OUR POLICIES, TERMS & CONDITIONS

Treatment Bookings

You can make an appointment with Olive Sanctuary in a number of ways:

Online at our website: olivesanctuary.co.uk/book-online
By telephone on 01825 508150
By email at: hello@olivesanctuary.co.uk

Once you've made your booking, you will receive an email confirming all the important details, along with a second email reminder 24 hours prior to your appointment or an SMS message if you have opted in.

If this is your first appointment with us, depending on the individual therapist, you will also receive a New Client Consultation Form via email the day before your appointment or your therapist will ask you to complete a consultation form when you arrive. Please complete this because we will not be able to treat you until you have.

Treatment Cancellations and Late Arrival

Please cancel as soon as possible if a foreseeable event is likely to prevent you from attending, for example, illness or adverse weather conditions.

We require a minimum of 24 hours’ notice to cancel an appointment.

If your appointment is with Frankie, she requires 72 hours notice. Afrodite have separate cancellation terms and they can be seen HERE .

If you don’t let us know within this time, you will incur the charge for the full appointment. This is because we are unlikely to fill your appointment slot and still need to cover our costs.

However, if you need to cancel at short notice because of Covid-19 related symptoms, a long-term medical condition which varies from day to day, or because you are more than 37 weeks pregnant and are showing signs of labour, then the additional charge will not be applied unless you are seeing Frankie.

Please respect our agreed appointment time. We appreciate that sometimes, things happen, and you may arrive a little later or need to leave a bit earlier than planned. However, to ensure our stringent hygiene standards are maintained between appointments, we will be unable to make up the missed time by overrunning or by adding time to subsequent appointments.

Please be aware that self employed therapists using The Olive Sanctuary may have different cancellation or late arrival policies.

Reflexology School Bookings

All courses are held face to face.

If you change your mind about a booking, you can request a refund within 14 days of booking the course. After 14 days we are not able to offer a refund due to the small numbers we teach.

Alternatively, you can swap your chosen date if there is more than 2 weeks’ notice given before the course date, but a £20 admin fee will apply.

Occasionally course dates may be cancelled. If this happens, we aim to give you at least 4 weeks’ notice whenever possible.

Events & Workshops Bookings

There are no refunds available for workshops, events, and retreat tickets. This is because we have secured accommodation and services in advance to ensure the best experience for you.

Health & Safety Policy

All practitioners at Olive Sanctuary:

hold a current First Aid certificate
hold professional and public indemnity insurance
are professionally trained

If a practitioner is unwell, suffering from a cold or virus, infection or general ill health, they will not work due to the risks of cross contamination. We will notify you as soon as possible if this happens.

Please don’t attend for treatment if you are unwell, suffering from a cold or virus, infection or general ill health. Please contact the Olive Sanctuary via email at hello@olivesanctuary.co.uk when you have recovered to rearrange your appointment

All personal belongings are left at the owner’s risk. Olive Sanctuary, including the practitioners, will not be held responsible for the loss or damage of personal items during your time at the Olive Sanctuary.

Clients under the age of 18 years must be accompanied by a parent or guardian. The parent or guardian must give permission for the treatment to be carried out and will be requested to co-sign the Client Consultation Form. They will be invited to stay in the room for the duration of the appointment and expected to remain present throughout the treatment.

Payment

Payment options we offer are

online
in person at your appointment by card machine

We never store your credit card details - it is always processed by the third-party card processor. It is encrypted through the Payment Card Industry Security Standard (PCI-DSS).

Complaints

We hope you never have cause to be unhappy with our services, but if so, please contact your practitioner first and then if you remain unhappy, speak with Ginny Taylor, the business owner by phone on 01825 508150 (answerphone) or by email: ginny@olivesanctuary.co.uk

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PRODUCT PURCHASES

Accepted Payment

Payment is accepted online through PayPal or with most major credit and debit cards. Alternatively, payment can be made on person on collection.

Shipping

We aim to ship all orders within 7 working days following receipt of payment unless arrangements have been made separately.. Local deliveries made within the TN22 are free of charge. All other deliveries are subject to postal charges from £3.50.

If your order does not turn up within the expected time frame, please contact us as soon as possible and we will do our best to rectify the situation. We allow a full 30 days from shipping and won't replace items sooner than this.

We are not responsible for custom issues, costs or refusals. Shipping costs are not refundable.

Provenance of goods

We hand make all our products with the exception of our hand cream which are made by Oleo in Devon. Their link is : www.oleobodycare.co.uk

Refunds and Exchanges

We want you to be happy with your order and we will do whatever we can to work with you to sort out any issues.

We offer a full refund if you are unhappy with your purchase for any reason provided you contact us within 10 days of receiving it.

Product Ingredients

All products are labelled with a list of ingredients in descending order together with an expiry date. If you are purchasing online, it is mandatory to state you have read the ingredients and are happy to continue with the purchase, as part of the checkout procedure. This is an insurance requirement.