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Terms & Conditions

My Personal Sanctuary Limited

Please Note: These are the standard terms & conditions, our professional male and female therapists and location partners / affiliates may have additional specific terms; Please refer to the relevant member area for more information.  

It is important you take time to read our terms & conditions, they describe our booking procedures and policies, and are ultimately here to protect both you and My Personal Sanctuary Ltd.  If you have any further questions please call us on 01625 540 557 or email us at

1. Definitions

1.1  In the following Terms, when a capital letter is used the meaning is as follows:

1.1.1  We/Our/Us/MPS –  My Personal Sanctuary Limited is a company registered in England and Wales, company registration number 07972461 whose registered office address is Suites 4&5, Rex Buildings, Alderley Road, WILMSLOW Cheshire SK9 1HY with VAT number 169 2494 71;

1.1.2  When using the words “writing” or “written” in these Terms, We mean via e-mail unless otherwise stated;

1.1.3  Terms – the terms and conditions set out in the below document and any other terms provided to you by Us;

1.1.4  Treatment – massage and beauty services as provided by My Personal Sanctuary Ltd’s freelance, professional male and female therapists;

1.1.5 Treatment Day – the date and time you request Our Treatment services;

1.1.6  The Treatment Day Booking – your request for Our Treatment services as made via our concierge team over the phone, via our online booking form or via one of our partners / affiliates;

1.1.7  Treatment Day Schedule – the document in writing provided by Us to you detailing confirmation of your Treatment Day Booking, including details such as the Location, Treatment Day date, time, treatment choices and invoice;

1.1.8  Location – the location address be it a property, event location or other address where The Treatment Booking will take place as defined within the Treatment Day Schedule;

1.1.9  When using the words “you”, “organiser”, “Treatment Day Organiser” or “guest” in these Terms, We mean the customer, individual or person whom The Treatment Booking is made by or for.  We describe this person in our literature as the organiser or the Guest, and refer to the Treatment Day Organiser “Guests” as the individuals who make up the party who will be receiving the treatments booked.


2. Delivery of Treatment Day

2.1  All beauty & massage therapy services delivered by My Personal Sanctuary Limited are for time periods pre-agreed at the point of booking. If My Personal Sanctuary Limited’s professional male and female therapists, are required for additional treatment hours then We will apply additional charges as set out in clause 2.2, and this will be added to the final invoice which is due prior to receiving the service (see clause 5 for timings).

2.2  Additional charges will be at the same rate as the original service.

2.3  Please ensure that you read these Terms and Conditions carefully, and check that the details on your Treatment Day Schedule and in these Terms are complete and accurate, before your Treatment Day date.  If you think there is a mistake or changes are required, please Contact Us to discuss.  We will confirm any changes in writing for the avoidance of doubt between yourself and My Personal Sanctuary.


3. Cancellation Policy

3.1  Deposits: If you have booked a treatment day event directly with Us, We require a non-refundable deposit of £25.00 per therapist required, this ensures that your therapist/s are reserved for your event date. This deposit covers Our administration time for putting together the Treatment Day and the cost of reserving Our therapist/s for you.  If you cancel your event We withhold the right to hold the full deposit.   If you are booking based on a price per person and your group size changes, this will alter the price per head; we recommend you request the prices for the full range of your group size to ensure you are happy with our pricing before you make deposit payment, as the is non-refundable.  Under special circumstances, at Our discretion We will consider providing a share of this deposit refund as We consider ourselves a fair company & want to treat our guests with respect.

If you have booked with one of our affiliates/partners (paid in full) and no deposit has been taken, then clause 3.3 details Our refund policy.

3.2 Force Majeure: If a Force Majeure event to which this clause applies does occur, we agree to notify you as soon as practicable.  If a Force Majeure event occurs We have the right to cancel the Treatment Day.  Where services have been paid for in advance but have not been rendered, you will be entitled to a refund from the date of cancellation for all such services minus the deposit of £25 per therapist booked, plus an administration fee calculated as follows:

Number of Guests / Treatments Fee
1 to 6 £20.00
6 to 15 £30.00
15+ £40.00

3.3  Cancellation: MPS requires 7 days prior notice for a full booking cancellation or complete date change by the guest.  If less notice is given, then MPS reserves the right to charge the guest for 50% of the agreed rate as a late cancellation fee.  If 72-hours or less is given, then MPS reserves the right to charge the guest for 75% of the agreed rate as a late cancellation fee.  If less than 24 hours is given, MPS reserve the right to charge the guest the full rate.


