Booking Terms & Conditions

1. Booking Cancellation, Changes, and No-Show

Timely cancellation (>24h): If the client cancels or changes the booking time with more than 24 hours' notice, the paid amount is not refunded in cash at the client's discretion, but is credited to the client's account as a voucher/credit, which can be used to pay for MV Therapy services within the validity period set out in these terms.

Late cancellation (<24h) or no-show: If the client cancels with less than 24 hours' notice or does not show up, this is considered a breach of contract and the following compensations apply:

• Bookings with prepayment or gift card: The paid prepayment or gift card used for the booking is forfeited at 100% to cover the service provider's empty slot and booked working time.
• Cash payments: If a client wishing to pay in cash on-site does not show up or cancels late, the service provider has the right to issue the client an invoice for damages in the amount of 100% of the booked service value. This fee corresponds to the service provider's estimated loss (loss of booked working time, workplace preparation, and lost revenue).
• New bookings: The client is entitled to book new appointments only after full payment of the previous cancellation fee or issued invoice.

2. General Rules for Prepayments and Gift Cards

Non-refundable: Purchased gift cards and paid prepayments are not bought back and are not exchanged for cash. The paid amount is not refunded in cash but is credited to the client's account as a voucher/credit, which can be used to pay for MV Therapy services within the validity period set out in these terms.

Validity period: Both gift cards and prepayment credit from timely cancellation are valid for 3 months from the date of purchase or transfer. After the expiry date, the gift card or credit expires and is automatically cancelled.

Third-party gift cards and vouchers (e.g. Kingituste Saar, Stebby, etc.):

• The validity period and refund conditions of vouchers and gift cards purchased on third-party platforms are governed by the rules of the original intermediary.
• Late cancellation or no-show (<24h): If the client cancels a service purchased through an intermediary with less than 24 hours' notice or does not show up, the voucher/gift card is considered redeemed (used) and is not refunded or replaced with a new appointment.
• Violation of professional boundaries (Section 7): In the event of a session being terminated on-site due to inappropriate behaviour by the client, the third-party voucher is immediately marked as used/redeemed and its value is not compensated.

3. Client Late Arrival

Up to 15 minutes late: The session is carried out in a shorter format so as not to shift the times of subsequent clients. The client is obliged to pay 100% of the original service price.

More than 15 minutes late: The service provider has the right to unilaterally cancel the session. The situation is treated as a no-show and Section 1 of these terms applies (prepayment/gift card is forfeited or a cash-paying client is invoiced in accordance with estimated loss).

4. Health Condition, Intoxication, and Contraindications

Massage and other therapy services are not provided to clients who show obvious signs of alcohol or drug intoxication, or who have acute medical contraindications (e.g. high fever, infectious diseases).

If the service provider must refuse massage on-site due to the client's intoxication, drug use, or concealed acute illness, this is treated as a late cancellation at the client's fault and the client is obliged to pay 100% of the session fee (Section 1 applies for compensation of estimated loss).

5. Repeated Rescheduling

A single booking may be rescheduled (with more than 24h notice) a maximum of 2 times. On the third occasion, the booking is cancelled, the paid prepayment/gift card is forfeited, or for cash-paying clients, further systematic booking rights are restricted.

6. Refusal of Service, Loss of Trust, and Credit Transfer

MV Therapy reserves the right to refuse service to a person or terminate the contractual relationship if the client's previous behaviour or manner of communication is rude, disrespectful, aggressive, or if a conflict has occurred between the parties with a complete loss of trust.

This restriction also applies if a third party has purchased an MV Therapy gift card or prepayment for the person refused service (or they received it as a gift).

In such a situation, the paid funds are not refunded but are issued as a credit/voucher (valid for 3 months). The refused person is not entitled to use the service personally, but has the right to gift or transfer the credit to a third party. MV Therapy must be notified in advance in writing (e.g. by email or message) of the transfer and the details of the new person before a new appointment is booked.

7. Maintaining Professional Boundaries and Clinical Environment

MV Therapy's goal is to provide a safe, professional, and high-quality therapy environment.

If the client violates professional boundary rules during the session, behaves inappropriately, or in a manner contrary to generally accepted standards of conduct, the service provider has the right to immediately terminate the session and ask the client to leave.

If a session is terminated due to inappropriate behaviour by the client or a violation of professional boundaries, the contract is considered to have been seriously breached at the client's fault. All paid prepayments, gift cards, or credits are immediately forfeited at 100%. The funds are not refunded, not compensated, and may not be transferred to third parties, as they constitute compensation for actual loss caused to the service provider, corresponding to the loss of booked working time and lost revenue.

8. Periodic Invoicing and Consolidated Invoices for Companies

If services are paid on the basis of a subsequent consolidated invoice (for the previous calendar month), all appointments booked by company employees are subject to payment.

If an employee cancels their appointment with less than 24 hours' notice or does not show up (No-Show), this time is reflected in the monthly consolidated invoice at 100% (as a compensation fee for the empty slot and booked working time, corresponding to the service provider's estimated loss).

The company has the right to recover the empty slot fee directly from its employee in accordance with internal company rules, but the obligation to pay the invoice to MV Therapy rests with the legal entity (the company).