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Service Terms

General Information

Although we allow enough travel time between bookings, due to Sydney’s ever increasing traffic congestion there can be unavoidable delays beyond our control. Due to the nature of a mobile service please allow extra time for your appointment as we can’t be held responsible for delays relating to heavy traffic, road accidents & break downs.

Confidentially Policy

This practice is committed to the privacy of its clients. All Personal information held by Shantelle & Co. Mobile Massage will be treated as confidential & is used only for the purpose for which is was collected. Information kept on file will not be released to a third party without the express consent of the client or as required by law.

Personal Conduct policy

Our Therapists are fully qualified health professionals & do not provide Adult services.

Your therapist has the right to cancel the massage & leave the premises immediately if there is any harassment either physical, sexual or verbal. This could result in a police report being filed.

Underwear must be worn at all times throughout the duration of the massage.

Your therapist will use towel draping to respect your privacy during your massage. The therapist will only uncover that the part of your body that they are working on at that time.

Your therapist will leave the room before & after your massage while you are changing to give you privacy while changing.

If for any reason you are uncomfortable or need specific attention at any point during your massage, please notify your therapist immediately.

If you prefer more or less pressure during your massage, or if you need a glass of water, a tissue or would like to change the style of massage during your treatment, it’s important that you inform your therapist immediately & they will do their best to accommodate your request.

Booking policy

Bookings are made directly with Shantelle & Co. Mobile Massage through Phone call, text, Facebook or Instagram.

Bookings available for Women & Couples only.

Children 18 years & under must have parental consent & must have a parent present throughout the treatment.

Males accepted with the following: (Due to personal & safety reasons)

We personally know you, Have been referred by someone we know &/or from an existing client & Corporate/Large event bookings.

Payments & Charges

We accept card or cash on the day of your booking.

A small travel fee may apply to certain areas outside of our 30 Minutes travel time. If you are unsure, please check with us before booking for your appointment.

In areas with limited street parking the therapist may have no alternative but to use pay parking to attend your appointment. You will be charged for the parking fee.

Customers who cancel within 12 hours more than once will require to pay a 50% non refundable deposit for future bookings, if you need to cancel your appointment or reschedule the 50% will go towards your next booking.

For Cancellations, Kindly notify me atleast 12-24 hours before your schedule appointment


Refund Policy

No refunds on services that have already been experienced.

In case of cancellation you are entitled to a full refund if prepaid.

Gift Vouchers Policy

There are no refunds on used Gift Certificates.

Gift Certificates can not be exchanged for money.

Gift Certificates are fully transferable however we assume no responsibility for stolen or fraudulent gift certificates. It is your responsibility to keep your gift certificate in a safe place.

If your gift certificate is considered by us as fraudulent or unpaid, it is your responsibility to provide proof of payment for the gift certificate in question. Failure to provide proof of payment will mean your gift certificate cannot be used.

Gift certificates are valid to their full face value for 36 months from the purchase date.

Medical Contraindications Policy

It is important that you inform us at the time of your booking of any medical conditions that your therapist needs to be aware of, including:

  • Heart conditions
  • Infectious Diseases
  • Skin Diseases
  • Fever
  • Under the influence of drugs or alcohol-including prescription pain medication
  • Cancer
  • Allergies
  • Pregnancy – Full body massage (pregnancy massage) is suitable only in the 2nd & 3rd trimesters.
  • Current Injuries
  • Recent surgery

Certain conditions may be deemed as contraindicated, therefore the therapist may reschedule, cancel or have the right to refuse treatment. We will not be liable if you fail to inform us of any medical conditions.

Insurance & Liability Policy

Although incidents are very rare in our professional industry, Shantelle & Co. Mobile Massage guarantees your peace of mind in case of an unexpected incident. All of our therapists are fully qualified Diploma of Remedial Massage (Australian Institute of Fitness) Provide First Aid (Australian Training Institute), Association of Massage Therapist (AMT) accredited Combined Professional Indemnity, Public & Products Liability Insurance (Fenton Green)

In case you believe you have sustained injuries as a result of a treatment you received by one of our therapists, please contact us immediately after or during your service for advice & direction.

Please note that all insurance claims are investigated by a panel of experts before any compensation is awarded. Fraudulent claims will be reported to the authorities.

Consent Prior to treatment

Signature required on massage form prior to massage.

I understand that massage may provide benefits for certain conditions but results are not guaranteed. These benefits may include relief of muscular tension, relaxation, reduction of stress rated conditions & provision of general wellbeing. I understand that massage therapy may produce side effects such as muscle soreness, mild bruising. Increased awareness of areas of pain & light headedness amongst other possible temporary outcomes. If I experience any pain or discomfort during the session, I will immediately inform the massage therapist so that the therapy may be adjusted accordingly. I understand that massage should not be construed as a substitute for medical examination, diagnosis, or treatment & that I should see a doctor or a qualified medical specialist for any mental or physical treatment of which I am aware. I understand that massage therapists are not qualified to preform spinal or skeletal adjustments, diagnose, prescribe or treat any physical or mental illness & that nothing said in the duration of the session given should be construed as such. The therapists understands that I have the right to question procedures used & to receive explanation of any procedures that the therapist performs. I have provided a detailed medical history, I do not expect the therapist to have foreseen any previous or pre exisiting condition that I have not mentioned. I will keep the therapist informed of any changes to my medical profile & understand that there will be no liability to the therapist if I fail to do so. I understand certain medical conditions may be deemed as contraindicated therefore the therapist may refuse treatment.