4. Confidentiality and Screening Disclaimers

4.1  Confidentiality: All information disclosed by a Customer, the Company, its employees or agents in connection with products or services will be treated in confidence and shall be treated by My Personal Sanctuary Limited as confidential and shall not without prior written consent of the Company be divulged to any person other than (on a confidential basis) those persons to whom it is necessary to supply such information.

4.2  MPS Health & Treatment Consultation Form: Prior to receiving any service delivered on behalf of My Personal Sanctuary Limited those persons to whom the service relates will be asked to read the MPS Health & Treatment Consultation Forms specific information that details the nature of the service, its aims and limitations and to write down on the form any medical conditions the customer may have at the time of the service. Following this a signature is required as a statement of agreement to the delivery of the service under these conditions.  It is important that We are notified in advance of any health considerations, please see clause 6.1.3 Health Notifications for details.

4.3  Privacy Statement: All guests details held are solely used by My Personal Sanctuary and shall not be disclosed to any third parties. From time to time We will send out a newsletter in writing and if you do not wish to receive such information please let Us know.


5. Booking Conditions & Payment

5.1  Bookings: We suggest you make your Treatment Day Booking in advance (at least 3-4 weeks, or a few months, in advance). We require a non-refundable deposit of £25 per therapist required in order to secure the Treatment Day Booking date or full payment. Until the deposit or full payment is received this is considered a preliminary booking and the date requested can remain available for another party to book.  The remaining balance payment is then due 14 days prior to the treatment day. All fees include VAT.

5.1.1  Booking Requests: When submitting an Enquiry or Booking to Us, this does not mean We have accepted your request for a Treatment Day Booking.  Our acceptance of the Booking will take place as described in clause 5.1.2.  If We are unable to supply you with the Treatment Day Booking, We will inform you of this in writing via email and We will not process the Treatment Day Booking.

5.1.2  Booking Confirmation: All Treatment Day Booking requests are handled as quickly and effectively as possible.  We will allocate our available therapist/s to the Treatment Day Booking as soon as We are able to confirm the therapist/s availability.  On occasion this can take time to contact those therapists in the surrounding area to your requested location.  We will contact you via phone and/or email to confirm our professional male and female therapists availability and hence your Treatment Day Booking.  If We are unable to provide a therapist/s for your requested time/date We will try to offer an alternative time/date.  If this is not suitable then We will arrange a refund; please allow sufficient time (working days and allow for bank holidays) for this refund to be processed either by Our team or via Our affiliates/partners teams.

5.2  Deposit: Payment of deposits may be made by:

5.2.1  Card Payment – Credit card payments can be made by Master Card, Visa/Visa Debit. Please be aware that credit cards are charged at 2.95% for Visa & 2.5% for MasterCard of your total invoice. There is no charge for debit cards. You confirm that the credit/debit card that is being used is yours by email, fax, phone, post. Contact a member of Our team, who will take your card payment or visit our online payments page where you can process your payment.

5.2.2  Bank Transfer – to Santander, My Personal Sanctuary Ltd, sort code 09-02-22 account number 10535181.  Please quote your MPS reference to identify your payment.
We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part We cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Site.

5.3  Feedback: In order for Us to continually improve and offer the best possible service, We welcome all feedback and comments for Our website. It is valuable to Us, so please speak to the manager or send Us an email or fill in our questionnaire sent to you after the event.  We ask if you if you are happy for Us to share these comments with Our partner companies and on Our social media channels, if you reply “no” then your comments will not be shared, however if you reply “yes” then your comments may be publicly displayed on Our website, social media channels or on our partners marketing materials.

