Pacífica Moon Spa's Policies & Procedures

Health & Safety

For health and safety purposes, we only use pure-grade essential oils and carrier oils. It is the responsibility of clients to inform our massage therapists of any allergies to aromas or oils.

We use high quality Egyptian cotton towels for maximum comfort. All towels are placed in a towel warmer prior to client’s session for warmth and comfort purposes.

We ensure that all clients are always safe in our care by carrying out risk assessments on our equipment prior to every appointment. We use equipment designed to guarantee comfort and relaxation for each of our clients and may choose to use larger or smaller massage tables to suit you. 

We check and monitor temperatures of our heated towels, heated blankets and hot stone treatment stones and machine. Staff are required to allow equipment to cool down and must skin test on self (on wrist) to ensure that equipment is cool enough to use before placing near client.

Electric blankets are only to be used prior to treatment to heat massaging table. Electric blankets are to be removed, unplugged placed to cool down and packed away safely before client accesses massage table.

In the event of a burn from equipment, the affected area of skin is to be held under cold running tap and emergency services are to be called immediately.

All our massage beddings and towels are changed and washed on a high heat after each client. All our equipment is thoroughly sterilised before and after use. We cover our massage tables using couch rolls and sterile coverings for client safety and to prevent damage to our equipment.

All clients are provided with aftercare following our services and are welcome to contact us for further information if necessary.

In the event of an accident/incident, we must log the incident/accident and assist with immediate medical attention. 

In the event of a fire within client’s home, we must follow client’s guidance on emergency exists and contact emergency services immediately. In the event of a fire within the home of the massage therapist, the client MUST follow directions to exit point. Fire exit points MUST be introduced prior to each session.

Sleep Policy

In the event of a client falling asleep during a massage session, it is company policy to wake the client as clients must be fully conscious during treatment and must be able to consent to treatment.

Sickness During Treatment Policy

In the event of a client vomiting, experiencing diarrhoea, severe stomach aches, severe headaches or migraines or otherwise feeling unwell prior to treatment, bookings must be cancelled. In the event of a client vomiting, experiencing diarrhoea, severe stomach aches, severe headaches or migraines or otherwise feeling unwell during treatment, massage treatment must be stopped immediately. 

It is the responsibility of the client to clean away bodily fluids from client and from surroundings. Massage therapist may assist if they wish to do so but must wear full PPE and dispose of PPE afterwards. It is not a requirement for massage therapist to clean away bodily fluids except for bodily fluids on equipment. In such events, the massage therapist is responsible for cleaning and sterilising equipment thoroughly whilst wearing PPE.

Heat Management

All tools radiating heat are to be checked prior to use and prior to being placed in contact with client’s skin.

Heated towels MUST be removed from towel warmer machine with supplied tongs. Hot towels Must be allowed a considerable amount of time to cool down before being placed near client’s skin. Heated towel machine must be checked daily to ensure that it is in working order and functioning adequately. Heated towels and machine are not to be left unattended at any time.

Heated stones must be removed from hot stone machine with paddle spoon supplied. Hot stones must be left to cool down on a non-flammable surface until cool to the touch. Therapists must test stones on own skin prior to placing in contact with client’s skin. Heated Stone machine must be checked daily to ensure that it is in working order and functioning adequately. Heated stones must not be broken or damaged. Heated machine and hot stones are not to be left unattended at any time. 

Electric blankets must only be used to warm massage table. Electric blankets must be removed, allowed time to cool down and be packed away safely before client accesses massage table. Electric blankets must be checked daily to ensure that they are in working order. Temperature of electric blanket must be monitored and tracked whilst in use. Electric blanket is not to be left unattended whilst in use.

Heat can be increased to suit client’s desired experience but must not be hot enough to damage, break or burn the skin. All heated materials used must be cool enough touch and hold.

Tool Management

Heavy equipment such as towel warmer must not be transported outside of business owner’s home. Hot stone machine can be transported to client’s home but must be handled with care and packed securely and safely for travel.

