Terms & frequently asked questions.

Information About Us

This website (www.aromathaispa.co.uk) is owned and operated by Aromathai Spa ltd. , a company registered in England and Wales (company registration number 8151501) whose registered office is Unit 2 Elms Square, Bury New Rd, Whitefield, Manchester M45 7TA. Our registered VAT no. is GB 143913125.

General Terms and Conditions

Policy & Service Rights

Aromathai Spa ltd. reserves the right to change guidelines, terms, conditions, opening hours, or pricing at any time by providing reasonable notice of such a change. Aromathai Spa ltd. is not responsible for lost articles or items and reserves the right to refuse or discontinue our massages for any reason.

Booking & Cancellation Policy

Appointments are to be booked using our online booking page to secure the service; repeat bookings may be made at reception. You may cancel or reschedule appointments with no charge any time before the close of business on the day before the scheduled appointment. Same-day cancellations or appointment changes will be charged at 50% of the scheduled service, and 100% will be charged if you cancel inside one hour of the appointment or do not show up. If a deposit has been paid, you will lose that deposit if you cancel within one hour or do not turn up.

Gift Voucher Bookings

If you make an appointment with a gift voucher, the general terms and conditions will apply as if you were paying through the booking system. No show fees and late cancellation fees will be deducted from the gift voucher value on our system. You may at times be charged on your card at the time of booking when booking online, this will be refunded once the gift voucher has been presented at the spa.

Gift Vouchers

Gift Vouchers are valid for 18 months from the date of purchase. Any vouchers that have expired will not be accepted, and the expiry date cannot be extended. Gift vouchers cannot be exchanged for cash or any other refund method, although voucher credits can be used on future treatments. Any voucher that has been deliberately tampered with will be void. For in-person redemption, please bring your printout or voucher, which must include the voucher number for our reference.

Payment

Payment for services is primarily to be made via our online booking system. We also accept card payment, payment via bank transfer & electronic payment, and Apple Pay, etc. We do not accept cash. A payment link may be sent if you book through our ai receptionist, this is dependent on you being on the system or not.  Gift vouchers can be purchased online (on our website) with card or PayPal.

Frequently Asked Questions (FAQ)

Location & Access

1. Is there carparking at the spa?
2. Yes, there is free carparking for up to three hours. The car park is a shared facility outside Total Fitness with no height restrictions or barriers.

1. Where is the spa located?
2. The spa is located on Elms Square, Whitefield.

• Postcode for Satellite  Navigation: M45 7SZ (George St), which directs you to the carpark entrance.
• By Tram / Metro link: Disembark at the Whitefield stop. Walk past Morrisons on the main road until you see Total Fitness. We are in the precinct of shops on the right.

1. How do I enter the building?
2. You will be given a code via email and text for the door. Staff will buzz you in if they see you at the door. Please do not bang on the door.

1. Do you have disabled access?
2. Yes, the spa has a level threshold access for wheelchairs and wide doors. WC facilities are in place to accept a chair. The top carpark has numerous spaces, including allocated spaces for badge holders. Please note: We are unable to provide bed lifts or other lifting aids. Beds are approximately 85cm from the floor, and staff will always do their best to assist.

Opening Times & Appointments

1. What are your opening times?
2. The spa is open by appointment from 9:30 am until 8:00 pm, seven days a week.

1. What are your Christmas and New Year opening days?
2. We will be closed: Boxing Day, Christmas Day, New Year’s Eve, and New Year’s Day.

1. Should I arrive early for my treatment?
2. Yes, please:

• Returning clients: Arrive five minutes before your treatment.
• First-time clients: Arrive ten minutes before your treatment to allow time to fill in a simple medical form.

1. What should I do once I enter the building?
2. It is possible you won’t see a staff member immediately as they may be finishing a treatment. Please relax in reception and wait to be attended to. A WC is available at the end of the corridor if needed.

Payment, Cancellations, & Vouchers

1. How do I pay for my treatment?
2. Payment can be made via the online booking system, the link sent in a text message, at the spa counter (card/electronic payment), or with a valid gift voucher at the spa counter.

1. Can I pay in cash?
2. No, we are unable to process cash payments. A payment link or online payment is the preferred method.

1. Can I pay over the phone with my card?
2. We are unable to take direct card payment over the phone. A payment link or online payment is the preferred method.

1. I did not turn up for my appointment, will I be charged?
2. Yes. You will be charged 100% of the treatment cost if you do not attend or cancel within one hour of your appointment. (See terms and conditions for full details.)

1. What happens if I cancel my appointment on the day?
2. There is a 50% charge for same-day cancellations.

1. Why do you charge for No shows and late cancellations?
2. Some of our therapists are self-employed and lose the ability to earn if clients do not arrive. We do not cover the missed opportunity of them being able to earn a living. We also turn other perspective clients away because of missed bookings.