5.4  Therapists Qualifications and Liability:  Our talented team specialise in a variety of different therapies (massage, beauty and holistic), so Our treatments are subject to availability.  Our professional male and female therapists are qualified, trained and in-house trade tested with MPS.  Each male or female therapist is freelance and holds their own liability insurance for your peace of mind.  Also see clause 6.1.7 Therapist Allocation:

5.5  Issues and Complaints: Please note that it is important to give feedback to your therapist during your treatment so that they can have the opportunity to assist with your request/issue.  If the therapist has not been informed of the issue at the time, then we are unable to deal with this after the event in an effective manor.  Please contact My Personal Sanctuary if your therapist has been unable to resolve your complaint/issue at the time and We will investigate with the issue/complaint promptly.  Should the nature of the complaint be serious then written notification should be posted to My Personal Sanctuary.

5.6  Important Notice: Our therapists uphold strict professional and ethical standards. Any illicit or sexually-suggestive remarks or advances will result in immediate termination of service. You will be liable for full payment of scheduled service. Therapists will refuse or terminate treatment if any of the following apply:
–  Misconduct such as solicitation or suggestive comments
–  Broken skin or lesions
–  Any medical conditions not mentioned at the time of reservation
–  Intoxication

5.7  Children: Please understand that children under the age of 15 cannot receive treatments from Our standard holistic and well-being treatment menu, safety always comes first.  For guests under 16 years old, We can offer Our “Mini, Little Me or Teen Treats” as detailed on our treatment menu: facial, mini massage, hand or feet treat, or kiddie nail paint.  Please see our treatment package page for more details.  Any person under 16 years old must have a parent or guardian to consent and sign the MPS Health & Treatment Consultation Form on their behalf prior to treatment.  The parent or guardian must be present for the duration of treatment.
5.8  Mobile Telephones: All mobile phones must be switched off when entering treatments.
5.9  Gratuities Policy: Your personal recommendation is our best reward, however We do not object to gratuities to the therapists.
5.10  Website / Brochure Details: My Personal Sanctuary aims to ensure that the information provided is accurately conveyed in the website/brochure and other promotional literature and materials produced and circulated.  However, the information and prices in this website/brochure/other material may have changed by the time of booking.  Whilst every effort is made to ensure the accuracy of the website/brochure/other material and prices at the time of printing, changes and errors do occasionally occur. The guests must therefore check all details of their chosen arrangements with My Personal Sanctuary at the time of booking.

5.11  Products: Where possible We endeavor to use organic products, however there will be occasions where this is not possible for example when using nail varnish remover.

5.12  Gift Vouchers
Gift vouchers can be purchased offering a range of treatment/s to the value of your choice. They make ideal gifts for birthdays, anniversaries, valentines’ or Christmas. Vouchers are valid for 12 months from the date of purchase. They are not transferable or refundable.  For further details see our gift vouchers page.

5.13  Pricing
We reserve the right to vary the prices of the treatment packages which we offer according to partner agreements, location, seasonality, offers and therapist availability.  You will be advised of the cost of the treatments or treatment package at the time of booking.  Please be aware that if your party/group size changes and the pricing has been agreed based on a price per person, then this will change the pricing due to our pricing structure.


6. Your Responsibilities (as treatment day Organiser)

6.1.1  Deposit: If booking direct with MPS, The Treatment Day Organiser will pay a non-refundable deposit of £25 per therapist required for the treatment day, which We deduct off the final bill at the end.  Please see clause 3.  If booking with one of Our affiliates/partners (paid in full) no deposit will be taken, clause 3 details Our refund policy.

6.1.2  Location / Property Address Details: As Treatment Day Organiser, you are responsible for providing us and your Guests with accurate details for the treatment day.  This includes checking any of the confirmation emails containing information regarding your booking such as date, arrival time, location, package booked etc.  If your party are staying over several properties, please make sure you tell us which one you would like Our therapist/s to visit.  The Treatment Day Organiser shall be required to provide two contact numbers at the point of booking, including one which will be contactable on the day, usually a mobile number.  It is important that Our therapists are able to contact you on the day in the event of needing to notify you of any special circumstances that arise.

