Last updated: 26 September 2026
Please read these terms before confirming an appointment. They explain what you can expect from us and what we need from you. Nothing in these terms affects your statutory consumer rights.
Your service provider is Apex Mobile Massage Ltd, registered in England and Wales under company number 17240722. We provide deep tissue massage, sports massage, Swedish relaxation massage and couples massage at clients' homes, hotels and other agreed locations across Birmingham and surrounding areas.
Registered office: 128 City Road, London, United Kingdom, EC1V 2NX. This is a statutory correspondence address only; clients are not received there and treatments are not provided from this address.
You can request an appointment through our online booking service, WhatsApp, telephone or another method we make available. A time marked as needing approval is only a request until we confirm it. Other bookings are confirmed when we send or give you a confirmation stating the agreed date, time, treatment, duration, price and location. That confirmation and these terms form the contract between you and Apex Mobile Massage Ltd.
When online payment is required, the selected time is normally held for up to 30 minutes while payment is completed. A time is not secured merely because it appeared available or was selected. If payment arrives after a hold has expired and the time has since been taken, we will contact you promptly to agree another time or arrange a refund to the original payment method.
Online booking has three stages: choose your treatment and duration; check your postcode and select a time; then enter your contact and address details and review the price before payment. The current public booking flow does not require a phone verification code. A deposit or full online payment is normally required to secure a new appointment; requests needing manual approval are reviewed before any payment is taken. Health consultation questions are completed separately after confirmation. Please check the confirmation promptly and tell us if anything is wrong. We may decline or end a booking where treatment would be unsafe, where the location or behaviour presents a genuine safety concern, or where we cannot reasonably provide the requested service. We will not unlawfully discriminate when making that decision.
Website prices are in pounds sterling and show the starting price for each service. Travel is included up to 10 driving miles; check your postcode on the Areas page. The postcode checker measures driving distance: up to 10 miles is included, over 10 and up to 20 miles adds £10, and over 20 miles or an unavailable route requires manual approval. Locations requiring approval are checked personally before payment; we will confirm any travel charge before you agree to proceed. The booking summary or a member of the team will confirm the complete price before payment and before the booking becomes binding; there will be no undisclosed mandatory charge.
Available payment options are shown before you submit a booking and may include a secure online payment, cash after the appointment or an agreed bank transfer. The secure checkout may show different eligible payment methods. We may require a £20 deposit for a first appointment, a selected online-booking option or where there has been a previous missed appointment. Any deposit forms part of the confirmed price and is not an additional booking fee.
Third-party payment and credit providers: The secure checkout may make third-party payment methods available, including instalment or deferred-payment products. Any credit agreement is between you and the provider identified at checkout. Apex Mobile Massage Ltd does not provide credit, assess affordability or collect instalments. The selected provider will supply its agreement, repayment information, complaints process and privacy information before payment is confirmed. Apex remains responsible for providing the booked massage service.
Refunds are sent to the original payment method through the relevant payment provider. Where a third-party credit or instalment option was used, that provider is responsible for adjusting or cancelling the remaining repayments after receiving the refund. Processing times can vary by provider. Please contact us if a refund we have confirmed is not reflected after the provider's stated processing period.
Where you cancel at least 24 hours before the appointment, any amount paid for that appointment will normally be refunded to the original payment method or transferred to a new date at your choice. For a cancellation with less than 24 hours' notice or a no-show, amounts already paid may be applied towards the reasonable cancellation charge described below. We will not retain more than our reasonable loss, and your statutory rights are not affected.
A paid Apex gift card is activated only after the payment provider confirms successful payment. It can be used towards eligible Apex Mobile Massage appointments booked directly with us. It is valid for 12 months from purchase, or for 12 months from the scheduled email delivery date where the purchaser chooses later delivery, unless a longer period is stated on the card. The card may be transferred to another adult, but the purchaser and recipient are responsible for keeping its code private.
Gift cards retain unused value until their expiry date. If the card does not cover the full appointment price or an applicable travel charge, the remaining amount must be paid using an available payment method. If our prices change, the card keeps its monetary balance rather than guaranteeing a particular treatment or duration.
