The Zen Den is a small, independent business. All treatments, with the exception of festival and event work, are administered exclusively by Rebecca (please bear this in mind when booking multiple treatments; these will have to be performed one after the other as there is just one therapist!)

New clients should request an appointment using the Request An Appointment form.

A booking fee of 50% is required at the time of booking to secure your appointment.

Treatments take place at my home in central Tunbridge Wells (just off Camden Road). For this reason, I do not advertise my address online. Address and directions will be provided once your booking is confirmed.

Upon making a booking, you will receive an email confirming all the details you need for the day, along with an email reminder or 24 hours prior to your appointment.

At your first appointment with me, you will be required to complete a New Client Consultation Form before your appointment. Please arrive five minutes early to your first appointment to complete this form, otherwise it will be part of your appointment time.

CANCELLATIONS & LATE ARRIVALS

Please be mindful of the therapist’s time, finances and rescheduling constraints when cancelling by providing as much notice as possible.

Cancellations within 24 hours will incur a charge of 50% of the treatment fee.

Cancellations within 12 hours will incur a charge of 100% of the treatment fee.

This is because I may not be able to fill your appointment slot and still need to cover my costs.

If you need to cancel your appointment at short notice because of a long-term medical condition which varies from day to day, or because you are more than 37 weeks pregnant, this will be handled at the therapist's discretion on a case-by-case basis.

Appointments run to strict timings with limited turn-around time between clients. It is important that our agreed appointment time and duration is adhered to. I appreciate that sometimes things happen, and you may arrive a little later or need to leave a bit earlier than planned. This is fine, but I cannot make up the missed time by overrunning or adding time to subsequent appointments. When visiting the treatment room, please ensure wherever possible that you arrive a few minutes early for your treatment.

GIFT CARD + PACKAGE EXPIRY DATES

Gift cards are valid for 6 months to ensure that there is plenty of time for the you to redeem your credit.

It’s not unusual for my diary to be fully booked two weeks in advance, particularly for Saturday appointments. It is the customer’s responsibility to check the expiry date of their gift card and consider the availability published on The Zen Den booking system. You will also receive an automated reminder from the system 31 days before the expiry date.

Whilst I always try to find openings/add additional sessions to day to accomodate clients where I can, please note that it is the the policy of the therapist and The Zen Den that gift cards and credits will not be extended where clients have forgotten about their voucher/left booking to the last moment/there is no availability left before the expiry date of your voucher.

As a self-employed therapist it is very tricky when clients expect a voucher that was purchased up to 6 months prior to be extended. I always advertise holiday/closed dates in advance on my website and social media channels, and in the case of flash sales the terms and conditions of expiry etc are always clearly listed. In short, I do everything at my end to make sure you have the information you need; making sure you book your appointment in advance and contacting me with any issues in advance, is up to you! Please consider this before asking for your pass to be extended.

In the event that I need to reschedule your appointment due to my own personal circumstances and the next availability is outside of your gift card’s expiry date, I will of course extend your voucher to ensure you can still redeem it.

CONFIDENTIALITY

Due to the nature of bodywork, it is a pre-requisite for all treatments that a consultation is taken so that I am aware of any medical conditions or contraindications that may affect your treatment and the work we can do. It is also a pre-requisite that I store this information for my reference.

All client information and clinical records will be safeguarded by The Zen Den and will remain confidential. Unless required to do so by law, I will not otherwise share, sell or distribute any of the information you provide to me without your consent.

Consultations and client treatment details will not be discussed with anyone other than the client, unless the client is under the age of 18 or has a care worker or guardian.

HEALTH & SAFETY

Due to the nature of massage and the need for close contact, I maintain a high standard of personal hygiene and clients are asked to ensure that they also maintain a high standard of personal hygiene.

If I am unwell, suffering from a cold or virus, infection or general ill health, I will not risk your health by proceeding with the scheduled treatment. This may result in me contacting you to inform you of the issue at the earliest opportunity to make suitable alternative arrangements. Such occasions are rare, but necessary for your own wellbeing.

Clients are asked not to attend their massage if they are unwell, suffering from a cold or virus, infection or general ill health. Please contact me via email at the earliest opportunity to rearrange your appointment. If you are unwell and contact me to inform me of your illness, please note that the Cancellation Policy may still apply.

Clients under the age of 18 years must be accompanied by a parent or guardian. This parent or guardian must give permission for the agreed massage plan to be performed, and will be requested to co-sign the New Client Consultation Form. They will be invited to stay in the room for the duration of the appointment, and expected to remain present throughout the treatment.

The Zen Den holds the right to refuse any treatment if a client is physically or verbally abusive towards the practitioner, or demonstrates inappropriate, aggressive or sexual behaviour. Such behaviour will result in a total ban from The Zen Den, and may also result in criminal proceedings.

DISCLAIMER

The Zen Den provides massage therapy and bodywork in a variety of forms, but none of these bodywork modalities are a substitute for professional medical care or counselling. None of the practitioners at The Zen Den will diagnose, prescribe medication or medical treatment of any kind, unless they are personally qualified to do so, and will always recommend referral to a GP or other qualified medical specialist or practitioner.

The client has a duty to provide accurate and true medical and personal information, to the best of their knowledge, and to keep the practitioner up to date with details of any medication, symptoms, medical concerns or treatments they are having investigated or undergoing treatment for.

The Zen Den practitioners may refuse to treat any client or part of their body with just and reasonable cause. The Zen Den reserves the right to terminate any appointment at any time if they believe that it is not safe or in the client’s best interest to continue. Likewise, the client has the right to refuse, modify or terminate treatment at any time, regardless of prior consent given.