6.1.3  Health Notifications: The Treatment Day Organiser should state if they or another Guest/s has any medical condition and/ or if they are pregnant before making a booking (or as soon as this information become available if a booking has already been placed).  The Treatment Day Organiser acknowledges that not all treatment/s will be suitable for a Guest who is pregnant, or perhaps has a disability or illness, in which case a doctor’s note may be required in order to receive treatments.

Please be aware; for safety reasons Our therapists treatment beds have a weight capacity of approx. 20 stone / 280 lb / 127 kg and length of approx. 6 foot.  Should your measurements exceed this, please let Our team know and We can suggest alternative arrangements for your treatments.

All guests will be required to complete a MPS Health & Treatment Consultation Form prior to receiving their treatment however for specific health concerns we require 7 days notice in order to ensure our therapist/s are sufficiently prepare and qualified to handle any concerns.  If due notice has not been given, Our professional male and female therapists reserve the right to refuse treatment and We are sorry but you will be unable to request a refund.  Please see clause 4.2 & 5.7 for further details.

6.1.4   Fees: All fees for services arranged are to be pre-paid to MPS, and the Treatment Day Organiser will be bound by this price even if Guests choose not have their treatment/s. Once a therapist/s has been confirmed, We ask that the full balance be paid 14 days prior to the treatment day.  If the booking is last minute, MPS requires the fees to be paid in full at least 24 hours before the arrival time of Our therapist, failure to make payment will result in booking cancellation and the associated charges will be applied.  Also see clause 3. Cancellation Policy and 5.13 Pricing.

6.1.5  Changes to Booking: Changes / alterations to the Treatment Day Schedule with greater than 48 hours’ notice may result in an administration fee.  MPS understand that one or two changes are occasionally required, however after a 3rd Treatment Day Schedule change or alteration a fee will be required in order to make the required change.  Please see the table below for the fee chargeable to make Treatment Day Schedule changes / alterations:

Number of Guests / Treatments Fee
1 to 6 £5.00
6 to 15 £10.00
15+ £15.00

Fee payment is required in full prior to the Treatment Day, failure to make payment may result in reduction of Treatment Day therapist time or termination of the treatment day with no refund.

Changes made to the Treatment Day Schedule, treatment/s or change of address with less than 48 hours’ notice may result in the termination of the treatment day with no refund.  MPS will try to accommodate changes with less than 48 hours’ notice, however, the Treatment Day Organiser may incur an administration fee and We are unable to guarantee that the allocated therapist/s is qualified in the new/changed treatments, however alternative treatments can usually be recommended.

6.1.6  MPS Booking & Cancellation: Please see clause 5 for further details regarding booking and cancellation.

6.1.7  Therapist Allocation:  Prior to your treatment day, We will allocate Our therapist/s to your booking.  We will await your treatment choices, and advise you that the treatments your therapist/s is able to offer are subject to their qualifications.  We advise you provide your treatment choices as soon as possible as all treatments are subject to availability.  If the allocated therapist/s is unable to offer your chosen treatments, then We will offer alternative treatment suggestions, or We will advise if We have an alternative qualified therapist/s that can deliver these treatments at the requested time and date, or offer alternative times or dates that we have available.  We will obtain all relevant work permits, qualifications and insurance documents as required by law in relation to engagement of a therapist/s.  The Treatment Day Organiser is aware that the therapist/s provided are not employees of My Personal Sanctuary Ltd. Our therapist/s are self-employed and hold their own public liability insurance.

6.2 The Treatment Day

6.2.1  Therapist Arrival Time: In order to make sure your treatment room is set up properly for you’re pamper session; your therapist will need to arrive approximately half an hour before your treatments are due to start as per the Treatment Day Schedule. During this time, he/she will make sure the treatment bed is heated and that your oils and warm towels are ready.

6.2.2  Therapist Arrival: The MPS therapist/s is welcomed by the Treatment Day Organiser upon arrival. If available, We ask that you please reserve a car parking space at the property for your therapist to unload their equipment safely.  Assistance will be required with any heavy equipment on stairs please.

6.2.3  Timings: The Treatment Day Organiser will ensure that Guest/s arrives in time for their pre scheduled treatment/s. The freelance therapist/s will make every effort to accommodate any changes due to lateness but in such an event MPS will have no liability for any loss of treatment/s time.

