FAQ’s + Terms & ConditionS
If you can’t find your answer here, please check our What to Expect page.
FREQUENTLY ASKED QUESTIONS
WHAT IS LOOP STUDIO LIKE?
In September 2021 Loop moved from a pair of CARGO container studios to a beautiful, purpose built, purpose led new studio in Wapping Wharf. We now have 3 treatment rooms, Linen, Birch and Charcoal. The interiors are decorated to be calming and cosy, we use natural materials and lots of textured surfaces, with linen fabrics and soft lighting. Each studio has one maple hardwood massage table with an extra thick memory foam top, we use cotton sheets. We have heating for winter, cooling for summer and HEPA air filtration and ventilation all year round.
Though Loop is no longer in the CARGO boxes we are still part of the Wapping Wharf family we love. We are situated on the corner of Rope Walk and The Gateway, two news streets which are part of Wapping Wharf, just behind our old studio’s at CARGO 2. We are on the same street as Fig 1 and Bookhaus, on the front of the apartment building Hope Quay.
To reach us from the main Wapping Wharf thoroughfare, Gaol Ferry Steps, find the pedestrianised road that sits between Little Victories coffee & Bush plant shop. Turning off Gaol Ferry Steps you’ll pass Fig 1 and Bookhaus and then you’ll reach Loop. We look forward to welcoming you to our new home
Use what3words focus.flames.hype to find our exact location. Here we are on Google Maps
WHERE EXACTLY IS LOOP LOCATED?
How do I Book a treatment?
Our online booking system is quick and easy to use and shows all our availability for all of our wonderful therapists. We only offer advance bookings, though often we have limited availability just 24-48 hours in advance. For weekend appointments, we recommend booking 3/4 weeks ahead.
All bookings must be made using our online booking system with exception of; 40 minute massages, massages with Polly, massage for two at the same time (please see Q on ‘couples massages’ below). For these treatment types please use our email booking forms which can be found on the booking pages.
How do I know which Therapist is right for me?
All our therapists are highly trained and insured. We also love to meet and learn from each other when we can. There is no prescribed ‘house style’ at Loop and while we are influenced by each other’s work, the beauty of Loop is that our clients can find a therapist that is right for them. We encourage clients to branch out and work with a number of the team to see what works for them.
The team bring their own interests and further exploration of bodywork to their practice. We suggest you read through our about page and see if one of the team’s answers resonates with you. Please email if you’d like more insight or information.
I HAVE A GIFT VOUCHER TO REDEEM
Hurrah! It couldn’t be simpler to redeem these. All gift vouchers are monetary and can be used against the value of any treatment at Loop.
To use your code: Enter it in the box marked “Package, Gift or Coupon Code” which is found on the payment page when booking your treatment. It’s under the ‘Order Summary’ title, just above the Subtotal line and has a little ‘+’ sign by it.
To check your balance: On the bottom of every booking page you’ll also see a ‘Check Code Balance’ title. Click and enter your unique voucher code you’ll be able to check how much is left on the card and when it is valid until.
All ‘valid to’ dates are the booking date rather than treatment date. If you have a week left until your voucher expires, you have a week to book a treatment, but this treatment can be up to 8 weeks in the future. We cannot extend vouchers past their expiry date.
WHAT TYPE OF MASSAGE IS RIGHT FOR ME?
At the risk of being frustrating, this essentially comes down to personal choice. The exception being if you have an injury or have had surgery recently. In this case we’d always recommend a remedial treatment.
Our classic Loop Massage with its mix of holistic styles of massage works especially well for those who are looking to deeply relax, help aid the physical and mental attributes of stress or anxiety and those who enjoy massage as part of their self-care rituals. Unlike the other styles it’s perfect for those who see making time for themselves as the purpose of the massage.
If you have particular aches, pains or medical issues; remedial might be the way forward it is a purposeful treatment at it’s heart (which is why the intake health form is slightly more in-depth).
DOeS LOOP OFFER Pregnancy massage?
Yes we do! We offer both Pregnancy and Post Natal options, please see the booking page for details.
Our massage and facial treatments are generally not suitable for clients who are undergoing cancer treatment, however reflexology can often be suitable. Please email us for more information.
Can I have a massage if I am undergoing treatment for cancer?
Can i book for someone else?
