Refunds and Cancellation Policy

Last Updated: 19 July, 2025

This Refunds and Cancellation Policy explains how bookings, changes, and cancellations are handled on the Book My Massage platform. Book My Massage is a listing and booking platform that connects users with independent massage therapists and wellness centres across the United Kingdom. We do not process payments on behalf of customers and are not responsible for handling customer refunds. All payment and refund matters are between the customer and the massage provider they book with.

1For Customers and Users

a. No Direct Payments to Book My Massage

As a customer, you do not pay Book My Massage for any massage service. All payments are made directly to the therapist or massage business at the time of your appointment or via their own booking and payment system.

Because we are not involved in the payment process between customers and providers, we are unable to offer:

  • Refunds
  • Partial refunds
  • Booking fee reversals
  • Compensation for missed or cancelled appointments

If you have a concern regarding a refund, cancellation, or missed appointment, you must contact the provider you booked with directly.

b. Each Business Has Its Own Cancellation Policy

Massage providers listed on our platform may have their own terms for cancellations, rescheduling, and late arrivals. These policies may include:

  • Free cancellations within a certain time window
  • Charges for last-minute cancellations or no-shows
  • Refund conditions for prepaid services (if applicable)

Please make sure to review the cancellation and refund policy of the provider before confirming your booking.

2For Businesses and Massage Providers

a. Payments to Book My Massage

Businesses and massage therapists who list their services on Book My Massage may be subject to subscription fees, listing fees, or other service charges.

All payments made by businesses to Book My Massage are subject to the terms agreed upon during registration or onboarding. We do not issue refunds for:

  • Monthly or annual listing fees
  • Premium service subscriptions already delivered
  • Unused portions of subscription periods unless required by law

If you believe there is an error with your billing or you wish to cancel your subscription, please contact our support team at support@bookmymassage.co.uk before your next billing cycle.

b. Cancellations by Providers

If you cancel a customer’s booking, we strongly advise you to inform them in advance and offer an alternative time or refund if prepayment was made directly to you. Frequent last-minute cancellations may lead to negative reviews or impact your listing status on the platform.

3Platform Limitations and Responsibilities

Book My Massage does not:

  • Handle customer payments or deposits
  • Offer or manage refunds on behalf of massage providers
  • Interfere with disputes between customers and businesses

We provide the tools for connecting and booking, but the agreement for services lies between the customer and the provider. We encourage both parties to communicate clearly and respectfully when cancellations or refund issues arise.

4Need Help?

If you are unsure about a cancellation or refund matter and need assistance navigating the process, please feel free to contact us. While we cannot issue refunds or make decisions on behalf of providers, we may be able to help guide you to the right contact.