6.2.4  Scheduled Therapist Breaks: The Treatment Day Organiser should be aware that the therapist/s is entitled to pre – scheduled breaks during the course of the treatment day.  Although We may not have not allocated breaks for the therapist, please respect that pampering can be hard work, so in between a more strenuous treatment/s i.e. massage, the therapist/s may require a short break.

6.2.5  Delays: We have the right to charge the Treatment Day Organiser or Guest/s responsible for delays of more than 30 minutes from the agreed Treatment Day Schedule. The amount of £10.00 for every 30 minutes delay should be paid to My Personal Sanctuary Ltd. Alternatively, the delayed time cost can be deducted across all Guest/s treatments.

6.2.6  Room Set Up: The Treatment Day Organiser will ensure that adequate space is provided for the therapist to perform their treatment/s.  We suggest that all treatments are to be carried out in double bedrooms and that any over flow can be brought in another bedroom or the living room.  Our therapists use 6 foot heated treatment beds for a lot of our treatments, so please ensure there is adequate room for the therapist/s to walk around them.  The therapist will require access to power and fresh, warm water.

6.2.7  Welcome Chat: Before your treatments begin, your therapist will have a small chat with you all about the day, so please inform your party of the get-together prior to treatments.

6.2.8  Health Questionnaire: The Treatment Day Organiser will ensure that all Guest/s have signed the appropriate health questionnaires prior to receiving treatment/s. These will have been sent to you by email prior to your treatment day and are also available online at:  Health & Safety
Therapists are not responsible for any allergic reactions if consent has been given for treatment/s and allergies were not declared.

6.2.9  What to Wear: We would like you and your Guests to be as cosy and comfortable as possible, so We suggest that wearing a dressing gown is perfect for the event. If you would be more comfortable to cover up a little more, pyjamas are an ideal second option. It’s nice to keep your feet cosy and warm prior to your treatment, so either some thick socks or slippers will make sure of this.

6.2.10  Jewellery:  We ask that you take all jewellery off so that Our therapists can work without any restrictions. We ask that you put anything like this in a safe place, as we cannot accept responsibility for anything that gets lost or damaged.

6.2.11  Hot Tubs: If you are staying in a location that has hot tub facilities, We advise you use them prior to treatments in order to warm up & relax your muscles. Our products & oils are organic and kind to the environment, but please if you do wish to use the hot tub straight after treatments ensure you take a shower, thank you.
Warning: Freshly painted nails can, and most likely will, bubble in the hot tub.  Every customers nails are different so drying times vary.  They need a minimum of 3 to 4 hours drying time.

6.2.12  Food and Drink: It can be difficult to fully enjoy your lovely treatments with a rumbling tummy, so We ask that you have something light to eat beforehand. It’s a good idea to have plenty of refreshments available for after the pampering session, so that your body can feel truly indulged.

6.6.10  Alcohol: We are aware that treatment days are social events, however, We ask that the Treatment Day Organiser will take all responsibilities to ensure that Guest/s limit their intake of alcoholic beverages prior to receiving treatment/s.  The legal limit for driving is a suitable guideline.  Therapist/s may refuse treatment/s to any Treatment Day Organiser or Guest/s if the therapist/s believe too much alcohol has been consumed before treatment/s.  Therapist/s are within their rights not to offer treatment/s to the Guest/s/concerned, should their behavior be inappropriate or under the influence of drugs, with no refund.


6.6.13  Smoking: Freelance therapist/s requires a smoke free environment.

6.6.14  Ambience: Although We try very hard to make your treatments as relaxed and peaceful as possible, We will not be liable for ambience of a treatment day due to the location/room chosen for treatment/s, as this is not provided by Us.

6.6.15  Completion of the Treatment Day: We will do Our upmost to insure the completion of the engagement in its entirety.  If any therapist/s is unable to perform his or her full engagement due to sickness, injury, or any other reason, We will use all resources necessary by providing an alternative therapist/s. Should any part of the engagement not be fulfilled in its entirety by Us, We will deduct on a pro-rata basis the cost of the unfulfilled proportion of the engagement.