You can! But please make sure that the booking is in the recipient’s name (so we know who to expect) and that the chosen recipient is healthy enough to receive a treatment and most importantly WANTS to have a treatment with us. Some people aren’t keen on being touched or have medical issues that mean we can’t perform a treatment. If either of these are the case not only do you put a loved one in a difficult situation, you will be liable for the treatment cost. We love people who love massage, reflexology and facials - the people who love Loop love these things too but not everyone has to. We ask that you check this before surprising anyone! Thank you.
You must be 18 years of age or older to receive treatments without approval or must be in the accompaniment of a Parent or Guardian who can give written permission - they will not be able to stay in the studio for the massage. Please email us before booking.
BOOKING OF UNDER 18’s
Insurance: ours and yours!
All our therapists are fully trained and insured. Some of our therapists are also members of specific training bodies which are recognised by various work place Health Insurance Policies. If you are lucky enough to have such a policy you can see who to book with on our About page.
CAN I BOOK A COUPLES MASSAGE?
AKA: CAN I BOOK FOR ME AND A FRIEND AT THE SAME TIME? Due to the layout of our individual treatment rooms we cannot offer couples massage in the same room. However we can arrange two appointments at the same time in neighbouriung treatment rooms. We recommmed booking 3/4 weeks in advance. Email us to book.
TERMS & CONDITIONS
Loop has a 24 Hour Cancellation Policy for appointments of an hour or less, or 48 Hours for appointments longer than an hour.
If you need to change or cancel your appointment, you must notify us in advance. You can do this via the links in your original booking and / or in the reminder emails. You’ll receive a reminder email in good time to cancel an appointment, provided you do so promptly.
Bookings cancelled later than the cancellation policy states are charged at 50% of the appointment value. We will do our best to fill the vacated appointment slot and if we can, we will waive this 50% charge. Bookings cancelled less than 4 hours before the appointment time are charged at the full appointment value.
We uphold this policy so that Loop can continue to run and serve everyone. We thank you for your understanding. We understand you may not wish to take this risk, if so we often have on the day appointments you can book instead.
If arrival is delayed, we will make every effort to accommodate you but this is not always possible. Treatment time may have to be abbreviated for the consideration of other clients. Treatment will be charged at full value.
Appointments missed by 30 minutes for (an hour appointment) or 45 minutes (for a 90 min appointment) are considered cancelled and will be charged.
Last minute changes to appointments are made at the discretion of management and only possible if an alternative appointment is available and other clients are not inconvenienced.
CANCELLATIONs + MISSED APPOINTMENTS
We do not offer refunds for our services, we will work with you before, during and after treatment to ensure that you don't feel the need to ask.
Gift vouchers are non-refundable.
REFUNDs
Gift vouchers are valid for 12 months from date of issue. Part payments can be made with vouchers. Change will not be given for unused voucher credit. Gift vouchers are non-refundable.
Worried, you can’t use your voucher before it expires, don’t worry! You can book an appointment for after the expiry date, as long as you do this while the voucher is still valid. We just need the voucher in the system before the code expires.
If an appointment is missed where the payment has already been made ie. a gift voucher, we reserve the right to charge the appointment by way of declaring the gift voucher redeemed.
Treatment courses must be paid in full at the start. Courses of treatments may not be shared with another client.
GIFT VOUCHER TERMS AND CONDITIONS
LOOP LOYALTY SCHEME 2023
The Loop loyalty scheme is operated using a card.
A treatment at Loop = one stamp on your loyalty card. One full loyalty card = 50% of any treatment at Loop.
Loyalty Scheme Ts & Cs:
This is a new scheme, it started on March 1st 2023. Old loyalty cards from the previous 2016-2019 scheme cannot be used. We’re really sorry but we need a fresh start.
One treatment equals one stamp on your card, it doesn’t matter what length or type of treatment it is. Once the card is full, hand it to the team with your name and email on. We’ll email you a code for 50% off any treatment.
A stamp needs to be collected at the appointment, we will not back date for previous treatments. If you don’t have your card with you, you can have a stamp on a new card. You cannot compile a ‘full’ card from various ‘part-cards’, so please keep your original card safe and remember to bring it with you on each visit.
Loop cannot keep your card for you or count up your appointments. If you want to be in the scheme you have a card that you keep.
Stamps can be collected by one person, you cannot share a card, or transfer your stamps to another person. You can however gift your 50% voucher to someone else to make their day.