Massage table must not be carried on shoulder as this causes risk to injury, muscle tension, back aches, muscle pulls and muscular tears. 

All essential oils must be packed securely in essential oil bag and transported in a secure bag or trolley.

All glass beakers, glass rods and other glass equipment must be packed securely in a bag or trolley for travel and must be packed away safely after use.

No tools or equipment to be left in the home of any client under any circumstances.

Tool Cleaning

All tools must be sterilised before and after use. All massaging rollers and wooden materials must be cleaned with anti-bacterial wipes. All metal tools must be sterilised using hot soapy water and dried immediately with sterile cloth. 

Glass beakers, glass rods and oil diffuser bottles must be washed with warm soapy water after each use to prevent mixed aromas.

Massage Table Cleaning 

All massage tables must be cleaned using antibacterial wipes before and after use. Massage tables must be sufficiently covered with layers of protective bedding for the comfort of the client and protection of the table. Massage tables must be covered in couch roll or flannel bedding to prevent oil transfers onto bedding and damage to bedding. Massage bedding must be changed after each client and MUST NOT be reused until washed on a high heat. Massage beddings can be air-dried or dried with heat.

Reporting Accidents/incidents/ emergencies

All accidents, incidents and emergencies Must be logged and recorded using accident/incident form. The client must always be given a copy of accident/incident form. In the case of an emergency, emergency services must be call and this must be recorded and signed. It is the duty of the therapist to assist with care to the client and accompany client to hospital if necessary. Massage therapist must always have a First Aid Kit at hand and must be up to date with basic Paediatric First Aid Training.

DBS

All staff must always have an up-to-date DBS check and must not work without one. Staff must be enrolled on the DBS system and must pay for enrolment on own accord.

Recording Timesheets

All staff timesheet forms must be recorded by the end of each working day in order calculate hours worked and business income. Timesheets are used for business management and self-assessment purposes. Timesheets will be filed and used for later self-assessments, filing and tax purposes.

Risk Assessments

Risk assessments are to be carried out daily on all equipment, machinery and tools. Risk assessments are to be filed and kept for the duration of the business. Risk assessment forms must be completed fully, dated and signed before filing. 

Arrival to Your Massage Treatment

Please be prepared for your appointment 10-15 minutes prior to the scheduled starting time as your therapist will arrive 15 minutes before your session begins. This allows you the time to fill out the appropriate client forms change and prepare for the service. All treatment sessions have a specific time schedule and early arrival allows for a relaxed and unhurried experience. If client late arrival is inevitable, your service may be shortened in order to keep on schedule and the original treatment time may be charged.

Cancellation Policy and Fees

Your therapy times are reserved exclusively for you. We value your business and ask that you respect the office scheduling policies. Should you need to cancel or reschedule, please notify us at least 24 hours in advance.

Any cancellations with less than 24 hours of notice are subject to a cancellation fee of £20.00 irrespective of the session time. Clients who miss their appointments without giving any prior notification will be charged in full for the scheduled service. We recognize the time of our clients and staff is valuable and have implemented this policy for this reason. When you miss an appointment with us, our therapists not only lose your business, but also the potential business of other clients who could have scheduled an appointment for the same time. Additionally, many times our staff will be functioning in an “on call” status and may have travelled to your location specifically for your service. For these reasons, we are obligated to compensate our staff for their time.

All services require a debit/credit card or cash payment so please have your debit/credit card or cash in full ready prior to your scheduled booking. Our therapists will have a card machine with receipts ready to receive payments upon arrival. All services must be paid for in full prior to treatment. Services will not be offered unless full payment is made prior to your session, partial payments will not be accepted.

Late Arrival Policy

All treatment sessions have a specific time schedule therefore we regret that late arrivals may not receive extension of scheduled appointments. In special cases, and when our schedule will allow, we may be able to accommodate a partial or full appointment. This will be at our discretion and only with proper, advanced notification of your late arrival. 

