting your privacy. 

 

How to Contact Us

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You can contact Lunar Waves Massage:

 

• By email: jeanie@lunarwavesmassage.com

• By phone: 07799892971

• By writing to: Lunar Waves Massage, Flat 29, Kenilworth Hall, Bridge Street, Kenilworth, CV9 1BQ

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If you are making a formal request regarding your personal data, please contact us by email or in writing so your request may be properly logged and audited.

 

Changes to our Privacy Policy

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We keep our Privacy Policy under regular review and as a result it may be amended from time to time without notice. As a result, we encourage you to review this Privacy Policy periodically.
 

© 2025 Lunar Waves Massage

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