Clear from the start.

Please read these terms before confirming your appointment. If you have a question, message me and I’ll be happy to explain.

These terms explain how appointments with Vadim Susarin, trading as VAD Soft Tissue & Massage Therapy, are requested, confirmed and provided. They apply to mobile treatment at your home, hotel or office. Please read them before confirming an appointment. Nothing in these terms limits rights you have under consumer law.

1. Booking an appointment

You can enquire by WhatsApp or text. An available time or a provisional hold is not a confirmed appointment. I will tell you the proposed date, start time, duration, address, total price and payment details. Your appointment is confirmed when I have received your bank transfer and sent you a confirmation message. Please do not treat an enquiry or an offer of a time as a confirmed booking.

I will tell you how long an offered time can be held while you arrange payment. If you miss that deadline, please check availability with me before sending payment.

Cash exception: I may expressly agree in writing that you can pay cash on arrival if the treatment goes ahead. In that case, the appointment is confirmed only when I send you a confirmation message, and the agreed cancellation terms still apply. If you cancel late or do not attend, any cancellation fee is payable by bank transfer, not cash; see section 3.

If someone books or pays for another person, I will need the person receiving treatment to participate in the health consultation and give their own appropriate consent before treatment. See section 8 for clients under 18.

2. Prices, travel and payment

Current session prices are shown on my Prices page. I will confirm the total for your appointment before you pay. Travel, parking, congestion or other location-related supplements may apply; I will tell you about any applicable supplement before you confirm. I will not add an undisclosed fee after confirmation.

Bank transfer is the normal payment method. Cash on arrival is available only if agreed in advance. Please use the payment details I provide for your booking. Tell me if you think a payment has been made but your appointment has not been confirmed, so I can check it.

3. Cancelling or rescheduling

Please message me as soon as you know you need to change your appointment. The notice period is measured from the scheduled start time; the time I receive your message is the time of notice.

• With at least 24 hours' notice, you may cancel or reschedule without charge. If you have already paid, I will refund the unused appointment payment or, if you prefer, apply it to an agreed new appointment.
• With less than 24 hours' notice, the full appointment fee is payable. This also applies if you do not attend, are unavailable when I arrive, or ask to reschedule within 24 hours. It applies whether you paid by bank transfer or we agreed that you could pay cash on arrival. If we agreed to cash on arrival, I will send you bank details and ask you to pay any late-cancellation fee by bank transfer within seven days of my payment request. The illness arrangement below and any applicable statutory rights take precedence.
• I will make reasonable efforts to fill a cancelled time. If I do fill it, or avoid costs I would otherwise have incurred, I will reduce the charge and refund any balance paid so that it reflects the loss caused by the cancellation. A new appointment is subject to availability.

If you booked very close to the appointment time, tell me promptly if your plans change. Any statutory cancellation rights that apply to your booking take precedence over this policy.

If you become unwell

Please tell me as soon as possible and before I travel to you if you have a fever, a contagious illness or another new health issue that may affect safe treatment. Please do not go ahead with treatment while you are unwell simply to avoid a fee.

If an illness arises within the 24-hour notice period, I offer one reschedule for that appointment without a cancellation charge, provided you contact me before the scheduled start. We will aim to agree a new date within 30 days, subject to availability and your fitness for treatment. If you choose to cancel instead, cannot arrange a new date, or make another late change to the rescheduled appointment, the late-cancellation rule above applies, subject to your statutory rights and any reduction required where I fill the time or avoid costs.

If I need to cancel or change your appointment, I will let you know as soon as I can and offer a suitable alternative or a refund for treatment not provided. You will not be charged a cancellation fee when I cancel.

Statutory rights for distance bookings

If we conclude your booking entirely by WhatsApp, text or online, you may have a statutory right to cancel the service contract within 14 days, starting the day after the booking is confirmed. Where that right applies and you exercise it before treatment starts, I will refund your payment without a late-cancellation charge, even if the appointment is within 24 hours. The 24-hour policy above applies where it does not conflict with your statutory rights.

You can exercise a statutory cancellation right by sending me a clear message by WhatsApp, text or email at bookings@vadmassage.com. You do not have to use the model form below. If the appointment is due within the 14-day period, please expressly ask me to provide the treatment before that period ends. If I have already provided part of a service at your express request, a proportionate charge may apply where the law permits it. Once treatment has been fully provided at your express request, after you have acknowledged that the right to cancel ends on full performance, that statutory right may end.

