At Home Terms & Conditions

1. Definitions

the following words shall have the following meanings:

Customer means the individual who will be receiving the treatment from the Therapist
OSMC means On Site Massage Co Ltd
Therapist means the self employed therapist registered with OSMC who attends the location requested by the Customer for the purpose of performing the Treatment.
Treatment means the Treatment selected by the Customer that the Therapist is qualified to perform. Treatment descriptions are available on our website. www.onsitemassageco.com/whatever
Location means the location that the Customer has requested for the treatment to take place
Services means the services set out in Clause 2 of this agreement

2. Services
2.1 OSMC shall provide a booking service for a complementary therapy mobile visiting service where the therapist travels to the location requested by the Customer to perform the service

2.2 The Service may also be available at a location provided by the Therapist if requested by the Customer.

2.3 Bookings requests can be submitted 24 hours a day 7 days a week through our website or between 9am and 5.30pm Monday to Friday by telephone and will be responded to by OSMC within 24 working hours.

2.4 48 working hours are generally required when booking an appointment. To request a booking within less than 48 hours, the Customer should contact OSMC on 08450 090 212.

2.5 Therapist’s availability will vary but appointments are generally available between 9am and 9pm 7 days a week.

2.6 OSMC will confirm the booking by email once a therapist has been assigned. Should there be no therapists available for the requested day and time the Customer will be notified within 48 working hours and either an alternative date and and/or time will be offered or a refund will be issued. If the Customer does not receive the booking confirmation email within 48 hours of the booking request, they should contact OSMC by emailing athome@onsitemassageco.com or calling 08450 090 212.

2.7 The minimum booking period for any Service is one hour (60 minutes) exclusive of travel time both to and from the Customers location. Should the Customer require the Therapist to work in excess of the 1 hour period, time can be purchased in blocks of 30 mins @£25 per 30 min block up to a maximum of 2 hours.

3. OSMC Obligations

3.1 OSMC will act as an agent to obtain Customers on behalf of the Therapist and provide a booking, administration and payment collection service only.

3.2 To the customer, OSMC shall provide a register of fully qualified and insured Therapists from which the Customer can book a treatment with in their area.

3.3 OSMC will, so far as possible, check that each Therapist is fully qualified and insured to practice their stated Treatments. Copies of qualification and public liability/professional indemnity insurance certificates are available to the Customer upon request.

3.4 OSMC insist that all Therapists agree to a strict code of ethical practice although OSMC cannot monitor or take responsibility for the day-to-day activities of its individual Therapists.

3.5 OSMC warrants to the Customer that the Therapist shall provide the Services using reasonable care and exercising proper professional skill and diligence in the rendering of the Treatment and, as far as reasonably possible, in accordance with the information provided. However the responsibility for the performance of the Services lies with the Therapist.

4. Customer Obligations
4.1 For home visits, Customers must provide the Therapist with a suitable environment to carry out the service including access to sufficient light, power point, hot water, reasonable working space to set up and everything that the Therapist may reasonably require in accordance to health and safety requirements.

4.2 The Customer warrants that they shall treat the Therapist in a fair, safe and lawful manner at all times

4.3 Customers must provide OSMC with accurate details for the booking including location address, email address and phone number along with any special requirements or pre existing medical conditions.

4.4 It is recommended that you consult your doctor prior to making a booking if you have any pre existing medical condition. If you have not consulted your doctor nor discussed your pre existing medical condition with your therapist prior to confirming your bookings and you’re therapist deems you unsuitable for treatment after the medical history questionnaire, you will not be entitled to a refund

4.5 Customers must complete a medical history consultation on their first treatment and inform the Therapist of any medical history that may affect the treatment. You will also be asked to sign a disclaimer form for insurance purposes.

4.6 Customers must inform OSMC if they are under 16 years old as parental permission must be obtained.

4.7 The therapist reserves the right not to carry out the service if he or she reasonably thinks it is in breach of health and safety regulations or if they deem the customer unfit to receive a treatment. If the customer is in any doubt as to whether they are unsuitable to receive the requested treatment they must raise this with OSMC before their appointment is confirmed.

