Terms & Conditions
Endulge Holistic Therapy
Last updated: September 2026
These Terms & Conditions apply to treatment bookings, treatment courses, packages, prepaid services and gift vouchers purchased from Endulge Holistic Therapy ("Endulge", "we", "us" or "our").
By making a booking or purchasing a treatment, course, package or gift voucher, you agree to the terms applicable to that purchase.
These terms are intended to provide a fair and transparent framework for both our clients and Endulge. Nothing within these Terms & Conditions excludes, restricts or replaces your statutory consumer rights.
1. APPOINTMENT BOOKINGS & ADVANCE PAYMENT
All appointments with Endulge are subject to full payment in advance at the time of booking, unless we expressly agree otherwise in writing.
Payment is required in order to:
- confirm the booking;
- reserve the treatment time exclusively for the client;
- reduce the risk of non-attendance and late cancellation; and
- allow Endulge to manage practitioner availability and appointment capacity fairly.
An appointment is not considered fully confirmed until the required payment has been received.
Once payment has been received, the appointment time is reserved specifically for that client and may no longer be available for another customer.
Advance payment does not remove or restrict any statutory cancellation or refund rights that may apply under UK consumer law.
Treatment remains subject to consultation, suitability and contraindications where applicable.
2. OUR 24-HOUR CANCELLATION POLICY
We require a minimum of 24 hours' notice if you wish to cancel or reschedule an appointment.
Because appointments are paid for in advance and the treatment time is reserved exclusively for the client, late cancellation or non-attendance may result in some or all of the prepaid amount being retained where this reasonably reflects the loss caused to Endulge.
Cancellations made with at least 24 hours' notice
Where an individual prepaid appointment is cancelled at least 24 hours before the scheduled appointment, you may ordinarily:
- reschedule your appointment without a cancellation charge; or
- request a refund of the amount paid for that individual appointment, subject to any treatment-course/package terms and your statutory rights.
Cancellations made with less than 24 hours' notice
Where less than 24 hours' notice is provided, Endulge may make a cancellation charge reflecting the reasonable loss caused by the late cancellation.
As payment has already been made in advance, Endulge may retain some or all of the prepaid appointment fee where this reasonably reflects the loss resulting from the late cancellation.
Where we are able to refill the appointment or otherwise reduce our loss, this will be taken into consideration.
Where the appointment forms part of a prepaid treatment course or package, the appointment may be treated as used where this is reasonable in the circumstances.
Failure to attend
If you fail to attend an appointment without giving notice, the prepaid appointment fee may be retained where this reasonably reflects Endulge's resulting loss.
For prepaid courses or packages, the relevant session may be deducted from the package where reasonable.
3. WHY WE REQUIRE PAYMENT IN ADVANCE
Endulge operates on an appointment-only basis and allocates dedicated practitioner time to each client.
Requiring payment in advance helps us to:
- protect appointment availability;
- reduce no-shows;
- minimise last-minute cancellations;
- manage practitioner schedules efficiently; and
- maintain fair access to appointments for other clients.
Advance payment is therefore a condition of booking unless otherwise agreed.
However, prepaid amounts will not be retained automatically or disproportionately. Any cancellation charge or amount retained will be applied reasonably and consistently with applicable consumer law.
4. EXCEPTIONAL CIRCUMSTANCES
We understand that emergencies, sudden illness, accidents and other exceptional circumstances can occur.
Where you are unable to attend because of exceptional circumstances, please contact us as soon as reasonably possible.
We may exercise reasonable discretion regarding cancellation charges or rescheduling depending upon the circumstances.
5. LATE ARRIVALS
Please arrive on time for your appointment.
If you arrive late, we may need to shorten your treatment to avoid delaying subsequent clients.
Where the full appointment period was reserved exclusively for you and the time cannot reasonably be recovered, the full treatment price may remain payable.
TREATMENT COURSES & PACKAGES
6. PURCHASING A TREATMENT COURSE OR PACKAGE
Endulge may offer treatment courses or packages consisting of multiple treatments.
These may be offered at a preferential package price or include a discount in return for purchasing a planned course of treatment.
Payment may be taken:
- in full at the time the package is purchased; or
- by an expressly agreed instalment arrangement.
Where individual appointments within a package are scheduled, those appointments remain subject to Endulge's advance-booking and cancellation requirements.
Before purchasing, the following information will ordinarily be made available to you:
- treatments included;
- number of treatments;
- package price;
- applicable discount;
- payment arrangements;
- package validity period; and
- any important treatment-specific conditions.
Treatment outcomes cannot be guaranteed. Results vary according to the individual, treatment selected, health and medical history, lifestyle, adherence to treatment and aftercare, and other factors.
