Coronavirus Measures

 

Like many of you, we’ve been following the news of the coronavirus (Covid-19) pandemic over the past few months. We’d like to reassure you by sharing some of the actions we’re taking in line with Public Health guidelines.

 

We’re communicating closely with our therapists

 

We’re asking our therapists to let us know immediately if they’re experiencing any flu-like symptoms, and to inform us if they’ve recently returned from an area of coronavirus concern. If we feel they pose any risk we will immediately suspend their profile until further notice. We’ll continue to update our advice according to the latest government guidance.

 

Safeguarding measures we have introduced

 

  1. Therapists have been instructed to wash their hands thoroughly for at least 30 seconds before and after all massages and at regular intervals throughout the day.
  2. When taking public transport they will be required to wear masks and single use hygiene gloves
  3. You can now state whether or not you require your therapist to wear a mask throughout the duration of their visit
  4. No head of face massage is permitted at the moment and pregnancy massage is also off limits.
  5. Any therapist who reports feeling unwell will immediately be removed from service until further notice

 

If you feel unwell

 

Please avoid booking with us if you’re sick. By abstaining from booking, you will protect not only your therapist but their future clients as well. Our therapists reserve the right to refuse to perform the massage if they believe you are exhibiting any covid like symptoms.

 

 

 

 

 

 