If you exercise an applicable statutory right, I will refund you without undue delay and within 14 days, using the original payment method unless we agree otherwise.

Model cancellation form

You may copy and send this form if you wish; a clear message is also enough.

4. Late starts and access

Please be available at the agreed address and time and allow space for the treatment table. If you are late or cannot provide access, the session may need to finish at the originally agreed time to protect later bookings. I will discuss what is practical and safe. The agreed fee may still apply where I have reserved the time and travelled to you, subject to your consumer rights and the circumstances.

For hotels or offices, please check in advance that treatment is permitted and that I can gain access. Let me know about parking restrictions, entry instructions or other practical barriers before the visit. Please have two large towels and one medium towel ready, as described in the FAQ.

5. Health information and treatment suitability

Before treatment, please tell me about health information that may affect your session, including relevant symptoms, injuries, surgery, pregnancy, medicines, allergies, skin conditions and recent changes in your health. In particular, contact me before the visit if you have a fever or contagious illness, a suspected blood clot, a new unexplained symptom, a wound or infection in the treatment area, or a condition for which you have been advised to take precautions with massage. Tell me if anything changes between booking and treatment.

This information helps me decide whether to adapt the treatment, avoid an area, postpone the appointment or suggest appropriate medical advice. A condition does not automatically rule out every form of massage. I may decline or stop treatment if I reasonably believe it cannot be provided safely within my training and scope of practice.

Massage and soft tissue therapy do not replace urgent medical care. If you have severe, sudden or worrying symptoms, seek appropriate medical advice rather than waiting for an appointment with me.

6. Consultation, consent and comfort

We will have a brief consultation before treatment and agree the approach, areas to work on and pressure. I will explain relevant adjustments and ask for your consent. You can ask questions, request a different pressure or technique, decline work on an area, or stop treatment at any point. I will respect your privacy and dignity.

Treatment is adapted to the individual. Responses and results vary; I cannot promise a specific improvement or recovery time. Some clients may notice temporary tenderness after treatment. Please tell me during a session if something feels uncomfortable or concerning.

I will ask for separate, specific permission before taking any clinical photographs or video. I will ask for separate permission again before using any image or account of your treatment publicly, including on my website or social media.

7. Professional conduct and safety

Please provide a safe, suitable place for a mobile visit and treat me respectfully. I may end or decline a session if the environment is unsafe, there is harassment or inappropriate behaviour, or treatment cannot be provided safely. I will consider any refund or charge according to the circumstances and your statutory rights.

You may ask to have another person present during treatment. We can discuss how to protect your privacy and make the session comfortable.

8. Clients under 18

I accept appointments for clients under 18 only when arranged by a parent or guardian, who must be present throughout the visit. I will explain the treatment in an age-appropriate way, involve the young person in decisions and seek their agreement. I will not proceed if they do not want the treatment or if I cannot establish appropriate consent. A parent or guardian being present does not replace the young person's own right to be heard or, where applicable, to consent.

9. Your information and records

I use contact, booking and relevant health information to arrange and provide treatment and to keep appropriate records. Health information needs particular care. Please read my Privacy Notice for details of what I collect, why I use it, who receives it, how long I keep it and your rights.

I will not use clinical photos, testimonials or health details for marketing without separate permission.

10. Questions, concerns and changes to these terms

If something has not gone as expected, please contact me promptly by WhatsApp or text at 07494 047985 so I can understand and address it. You can also ask for a copy of the terms that applied when you booked.

How I handle a complaint

Please tell me what happened, the appointment date and what outcome you are seeking. You can message me on WhatsApp or email bookings@vadmassage.com. I aim to acknowledge a complaint within three working days and respond in writing within 14 days. If I need longer to investigate, I will let you know when to expect an answer. I will consider what would put matters right, and you retain your statutory rights.

I may update these terms for future bookings. The version brought to your attention when an appointment is confirmed will normally apply to that appointment, unless we agree a change or the law requires otherwise.

For written correspondence: Vadim Susarin, trading as VAD Soft Tissue & Massage Therapy, 46A Drayton Gardens, West Drayton, UB7 7LG. Email: bookings@vadmassage.com. Last updated 25 September 2026.