The Massage Concept Promise
“Satisfied, or we’ll do it again.”
On every massage, whether it is your first or your twentieth, paid on the day, part of a subscription or with a gift card: if your session did not fully satisfy you, tell us. We will offer you a new massage of the same value, with the practitioner of your choice.
In short
- Your request within 48 hours of the session, from your account.
- A detailed, reasoned request, reviewed by our Spa Manager, who replies within 48 hours.
- If accepted: a massage of the same value, on us, to book within 3 months.
- The Promise never gives rise to a refund.
How it works
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01
Within 48 hours
Log in to your account, open “My bookings” and choose “Report a concern” on the session in question.
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02
Explain in detail
Tell us what did not suit you, at what point in the session, and what you were expecting. The more precise you are, the fairer our answer.
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03
Our Spa Manager replies within 48 hours
Every request is read by our Spa Manager. If a detail is missing, we will ask you before replying.
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04
Your massage on us
Request accepted: you choose your massage, of the same value, and the practitioner. You have 3 months to book it.
After your request
Here, with nothing hidden, is how a request works: what we expect from you, what our Spa Manager does, and the two possible answers.
You write to us
From your account, you choose the session and explain in detail what did not suit you.
Our Spa Manager reviews
Our Spa Manager reads your request. If a detail is missing, they will ask you before replying.
✓ Request accepted
You receive your free massage, of the same value, by email. It appears in your account: book it within 3 months, with the practitioner of your choice.
✕ Request refused
You receive a refusal by email, always explained, for one of these reasons: 48-hour limit exceeded, session not carried out, explanation still insufficient after our follow-up, manifestly inaccurate statement, repeated manifestly abusive requests.
Why this promise
A massage is a pressure, a rhythm and an atmosphere that suit you, or not quite. If a session did not live up to what you expected, we would rather know and offer you another one than let you leave disappointed. Your feedback also helps us improve, session after session.
Terms
Who and which massages
The Promise applies to all our clients, on every massage given at the salon, solo or duo (each person for their own massage), including a session that is part of a subscription or paid with a gift card. There is no annual limit.
Time limit
Requests must be made within 48 hours of the end of the session. After that, they can no longer be accepted.
The request
It is made from your account, using the Promise form. It must be reasoned and explain in detail what did not suit you. No account yet? It is created with the email address of your booking.
Review by our Spa Manager
Your request is reviewed by our Spa Manager, who replies by email within 48 hours. If an explanation is missing, our Spa Manager may ask you for more detail.
The free session
If your request is accepted, we offer you a new massage of the same value, with the practitioner of your choice subject to availability, to book within 3 months of our reply. It cannot be exchanged for cash.
Grounds for refusal
A request may be refused, always with an explanation: 1) if it arrives after the 48-hour limit; 2) if the session did not take place; 3) if the explanation remains insufficient despite a follow-up from our Spa Manager; 4) if the statement is manifestly inaccurate; 5) in the event of repeated, manifestly abusive requests.
No refund
The Promise offers you a new massage: it never gives rise to a refund.
Your rights
The Promise is in addition to your statutory rights, including your right of withdrawal for online purchases, and does not limit them. It is part of our terms and conditions of sale.
Your questions
Do I need an account to make a request?+
Yes, requests are made from your account. It is created with the email address of your booking: a login link is sent to you by email, no password to remember.
My massage was part of a subscription, or a gift card: am I covered?+
Yes. The Promise applies to every massage, however it was paid for.
Can I get my money back instead?+
No. The Promise offers you a new massage of the same value, not a sum of money. Your statutory rights remain fully intact.
Can I change massage or practitioner for the free session?+
Yes. You choose the massage, of the same value, and the practitioner, subject to availability. You can also tell us the pressure you prefer.
Why do you ask for so much detail?+
To understand what happened and give you a fair answer. Every request is read by our Spa Manager, and your explanations also help us improve.
I felt pain or discomfort during the session.+
Please contact the salon directly at salon@massage-concept.fr. The Promise form is not meant for this: do not include any health information in it.
How many times can I use the Promise?+
There is no limit: it applies to every massage. Only repeated, manifestly abusive requests may be refused.
A session did not suit you?
You have 48 hours after the session to tell us, from your account.