Terms and Conditions

Request an appointment

New clients can request an appointment by using the form at the following link:

• www.serenella-reflexology.co.uk/book

Please note it may take up to 36 hours to get back to you (Please whatsapp for last minute bookings*)

Existing clients can request an appointment for their subsequent treatments by whatsapp.

*WHATSAPP FOR LAST MINUTE BOOKINGS! For last minute bookings (appointments for the same day or day after) I suggest to reach me out by whatsapp as I may be busy with other clients or travelling to clients home and I may be unable to answer your call or check my emails. However my diary fills up quickly and this does not guarantee you will be offered a slot. I am sure you can understand this is a small business and I manage everything by myself so I may not be always able to meet your request especially if it is made with short notice. New clients are required to provide the details requested on the automatic text sent (full name, treatment required, reason, etc…).

Due to a high number of spam/dodgy calls and texts I DON’T TAKE AT THE MOMENT bookings through call and text from new clients (unless you have not whatsapp and text contains your full name, treatment required, reason for treatment and any other genuine request of info).

Confirm your booking

For new clients the booking process requires to fill in a short online pre-consultation and an upfront payment of the full treatment value at the time of the request of booking to secure the slot.

For mobile service same terms apply.

For existing clients payment in advance is not required.

Mobile service requires payment in advance for first treatment and follow ups at the time of the appointment request in order to secure the slot.

In the event the request of booking is made well in advance (about 4/3 weeks in advance) I reserve the slot but I will not require form and payment at the time of the request of booking unless the same slot is required by another client. Client will be contacted again in a date closer to the scheduled appointment (about 10 days prior the date or earlier should I receive another request of appointment for same day and same slot) and it will be invited to formalize the booking by making payment and submitting form.

Once slot has been offered and agreed by text/call/whatsapp, the client will have 1 hour to confirm the appointment and so reserve the slot by using the methods stated above. After this time the slot will be available for everyone who wish to book it. This will allow other clients in the waiting list to book their appointment.

Please click here for my Cancellation and Refund Policy

I am a full member of the Association of Reflexologists (AoR) which demonstrates that I have a nationally recognised Diploma in Reflexology.

As an AoR member:

• I am bound by the AoR Code of Practice and Ethics.
• I follow the AoR Good Practice Policy and hygiene guidance to ensure client safety.
• I will always be adequately insured for medical malpractice /professional indemnity requirements. The industry standard is in excess of £5 million cover.
• I comply with the AoR Continuing Professional Development requirements which ensures my practice is kept up to date.
• I am compliant with GDPR data protection, please see my separate GDPR policy here. Your information will remain confidential at all times.

As a professional and highly qualified reflexologist with MAR status, I will provide you with the appropriate bespoke treatment and support. I offer other therapies in addition to Reflexology. I provide all therapies to the same high standard expected by the AoR for Reflexology. I also have insurance in place for these additional therapies.

During the booking process the client must inform of any present health conditions and must fill-in a consultation form at the first treatment. Clients are also required to keep informed the therapist of any change on their medical condition should they arise before each following appointment. Some medical conditions may require a GP approval.

I reserves the right to refuse to offer a treatment in case the client shows at the time of the booking fever, nausea, diarrhoea, infectious disease, undiagnosed pain, is under the influence of alcohol or drugs, if the client does not provide a GP letter consent when required or has not informed the therapist of a new presence of a medical condition that is a contra-indication to the treatment. In this circumstance the client will be still charged the full session amount.

Mobile Service is available upon request and requires an extra charge starting from £5 for Reflexology and from £10 for massage based on your location (this difference on the fee is related to the different equipment needed for these two types of treatments).
The service is offered in London within area 1 and 2: Lambeth, Kennington, Oval, Vauxhall, Stockwell, Brixton, Clapham, Nine Elms, Battersea, Chelsea, Kensington, Notting Hill, Marylebone, St John’s Wood, Swiss Cottage, Belgravia, Central London, Islington, Shadwell, Limehouse, Canary Wharf, Canada Water, Bermondsey, London Bridge.
However I may offer the service in some areas of zone 3 (especially those one in South London close to my studio such as Balham, Streatham). Contact me if this applies to you.
Facials and The Rituals are not available for mobile service.
Mobile service always requires payment in advance for new and existing clients and for each treatment.
Mobile service is a service offered at my own discretion and I may refuse to offer it in some circumstances NO LIMITED TO no lift and home located over 2nd floor, stair size and room size not suitable to carry/open my massage table and carry out my work, excessive distance from your home to bus stops and/or train stations, inaccessible and unsafe roads/alleys to reach your home and/or poorly lit roads. Please note I do not offer my services in gardens, terraces even during summer time.
Serenella – Reflexology and More does not accept liability for lateness due to incorrect address provided, lateness of the client on give access to the home. It is care of the client to provide the correct address at all times and be on time for their treatment. In case any of these circumstances arises I may be unable to provide you the treatment or I may offer you a shorter treatment but you will be still charged the full amount. In case I arrive at the designed place and you do not answer the intercom and I am unable to reach you out by phone, I am happy to give a grace period of 15 minutes after which I will leave your place and your booking will be considered as a no-show (still charged full amount). Full cancellation and refund policy here.

