Last updated 3 September 2026.
1. Who we are and what these terms cover
Knead Massage Ltd ("Knead", "we", "us") is registered in England and Wales, company number 16438324. Our registered office is 1 Frodesley House Farm Barns, Dorrington, Shrewsbury SY5 7HD, and you can email us at john@kneadmassage.co.uk.
These terms apply when you book a massage through kneadmassage.co.uk or our booking site at book.kneadmassage.co.uk, buy a gift card, or buy a batch of sessions. Please read them before you book. By booking, you agree to them.
2. Our role: we arrange the booking, your therapist provides the treatment
Knead is a booking agent. We introduce you to independent, self-employed massage therapists, handle the booking and take payment on their behalf. The massage is provided by the therapist you book, and the contract for the treatment is between you and that therapist. Your therapist is responsible for the treatment, including your care and safety during the session.
We interview every therapist before they go live. Every therapist holds professional liability insurance and has a DBS check, and we take feedback about therapists seriously (section 12).
3. Treatments and prices
We arrange sports massage, deep tissue massage and relaxation massage, either at the therapist's treatment room or as a home visit, depending on what each therapist offers. The price is shown before you confirm your booking and is normally £60 for a one-hour session; some therapists offer other lengths and prices. Prices include VAT where applicable. If we discover a pricing error after you have booked, we will tell you and offer you the choice of paying the correct price or a full refund.
4. Booking and payment
Bookings are made online and paid in full at the time of booking. Our booking system is provided by SimplyBook.me Ltd (section 13) and payments are processed by Stripe and SBPay.me. You will need a client account (your name, email address, phone number and a password) so that you can see, move or cancel your bookings. Keep your password private and tell us if you think someone else has used your account.
Availability shown on our map and booking site is live, but a booking is only confirmed when you receive the confirmation email. That email includes the details of your appointment and, for a treatment-room booking, the address. Your therapist may contact you beforehand to confirm details or ask about relevant health information.
5. Cancelling, rescheduling and no-shows
- With at least 24 hours' notice you can cancel or move your booking free of charge, using the link in your confirmation email, the My Bookings page of your account, or by emailing us.
- With less than 24 hours' notice, or if you do not attend, the full fee is charged. The therapist has kept that time for you and cannot usually fill it at short notice.
- If your therapist has to cancel, we will offer you another time or a full refund, whichever you prefer.
- If we have to cancel for a reason of our own, for example a pricing error or a safety concern, we will refund you in full.
- Arriving late at a treatment room may shorten your session, because the therapist may have another client afterwards. The full fee still applies.
Your legal cancellation rights. Because an appointment is booked for a specific date and time, the general 14-day right to cancel an online purchase does not apply to appointment bookings (Consumer Contracts Regulations 2013, regulation 28(1)(h)); our 24-hour policy above applies instead. Gift cards and batches of sessions bought online can be cancelled for a full refund within 14 days of purchase, provided they have not been used. Nothing in this section affects your other rights as a consumer.
6. Home visits
If you book a home visit, your therapist brings the couch, towels and oils. Please provide a clear, private space roughly the size of a double bed, and tell us when booking about anything that affects parking or access. Your therapist may arrive up to 30 minutes after your booked start time, and you always receive the full treatment time. Home visits are available only within the travel area shown on the therapist's profile.
7. Your health
Massage is a physical treatment, so your therapist needs to know about anything that could affect it. When you book we ask for an emergency contact (optional), your massage preferences and some health screening questions. Before your session, tell your therapist about any medical conditions, injuries, recent surgery or illness, skin conditions, medication or pregnancy that may be relevant, and let them know if anything changes. Your therapist may adapt the treatment, ask you to get your GP's advice first, or decline to treat you if they believe it would be unsafe. If a treatment cannot go ahead because of a health matter you did not mention when booking, the cancellation policy in section 5 applies.
We do not currently offer pregnancy massage, so please tell us if you are pregnant before you book.
Massage is not a substitute for medical care. If you have a health concern, see your GP or another healthcare professional. By attending your appointment, you confirm that you are fit to receive massage.
8. Age
You must be 18 or over to book or receive a treatment through Knead.
9. Conduct
Treatments are strictly professional and therapeutic. Underwear stays on throughout the session, and you will be covered with towels apart from the area being treated. Any sexual, suggestive, threatening or abusive behaviour towards a therapist ends the session immediately with no refund. We may refuse future bookings and report the matter to the police. Attempting to book for anything other than legitimate massage therapy is prohibited.
We ask you to treat therapists with courtesy, and we expect the same from them towards you. If you have any access, cultural or communication needs, tell us when you book and we will do our best to accommodate them.
10. Gift cards, batch discounts and promotions
Gift cards are sold through our booking site in fixed amounts. They are valid for 12 months from the date of purchase, can be redeemed against any treatment booked through Knead, cannot be exchanged for cash, and cannot be replaced if the code is lost or shared. Any unused balance stays on the card until it expires.
Batch discounts. If you buy a batch of sessions in advance, either through our booking site or by arrangement with us by email, you pay a discounted price per session. Batch sessions are valid for 12 months from the date of purchase unless we agree a different period with you in writing, and sessions not used by then are lost. If you decide not to use all of your sessions before they expire, we will refund the unused ones: the sessions you have already had are recalculated at the full single-session price, and we refund the difference between that and what you paid.
Promotions and discount codes have their own conditions, apply only for the stated period, and cannot be combined with other offers unless we say so.
11. Our liability
Because the treatment is provided by your therapist under a contract between you and them, we are not responsible for the treatment itself or for anything the therapist does or fails to do, although we will always help to resolve a problem (section 12).
Nothing in these terms limits or excludes our liability, or any therapist's liability, for death or personal injury caused by negligence, for fraud, or for anything else that cannot be excluded by law, and nothing in them affects your statutory rights as a consumer.
Otherwise, our liability to you in connection with a booking is limited to the amount you paid for it, and we are not liable for losses that were not foreseeable when you booked. We are not responsible for delays or cancellations caused by events outside our reasonable control, such as illness, severe weather or transport disruption, but section 5 still applies: if a booking cannot go ahead, you can rebook or have a refund.
12. If something goes wrong
If you are unhappy with any part of your experience, email john@kneadmassage.co.uk as soon as possible and within 7 days of the appointment. We will look into it with the therapist, reply within 5 working days, and aim to put things right, which may include a partial or full refund. We are not required to use an alternative dispute resolution provider and do not currently do so; if you are not satisfied with our response, the Citizens Advice consumer service can advise you on your options.
13. Our website and booking system
Please use our website and booking system only for genuine bookings and enquiries; we may suspend an account that is misused. The content of our website belongs to Knead Massage Ltd or its licensors and may not be copied for commercial use.
Our online booking system is supplied by SimplyBook.me Ltd, 30 Gladstonos Street, P. Makedonas Court, Mezzanine Floor, 3041 Limassol, Cyprus, which processes your booking data on our behalf. SimplyBook.me's terms of use and privacy policy also apply to your use of the booking system. Our website also links to other services run by others, such as Trustpilot and Google Maps, which have their own terms.
14. Your information
Our privacy policy explains what we collect and why, who we share it with (including your therapist), how long we keep it, and your rights. By booking, you agree to receive the messages needed to manage your appointment: a confirmation email, a reminder email a few days before, and a short check-in by WhatsApp or email the day after your appointment to make sure everything went well. Marketing emails are sent only if you opt in, and you can unsubscribe at any time.
15. Changes to these terms
We may update these terms from time to time. The version on our website when you book applies to that booking.
16. Law and disputes
These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction over any dispute. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.