Terms & Conditions

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Last Updated: 1.05.2025

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1. Acceptance of Terms

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By using our website and services, you agree to comply with and be bound by these Terms and Conditions, including any future modifications. If you do not agree with these terms, please refrain from using our website or services.

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2. Services Provided

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ZenLaze provides mobile massage services, including but not limited to therapeutic massages, relaxation massages, and other related treatments. We aim to provide high-quality, professional services in the comfort of your accommodation or home.

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To maintain service efficiency and fairness for both clients and therapists, appointments located outside a 10-mile radius from Limehouse, London, are subject to an additional travel fee of  £20.

 

This fee covers extended travel time and transportation costs, ensuring that we can continue to offer reliable service across broader areas.

We kindly ask all clients to confirm their location during the booking process so we can inform you in advance if any travel fees apply.

 

In the event that your location falls beyond our standard service zone, we will notify you of the additional cost before finalizing the appointment.

ZenLaze remains committed to transparent communication and exceptional care, no matter where your wellness journey begins.​​​​

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However, clients who are enrolled in any of the following plans and live in London are exempt from this travel fee, regardless of location:

• ZenLaze Experience

• ZenLaze Ultimate Experience

• ZenLaze Premium Loyalty

• ZenLaze Unlimited+

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These plans include extended service benefits designed to offer greater flexibility and value to our most loyal clients.

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3. Booking and Appointment

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• All appointments are subject to availability.

• Clients are required to wait for confirmation of both time and location before the appointment is considered secured.

• You may book services through our website, phone, or other platforms as made available by ZenLaze.

• A valid payment method is required at the time of booking.

• Our services are available to individuals aged 18 and older. Clients under the age of 18 must have written consent from a parent or legal guardian to use our services. A parent or guardian must be present during the session.

• By booking an appointment with ZenLaze, you acknowledge and accept that massage therapy involves physical contact and may carry certain risks. You are responsible for informing our therapists of any medical conditions or injuries prior to the session. ZenLaze is not liable for any adverse effects arising from the use of our services.

• Clients are expected to maintain respectful and appropriate behavior during their massage session. Inappropriate behavior, including but not limited to harassment or misconduct, will result in immediate termination of the session with no refund.

• Appointments may be booked up to 1 month in advance. Any bookings made beyond this time frame are subject to availability. We recommend scheduling your appointment as early as possible to ensure availability.

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4. Payment Terms

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• Payments for services are due at the time of booking or upon completion of the service, as per the payment method chosen.

• All prices for services are listed on the ZenLaze website and are subject to change without prior notice.

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5. Cancellation and Rescheduling

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• If you need to cancel or reschedule your appointment, we ask that you notify us at least 6 hours in advance.

• Late cancellations or no-shows may result in a cancellation fee.

• Any refund requests or cancellations will be processed within 3 business days from the date of request. Refunds will be issued to the original payment method, subject to our cancellation policy outlined below.

• Client Lateness: If the client is not present at the confirmed location at the time of the scheduled appointment, the therapist will wait up to 15 minutes. After this period, the session may be considered a no-show and subject to the cancellation policy. The session duration may also be reduced to stay within schedule.

• ZenLaze reserves the right to cancel or reschedule any appointment due to unforeseen circumstances, with proper notice to the client. In the event of a late arrival exceeding 30 minutes, clients will be entitled to a partial refund or rescheduling at no additional charge. If a session is missed due to no fault of the client, a full refund or rescheduling option will be offered. For service dissatisfaction, please notify us within 24 hours, and we will do our best to resolve the issue or offer a partial refund or rebooking.

• ZenLaze reserves the right to refuse service to any client, at our discretion, for reasons including but not limited to inappropriate behavior, failure to provide adequate information, non-compliance with health and safety requirements, or any other situation where service may not be in the best interest of the client or therapist.

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6. Health and Safety

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• All clients are encouraged to inform our therapists of any health conditions or concerns prior to their appointment.