1. I was late for my appointment, what will happen?
2. The therapist will try to give you the original treatment time if possible, but this is dependent on the next appointment, break times, and room availability. You will be expected to pay for the full treatment originally booked, even if the treatment time is shortened. (See terms and conditions.)

1. Can I rebook my appointment last minute without being charged?
2. You will be charged as per our terms and conditions for last minute changes.

1. How long is a gift voucher valid for?
2. Gift vouchers are valid for eighteen months from the day of purchase.

1. Can I purchase a gift voucher online?
2. Yes, please go to our website where you can purchase a monetary value gift voucher. This will be emailed to yourself or your recipient in PDF format.

1. Can I purchase a gift voucher at the spa?
2. Yes, we sell physical gift cards with monetary value at the spa but from April 2026, gift cards will only be available online.  It is best to call to arrange a time to confirm a member of staff will be available to process the payment and hand over. Please inform the AI receptionist and she will arrange a call back. Card and electronic payments accepted.

•  Why have you have taken funds from my account when I have a gift voucher?
•  Please enter the word “reception” in the coupon code box at checkout. This will zero the amount to be paid and allow you to complete the booking. If you missed doing this, don’t worry, we will refund your card once you have arrived at the spa and present your gift voucher.

1.  How do I book online if I have a gift voucher?
2. Simply apply the discount code “reception” in the discount box at checkout. This will zero the balance for you to complete the booking. Don’t forget to bring your gift voucher with you to the spa, so it can be redeemed. If you can not present a gift voucher with a valid number, the treatment will be chargeable.

1.  If I don’t use up all the value of the gift voucher, can I have a credit?
2.   Yes, spa staff will make a note on our system of any credit remaining. However, we are unable to refund any remaining credit.

Treatment & Conduct

1. Can I have a female therapist?
2. Yes, all of our therapists are female.

1. Do I need to wear underwear?
2. Yes, you must keep your briefs on at all times (males and females). Females may remove their bra if they wish. Therapists reserve the right to end the treatment at any time if they feel uncomfortable or vulnerable.

1. Are there any showers at the spa?
2. We have showers in selected rooms, but they are subject to availability and time restraints. If you need to use a shower, please mention this at the time of booking. Please do not use a shower without permission.

1. What Base Oil do you use?
2. We use an Avocado base oil. We can offer baby oil on request, or you are welcome to bring your own oil.

1. What masseuse gives a strong massage?
2. Please ask our AI assistant for a call back.

1. Can I use my phone in the room?
2. Please do not make or receive calls in the spa or while having your treatment. The spa should be a quiet area for everybody to enjoy. The therapist will stop treatment if you are on the phone, and you may be asked to leave.

1. Can I charge my device in the room?
2. Yes, you may use the power point in the room to charge a device. Please keep it in silent mode.

1. Who is responsible for my possessions?
2. You are responsible for your own possessions. Please check shelving, baskets, and be aware of where you place your items. We will always check the rooms and call clients who have left items, but we have no control over items left behind.

Health & Other Questions

1. I’m pregnant, when can I attend?
2. We accept pregnant ladies from twelve weeks onwards.

1. I have a bad cold, can I still attend?
2. Please do not attend if you are ill or have any skin condition that weeps. Please consult your doctor if you are unsure about how massage may affect your health.

1. Are children allowed for treatments?
2. Children from the age of seven to sixteen must be attended by an adult/guardian at all times.

1. If I leave a tip, does it go to the therapist?
2. Yes, we do not pool the tips, so the full tip (less any tax it may incur) will go to the therapist.

1. Do you offer discounts or promotions?
2. We do not have ongoing promotions or discounts at the moment.

1. Do you offer a thirty minute massage?
2. We are unable to offer thirty minute massage slots at the moment.

1. Can I have a receipt?
2. Online booking generates a receipt and we can offer hand written receipts at reception on request.

1. I want you to remove my card details from the system.
2. Please ask our AI assistant to leave a message. Please confirm your name and number so we can remove the details for you.

1. My account seems to be blocked.
2. Please ask our AI assistant to leave a message. Please confirm your name and number, and we will look into this for you.

Cancellation Policy

You may cancel or re-schedule appointments with no charge any time before the close of business on the day before the scheduled appointment. Same-day cancellations or appointment changes will be charged 50% of the scheduled service cost. Cancellations made inside one hour of the appointment time, or failure to show up (No-Show), will result in a charge of 100% of the scheduled service cost.

Changes to Payment When Booking

1. Have you changed the way you take card details when booking?
2. Yes. We no longer use card capture, which means new clients have the option to pay at the spa. However, in most cases, the full payment for the treatment is now taken at the time of booking (online or via our AI assistant). This can vary based on client history, but we are moving toward full payment on booking for everyone.