7. PACKAGE DISCOUNTS
Package discounts are provided on the basis that the client is purchasing an agreed course or package rather than individual appointments.
Where a client chooses to terminate a package before completing it, Endulge will carry out a fair account reconciliation.
This may take into consideration:
- treatments already provided;
- reasonable costs already incurred specifically in providing the package;
- appointments properly chargeable under our cancellation policy; and
- any genuine net financial loss directly resulting from early termination after reasonable steps have been taken to reduce that loss.
Any adjustment to the benefit of a package discount following early termination will only be made where this was clearly disclosed as a condition of the package when purchased and where permitted by applicable consumer law.
Cancellation charges will not be used as a penalty and Endulge will not seek to recover more than its legitimate loss.
8. PAYMENT BY INSTALMENTS
Where Endulge agrees to allow a package to be paid by instalments, the instalment arrangement is a method of paying for the agreed package and does not automatically turn the package into a series of separate purchases.
The payment amount and schedule will be agreed before the treatment programme begins.
Unless otherwise expressly agreed, instalment payments must be made in advance of the treatment period to which they relate.
If an instalment becomes overdue, Endulge may temporarily pause future treatment and refuse to reserve further appointment slots until the account has been brought up to date.
Nothing within an instalment agreement removes or restricts your statutory consumer rights.
9. MEDICAL CONDITIONS, INJURY & CHANGES IN HEALTH
Your health and safety are our priority.
You must inform Endulge of any relevant changes in your health that could affect treatment suitability, including:
- pregnancy;
- accidents or injuries;
- surgery;
- new diagnoses;
- new medication or significant medication changes;
- infections or contagious illness; or
- any other significant change in health.
Where we consider a treatment temporarily unsuitable or contraindicated, we reserve the right to postpone that treatment for your safety.
You will not be required to undergo a treatment that Endulge considers unsafe or clinically inappropriate merely to maintain your package schedule.
10. MEDICAL INTERRUPTION & PACKAGE FREEZE
Where illness, injury, surgery, pregnancy or another significant medical circumstance temporarily prevents you from receiving treatment, please contact us as soon as reasonably possible.
Depending upon the circumstances and treatment involved, Endulge may offer an appropriate:
- temporary package freeze;
- extension of the validity period;
- rescheduling of treatment;
- modification of the treatment programme; or
- alternative treatment.
Where an alternative treatment is proposed, this will be discussed with you before treatment and will only proceed with your agreement.
A temporary medical interruption does not automatically terminate the entire treatment package.
Where your circumstances mean that remaining treatments can no longer safely or reasonably be provided, we will review your package and any unused prepaid balance in accordance with these terms and applicable consumer law.
11. TREATMENT SUBSTITUTION
Where a treatment within a package becomes temporarily unsuitable, Endulge may discuss alternative suitable treatments with you.
Any proposed substitution will take into consideration treatment suitability, contraindications, availability, professional judgement and the value of the original treatment.
We will not substitute a treatment without discussing the proposed change with you.
12. PACKAGE VALIDITY & EXPIRY
Treatment packages will have a stated validity period or expiry date.
Clients are responsible for booking appointments sufficiently in advance to use their treatments within this period.
Where significant illness, injury, surgery, pregnancy or another exceptional circumstance has prevented reasonable use of the package, Endulge will consider an appropriate extension.
Any expiry provision will be applied fairly and does not override your statutory rights.
REFUNDS & EARLY TERMINATION
13. PREPAID TREATMENTS
All standard appointments are ordinarily paid for in advance.
Where treatment has not yet been supplied, any refund entitlement will depend upon:
- when the cancellation request is made;
- whether the appointment falls within the 24-hour cancellation period;
- whether the treatment forms part of a package;
- whether Endulge has incurred a genuine loss; and
- whether statutory cancellation rights apply.
Advance payment does not mean that all prepaid amounts are automatically non-refundable.
Where a refund is due, Endulge will process it in accordance with these terms and applicable consumer law.
14. CHANGING YOUR MIND ABOUT A TREATMENT ALREADY RECEIVED
Treatments that have already been properly provided are not ordinarily refundable simply because you subsequently change your mind or decide that you no longer wish to continue treatment.
This does not affect your statutory rights where a service has not been supplied with reasonable care and skill or where another statutory remedy applies.
15. EARLY TERMINATION OF A COURSE OR PACKAGE
You may ask to terminate a treatment course or package before completing it.
Where you have paid in advance for treatment that has not yet been provided, Endulge will review your account.
Any refund calculation may take into account:
- treatment/services already supplied;
- legitimate costs already incurred;
- appointments properly subject to cancellation charges; and
- genuine net financial losses directly caused by the cancellation.
We will take reasonable steps to reduce avoidable losses and will not seek to charge twice for the same loss.