I do not have a waiting room in my studio to accommodate visitors accompanying clients therefore all clients is required to enter the studio alone. For those who have disabilities and need a companion I can offer home visit where possible as the size of my studio does not allow the access to more than 2 people. Mobile service is subjects to ‘Mobile Service’ terms and conditions.

My services are offered to women clients only. Under Section 35 Subsection 2 of the Sex Discrimination Act 1975 is permissible and legitimate to provide a single-sex service where physical contact is involved.

Services can only be offered to the client who booked. Bookings made on behalf of third people cannot be accepted (this does not apply in the event of any medical disabilities/impairment/illness). Any treatment booked cannot be changed to another within 24 hours from the appointment scheduled.

Clients are required to remove jewelleries and make up when necessary. For full body treatments (De-stress, Deep Tissue, Pregnancy Massage and Manual Lymphatic Drainage) clients must keep their underwear. Nudity will not be accepted. Clients will be covered with towels throughout the treatment and only the part treated will be exposed from time to time.
As qualified professional therapist I DO NOT OFFER any sexual service or “sensual massage”. Offensive approach and disrespectful behaviour will not be accepted. Should such a similar circumstance arises I reserve the right to stop the treatment at any time (with no refund) and report to the police whenever necessary.

My studio is located on ground floor. No parking available.

Clients is kindly asked to arrive on time for their appointment as courtesy to other clients coming after. As I don’t have a waiting area is also required not to arrive early from the time scheduled and to come alone. Please bear in mind that I may be not able to open the door for you if you come early, I may be with another client or setting up the room/cleaning.

I politely invite all my clients especially at their first treatment to plan their journey in advance to avoid potential lateness because you don’t find me. If you check it in advance you will have plenty of time to contact me and ask for help on how to find me.

Clients will be asked to bring all their belongings inside the treatment room (only the coat, umbrellas can be left at the entrance). They can bel left on the chair or under the chair inside the basket at client’s discretion. It is client’s responsibility to ensure they took all their belongings before leaving my studio. If you forget something I will certainly hold it for you but please come and collect it as soon as possible.

At my studio is available toilet but is not possible to have a shower.

If you are planning to come by bike, you can leave it in a safe place inside my building.

Each appointment starts at the time scheduled which means that if we agreed 11am you will be kindly asked to arrive at 11am. All appointments (except reflexology*) last about 10 minute extra over the time duration of the service booked. Therefore If your appointment is at 11am for 90 minutes massage, your appointment starts at 11am and ends approximately at 12:40pm and includes catch up, consultation, use of toilet and 90 minutes of massage. 

*Reflexology/Maternity Reflexology appointment lasts 60 minutes and include consultation, aftercare advice, catch-up, use of toilet and treatment).

The loyalty card is issued by and remain property of Serenella – Reflexology and More which reserves the right to withdraw and alter scheme at any time without notice.
Photocopies of the loyalty card will not be valid.
Serenella – Reflexology and More does not accept liability for lost, stolen or damaged cards.
One loyalty card will be given to each new client and must be used by one client only per card.
One loyalty stamp will be earned at each treatment. Loyalty stamps will not be earned with free treatments. At the 8^th treatment the client will be offered 10 minutes extra that can be added to any massage 60min, MLD 60 and 80min (excluded Reflexology, Facials and The Ritual).

At the 10th treatment client will be given a free £15 gift voucher to use in 1 month time on any treatment worth minimum £65. The Gift voucher cannot be used to pay for your 10th treatment but only from 11th treatment onwards and it cannot be used to buy packages, treatments discounted and is not compatible with any other offer/promotion.
Loyalty card is valid 1 year from the date of first stamp.

For occasional Gift Vouchers gifted to existing clients apply the following terms and conditions: regardless the amount they can only be used for a treatment worth £65 or over. They are valid 1 month since the date of issue unless otherwise stated on the gift voucher and cannot be used to pay for packages or treatments discounted neither are compatible with other offers and promotions.

All gift vouchers issued by Serenella – Reflexology and More as part of the loyalty card program or gifted cannot be exchanged for cash. Gift Vouchers are not available for purchase as gift for third parties.

Packages are block of 5 treatments discounted to pay upfront (payments are made by bank transfer).
The package must be completed in 2 months time (8 weeks). The first treatment need to be booked immediately after purchasing the package.
For mobile service, the mobile fee applies for each treatment and need to be paid along with the package.
Packages are offered to all existing clients who have already tried my services and wish treatments on a regular basis.
For each treatment booked cancellation fee apply under 24 hours notice as for any other appointment.

Serenella – Reflexology and More reserves the right to withdraw and alter scheme at any time without notice.

Serenella – Reflexology and More takes every care possible to ensure that services descriptions and all other information is correct and accurate at time of publication on the site and does not accept responsibility for errors in content. The site is constantly kept updated however some variations may occur, although not limited to prices, description treatments, designs, promotions/offers/discounts.
Serenella – Reflexology and More reserves the right to withdraw/change/increase the prices as well as to withdraw/change/cancel a service/promotions at any time without notice.
Serenella – Reflexology and More will do its best to ensure that the website is available and functions correctly at all times, but we make no warranties as to the availability or accessibility of the website, and we will not be liable for any damages, loss, costs or expenses incurred by you as a result of any lack of availability or accessibility of the website.