• Clients are required to provide accurate and honest information regarding any health conditions or concerns before the massage session. ZenLaze reserves the right to refuse service if the client fails to provide adequate information or if the environment is deemed unsafe for the session.

• Our services are not intended to replace professional medical advice, diagnosis, or treatment.

• Clients should consult a healthcare professional if they have any medical concerns before receiving a massage.

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7. Client Environment

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• Clients are required to provide a clean, safe, and quiet space suitable for massage therapy. While pets are allowed in the premises, they must not disturb the session. ZenLaze reserves the right to cancel or reschedule the session if the environment is deemed unsuitable.

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8. Liability

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• ZenLaze is not responsible for any injuries, damages, or health issues that arise during or after a massage session.

• By booking an appointment, you agree to release ZenLaze from any liability resulting from the use of our services.

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9. Intellectual Property

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• All content on this website, including logos, graphics, and text, is owned by ZenLaze and is protected by copyright laws. You may not use or reproduce any content without permission.

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10. Privacy Policy

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• Your use of our services is also governed by our Privacy Policy. Please refer to our Privacy Policy for more details on how we collect and protect your personal data.

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11. Changes to Terms and Conditions

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• ZenLaze reserves the right to modify, update, or change these Terms and Conditions at any time. Any changes will be posted on this page with an updated date.

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12. Governing Law

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• These Terms and Conditions are governed by and construed in accordance with the laws of United Kingdom. 

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13. User Responsibilities

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         As a user of our services, you agree to:

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• Provide accurate information during the booking process, including health conditions that may affect the massage.

• Ensure that the location where the service is provided is safe and suitable for a massage treatment.

• Abide by all applicable laws and regulations in relation to your use of the services.​​​​

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15. Promotions and Discounts

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• Validity Period: All promotions and discounts are valid for a limited time only. Specific start and end dates will be clearly stated in the promotion offer. After the expiration date, the promotion will no longer be valid.

• Non-transferable: Promotions and discounts are only available to the individual who has received the offer and are not transferable to others..

• Non-combinable: Promotions and discounts cannot be combined with any other offer, package, or loyalty program, unless otherwise specified..​​​

• Service Restrictions: Certain promotions may apply only to specific services or packages. Any exclusions will be clearly stated in the offer details.

• Advance Booking: Some promotions or discounts may require advance booking or a minimum notice period. Please check the terms when making a booking to ensure eligibility.

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15. Gift Cards and Special Offers

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• Gift cards and special offers are non-transferable and may only be redeemed for the services specified at the time of purchase.

• Gift cards cannot be exchanged for cash or used in conjunction with other offers

• Special offers, discounts, or promotional pricing are subject to change and may not be used in combination with any other ongoing promotions or offers. Please note that the value of any unused portion of the gift card cannot be refunded or carried over.

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14. Force Majeure

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ZenLaze shall not be held responsible for any failure to perform its obligations under these Terms and Conditions due to circumstances beyond its reasonable control, including but not limited to natural disasters, government actions, labor strikes, or technological failures.

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15. Indemnification

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You agree to indemnify, defend, and hold harmless ZenLaze, its affiliates, employees, and agents from any claims, damages, losses, liabilities, and expenses (including reasonable attorney's fees) arising from your use of the services, violation of these Terms, or infringement of any rights of third parties.

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16. Dispute Resolution

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Any disputes arising from or related to these Terms and Conditions shall be resolved first through good-faith negotiation. If the dispute cannot be resolved through negotiation, it will be settled through binding arbitration in London, in accordance with the laws of the United Kingdom.

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17. Severability

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If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.

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Definitions

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•    “Service(s)” refers to the mobile massage services provided by ZenLaze.

•    “User” refers to any individual or entity that uses our website or books our services.

•    “Platform” refers to the ZenLaze website, mobile application, or any other digital service provided.​​

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