Last updated: 30 August 2026

1. About us

Sayang’s Massage & Spa (“SMS”, “we”, “us”, “our”) is a trading name of Market Emergence Ltd, a company registered in England and Wales (company number 11788982), registered office 97 Rosslyn Crescent, Harrow, Middlesex, HA1 2SA. We provide massage and spa treatments from our Harrow, Watford, and Hammersmith locations.

Harrow (registered office): 97 Rosslyn Crescent, Harrow, Middlesex, HA1 2SA · Mobile: 07520 615 692 · Landline: 0203 048 2161
Watford: Unit 7, Mowat Industrial Estate, Sandown Road, Watford, Hertfordshire, WD24 7UY · Mobile: 07441 920 042 · Landline: 01923 381 629
Hammersmith: West 12 Shopping Centre, Unit 14 (Cutting Bar, next to Doctors), Shepherd’s Bush, London W12 8PP · Mobile: 07441 916 111 · Landline: 0203 048 2161
Contact: 0203 048 2161 (landline) or 07520 615 692 (mobile — call or text), Harrow, our registered office

By booking a treatment, using our website, or subscribing to our marketing communications, you agree to these terms.

2. Bookings

Bookings are made through our online booking system (Bookly) or directly with a location. When you make a booking, Bookly sends you a confirmation by SMS which includes or links to these terms. We do not generally require a deposit. If a client repeatedly books and does not attend, we may, at our discretion, require that client to book and pay in full in advance via our online payment gateway (Stripe) for any future booking; if that client then does not attend, the payment is not refunded.

If you arrive late, your treatment will still end at its originally scheduled time where the next client is on time, so that their appointment isn’t affected. Where the next client is also running late, we’ll do our best to give you as complete a treatment as possible in the time available.

3. Pricing and payment

Prices for our treatments are shown on our website and are correct at the time of publishing but may change. You can pay either online at the time of booking, or in person on arrival, by card, cash, or gift card — but either way, we do not begin a treatment until payment has been received in full. See section 6 below for our policy on ending a treatment early and refunds in that situation.

4. Gift cards

We offer gift cards, which can be purchased and topped up in person or via Square.

Redemption: gift cards can be redeemed against any of our treatments at either location, up to the value of the remaining balance. To keep things simple, we don’t split a single treatment’s payment between a gift card and another payment method — the gift card balance must cover the full price, or another payment method is used instead.
Transferability: gift cards are not tied to a named individual and may be given to or used by someone else on your behalf.
Refunds: gift card purchases are non-refundable once bought.
Expiry: gift card balances do not expire.
Lost or stolen gift cards: in both cases, the funds are held in trust by Square (our payment processor), not by us directly — but recoverability differs by type, simply because a physical card has no linked online account to fall back on:
Physical (plastic) gift cards are treated like cash: if the physical card is lost or stolen, we cannot refund or replace the balance, as there is no online account linked to it to recover access through.
Online (digital) gift cards are recoverable: since these are linked to your email address, you can use our forgotten-password process to recover access, and we can email your gift card details back to you.

See our Privacy Policy for how we handle the personal data associated with your gift card.

5. Your health and safety

Please tell your therapist about any medical conditions, allergies, pregnancy, recent surgery, or other health matters relevant to your treatment before it begins. Some treatments may not be suitable for everyone; your therapist may decline or adapt a treatment where there is a health or safety concern.

6. Professional conduct and treatment boundaries

Our therapists are professionals and are entitled to conduct every treatment within their own professional boundaries and comfort. If, during a treatment, a client’s behaviour goes beyond what the therapist is comfortable with, the therapist will ask the client whether they wish to continue the treatment appropriately. If the unwanted behaviour continues, the therapist may end the treatment immediately and leave the room.

By booking with us, you agree and acknowledge that if your treatment is ended early under this section, no refund will be given for the payment already made (see section 3), the treatment will nonetheless be considered to have been validly provided, and you agree not to dispute or seek a chargeback of that payment on this basis.

7. Marketing communications

If you opt in to receive marketing communications from us (including by SMS), you can opt out at any time by replying STOP to any marketing text message, or by contacting us using the details in section 13. See our Privacy Policy for how we use your data for marketing.

8. Photos and videos

Some marketing content on our website and social media channels uses AI-generated imagery that does not depict any real person. Where a real photo or video of a therapist is used, this is only with that therapist’s own sign-off, covering both the content (as taken, with an AI-tailored background/setting, or replaced entirely with a fully AI-generated image instead) and its use (website only, or website and social media) — choices a therapist can change at any time, including asking us to stop using their content. We treat this as two distinct, separately-honoured requests: a take-down (removed from public view but kept archived, so it can be reinstated later at the therapist’s request) or a deletion (permanently and irreversibly removed) — take-down is the more common request and doesn’t require any reason to be given. We do not use identifiable photos or videos of clients in our marketing without your separate, explicit consent, given specifically for that purpose. See our Privacy Policy for more detail.

9. Website use

You may use our website for its intended purpose of learning about and booking our services. You must not misuse our website (including attempting to gain unauthorised access, introducing malicious code, or scraping content). All content on our website, including text, images, and video, is owned by us or used with permission, and may not be copied or reused without our consent.

10. Liability

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else which the law does not allow us to exclude or limit.

Subject to that, we are not liable for any indirect or consequential loss arising from your use of our services, and our total liability to you for any direct loss is limited to the amount you paid for the treatment giving rise to the claim.

We are not liable for the consequences of your own misbehaviour or breach of the professional conduct boundaries set out in section 6. In the event of any dispute, including a payment dispute, we may rely on CCTV, Ring doorbell, and Dialpad call recordings (see our Privacy Policy) as evidence of what was actually agreed and what occurred.

11. Governing law

These terms are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

12. Changes to these terms

We may update these terms from time to time. The date at the top shows when they were last revised. Continued use of our services after a change means you accept the updated terms.

13. Contact us

Questions about these terms: 0203 048 2161 (landline) / 07520 615 692 (mobile — call or text), Harrow.