Where a refundable balance remains following reconciliation, this will normally be refunded to the original payment method where reasonably practicable.
16. CANCELLATION BY ENDULGE
Occasionally, Endulge may need to cancel or postpone an appointment because of therapist illness, equipment problems, contraindications, safety concerns, emergencies or circumstances outside our reasonable control.
Where this occurs, we will normally offer to reschedule the affected appointment without additional charge.
Where Endulge permanently cannot provide a prepaid treatment and no mutually acceptable alternative can be provided, an appropriate refund for treatment not supplied will be offered in accordance with your statutory rights.
17. CLIENT CONDUCT
Endulge is committed to providing a safe, respectful and professional environment.
We reserve the right to refuse or terminate treatment in cases involving threatening, abusive, discriminatory, sexually inappropriate, intimidating or unsafe behaviour.
Where a treatment relationship is terminated, any prepaid balance will be reconciled fairly taking into account services already supplied, legitimate losses and applicable consumer rights.
ONLINE & TELEPHONE PURCHASES
18. STATUTORY CANCELLATION RIGHTS
If you enter into a qualifying contract with Endulge online, by telephone or in certain circumstances away from our business premises, you may have statutory cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Where these Regulations apply to a service contract, you will normally have a 14-day cancellation period beginning in accordance with the applicable Regulations.
This statutory cooling-off period is separate from Endulge's 24-hour appointment cancellation policy.
Nothing within our 24-hour policy removes a statutory cancellation right where one applies.
19. REQUESTING TREATMENT DURING THE 14-DAY CANCELLATION PERIOD
If you purchase a qualifying service at a distance and want your treatment to begin before the statutory cancellation period has ended, we may ask you to expressly request that the service begins during that period.
If you subsequently exercise an applicable right to cancel after treatment has begun, you may be required to pay a proportionate amount for services already supplied, provided the applicable legal requirements have been satisfied.
Where a qualifying service has been fully performed during the cancellation period following your express request and the legally required acknowledgement, your statutory right to cancel that fully performed service may be lost.
GIFT VOUCHERS
20. GIFT VOUCHER PAYMENT
Gift vouchers must be paid for in full at the time of purchase unless otherwise expressly agreed.
A voucher will not ordinarily be issued until payment has been received.
21. GIFT VOUCHER VALIDITY
Endulge gift vouchers will carry a stated validity period or expiry date.
Please book sufficiently in advance of the expiry date, as appointment availability immediately before expiry cannot be guaranteed.
Any treatment-specific restrictions or promotional conditions will be stated when the voucher is purchased.
22. USING A GIFT VOUCHER
Gift vouchers may be redeemed against eligible Endulge treatments in accordance with the conditions stated on the voucher.
Treatments remain subject to consultation, contraindications and suitability.
Holding a voucher for a particular treatment does not require Endulge to provide that treatment where it would be unsafe or clinically inappropriate.
Where appropriate, we will discuss reasonable alternatives with the voucher holder.
23. CANCELLING AN APPOINTMENT BOOKED WITH A GIFT VOUCHER
Our standard 24-hour cancellation policy applies to appointments booked using gift vouchers.
Where at least 24 hours' notice is provided, the relevant voucher value will ordinarily remain available for another eligible appointment within the voucher's validity period.
Where less than 24 hours' notice is provided or the client fails to attend, an amount reflecting Endulge's reasonable loss may be deducted from the voucher.
24. GIFT VOUCHER REFUNDS
For vouchers purchased directly at our premises, there is not ordinarily an automatic statutory right to a refund merely because the purchaser changes their mind, although this does not affect any statutory rights that otherwise apply.
Where a gift voucher is purchased through a qualifying online, telephone or other distance/off-premises transaction, statutory cancellation rights may apply under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Where applicable, the purchaser will normally have a 14-day cancellation period, subject to applicable exceptions and circumstances in which services have already been supplied.
Where a monetary refund is legally due, it will normally be made to the original purchaser using the original payment method, where reasonably practicable.
A person who receives a voucher as a gift does not ordinarily have the right to exchange it for cash merely because they do not wish to use it.
25. PARTIALLY USED GIFT VOUCHERS
Where permitted by the voucher conditions, any remaining value following treatment may continue to be used for eligible Endulge services until the voucher expires.
Unused voucher balances are not ordinarily exchangeable for cash simply because the holder does not wish to use the remaining balance.
This does not affect statutory rights.
26. LOST, STOLEN OR DAMAGED GIFT VOUCHERS
Please treat gift vouchers with care.
Where Endulge can reliably verify the original purchase, voucher reference and remaining unused value, we may cancel the original voucher and issue a replacement.
We cannot guarantee replacement where ownership or the remaining balance cannot reasonably be verified.
