Massage House
General Terms of Service
Version: 1.0
Date: 15.03.2021
Massage House operates an online platform connecting customers with independent, professional wellness therapists (“Providers”).
To use this service, you must:
To balance customer flexibility with fairness to our Providers, we utilize a tiered refund structure.
Massage House provides professional wellness services only. We are not an escort service and do not provide sexual, erotic, or adult services.
Clients must at all times conduct themselves in a respectful and appropriate manner.
Where a treatment cannot proceed or is terminated due to a breach of this clause, the booking will be treated as a late cancellation or no-show, and no refund will be due. The Client’s account may also be suspended or permanently removed from the platform.
4.1 Health Disclosure & Medical Disclaimer
5.1 Client Responsibilities
The Client is responsible for providing the following items at the treatment location unless expressly agreed otherwise at the time of booking:
5.2 Provider Responsibilities
The Provider will supply all professional massage products required for the treatment, including massage oils, lotions, or creams, unless otherwise stated in the treatment description.
5.3 Failure to Provide Required Items
If the Client fails to provide the required towels or an appropriate treatment environment, and the session cannot reasonably proceed, this may be treated as a late cancellation or no-show. In such circumstances, no refund will be due.
To ensure safety and quality, all communication must stay within the Massage House platform.
We maintain a strict window for disputes to ensure Providers are compensated promptly:
7.1 Reviews & Feedback
8.1 Force Majeure
Neither Massage House nor the Provider shall be liable for any failure or delay in performing their obligations where such failure or delay results from events beyond their reasonable control. These include, but are not limited to, acts of God, extreme weather, transport disruption, illness, accidents, government restrictions, power failures, or other emergencies.
Where a booking cannot proceed due to a force majeure event, Massage House will use reasonable efforts to offer a reschedule or refund, as appropriate.
9.1 Data Protection
Massage House processes personal data in accordance with applicable data protection laws, including the UK General Data Protection Regulation (UK GDPR).
Further information on how personal data is collected, used, stored, and shared is set out in our Privacy Policy, available at:
www.massagehouse.co.uk/privacy-policy
The Privacy Policy forms part of these Terms.
All content on the Massage House platform, including text, branding, logos, images, and software, is owned by or licensed to Massage House. Clients may not copy, reproduce, distribute, or use any platform content for commercial purposes without prior written consent.
Massage House reserves the right to amend these Terms from time to time. Updated versions will be published on the platform and will apply from the date of publication. Continued use of the platform after changes are made constitutes acceptance of the updated Terms.
Company Details:
Trading name: Massage House
Country of incorporation: England and Wales
Office and contact address: 11-12 Old Bond Street, Mayfair, London, W1S 4PN
Contact email address: info@massagehouse.co.uk
Other contact information: www.massagehouse.co.uk
Massage House
Provider Terms
Version: 1.0
Date: 15.03.2021
1.1 Self-Employed Status: The Provider operates as an independent, self-employed contractor. Nothing in this agreement creates an employment, worker, partnership, joint venture, or agency relationship.
1.2 Platform Role: Massage House acts solely as an introduction platform and booking agent. The Provider acts at all times as principal in providing services to Customers.
1.3 Financial Obligations: The Provider is solely responsible for all tax, National Insurance, VAT (if applicable), and statutory or regulatory obligations.
1.4 Breach of Status: Any assertion by the Provider that they are an employee, worker, or agent of Massage House constitutes a material breach and may result in immediate termination. The Provider agrees to indemnify and hold harmless Massage House against all related claims.
2.1 Compliance: The Provider must hold and maintain all required qualifications, licences, permissions, and appropriate professional and public liability insurance.
2.2 Standard of Care: Services must be provided professionally, safely, hygienically, and competently, in compliance with applicable laws and professional standards.
3.1 Authority to Bind: By setting availability, the Provider authorises Massage House to conclude binding bookings on their behalf as commercial agent.
3.2 Commitment: Any booking made within confirmed availability is automatically accepted and constitutes a binding obligation to attend and perform the service, except in cases of genuine emergency (Force Majeure).
3.3 Platform Discretion: Massage House may refuse, cancel, or restrict any booking or Customer access where reasonably necessary for safety, legal, operational, compliance, or reputational reasons.
3.4 No Guaranteed Work: Massage House does not guarantee any minimum number of bookings or income.
3.5 Platform Monitoring: Massage House may monitor use of the platform for security, compliance, quality assurance, fraud prevention, and investigation of complaints or disputes.
4.1 Collection & Commission: Massage House collects payments from Customers on the Provider’s behalf and may deduct its commission (inclusive of VAT where applicable) before paying the Provider.
4.2 Conditional Payment: No payment is due to the Provider unless and until payment has been successfully received and cleared from the Customer.
4.3 Set-Off: Massage House may deduct or set off any amounts owed by the Provider (including refunds, chargebacks, compensation, or administrative costs) from any sums payable to the Provider, without prior notice.
4.4 Payment Schedule: Payments to the Provider are processed weekly on Mondays and cover eligible bookings completed during the preceding seven (7) days, provided that Customer payment has been successfully received and cleared. Massage House makes no guarantee as to the exact time funds will be received by the Provider, as this may depend on banking or payment processor timelines.
5.1 Notice Requirements: To cancel a booking due to an emergency (Force Majeure), the Provider must notify the Platform as soon as reasonably practicable, and no later than 9:00 AM on the day of the booking and at least three (3) hours before the scheduled start time, unless circumstances make this impossible. The Platform may request reasonable evidence to support the Force Majeure event.
