MEMBERSHIP BASICS

Q: What is the minimum contract length for memberships?

A: All our memberships are based on a 12-month contract. This non-breakable contract allows us to offer you our services at a significantly reduced rate compared to regular pricing.

Q: Is there a joining/registration fee?

A: No joining or registration fees! You'll only need to pay your first monthly membership payment to get started.

Q: What forms of payment do you accept?

A: We operate on a convenient direct debit system. During registration, you'll simply need to add your preferred payment card, which will be used for your monthly payments.

Q: How does the billing cycle work?

A: Your monthly payment will be processed on the same date each month as your initial purchase. For example, if you join on the 22nd, your subsequent payments will be on the 22nd of each month. We understand everyone's budgeting needs are different, so we're happy to adjust your payment date - just let us know your preferred date.

BOOKING & SCHEDULING

Q: How far in advance can members book appointments?

A:You can book your appointment when you have accrued your sessions.

Q: What's the cancellation/rescheduling policy for appointments?

A: We require a minimum of 48 hours' notice for any cancellations or schedule changes. If you miss an appointment or cancel with less than 48 hours' notice, the treatment will be deducted from your membership allocation.

Q: Can sessions be carried over to the next month if unused?

A: Yes! We offer flexible treatment usage:

• Unused treatments can be carried forward

• Sessions can be gifted to family members or friends

• You can pre-register family members, spouses, siblings, or friends to your membership for easy booking

Q: Can members book multiple sessions in one month?

A: Absolutely! We understand that some months you might need extra care:

• Book as many sessions as you need from your membership allowance

• If you require additional treatments beyond your package, enjoy a 10% member discount

• Perfect for months when you need extra attention for tension or stress

MEMBERSHIP MANAGEMENT



Q: What happens if a member needs to pause their membership?

A: We understand that life circumstances change. You can pause your membership for various reasons, such as pregnancy or illness. Simply notify us, and we'll suspend your membership until you're ready to resume.

Q: Can memberships be transferred to another person?

A: While memberships cannot be directly transferred, you can add up to 5 family members (aged 18+) and friends to your membership for shared usage.

Q: What's the process for canceling a membership?

A: Our memberships are based on a 12-month contract and cannot be cancelled early. However, we offer two flexible options:

• Pause your membership when needed

• Gift your treatments to family & friends

Q: Can members upgrade/downgrade their package?

A: While package changes aren't available within your current membership, you can add additional memberships to your account for more flexibility.

PRACTICAL QUESTIONS

Q: Are there specific therapists assigned to members?

A: Yes, Hannah will be your dedicated personal therapist, ensuring consistent, personalized care throughout your membership. This allows for a more tailored approach to your wellness journey.

Q: Can members choose different types of massage within their package?

A: Treatment flexibility depends on your membership type:

• Single-duration memberships (e.g., 60-minute packages) are limited to that specific duration

• Mixed-duration memberships offer variety in treatment lengths

• All members receive 10% discount on additional treatments outside their package

Q: What happens if a member moves away from the area?

A: If you relocate, you have two options:

• Gift your remaining treatments to friends or family

• Transfer the membership responsibility to someone else in the area

Q: Do you offer any referral bonuses for members?

A: Yes! We value your recommendations:

• Earn 100 treatpoints for each referral to Pure Relax

• Redeem treatpoints for free or discounted treatments and products

• It's our way of saying thank you for spreading the word

PAYMENT & VALUE

Q: What happens if a payment fails?

A: We handle payment issues with care:

• We'll contact you promptly to notify you of the failed payment

• You'll have the opportunity to add funds to your account

• We aim to resolve payment issues quickly to maintain your membership benefits

Q: Are there any additional costs members should be aware of?

A: No hidden costs! Your membership includes:

• Fixed monthly payment for 12 months

• Only the agreed price of your chosen membership

• No additional or unexpected charges

Q: Can members pay for additional sessions at a discounted rate?

A: Yes! As a valued member, you receive:

• 10% discount on all additional treatments

• Discount applies throughout your membership period

• Perfect for when you need extra sessions

Q: Do you offer any seasonal promotions for members?

A: Members receive exclusive benefits:

• Early access to seasonal promotions

• Priority notification via email before general public

• Special member-only offers throughout the year