4.8 The Customer must be ready to receive the service at the agreed start time. Delays of over 15 minutes shall incur an extra charge of £12.50 for each 15mins the appointment over runs however the Therapist is under no obligation to provide the full one hour Treatment where the Customer causes the start time to be delayed. OSMC will issue an invoice to the Customer with payment due on receipt.

4.9 Customers must not book further services with a Therapist without notifying OSMC.

5. Therapists Obligations
5.1 Therapists must be fully qualified and insured to provide their stated Treatments and must provide OSMC with up to date copies of their qualification and public liability/professional indemnity certificates

5.2 On receiving a booking request, Therapists must accept or decline the appointment within 48 hours

5.3 If the Therapist is not available to provide a Treatment at the requested time, the Therapist should contact the client directly and attempt to re-arrange the booking with the Customer at a mutually convenient time. If the appointment cannot be rearranged, the Therapist must inform OSMC immediately either by phone, email or within their At Home account.

5.4 The Therapist should inform the Client as soon as is reasonably possible if they need to change or cancellation a confirmed booking by email and/or telephone and endeavor to find a suitable time to re-arrange to.

5.5 The Therapist should inform the Client as soon as is reasonably possible if they running late for a booking. If the therapist is more than 15 minutes late for a booking, the Customer has the right to reschedule the booking with the Therapist without incurring further charge or cancel the booking and request a refund.

5.6 Therapists must exercise reasonable skill and diligence in the rendering of a Treatment.

6. Payment and Pricing
6.1 Standard booking fees are £50 for a one hour booking.

6.2 Bookings are charged to the Customers credit or debit card at the time that the booking request is made.

6.3 Payment may also be made by direct bank transfer or cheque on request.

6.4 Bookings will not be confirmed until full payment is received.

6.5 The Therapist confirms that OSMC is collecting this payment on behalf of the Therapist.

6.6 All prices are inclusive of VAT unless otherwise stated.

6.7 Vouchers
6.8 Vouchers are non refundable and have a cash value of 0.0000001p. They are valid for 12 months from the date of issue.
Once an appointment has been made with a voucher, cancellations made with 48 hours notice or more may be rescheduled

6.9 Vouchers can be purchased online or over the telephone and are available in denominations of £25 or £50. Where a £25 voucher is used in part payment for a £50 treatment, the Customer will be charged the remaining amount when making their booking.

6.10 The charge for postage and packaging of vouchers is £2.50 per order and will be dispatched by first class post within 48 hours of the order. Vouchers distributed by email will carry no additional charge

7. Refunds & Cancellations
7.1 You may cancel or reschedule your booking without charge at any time up to 48 hours before the time scheduled for the booking. To cancel a booking, you must give written notice of cancellation to both OSMC and the Therapist. To reschedule a booking you must contact your therapist directly by telephone. Cancellations made with less than 48 hours notice will not be refunded.

7.2 To claim a refund you must contact OSMC by telephone on 08450 090 212 or email athome@onsitemassageco.com.

7.3 If you made your booking using a voucher, we will re validate the voucher to be used at a future time.

7.4 Reasons to claim a refund:
7.4.1 You’ve cancelled your appointment with more than 48 hours notice.

7.4.2You were unable to book a suitable appointment time with a therapist in your area.

7.4.3 The therapist did not attend your confirmed appointment

7.4.4 The Therapist was more than 15 minutes late for your confirmed appointment and the appointment did not take place.

7.5 If you would like to claim a refund for any other reason, please contact OSMC directly in writing within 7 days of the booking.

8. Complaints
8.1 In the unlikely event that any of our Customers have cause for complaint, all complaints should be made in writing and sent by post or email to OSMC within 7 days of the appointment date. All complaints are taken with the utmost seriousness and will be investigated thoroughly. Therapists in breach of Code of Ethics are liable to suspension or expulsion.

9. Liability
9.1 The Customer acknowledges that the Therapist remains self-employed and is an independent contractor, not an employee of OSMC and that any liability as to the provision of a Massage is between an Individual and the Therapist.

9.2 OSMC is not responsible for any act or omission of the Therapist or for any negligence on their part

9.3 OSMC shall have no liability to the Customer for any loss, damage, costs, expenses or other claims for compensation arising from the use of the Services by the Client, and the entire liability shall not exceed the amount of the charges for the provision of the Services.

10. Law
10.1 This Agreement shall be subject to English Law and the sole jurisdiction of the English Courts