Client care essentials

Terms & Conditions

These guidelines outline how Bertie's Mobile Massage Clinic looks after every home visit, including scheduling, payment, and safety practices. They are written to keep sessions smooth for London clients while giving you confidence about what to expect.

Need support?

Our small team responds to questions Monday–Saturday 8am-8pm. Reach out before or after booking if you need anything clarified.

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How we work

The foundation of every appointment

Every policy below is designed to protect your time, home, and wellbeing. These principles apply to massage, breathwork, and any bespoke treatment delivered by Bertie.

Transparent agreements

We confirm date, duration, pricing, and any special requirements before travelling so there are no surprises on the day.

Respectful spaces

Clients provide a calm, smoke-free area with enough room for the mobile table. Bertie supplies all linens, oils, and music.

Care-led practice

Your comfort, consent, and safety lead every technique. Sessions pause immediately if you need a break or adjustment.

Bookings & scheduling

Appointments are secured once you select a slot via Calendly or email and receive confirmation from our team. We ask for at least 12 hours’ notice to reschedule so another client may benefit from the space. If travel or weather disrupts access to your location, Bertie will contact you immediately to arrange a new time.

  • Home visits cover Camden, Hampstead, Primrose Hill, Marylebone, King’s Cross, and neighbouring areas.
  • Extended travel beyond 6 miles may require an additional fee agreed in writing beforehand.
  • Clients arriving more than 15 minutes late may forfeit time from the session to stay on schedule.

On-visit experience

Prepare a warm room with enough space for a professional massage table (approximately 2m x 1m clearance). Pets should be kept in another area, and young children supervised by another adult if possible. Bertie uses professional oils and linens, though you are welcome to provide hypoallergenic alternatives if preferred.

  • Always communicate any discomfort during treatment so pressure or positioning can be adjusted.
  • Notify us about allergies, pregnancies, recent surgeries, or health changes that may affect treatment.
  • Either the therapist or client may end a session if respectful conduct is not maintained.

Payments & refunds

Sessions are paid via secure link or bank transfer before the appointment starts. Receipts are issued digitally for every booking. Cancellations with less than 12 hours’ notice are charged in full to cover travel and preparation time.

  • Packages, couples visits, and corporate bookings follow the same policies unless otherwise stated.
  • Refunds are processed within 5 business days when applicable.
  • Discounts and promotions cannot be combined unless specified.

Health, safety & privacy

We comply with UK hygiene and safeguarding guidelines for mobile therapists. Bertie sanitises hands, table, and equipment before and after each appointment, and fresh linens are used for every client. Personal data shared during booking is stored securely and only used to manage your sessions.

  • Inform us immediately if you feel unwell so we can move your session to a safer time.
  • We never share your personal information with third parties outside of payment processing.
  • Feedback is encouraged—email or call if you would like clarifications or adjustments to these policies.