Frequently asked questions

Making a booking

How to prepare for your massage

Check the details Make sure your address is correct, and double check you’ve booked the right treatment – your therapist can only deliver the specific treatment you’ve booked. Help your therapist out by using the ‘Notes’ tab to: - Let them know of any pre-existing conditions, or whether you’ve had any allergic reactions to similar treatments in the past - Tell them about parking options nearby - Share specific directions or instructions for entering your building An hour before: - Prepare your space - make sure there is sufficient space around a chair or a sofa for your therapist to move around. Alternatively, if you had a massage table, our therapists can set this up for you. - Prepare two large towels, plus one small towel to use as a headrest. Get ready to relax - Relax your muscles with a warm bath or shower.



Can I select a specific practitioner?

All Relaxgo therapists are fully trained, certified, and indiviudally by the Relaxgo team to ensure the highest quality of massage will be delivered. When you make your first booking, you will be assigned a therapist that best matches your needs and booking. Once you have made a booking with a therapist, you can join our many customers in ordering the same therapist again!



What forms of payment do you accept?

We accept several forms of payment: Visa Mastercard American Express Apple Pay When you confirm your booking, your selected payment method is charged. When prompted during the booking process, simply add or select your preferred method of payment. You will always be asked to confirm the total amount before completing your booking.



How long will my treatment last for?

Treatments can range from 60 minutes to 5 hours - it’s completely up to you! You will be able to select the duration of your treatment when booking and the time you wish your therapist to arrive. Our mission is to make wellness services accessible and provide you with a personalised, professional massage service - all at your convenience! Please make sure you're at your home, hotel room or office for the time you booked. In the unlikely event that your therapist is running late, you will be notified in advance by our dedicated Customer Service team or by your therapist directly. If your therapist is available to do so, you can extend your booked treatment time during your appointment. Once your booked treatment duration is complete, your therapist will leave the room to let you slowly get up and changed. They will then pack up and ask for your feedback before leaving you to relax in your home, hotel or office



Are the practitioners qualified and insured?

All therapists on our platform have passed our stringent reference checks, are fully qualified, insured and comply with our high expectations. We regularly collect feedback to ensure you can book an amazing and consistent service – every time.



Changing your booking

Can I contact my practitioner?

You can contact your therapist through our customer support team, who can be reachable on +44 7434 869893. Our dedicated team will take care of your enquries and pass on your message to the therapist. At the time of making the booking, you are also able to leave any relevant appointment notes for your practitioner under the ‘Notes’ section on your upcoming appointment. You can provide parking information, whether you have stairs or simply anything that you think would be helpful to make them aware of before the treatment.



Can I extend my treatment?

If you wish to extend the time you have booked during your treatment, your practitioner will endeavour to fulfil your request, but it is subject to their availability and treatment requirements. This extension will be subject to an additional charge, in accordance with our Treatment Prices. This will be charged against the payment method used to book your treatment.



How do I amend my booking?

To make amendments to your appointment, please download our app

To change the date, time or cancel your appointment: Select the bookings tab on the app Select the booking you wish to change or cancel under ‘Upcoming’ bookings Select 'Details' and you can your appointment at any time following your booking, but please note that fees will apply if wish to make an amendment to your booking within 24 hours of your agreed appointment time. Your fees will be explained to you before making the amendment.



What happens if I'm running late to my booking?

We understand that sometimes things happen and you may be delayed to your treatment. Try not to worry. The practitioner will stay and give you as much of a treatment as possible, but please note that they may not be able to complete the full booking past your scheduled appointment time in the event of other bookings that they need to attend. If you’re running extremely late and won’t be able to make your treatment, please cancel your appointment to ensure the practitioner can proceed to their next booking. PLEASE NOTE: As per our cancellation policy, you will be charged for the full cost of the treatment if you fail to attend your booking at the agreed appointment time, or reschedule due to extreme lateness. We understand that plans can change quickly, but our appointment cancellation policy is designed to protect the relationship between you and your therapist.



How is my booking confirmed?

