Terms of Service

We kindly ask all our clients to read these Terms of Service carefully.By booking an appointment with Voila Thai Therapy London, you agree to these Terms of Service and our Privacy Policy.

Limited Liability

By booking or receiving any services from Voila Thai Therapy, you agree that:

(a) You will notify your therapist and/or Voila Thai Therapy of any known medical conditions or injuries, and update us on any changes to your health before receiving treatment. Voila Thai Therapy and its therapists accept no liability if you fail to disclose such information.

(b) All massage treatments at Voila Thai Therapy are intended for relaxation, stress relief, muscular tension release, and improved circulation. They are not a substitute for medical care. Our therapists are not qualified to perform spinal or skeletal adjustments, diagnose illnesses, prescribe medication, or treat medical or mental health conditions.

(c) If within the first 15 minutes of your treatment, you feel the service is not meeting your expectations, you may request a different therapist or a full refund. If you experience any pain or discomfort during the session, please inform your therapist immediately so they can adjust the pressure or technique. Failure to do so means you cannot hold your therapist or Voila Thai Therapy responsible for any discomfort experienced during or after the session.

(d) Massage therapy at Voila Thai Therapy is entirely therapeutic and strictly non-sexual.

(e) Our therapists reserve the right to refuse to treat a client, or any part of the body, if they have reasonable cause. Voila Thai Therapy reserves the right to terminate any session if it is deemed unsafe or not in the client’s best interest to continue. Clients may also refuse, modify, or terminate treatment at any time.

Pregnancy

We do not accept massage for clients who are below 16 weeks pregnant. We have a limited number of pregnancy specialist masseuses on site, so please book in advance and please quote your pregnancy term before booking. If you have any further queries on this, please do not hesitate to give us a call.

Clients under the age of 18

Clients aged 12–18 may receive massage therapy at Voila Thai Therapy only with written consent from a parent or legal guardian. The parent/guardian must be present to help complete the Health Questionnaire Form.

For clients aged 15 and under, a parent/guardian must be present in the treatment room.
For clients aged 16–17, a parent/guardian should be present for the session unless, after establishing a comfortable therapeutic relationship, both client and therapist agree otherwise.
Appropriate draping will be used at all times, with only the area being treated uncovered.

Appointments

You can book with Voila Thai Therapy via our website, by phone, text, or email.

Please arrive 10 minutes early for your appointment to prepare for your treatment. Late arrivals will result in a shortened session to avoid disrupting other clients.

Before your first appointment, you will be asked to complete a Consultation Form. This must be completed before treatment can begin. Completing it on arrival may reduce your treatment time.

Your consultation record will be kept for 6 months, after which you will be asked to complete a new form. It is your responsibility to inform us of any changes to your details or health.

Cancellations & Late Arrivals

We require at least 12 hours' notice for cancellations. Failure to provide adequate notice or failure to attend will result in being charged the full session fee.

We will review exceptions on a case-by-case basis for:

Covid-19 related symptoms
Fluctuating long-term medical conditions
Pregnancy

Late arrivals – Sessions will end at the scheduled time. We cannot extend treatments beyond the original booking.

Health & Safety

Due to the close-contact nature of massage, our therapists maintain a high standard of hygiene and expect clients to do the same.

If a therapist is unwell, they will not work to avoid cross-contamination. We will inform you as early as possible if we need to reschedule your appointment.

Clients must not attend if they are unwell with a cold, flu, infection, or other illness. Please contact us promptly to rearrange.

Confidentiality

Voila Thai Therapy and its staff cannot accept responsibility for the loss or damage of personal belongings while you are on our premises.

Personal Belongings

Voila Thai Therapy has a zero-tolerance policy for physical or verbal abuse, inappropriate conduct, or aggressive behaviour towards therapists, staff, or other clients. Such behaviour will result in immediate termination of the session, possible banning from our services, and potential legal action.

Voilà Thai Therapy