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Terms & conditions

For every appointment and gift card at Northern Holistic. Last updated 28 October 2026.

On this page

  1. 1. Who we are
  2. 2. Booking, prices and payment
  3. 3. Cancelling your appointment
  4. 4. No-shows, late arrival and paying a fee
  5. 5. If we cancel, your health, and conduct
  6. 6. Gift cards bought online
  7. 7. Legal

1. Who we are

These terms apply to every appointment booked with Northern Holistic, Winterfeldtstraße 17, 10781 Berlin, whether online, by phone, by WhatsApp or in person.

Northern Holistic is run by Gavin Thomson, Winterfeldtstraße 17, 10781 Berlin. Contact: [email protected] or +49 30 2332 949 70. Our phone line is answered by an AI assistant: just say what you are calling about and we will call you back as soon as we can.

Some of our therapists are self-employed and rent a treatment room at the studio. If you book one of them, your treatment contract is with that therapist. We take the booking for them, and these terms apply in the same way.

By confirming a booking you agree to these terms. Please read the cancellation section carefully: it explains when a fee applies.

2. Booking, prices and payment

  • Confirmation. Your booking is confirmed when you receive our confirmation email. Please check the date, time, treatment and therapist in it.
  • Contact details. We need a working email address and mobile number. We use them for your confirmation, reminders and any change to your appointment, by email, WhatsApp or SMS.
  • Prices. The price shown when you book is the price you pay. Prices can differ by therapist. All prices are final prices in euros.
  • Payment. Unless you paid online, payment is due at the studio on the day of your appointment. We accept EC card, Visa, Mastercard, American Express, PayPal and cash.
  • Gift cards and codes. A gift card balance is applied to your booking and deducted when the booking is confirmed. Any difference is paid at the studio. If you cancel in time, the amount used goes back onto your gift card.
  • Treatwell and ClassPass. If you book through Treatwell or ClassPass, their terms apply to that booking, its payment and its cancellation. At the studio, our rules on late arrival, health and conduct (sections 4 and 5) apply.

3. Cancelling your appointment

Cancelling 24 hours or more before your appointment is free. After that, a fee applies, worked out on the price of the treatment you booked:

When you cancel Fee
24 hours or more before Free
Less than 24 hours, at least 20 hours before 20%
Less than 20 hours, at least 12 hours before 30%
Less than 12 hours, at least 6 hours before 50%
Less than 6 hours, at least 2 hours before 75%
Less than 2 hours before, or no-show 90%

Why we charge. Your therapist keeps that time free for you. A late cancellation is very hard to fill, and the therapist loses the income.

How to cancel. Use the cancellation link in your confirmation email or WhatsApp reminder. The page shows any fee before you confirm. Your appointment is only cancelled once you see the confirmation screen. If the link does not work, contact us before your appointment starts.

Changing your appointment. To move an appointment, cancel it and book a new time. The fees above apply to the original appointment.

Couples bookings. A couples booking is cancelled together: cancelling one of the two appointments cancels both.

4. No-shows, late arrival and paying a fee

  • No-show. If you do not arrive and have not cancelled, we charge 90% of the treatment price, as in the table in section 3.
  • Arriving late. Your treatment still ends at the booked time so the next client is not delayed. The full price applies. If you are more than 15 minutes late, we may not be able to treat you, and this counts as a no-show.
  • Paying a fee. We email you a secure payment link. Please pay within 48 hours. Until a fee is paid, you cannot make a new online booking.
  • Lower loss. You may show us that we suffered no loss, or a lower loss than the fee. In that case you pay only the lower amount, or nothing.
  • Exceptions. In a genuine emergency, contact us. We may waive a fee at our discretion.

5. If we cancel, your health, and conduct

  • If we have to cancel (for example, because a therapist is ill), we tell you as early as possible. You pay nothing and we offer you a new time. Anything you paid in advance is refunded in full, or returned to your gift card.
  • Your health. Please tell us before your treatment about any medical condition, injury, pregnancy, medication or allergy. Your therapist may change or decline a treatment where massage is not safe. Massage does not replace medical diagnosis or treatment. We keep what you tell us confidential: see our privacy policy.
  • Conduct. We offer professional therapeutic massage only. Any sexual remark, request or behaviour ends the treatment immediately. The full price is charged and we will not accept future bookings.

6. Gift cards bought online

Appointments have no right of withdrawal (see section 7), but a gift card you buy on our website does. The following applies to that purchase.

Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day the contract was concluded.

To exercise your right of withdrawal, you must inform us (Gavin Thomson, Northern Holistic, Winterfeldtstraße 17, 10781 Berlin, [email protected], +49 30 2332 949 70) of your decision to withdraw from this contract by a clear statement, for example a letter sent by post or an email. You can also use the “Withdraw from contract” button on our gift card page. You may use the model withdrawal form below, but you do not have to.

To meet the withdrawal deadline, it is enough to send your notice of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we will refund all payments we have received from you, including any delivery costs (except the extra costs if you chose a type of delivery other than the cheapest standard delivery we offer), without undue delay and at the latest within 14 days of the day we receive your notice of withdrawal. We will use the same means of payment you used for the original transaction, unless we have expressly agreed otherwise with you. You will not be charged any fees for this refund.

Model withdrawal form

(If you want to withdraw from the contract, please fill in this form and send it back to us.)

To: Gavin Thomson, Northern Holistic, Winterfeldtstraße 17, 10781 Berlin, [email protected]

I/We (*) hereby withdraw from the contract concluded by me/us (*) for the purchase of the following goods (*) / the provision of the following service (*):
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:

(*) Delete as appropriate.