FAQ’S 2017-11-02T15:55:05+00:00

FAQ’s

Bookings

Booking a treatment with us as easy as apple pie. Firstly you need to get yourselves over to our website and check whether we cover your area by entering your postcode into our postcode checker. If you get a big, fab thumbs up then you go right ahead and create an account, enter your payment information and then select your preferred therapist, day and time from our online booking system.

Please note that all appointments are only reserved until you receive a confirmation email from us indicating that your therapist has accepted the booking. Once your therapist has accepted the booking you will receive a confirmation email and your card then be charged. 

If you already have an account with us then all you need to do is log in and select your preferred date and time we will send you a confirmation email once your therapist has accepted the booking.

Our customer service helpline is open from 9.00am to 5.00pm.

Our massage services are provided between 8.00am and 9.00pm.

Please contact our customer service team on 01277 652191 between 9.00am and 5.00pm. We will always do our best to accommodate you.

Your therapist will always conduct a consultation prior to any treatment commencing during which you will be able to discuss any medical conditions. injuries, allergies or illnesses. Please note that for certain medical conditions it is advisable to have check with your medical practitioner that massage is suitable for you. For further advice please contact our customer service team on 01277 652191.

Yes, all of our therapists are required to produce their qualifications and insurance prior to being accepted onto our register. Further to that all our therapists have been through a vetting and testing procedure to make sure that we provide you with the best experience we can. We operate a rigorous vetting procedure and regularly contact our customers for feedback so we can ensure that we continue to provide the high level of professionalism that you expect.

All our sports massage treatments are £65 per hour.

We are constantly expanding our serviceable area and at the moment cover most of Essex. You will be prompted to enter your postcode when creating an account to ensure that we can provide our service to you.

Cancelling or amending your appointment

Log into your account and select your ‘Appointments’ from the menu. Choose the booking you wish to cancel and select ‘Cancel Appointment.’ If more than 24 hours notice is given you will incur no cancellation charge. If you cancel with less than 24 hours notice but more than 2 hours notice you will be charged 50% of the treatment fee and if you cancel with less than 2 hours notice you will be charged 100% of the treatment fee.

We operate a transparent cancellation policy and our booking system will remind you of our cancellation policy prior to you placing a booking and prior to you clicking confirm to cancel your
booking.

Cancellation Policy

More than 24 hours notice – no charge
Less than 24 hours notice but more than 2 hours notice – 50% of treatment fee
Less than 2 hours notice – 100% of treatment fee

Please note that amending your appointment time means you are subject to our cancellation
policy.

More than 24 hours notice – no charge
Less than 24 hours notice but more than 2 hours notice – 50% of treatment fee
Less than 2 hours notice – 100% of treatment fee

To amend a booking log into your account and select your ‘Appointments’ from the menu.

Choose the booking you wish to amend and select cancel appointment. You will be reminded of our cancellation policy and then prompted to click confirm. You will then be able to re-book your appointment.

Payment

In order to book a treatment with Mckagans sports massage you will be asked to provide a payment method at the time of your account creation. Once your treatment has been confirmed your payment method will be charged and a receipt issued via email to you. We accept the following payment methods, Visa, Mastercard, American Express and Apple Pay.

Mckagans sports massage is a cashless experience and as such we do not accept cash payments for our services.

Tipping is optional and cash tipping your therapist is entirely at your discretion.

Account

In order to book our massage services you will need to create an account on our website. Click on our book now button on our home page and you will be guided through the quick and simple process. Once your account has been created you will be able to book your first massage.

In order to close your account you need to log in and follow the on-screen instructions to remove your account from our system.

To update your profile or payment information log in to your account and navigate through to your profile or payment settings. From here you will be able to make the necessary changes.

It happens to us all. In the event that you cannot remember your password, click on the ‘Forgot password’ button and you will be sent an email containing instructions on how to reset your password and get back to booking your massages.

During your treatment

You need to ensure there is space big enough for our therapist to set up a 6” by 2” couch leaving them enough room to comfortably walk around it.

You will also need to provide 2 towels one to cover the couch and the other to cover you. Our therapists provide everything else including the couch, oils and other products they use.

You will need to undress to a level you are comfortable with prior to treatment commencing and that will depend on what area is being treated. Underwear remains on at all times and our therapists will not tolerate any requests to massage you uncovered. In such circumstances the therapist will leave your property and the full fee will still be charged. Your therapist will tell you what to remove and how to position yourself and will always work within your comfort zone.

Prior to the treatment commencing our therapist will conduct a consultation with you in order to provide you with the best service possible. This will include your reasons for booking a sports massage, what you are hoping to achieve, past and current injuries, sporting or lifestyle goals and leave you a space to ask any questions before beginning. Our therapists may also deem it necessary to carry out some muscle and movement testing before beginning the treatment.

Your therapist will have conducted a consultation with you prior to beginning the treatment and will be talking to you throughout to make sure you are comfortable with the pressure and techniques used. Please note that sports massage does require an amount of communication and some of the techniques require you to actively participate.

Promotional Codes

From time to time Mckagans sports massage offers promotional codes that mean you receive a discount on your treatment. Once you have selected your treatment time and are at the checkout screen you will be asked if you have a promotional code. Enter the code into the box indicated and your discount will be applied.

Contact Us

You can call our customer service team on 01277 652191 between 9.00am and 5.00pm. If you need to contact us outside of those hours or would prefer to put your query in writing you can email us at info@mckagans.co.uk

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