What do I need to provide for the treatment?
Please provide your therapist with 2-3 medium sized towels as towels are not provided due to strict hygiene codes. If you have a massage table, to save time you can have it set up, or your therapist can do this for you, then simply sit back and relax, you’re in good hands.
What type of massage is right for me?
If it’s your first massage with us, we highly recommend the Lotus Signature. We are dedicated to promote healthy living and your therapist will work with you to help you find a massage that benefits your needs. Should you have any questions on any of our treatments please feel free to email or call us.
Do I need to inform you if I have any medical conditions?
Your health and wellbeing is very important, it’s our number one priority. Please take the time to read the questions below, and if you have any of the following or need to let us know about any other medical conditions please fill in the additional information/contraindication section on the booking confirmation page, and also inform your therapist before your treatment.
Do you have any medical conditions?
Have you had any recent surgery in the last year?
Do you or have you suffered from any allergies?
Have you had any recent surgery in the last year?
Do you have any, or have you suffered from any heart conditions?
Are you Pregnant?
Have you consumed any drugs or alcohol in the last 24 hours ?
Do you have high blood pressure?
Can I/ how do I extend my treatment?
Your therapist will endeavour to carry out your request, subject to availability. An extension of your booking is subject to an additional charge according to our treatment price list and will be charged via your payment option you have initially chosen (cash or card). If our therapist has a booking after your current one, our system will not allow an extension.
Extending your treatment from the website
You can amend your booking by logging into your account and selecting ‘My Booking’, which can be done via the website, where you will be provided with the options of extending or cancelling a booking.
What is provided for the treatment?
Your therapist will provide all natural organic oils. If you have a nut allergy please inform the therapist during the pre-treatment consultation so nut based oils can be avoided. If you have requested the massage table option and are within the coverage location, your table will be delivered prior to your appointment time.
Can I request my desired level of pressure?
Your therapist will initially learn about any medical history, what you expect from the treatment and will advise the best pressure to ensure that the treatment is specific to your needs and you can get the most out of the process. During the treatment, you can communicate to the therapist how much pressure you wish to be applied and if you feel any pain.
What if my therapist is running late?
If there are any unforeseen travel delays your therapist will keep you updated. Confirming you are ok with a later start entitles you to pay the full cost, there will be no refunds or discounts. If you are not available for a later start, the booking will be cancelled and you will receive a full refund.
What if I am running late?
We understand that this can happen so try not to worry. You can contact your therapist via number phone/email, or our website, simply select ‘My Booking’ and ‘Send a message.’ However, per our company terms you will be charged the full booking rate and your therapist will remain for your allocated time. Per our cancellation terms, you will be charged if you cancel 90 minutes before the booking.
What can I expect from my treatment?
There are detailed treatment descriptions on the website where you can learn about what each treatment involves. You can also give us a call, one of our Lotus representatives will be happy to help, alternatively you can email us or have a live chat from the website.
Should I let my therapist know if the pressure is to deep/to soft?
During the treatment, feel free to communicate to the therapist on how much pressure you wish to be applied and if you do feel any pain.
Can I talk to the therapist during my treatment?
You can communicate to your therapist so that they can fully tailor the treatment towards your specific needs. Your therapist will regularly talk to you about the treatment, regarding pressure and to make sure that you are comfortable.
What oils will my therapist use?
Your therapist will provide all natural organic oils. If you have a nut allergy please inform the therapist during the pre-treatment consultation nut based oils can be avoided.
Should I tip my therapist?
Tipping your therapist is not required and is entirely at your discretion.
Do you provide a massage table/do I absolutely need a massage table?
A massage table at an additional cost can be provided and a 24h notice will also be required to add a massage table. However, a massage table is not essential and many prefer their treatment on the floor or the bed, and some might buy a package that includes a massage table.
How do I receive my confirmations?
Once your booking is confirmed you will receive email confirmation, you will also be able to amend your booking.
Can I revise my booking once its been confirmed?
You will be able to view your bookings in the My Account section on the website, further booking amendments can also be made. Per our cancellation terms, you will be charged if you cancel 90 minutes before the booking.
Can I select a different therapist after my booking has been confirmed?
1. Manage your bookings under ‘My Account’ section on our website.
2. Select ‘My Bookings’
3. Select the booking you wish you cancel
4. Rebook with a different therapist
Can I cancel my booking?
1. Manage your bookings under ‘My Account’ section on our website.
2. Select ‘My Bookings’
3. Select the booking you wish you cancel
Per our cancellation terms, you will be charged if you cancel 90 minutes before the booking.
Can I liaise directly with my therapist?
You will be able to contact your therapist directly before your treatment if there is a problem with your appointment, such as if you are running late.
What methods of payment do you accept?
All bookings will be authorised via credit/debit card including
o Visa
o American Express
o Mastercard
When you confirm your booking, your selected payment method is charged. If you have chosen the cash option your card will not be charged unless cancellation terms are breeched. Every booking is authorised via credit card before the booking is confirmed, regardless whether a cash or card option is used.
What happens if my credit card is declined?
If your credit card has been declined, ensure you have entered your credit card number correctly, your credit card has not expired or contact your bank to ensure the payment to Lotus Londons is authorised. If you are still unable to process your payment you can contact one of our Lotus representatives who will be happy to help, alternatively you can email us or have a live chat from the website.
How do I update my credit card on my account?
1. Login into your account
2. Once you have completed your booking, at the checkout you have the option to add a new credit card.
Why am I required to provide my credit card details if paying via cash?
Every booking is authorised via credit card before the booking is confirmed, regardless whether a cash or card option is used. Your card will only be charged if cancellation terms are breeched.
Can I gift an office treatment for staff or employees?
A perfect way to say thank you to your colleagues or clients, our great range of gifting options have you covered.  We offer a bulk discount option on volume purchases. A corporate form will be required and we will create a bespoke package for you.
How do I delete my account?
Sorry to see you go! To delete your account, contact our dedicated Lotusrepresentatives who will be happy to help, alternatively you can email us or have a live chat from the website.
Can I split my methods of payment with credit card and cash?
You cannot split the payment with cash or card. Your chosen payment method (cash or card) must be paid which you have selected when booking your treatment.
How do I use my gift voucher, package or promotional code?
Your voucher code will appear on your screen once you have entered your credit card details which you will be able to enter at the checkout screen, once you have confirmed your address time and treatment. The relevant code will be applied to your total treatment amount. Your vouchers can be managed under ‘My Account’ and ‘My Vouchers.’
How do I purchase a gift voucher/special offer package?
Treat your loved one to an incredible and relaxing experience with our gift voucher which can be used on a variety of amazing treatments. Perfect for a friend or loved one. To purchase:
1. Click on the gifts section on the website
2. Choose your gift package, existing clients login, new clients simply create an account in a few seconds.
3. Pay securely via credit card.
4. We will provide you with a voucher code for your loved one to use when they wish. They can apply this to their booking when they checkout.
Our special offer package provides you with endless massages for the best price. To purchase:
1. Click on the offers section on the website
2. Choose your offer package, existing clients login, new clients simply create an account in a few seconds.
3. Pay securely via credit card.
How long is my gift voucher or package valid for?
The gift voucher is valid from 360 days starting from the date chosen to be sent.
Where are we located?
LotusLondon provides an out-call service, we bring the spa to you.
How can I book an office or event massage?
We believe that the well-being of employees in the workplace is essential and we know that currently corporate welfare is a concept that is becoming more and more important to employers.
Depending on the number of people involved in the event, we will recommend the number of therapists that will need to be provided and the price will be arranged accordingly. You will be required to fill out a corporate form, more information can be found on our website under ‘Corporate Massage.’ If you are interested in running a Corporate Massage event, please click here to get in touch.
What’s involved with office and event treatments?
Services that we can offer at a corporate event include an on-site chair massage, head massage or hand and foot massage. However, the treatments will be tailored to exactly what you as a company would like to provide.
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