Refund and Cancellation Policy

Last Updated: 3 January 2026

This Refund and Cancellation Policy explains how cancellations, changes, and refunds are handled in relation to services discovered through the Book My Massage platform. Book My Massage is an online directory and marketplace platform operated by XDezo Limited, connecting users with independent massage therapists, wellness centres, and related service providers across the United Kingdom. Book My Massage does not process customer payments, does not handle deposits, and does not issue refunds for massage services. All service-related payments and refunds are handled directly between the customer and the service provider.

1Important Platform Notice

Book My Massage:

  • does not provide massage or wellness services
  • does not employ service providers
  • does not act as an agent or intermediary
  • does not collect or process payments from customers

Any agreement for services, including pricing, cancellations, refunds, or rescheduling, exists solely between the customer and the service provider.

2For Customers and Users

a. No Payments to Book My Massage

Customers do not pay Book My Massage for massage services. All payments for services are made:

  • directly to the massage therapist or business, or
  • through the provider’s own website, booking system, or payment method

As Book My Massage is not involved in the payment process, we cannot provide:

  • refunds or partial refunds
  • compensation for cancelled or missed appointments
  • reimbursement for dissatisfaction with services

Any refund, cancellation, or dispute must be raised directly with the service provider.

b. Service Provider Cancellation Policies

Each massage provider listed on the Platform sets their own cancellation and rescheduling policies. These may include:

  • free cancellation within a specified time period
  • charges for late cancellations or no-shows
  • specific refund terms for any pre-paid services (if applicable)

Customers are responsible for reviewing and understanding the provider’s policies before confirming any appointment.

3For Massage Providers and Businesses

a. Customer Bookings

If a provider cancels or reschedules a customer appointment, the provider is responsible for:

  • informing the customer promptly
  • offering a suitable alternative or refund where appropriate

Repeated last-minute cancellations or poor handling of customer bookings may affect reviews, visibility, or listing status on the Platform.

b. Payments to Book My Massage

Massage providers and businesses may pay Book My Massage for services such as:

  • listings
  • subscriptions
  • premium features
  • promotional services

All such payments are governed by the commercial terms agreed at the time of registration, onboarding, or purchase.

Unless required by applicable law, Book My Massage does not issue refunds for:

  • listing or subscription fees already charged
  • completed or partially delivered promotional services
  • unused portions of subscription periods

This does not affect any statutory rights you may have under applicable law.

If you believe there is a billing error or wish to cancel a subscription for future periods, please contact us before your next billing date.

4Platform Limitations

Book My Massage does not:

  • manage or control customer payments
  • hold deposits or funds
  • process refunds on behalf of providers
  • make decisions in disputes between customers and providers

The Platform provides tools to connect users and providers and enable enquiries or booking requests, but the responsibility for service delivery and financial matters lies entirely with the service provider.

5Assistance and Guidance

If you are unsure who to contact regarding a cancellation or refund, you may contact Book My Massage for guidance.

Any assistance we provide is informational only and does not:

  • constitute a decision on disputes
  • create an obligation on providers
  • replace the provider’s own policies

6Changes to This Policy

We may update this Refund and Cancellation Policy from time to time to reflect:

  • changes in platform features
  • changes in business practices
  • legal or regulatory updates

Any changes will be posted on this page with an updated “Last Updated” date.

7Contact Us

If you have questions about this policy, please contact us at:

support@bookmymassage.co.uk