Once you have made a booking, your request would be sent to our therapists. Once it is confirmed, you will recieve a notification which will take you to our confirmation screen, showing your booking reference number and details of your treatment. You will be able to access your appointment detail at any point by: Selecting Bookings from your App menu Select the appointment under ‘Upcoming Bookings’



During your treatment

When will my practitioner arrive?

Your practitioner will arrive for your scheduled booking time, so please make sure you're at your home, hotel room or office for your scheduled appointment time. In the unlikely event that your practitioner is running late, you will be notified in advance either by the customer service team or by the practitioner directly. On arrival, please show your practitioner where you'd like your treatment to take place.



What do I need to provide for the treatment?

We recommend that you have two large, clean towels. This is for comfort as well as hygiene reasons. A small hand towel can also be used to place under your head. If you did not have a massage table, we will perform the treatment on your sofa or a chair. Your practitioner will bring everything else for your treatment, relaxing music and essential oils if needed.



Will the therapist provide oils and music for the treatment?

Your therapist will bring everything else for your treatment, choosing relaxing music if appropriate, and a selection of essential oils. Feel free to play your own tunes too! If you have any allergies, please inform the therapist during the pre-treatment consultation so they know to avoid any oils that you may be allergic to.



Can I extend my treatment?

If you wish to extend the time you have booked during your treatment, your practitioner will endeavour to fulfil your request, but it is subject to their availability and treatment requirements. This extension will be subject to an additional charge, in accordance with our Treatment Prices. This will be charged against the payment method used to book your treatment.



What is the dress code for the treatment?

If you have chosen a treatment without oil, such as a Sports massage, you should wear loose fitting clothes to ensure you can sufficiently move/stretch. If oils are used in your treatment, you can undress to a level you are comfortable with but you are required to wear your underwear at all times during your treatment. Requests to be inappropriately uncovered will not be tolerated by your practitioner. On arrival, once you have shown your practitioner where you'd like your treatment to take place, they will step outside so you can get undressed in privacy. At the end of the treatment, your practitioner will leave the room to allow you to slowly get up and dressed. Please note: All services found on Relaxgo are entirely therapeutic and non-sexual. Requests to be inappropriately uncovered will not be tolerated by your practitioner and they have the right to leave without providing a treatment should the situation arise. You will be charged the full amount for your treatment in this instance, per our cancellation policy.



Account and payment

What forms of payment do you accept?

We accept several forms of payment: Visa Mastercard American Express Apple Pay When you confirm your booking, your selected payment method is charged. When prompted during the booking process, simply add or select your preferred method of payment. You will always be asked to confirm the total amount before completing your booking.



Can I pay with cash?

Relaxgo is an entirely cashless experience. At the time of booking, the payment method selected for your treatment will be charged and a receipt emailed to you. Tipping is not required for treatments. Giving a therapist a tip is entirely at your discretion and 100% of the tip is given to the therapist.



Do I need to tip my practitioner?

Tipping is not required for treatments. Giving a practitioner a cash tip is entirely at your discretion. If you decide to tip your therapist, 100% of it will go to them.



I'm not receiving receipts or emails

First thing to do is check your email account’s spam or junk folders. We recommend you set your Relaxgo emails to “not junk” to ensure that you don’t miss out hearing from us! If you are still not receiving receipts or emails, check your account details to ensure that your email address is entered correctly. To do this through our App: Select ‘Account Settings’ from the Profile Select your profile and check your email address is correct If your email address is correct and you’re still not receiving emails, please contact our dedicated Customer Service team who will be happy to assist you. If your email address is incorrect, you will need to register a new account.



Why was my payment declined?

There are a number of reasons why your payment may have been declined: -If you have entered your credit or debit card number incorrectly, you’ll need to update your details under the payment section of your account or the ‘Wallet’ section on the App menu -If your credit or debit card has expired, you’ll need to add a new payment method to your account -The bank of your selected payment method may have declined the transaction request. There could be a number of different reasons for this so the best option is to speak with your bank and ensure that the payment to Urban Massage is authorised -Your bank may have rejected the charge based on fraud logic. You will need to update your payment method or contact your bank for more information If you are still unable to process your payment, please contact our dedicated Customer Service team who will be happy to look into this for you.