5.2 Cancellation Fee: If a cancellation is unjustified or fails to meet notice requirements, Massage House will recover an amount equal to the platform commission as a genuine pre-estimate of administrative and reputational loss.
5.3 No-Shows: Failure to attend a booking may result in a full refund to the Customer and recovery of administrative costs from the Provider’s account.
5.4 Customer Cancellations: Where a Customer cancels, Massage House may, at its discretion, issue refunds, partial refunds, credits, or offer a rescheduled booking in accordance with platform policies. No payment is due unless and until the Customer has been successfully charged.
The Provider acknowledges that no payment is due for bookings cancelled by the Customer with twelve (12) or more hours’ notice. For cancellations with less than twelve (12) hours’ notice or Customer no-shows, the Provider shall receive their full fee minus commission, subject to the Platform successfully retaining the fee and not issuing a refund to the Customer.
6.1 Professional Boundaries: Only professional massage and wellness services are permitted.
6.2 Inappropriate Behaviour: Where a Customer engages in sexual, inappropriate, or unsafe behaviour, the Provider may issue one clear warning requesting the behaviour stop immediately.
6.3 Termination of Session: If behaviour continues after a warning, or is sufficiently serious, the Provider must terminate the session and report the incident to Massage House as soon as reasonably practicable. Such termination is not treated as a Provider cancellation, and no refund is due to the Customer.
6.4 Complaints & Investigations: The Provider agrees to cooperate fully with any complaint, investigation, regulatory enquiry, insurance matter, or dispute, including providing information reasonably requested.
6.5 Authority: The Provider authorises Massage House to manage complaints and issue refunds, credits, or compensation at its discretion. Decisions are final and binding.
7.1 Notice by Platform: Massage House may terminate this agreement with one (1) week’s written notice.
7.2 Notice by Provider: The Provider may terminate this agreement with four (4) weeks’ written notice.
7.3 Immediate Termination: Massage House may terminate this agreement immediately where required for legal, regulatory, safety, or reputational reasons, or in the event of a material breach.
7.4 Data & Access on Termination: Upon termination or suspension of this agreement, the Provider must immediately cease using the Massage House platform and delete or return all Customer data, platform data, confidential information, and access credentials.
7.5 Public Statements: The Provider must not make or publish any public statements relating to disputes, complaints, or termination of this agreement that could reasonably be expected to harm the reputation of Massage House, without prior written consent.
8.1 Non-Circumvention: The Provider must not solicit or contract directly with Customers introduced via the platform for six (6) months following a booking.
8.2 Data Protection: Customer personal data must be processed solely for service delivery and in compliance with applicable data protection laws.
9.1 Provider Responsibility
Massage House is not responsible for the Provider’s acts or omissions.
9.2 Limitation of Liability
To the maximum extent permitted by law, Massage House’s total aggregate liability (including for negligence) arising out of or in connection with this Agreement or the Provider’s use of the Platform shall be limited to the total commission paid or payable by the Provider to Massage House in the twelve (12) months preceding the event giving rise to the claim.
9.3 Excluded Losses
Massage House shall not be liable for any economic losses (including loss of profits, revenue, business, contracts, or anticipated savings), loss of goodwill or reputation, indirect or consequential losses, or loss of or damage to data, even if such losses were foreseeable.
9.4 Indemnity
The Provider agrees to indemnify and hold harmless Massage House against all claims, losses, costs, liabilities, and expenses (including reasonable legal fees) arising from:
• the Provider’s services or conduct;
• any breach of this Agreement; or
• any tax, employment, worker-status, or regulatory claims relating to the Provider.
The Provider consents to the collection, use, and processing of personal data (including image, profile, and professional information) for platform operation, bookings, quality assurance, complaint handling, and related marketing, in accordance with applicable law.
11.1 The Provider acknowledges that the reputation, brand, and goodwill of Massage House are of material importance.
11.2 The Provider agrees not to engage in any conduct that could reasonably be expected to harm, damage, or adversely affect the reputation, goodwill, or brand of Massage House.
11.3 Where the Provider’s conduct has had, or is reasonably likely to have, a negative impact on the Massage House brand, the Provider agrees to promptly take such remedial action as reasonably requested by Massage House.
11.4 Failure to comply with this clause may result in suspension or termination of the Provider’s access to the platform, without prejudice to any other rights or remedies available to Massage House.
The provisions of this Agreement which by their nature or express wording are intended to survive termination shall continue in full force and effect following termination, including (without limitation) clauses relating to Provider Status, Payments, Cancellations, Client Cancellations, Refunds and Set-Off, Complaints, Brand Reputation, Limitation of Liability and Indemnity, Governing Law, and Dispute Resolution.
This agreement is governed by the laws of England and Wales. The parties submit to the exclusive jurisdiction of the English courts.
14.1 Right to Amend
Massage House may amend, update, or replace this Agreement from time to time to reflect changes in law, regulation, platform functionality, business practices, or operational requirements.
14.2 Notification of Changes
Where material changes are made, Massage House will provide reasonable notice to the Provider by email, in-app notification, or by publishing the updated Agreement on the Platform.
14.3 Acceptance of Updated Terms
The Provider’s continued access to or use of the Platform after the effective date of any amended Agreement constitutes the Provider’s acceptance of the revised terms.
14.4 Right to Terminate
If the Provider does not agree to the updated terms, the Provider must cease using the Platform and may terminate this Agreement in accordance with Clause 7.
Company Details:
Trading name: Massage House
Country of incorporation: England and Wales
Office and contact address: 11-12 Old Bond Street, Mayfair, London, W1S 4PN
Contact email address: info@massagehouse.co.uk
Other contact information: www.massagehouse.co.uk
