Terms & Policies


Key words:

• We, us or our refers to The House of Palms

• You or your means the person whom the treatment is provided.

Appointments and payment

All bookings are made using our online booking form where you can choose the treatment you wish to book as well as the date and time where there is availability. If you contact us via email, we will send you the link to the online booking form. We take your card details via our online booking form but you will not be charged. We expect you to bring your card or money with you on the day of your appointment.

Upon booking you will receive an email confirming the details of your appointment. Please contact us if you do not receive the confirmation email within 24 hours of making your booking online.


We require at least 24 hours’ notice if you wish to cancel or reschedule an appointment. Provided a minimum of 24 hours’ notice is given to us then you will be offered the option to reschedule your appointment for a suitable date. If no suitable date can be agreed then you will be entitled to a full refund of the amount you paid for the treatment at the time of booking.

If less than 24 hours’ notice of cancellation is provided then we are entitled to keep 25% of the value paid for the treatment you have booked with the remaining 75% to be refunded to you using the same details you paid with at the time of booking. Please let us know as soon as possible if cancellation is foreseeable.

Late arrivals and no shows

You must arrive 5 minutes prior to your appointment. This is so we can start the consultation on time. If for any reason you arrive late to your appointment, this will result in your treatment time being reduced out of consideration for the next client. All late arrivals or no shows will be charged at 100% full value of the treatment.

Please do not arrive earlier than 10 minutes prior to your appointment as we may not be able to let you in if we have another client before you.

Payments and gratuity

We accept card and cash on the day of your treatment.

We are pleased to confirm that any tips or gratuity will go directly to the therapist who carried out your treatment.

Gift vouchers

Gift vouchers are available to purchase from our studios and you can also order through hello@thehouseofpalms.com and we can post them to the appropriate address.

These can be used towards any treatment we offer on our website. Please book your treatment through the booking system and bring your voucher with you.

Health conditions

On the day of your treatment, we will do a full consultation with you, looking at your medical history, lifestyle factors and reasons for attending for a treatment. Please advise us of any health conditions or medication you are taking. We are not responsible for adverse outcomes if you do not disclose a health condition.


We provide pregnancy massage and pregnancy reflexology and are keen to work with pregnant mothers. However, treatments will only be offered if you are in your second or third trimester of pregnancy. Please note we will not be liable for any consequences in connection with you not disclosing your pregnancy to us prior to your appointment.

Age Policy

Clients under the age of 16 years old must be accompanied by a parent or guardian. This parent or guardian must give permission for the agreed treatment to be performed and will be requested to co-sign the client consultation form. They must be present throughout the duration of the appointment including being present in the room whilst the treatment is taking place.


Unfortunately, our treatment spaces do not have wheelchair access at this stage. They are suitable for people with visual and hearing impairments. If you have any specific questions or concerns then please contact hello@thehouseofpalms.com prior to your appointment.


Both therapists are females, so if you would prefer to have a male therapist then unfortunately we will not be able to assist but we can recommend other therapists.


We hold the right to refuse treatment if a client is physically or verbally abusive towards us, including but not limited to any inappropriate, aggressive or sexual behaviour, or if the client is intoxicated or has taken recreational drugs.

Clients must not use mobile phones when the treatment is taking place. This is to ensure maximum relaxation and the full experience is enjoyed by the client. You may leave your phone on charge whilst you are getting your treatment done.

We maintain a high standard of personal hygiene and we ask all clients to ensure that they also maintain a high standard of personal hygiene prior to their appointment.

Feedback and complaints

If you wish to leave any feedback or if you are unhappy with your treatment and want to lodge a complaint then please email hello@thehouseofpalms.com setting out your name, date and time of appointment, and your feedback/complaint. We endeavour to respond to any emails within 24 hours.


Kim is insured through Balens and has indemnity up to £6,000,000.

Charlotte is insured through Alan Boswell Insurance Limited and has indemnity up to £5,000,000.