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Here at Zenom, our utmost priority is to enhance your massage experience by providing our very best. We uphold thoughtful policies to benefit you and foster a harmonious and ethical environment for our therapists to focus your needs. Our goal is to ensure you have a pleasant experience and hopefully exceed your expectations!


If, for any reason, you weren’t fully satisfied with our service, please don’t hesitate to reach out to us. While we cannot offer refunds for services, we’ll do everything we can to get you to a better place.



Life can be unpredictable, and we understand that sometimes lateness is unavoidable due to tube, alarm clocks, last minute meetings or puppy sightings. We’ll do our best to accommodate you. This may involve fitting you in for shorter treatment, giving you priority for the next available slot, or rescheduling your appointment for another time. We do ask that if you are running against the clock for your Zenom appointment, to please give us a heads up and we will do our best to find a solution that suits you.



Late birds, please note: slots missed by half of the length or more are cancelled. Last minute changes to slots are made at the discretion of management and are only possible if a slot is  available and other clients are not inconvenienced. We hope you understand that late arrivals will not receive an extension of scheduled services.



Lastly, we kindly request at least 24 hours’ notice if you need to cancel your scheduled reservation. We do our best to be fair, so if the cancellation is made less than 24 hours prior to the scheduled reservation (at least 2 hours before the appointment time), we charge 50% of the reservation cost to compensate our staff for missed wages. Unfortunately, we cannot provide refunds for reservations cancelled within 2 hours of the scheduled time or for no-show appointments. Additionally, we have a “No-Twinning” Policy, which means the services you select are reserved exclusively for you.


We genuinely value your understanding and cooperation with these policies. They enable us to provide exceptional service and ensure we can be well prepared to make your experience truly special. If you have any questions or concerns, feel free to get in touch with us.


Thank you for choosing us, and we look forward to providing you with a fantastic massage experience.



Kensington & Chelsea, City of Westminster, City of London and Camden. 


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