6.6.16  Losses and Expenses: We shall not be liable to the Treatment Day Organiser or Guest/s for any loss, injury, damage, expense or delay suffered by the Treatment Day Organiser or the Guests. This exclusion shall extend (but not be limited) to the consequences of any act or omission (whether wilful, negligent, reckless, dishonest or otherwise) which take place during the treatment day on the part of the freelance therapist/s or the Treatment Day Organiser or the Guest/s. The Treatment Day Organiser acknowledges that Our charges are set on the basis that it has no such liability.

If you have any further questions please do call us on 01625 540 557 or email us on prior to your day, thank you.



7. Competition Terms & Conditions

7.1  The promoter is: My Personal Sanctuary Ltd company number 07972461 and has a registered address of Suites 4&5, Rex Buildings, Alderley Road, WILMSLOW Cheshire SK9 1HY2. Employees of My Personal Sanctuary Ltd or their family members or anyone else connected in any way with the competition or helping to set up the competition shall not be permitted to enter the competition.

7.2  There is no entry fee and no purchase necessary to enter this competition.

7.3  Route to entry for the competition and details of how to enter are via the My Personal Sanctuary Ltd website

7.4  Closing date for entry will be as displayed on the competition details webpage. After this date the no further entries to the competition will be permitted.

7.5  No responsibility can be accepted for entries not received for whatever reason.

7.6  The rules of the competition and the prize for each winner are as follows: Further information can be found at:

7.7  The promoter reserves the right to cancel or amend the competition and these terms and conditions without notice in the event of a catastrophe, war, civil or military disturbance, act of God or any actual or anticipated breach of any applicable law or regulation or any other event outside of the promoter’s control. Any changes to the competition will be notified to entrants as soon as possible by the promoter.

7.8 The promoter is not responsible for inaccurate prize details supplied to any entrant by any third party connected with this competition.

7.9 No cash alternative to the prizes will be offered. The prizes are not transferable. Prizes are subject to availability and we reserve the right to substitute any prize with another of equivalent value without giving notice.

7.10  Winners will be chosen: by an independent adjudicator or panel of judges appointed by the Promoter.

7.11  The winner will be notified by email and/or letter within 28 days of the closing date. If the winner cannot be contacted or do not claim the prize within 14 days of notification, we reserve the right to withdraw the prize from the winner and pick a replacement winner.

7.12  The promoter will notify the winner when and where the prize can be collected.

7.13  The promoter’s decision in respect of all matters to do with the competition will be final and no correspondence will be entered into.

7.14  By entering this competition, an entrant is indicating his/her agreement to be bound by these terms and conditions.

7.15  The competition and these terms and conditions will be governed by English law and any disputes will be subject to the exclusive jurisdiction of the courts of England.

7.16 The winner agrees to the use of his/her name and image in any publicity material. Any personal data relating to the winner or any other entrants will be used solely in accordance with current UK data protection legislation and will not be disclosed to a third party without the entrant’s prior consent.

7.17 The winner’s name will be available 28 days after closing date by sending a stamped addressed envelope to the following address: My Personal Sanctuary Ltd, Suites 4&5, Rex Buildings, Alderley Road, WILMSLOW Cheshire SK9 1HY

7.18. Entry into the competition will be deemed as acceptance of these terms and conditions.


8. Offers & Discounts

8.1  All bookings are subject to availability and our standard terms and conditions as above and require a non-refundable £25 deposit per therapist to secure the booking.

8.2 Offers exclude 1-hour treatment packages (including the Time for Two), Escape and Unwind Package and CS Packages.

8.3  Some date exclusions apply including 14th February 2018, 11th March 2018, 30th-31st March 2018, 1st-2nd April 2018, 24-27th August 2018 and 24th-26th December 2018.

8.4  In the circumstances where a therapist/s is not qualified to deliver a certain treatment, an alternative treatment choices will be offered, or an alternative therapist/s provided (subject to availability).

8.5 All MPS offers can not be used in conjunction with any other offer or discount.

8.6  The Early Bird Offer runs from 1st Jan to 28th Feb 2018 for bookings during 1st Jan 2018 until 31st December, with the date exclusions mention in clause 8.3.  Bookings can only be made once a deposit payment has been received.

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