No Show Policy

At Pacífica Moon Spa, we understand that unanticipated events occur in everyone’s life. Unforeseen events such as car problems, business meetings and children’s illnesses, are just a few reasons why one might consider cancelling a massage appointment. However, we ask that you call if you cannot keep your appointment. Clients who miss their appointments without giving any prior notification may be charged in full and invoiced for the scheduled service.

Informed Consent

Prior to each massage session, the treatment plan will be discussed with you. At your first visit with us you will be asked to sign a treatment consent form stating that you have read the information, understand it, and agree to comply with the professional massage therapy policies and procedures. All clients must complete client intake forms. Clients who we have not seen for at least a year may also be asked to fill out this form.  Parents/ Guardians wishing to treat children 16-17 years of age MUST complete a parental consent form. We do not offer services to anyone under the age of 16 years. All children/young people of 16 years -17 years must always have an adult present throughout the treatment process.

Reservations

In order to help ensure that you obtain your desired appointments, we recommend scheduling your appointment as far in advance as possible to ensure availability. All online bookings require appointments to be scheduled one week in advance and all clients to input an address and contact number. We hold this information as part of our cancellation policies. Details of our cancellation policy are provided below.

*Please notify your massage therapist of any allergies or sensitivities to aromas or ingredients when you schedule your appointment.

Scope of Practice

Pacífica Moon Spa therapists are UK licensed professionals and are held to the highest standards possible.

Massage Therapy is a profession in which the practitioner applies manual techniques, and may apply adjunctive therapies, with the intention of positively affecting the health and well-being of the client.

Licensed Massage Therapists do not diagnose or prescribe for medical conditions. Our services are not intended as an alternative for proper medical attention for specific conditions. Please refer to a medical doctor for any specific condition which requires medical treatment.

Respect for Client Needs and Boundaries

Our Massage Therapists are happy to adjust pressure, temperature, musical volume, work longer on an area or move on if you request it.

The client may choose to: leave on as much clothing as needed for comfort, refuse any massage methods, stop massage at any time.

The client will always be modestly draped. Only the area being massaged will be undraped. The clients will be kept informed of the area to be massaged.

Sexual interaction or discussion of any kind between the client and the massage therapist is NEVER appropriate.

Confidentiality and Conversation

We treat all client visits and conditions as confidential. As such, we will not discuss your visit with anybody outside of our staff without your express permission.

You may choose to talk not talk during the massage. Conversation will be guided by the client’s direction.

Complaints Procedure

Clients wishing to make a complaint can do so via our website or via email. We aim to respond to complaints in a timely fashion and will liaise with client throughout the complaint procedure from noted complaint to settled dispute. All complaints must be dated and signature with full name of client, details of complaint and requested dispute resolution method.

Respect for staff

Pacífica Moon spa has a zero-tolerance policy towards disrespectful behaviour, violence of any kind, discrimination, abuse of any kind, aggression, threats made in person, over the telephone or in written communication, including on social media. Pacífica Moon Spa considers threatening behaviour to be attempted or actual aggressive, threatening or physical actions made towards any member of staff.

We ask that you are always respectful towards staff. At Pacífica Moon Spa, our goal is always to maintain a peaceful atmosphere, and this must be respected.

Staff reserve the right to refuse clients with illnesses and conditions on person and within clients home including head lice, rodent infestations, fleas and bed bugs infestations.

Existing and New Medical Conditions

It is the responsibility of the client to keep the massage therapist informed of any medical treatment currently being taken, and to provide written permission from the physician, chiropractor, physical therapist, etc., that the massage may be continued.

It is the responsibility of the client to inform the massage therapist of any medical conditions such as epilepsy, high or blood pressure, past strokes and other medical needs and illnesses.

The client must also keep the massage therapist informed of any changes in health conditions.

For clients undergoing chemo and radiation therapies – Please note that we require a doctor’s note that states the doctor is aware of and agrees to the desired treatment.