Booking and Attendance Terms

1. Cancellation, modification and no-show

• Timely cancellation (>24h): If a client cancels or changes a booking with more than 24 hours' notice, the paid amount will not be refunded in cash but transferred 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 a client cancels with less than 24 hours' notice or does not attend, this is considered a breach of contractual obligation and the following conditions apply:
  • Bookings with prepayment or gift card: The paid prepayment or gift card used for the booking is considered realised at 100% to cover the service provider's booked working time and readiness costs.
  • Cash payments (pay-on-arrival clients): If a client who wishes to pay cash on arrival does not show up or cancels late, the service provider is entitled to invoice the client a readiness fee of 100% of the booked service value (holding the booked time slot and lost revenue).
• New bookings: The client may only make new bookings after fully paying any outstanding cancellation fee or invoice.

2. General rules for prepayments and gift cards

• Non-refundability: Purchased gift cards and paid prepayments will not be bought back or exchanged for cash. The paid amount is transferred 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 cancellations are valid for 3 months from the date of purchase or transfer. After expiry, 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 original intermediary's rules.
  • Late cancellation or no-show (<24h): If a client cancels a service booked through an intermediary with less than 24 hours' notice or does not show up, the voucher/gift card is considered realised (used) and will not be refunded or replaced with a new appointment.
  • Breach of professional distance (Section 7): If a session is terminated on-site due to the client's inappropriate behaviour, the third-party voucher is immediately marked as used/realised and its value will not be refunded.

3. Client lateness to a session

• Up to 15 minutes late: The session is conducted in shortened form so as not to delay subsequent clients. The client is obliged to pay 100% of the original price.
• More than 15 minutes late: The service provider is entitled to unilaterally cancel the session. The situation is treated as a no-show and the provisions of section 1 apply (prepayment/gift card is cancelled, or a cash client is invoiced according to the readiness fee).

4. Health condition, contraindications, side effects and client responsibility

Massage and other therapy services will not be provided to a client who shows clear signs of alcohol or drug intoxication, or who has acute medical contraindications (e.g. high fever, infectious diseases, conditions noted on the intake form, or any other health specifics that may affect therapy).

If the service provider must refuse massage or therapy on-site due to the client's intoxication, drug use or any undisclosed acute illness/contraindication, this is treated as a late cancellation through the client's fault and the client is obliged to pay 100% of the session fee (section 1 readiness fee applies).

Client declarations regarding health and responsibility (when completing the intake form):

• All information I have provided is truthful, complete and accurate.
• I understand that concealing or distorting medical/health information is my personal responsibility.
• I understand that I may decline any exercise, technique or contact if I feel discomfort.
• I am aware of possible side effects: soreness, sensitivity, fatigue, small bruises, mild dizziness.
• I have been informed that serious complications are rare but risk cannot be entirely excluded.
• I commit to immediately reporting any unusual pain, weakness or other symptoms.
• I understand that a session is not individual medical treatment and does not replace a doctor's consultation.
• I will not change my medication without consulting a doctor.
• I acknowledge my personal responsibility for attending the appointment.
• I have been given the opportunity to ask questions and receive answers before and after the session verbally, by phone or in writing (by SMS or email).

5. Repeated rescheduling of appointments

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

6. Refusal of service, loss of trust and transfer of credit

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

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

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

7. Maintaining professional distance and clinical environment

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

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

If a session is terminated due to the client's inappropriate behaviour or breach of professional distance, the contract is deemed to have been seriously breached through the client's fault. All paid prepayments, gift cards or credits are immediately cancelled at 100%. Since this constitutes actual harm caused to the service provider, no refund, compensation or transfer to third parties is permitted.

8. Periodic invoicing and consolidated invoices for companies

Where services are paid on the basis of a retrospective consolidated invoice (for the previous calendar month), ALL appointments booked by the company's employees are subject to payment.

If an employee cancels their appointment with less than 24 hours' notice or does not show up (no-show), that time is reflected in the monthly consolidated invoice at 100% (as a fee for holding the booked time slot and readiness).

The company is entitled to seek recovery of the no-show fee directly from its employee in accordance with internal company policy, but the obligation to pay the invoice to MV Therapy rests with the legal entity (the company).

9. Method of providing health information, liability and personal data processing

• Form of health information: The client is obliged to inform the service provider of their health condition and health-related specifics in advance by email, SMS, completed intake form or other reproducible written form, or in writing on-site.
• Consequences of failure to notify: If the above notification has not been provided in written or reproducible written form, it is legally assumed that the client has not disclosed their health specifics. In that case the client bears full personal responsibility for the consequences of failure to notify and has no property or non-property claims against the service provider (MV Therapy) in respect of any undisclosed health condition or contraindication.
• Personal data processing: The client consents to the processing and storage of their personal data (including health-related data and medical history) in both physical and digital form in accordance with the Personal Data Protection Act (IKS) and the General Data Protection Regulation (GDPR) for the purposes of service provision and health monitoring. Detailed data processing principles are set out in MV Therapy's Privacy Policy.

10. Photo, audio and video recording and marketing activities

• Consent and grant of rights: By confirming a booking and accepting these terms, the client grants the service provider (MV Therapy) full permission to film, photograph and audio-record consultations and sessions. The service provider is entitled to use such material on social media networks (including TikTok, Instagram, Facebook, YouTube, etc.) for brand promotion, marketing and commercial purposes.
• Exclusion of monetary claims: The client confirms and agrees that the capture and use of materials is entirely free of charge. The client has no right to claim monetary compensation, royalties, licence fees or any share of revenue from marketing or monetisation activities.
• Request for removal: If the client exercises their statutory right to request removal of material and the service provider complies, the client agrees that this has no retroactive effect. The client has no right to make any monetary claims, damages or other property claims — either retroactively or prospectively — in respect of material already published or used.