Gift cards are not normally refundable, resalable or exchangeable for cash. This restriction does not apply where a refund or other remedy is required by law. Where an online-purchase cancellation right applies, an unused card may be cancelled by the original purchaser within the applicable period. Any approved refund is made to the original payment method and cancels the corresponding value. Value already redeemed cannot also be refunded as cash. If a payment is reversed, refunded or disputed, we may temporarily suspend or cancel the unspent card balance while the matter is investigated.
A lost, forwarded or exposed code should be reported promptly. We will take reasonable steps to protect an unused balance after verifying the purchase, but we cannot promise to replace value already used by someone who obtained the code without our involvement. Expiry and refund restrictions do not affect statutory consumer rights.
Plans change, and we will always try to help. Please contact us as soon as possible if you need to cancel or move an appointment.
A private “Manage my booking” page may be supplied with your confirmation. Online change and cancellation requests are available only after a deposit or full payment has been recorded and close 6 hours before the appointment. If the online option is unavailable, you can still contact us directly. Submitting a request does not itself move or cancel the appointment: the original date and time remain confirmed until we approve the request by email or text. This process does not reduce your statutory rights or replace the cancellation terms below.
We will consider emergencies and other exceptional circumstances, and may reduce or waive a charge where the appointment is filled by another client or our loss is lower. If we cancel, you will not be charged and any amount already paid for that appointment will be refunded or, if you prefer, transferred to a new date.
Bookings made by phone, message or online may be distance contracts. Some contracts for services connected with leisure activities on a specific date may be excluded from the statutory 14-day cancellation right. Where that exclusion does not apply, you may cancel within 14 days after the contract is made.
If you ask us to provide an appointment during an applicable 14-day cancellation period, your request for that appointment is an express request for the service to begin during the period. If the service is then fully performed, you acknowledge that the statutory cancellation right ends once performance is complete. If you cancel after service has started but before completion, you may have to pay a proportionate amount for what was supplied. Our appointment cancellation policy above applies in addition to any statutory rights.
Please provide accurate information about conditions, injuries, recent surgery, skin conditions, pregnancy, medication-related risks and anything else that may affect treatment. We may adapt, postpone or decline treatment where reasonably necessary for safety.
After confirmation, we send a private Health Consultation & Consent Form using a single-use link. It must be completed accurately before treatment. If the form is not completed, or the information provided means treatment cannot safely proceed, we may postpone, adapt or decline the appointment.
Massage is a complementary wellbeing service and is not a substitute for diagnosis, medical advice or medical treatment. If you are unsure whether massage is suitable, please speak with an appropriately qualified healthcare professional before the appointment.
You must be 18 years of age or older to book a treatment.
Treatments will be provided with reasonable care and skill while respecting your comfort, privacy and dignity. You can ask to adjust pressure, avoid an area or stop the treatment at any time.
Sexual, threatening, discriminatory or otherwise inappropriate behaviour is not accepted. We may end the appointment immediately where reasonably necessary for safety. Any charge will reflect the circumstances, work already supplied and loss caused; it will not remove your statutory rights.
When booking a mobile massage, you agree to:
We are responsible for foreseeable loss or damage caused by our breach of these terms or failure to use reasonable care and skill. We are not responsible for loss caused by inaccurate or withheld information, a failure to follow reasonable safety advice, or events genuinely outside our reasonable control, except where the law says otherwise.
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, breach of your statutory rights or anything else that cannot legally be excluded.
We use booking and health information as explained in our Privacy Policy. Health-data consent, treatment consent and optional marketing consent are requested separately.
If something has gone wrong, please contact us promptly at hello@apexmobilemassage.co.uk or on 07364 176936. Tell us what happened and what outcome you are seeking. We will acknowledge the complaint and aim to provide a fair response as soon as reasonably possible.
These terms are governed by the law of England and Wales. You retain any mandatory right to bring a claim in the part of the UK where you live.
We may update these terms for future bookings. The version supplied or available when your booking is confirmed will apply to that appointment unless a change is required by law or you agree otherwise.
Apex Mobile Massage Ltd can be contacted at hello@apexmobilemassage.co.uk or by telephone/WhatsApp on 07364 176936.
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