27. GIFT VOUCHER EXTENSIONS
Where exceptional circumstances such as significant illness, injury, surgery or pregnancy have prevented a voucher from being used, please contact us.
We will consider reasonable requests for extensions individually.
Where possible, extension requests should be made before the voucher expires.
28. PROMOTIONAL, COMPLIMENTARY & LOYALTY VOUCHERS
Vouchers or credits provided free of charge as part of a promotion, competition, referral programme, loyalty scheme or goodwill gesture may have separate conditions and expiry periods.
Unless otherwise required by law, complimentary promotional credit does not have a cash redemption value.
TREATMENT RESULTS & CLIENT RESPONSIBILITIES
29. TREATMENT OUTCOMES
Endulge will provide its services with reasonable care and skill.
However, individual responses to massage, body contouring, aesthetic and other treatments vary.
We therefore cannot guarantee a particular cosmetic, therapeutic, weight-loss, pain-relief or other outcome unless such a guarantee is expressly provided in writing.
Clients must follow appropriate pre-treatment and aftercare advice and disclose information relevant to treatment safety.
30. AESTHETIC & BODY-CONTOURING TREATMENTS
Where applicable, clients will receive appropriate consultation and information concerning treatment suitability, risks, contraindications and aftercare.
Body-contouring and localised fat-reduction treatments should not be regarded as substitutes for appropriate weight-management, nutrition, exercise or medical care.
Treatment may be refused or postponed where Endulge considers it unsafe or inappropriate to proceed.
CONSUMER RIGHTS
31. YOUR STATUTORY RIGHTS
Nothing contained within these Terms & Conditions is intended to exclude, restrict or replace rights or remedies available to consumers under applicable UK law.
Relevant legislation may include the:
Consumer Rights Act 2015
and, where applicable, the:
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Among other protections, consumer services are required to be provided with reasonable care and skill. Where no time or price has been expressly agreed, the law may require performance within a reasonable time and payment of a reasonable price. Statements made by Endulge about a service that you rely upon when deciding to enter into the contract may also become binding terms.
Where a service does not conform to the Consumer Rights Act 2015, available remedies may include repeat performance or an appropriate price reduction, depending on the circumstances. These remedies are in addition to any other rights or remedies available under applicable law.
32. COMPLAINTS
If you are dissatisfied with a treatment, product, booking decision or the way these terms have been applied, please contact us as soon as reasonably possible so that we can investigate and seek to resolve the matter.
Please provide your name, contact details, appointment or order information and a clear description of your concern. We may request further information where reasonably necessary to investigate the complaint.
We will acknowledge and handle complaints fairly and within a reasonable time. Nothing in this complaints process prevents you from obtaining independent advice, using any applicable alternative dispute-resolution process or exercising your statutory rights.
33. LIABILITY
Nothing in these Terms & Conditions excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited.
Subject to the preceding paragraph, Endulge will not be responsible for loss that was not reasonably foreseeable when the contract was entered into, or for business loss arising from a consumer purchase. This does not affect liability for failing to provide services with reasonable care and skill or any other liability arising under applicable consumer law.
Clients remain responsible for providing accurate and complete information relevant to treatment suitability and for following reasonable pre-treatment and aftercare instructions.
34. PERSONAL INFORMATION
We process personal information in accordance with applicable data-protection law and our Privacy Policy, available at Privacy Policy.
Health and treatment information may be required to assess suitability, identify contraindications, provide services safely and maintain appropriate treatment records.
35. CHANGES TO THESE TERMS
We may update these Terms & Conditions from time to time to reflect changes in our services, business practices or legal obligations.
The version that applies to a booking or purchase will ordinarily be the version made available when the contract was entered into, unless a change is required by law or is expressly agreed with you. We will not use a later change to remove rights that have already arisen under an existing contract.
36. SEVERABILITY
If any provision of these Terms & Conditions is found to be unlawful, invalid or unenforceable, that provision will be treated as modified to the minimum extent necessary or, where modification is not possible, removed. The remaining provisions will continue to apply.
37. GOVERNING LAW & JURISDICTION
These Terms & Conditions are governed by the laws of England and Wales.
If you are a consumer resident elsewhere in the United Kingdom, you retain any mandatory protections available under the law of the part of the United Kingdom in which you live and may be entitled to bring proceedings in your local courts. Nothing in this clause limits any mandatory consumer right concerning applicable law or jurisdiction.
38. CONTACT DETAILS
If you have questions, wish to cancel a qualifying contract, request a refund or raise a complaint, please contact:
Endulge Holistic Therapy
Goals, Millbrook Point Road, Millbrook, Southampton, SO15 0JZ
Telephone: +44 2382 449408
Email: info@endulgeholistictherapy.co.uk