Policies & Client Care Guidelines

Effective from: October 2025
Issued by: KÁLLOS ESTÍ Ltd, Guildford, Surrey
Contact: info@kallosesti.com
(Reviewed annually to ensure compliance with UK GDPR and professional standards)

1. Purpose
This policy outlines how all personal and health information entrusted to KÁLLOS ESTÍ Ltd is managed with the highest degree of privacy, professionalism, and discretion.
The aim is to protect every client’s dignity, rights, and trust in accordance with UK data protection law and the ethical standards of clinical practice.
2. Scope
This policy applies to all personal, medical, and session-related information collected, stored, or discussed as part of the therapeutic care provided by KÁLLOS ESTÍ Ltd.
3. Commitment to Confidentiality
All records, treatment details, and personal information are held in strict confidence.
Access is limited to the therapist, Penelope Makrykosta, solely for the purpose of delivering safe and effective care.
4. Information Collection & Storage
Personal and health-related data are collected to tailor treatments and ensure safety.

• Digital records are stored on encrypted, password-protected systems.

• Paper records are kept in locked, secure storage on the premises.
  Information is never shared without explicit written consent unless required by law.

5. Lawful Basis for Processing
Under UK GDPR, KÁLLOS ESTÍ Ltd processes client data on the following lawful bases:

• Article 6 (1)(b): Performance of a contract (appointment booking and therapeutic care).

• Article 9 (2)(h): Provision of health and therapeutic services by a professional bound by confidentiality.

6. Retention & Client Rights
Records are retained for seven (7) years following your last appointment, or until age 25 for minors, in line with insurance and professional regulations.
You have the right to:

• Access and request copies of your records;

• Request correction of inaccurate information;

• Request deletion of your data where legally permissible.

To exercise these rights, please contact info@kallosesti.com — responses will be provided within 30 days.
7. Sharing of Information
Information is never shared for marketing purposes. It may only be disclosed:

• When legally required by authorities or regulators;

• When necessary for insurance or accounting purposes (limited data only);

• With your explicit written consent.

8. Exceptions to Confidentiality
If there is a serious risk of harm to yourself or others, or a legal obligation to disclose information, confidentiality may be breached.
Where safe and appropriate, this will always be discussed with you first.
9. Data Breaches & Complaints
In the unlikely event of a data breach, KÁLLOS ESTÍ Ltd will take immediate action, notify affected clients, and — where required — report the incident to the Information Commissioner’s Office (ICO) within 72 hours.
Any concerns regarding data handling may be raised directly via info@kallosesti.com or to the ICO.
10. Policy Review
This policy is reviewed annually or sooner if data protection laws or professional standards change.
 
 
At KÁLLOS ESTÍ, confidentiality is not only a professional duty — it is a sacred trust, protecting the harmony between therapist and client in every act of care.

Effective from: October 2025
Issued by: KÁLLOS ESTÍ Ltd, Guildford, Surrey
Contact: info@kallosesti.com
(Reviewed annually in line with professional and ethical standards)

1. Purpose
This policy defines the professional boundaries maintained by KÁLLOS ESTÍ Ltd to ensure that all therapeutic relationships are founded on trust, respect, and safety.
It aims to protect both client and therapist while upholding the integrity and sacred nature of the therapeutic space.
2. Scope
This policy applies to all interactions — before, during, and after treatment sessions — between clients and the therapist, Penelope Makrykosta, acting on behalf of KÁLLOS ESTÍ Ltd.
3. Professional Conduct
All treatments are delivered within a professional, ethical framework consistent with the standards of the Federation of Holistic Therapists (FHT) and the Nursing and Midwifery Council (NMC).
The therapist will:

• Maintain clear and respectful communication at all times;

• Treat every client with dignity, empathy, and cultural sensitivity;

• Avoid any behaviour or language that could be perceived as inappropriate or suggestive.

Clients are equally expected to uphold respect, courtesy, and appropriate behaviour throughout all interactions.
4. Sexual Misconduct
Massage therapy at KÁLLOS ESTÍ Ltd is a non-sexual practice.
Any sexualised language, suggestion, or behaviour — verbal, physical, or otherwise — will result in the immediate termination of the session.
In such instances, the client will be charged in full, and further bookings may be refused.
5. Boundaries & Personal Space
Physical touch in massage therapy is intentional, professional, and therapeutic.

• The therapist will explain all treatment procedures beforehand and obtain consent for any adjustments or draping.

• Clients are encouraged to voice any discomfort immediately.

• Appropriate draping and privacy will be maintained throughout every treatment.

6. Dual Relationships
To preserve therapeutic neutrality and professional integrity, the therapist avoids entering into secondary personal, financial, or social relationships with clients that may influence professional judgment or care delivery.
7. Termination of Treatment
KÁLLOS ESTÍ Ltd reserves the right to pause or end a session if professional boundaries are compromised or if behaviour becomes inappropriate.
Future appointments may be declined in such cases, with the reasons clearly communicated in writing if requested.
8. Policy Review & Accountability
This policy is reviewed annually to ensure adherence to professional codes and ethical standards.
All boundary concerns are addressed transparently, with accountability to both the FHT and the NMC Code of Conduct.
 
 
This policy safeguards the mutual respect that allows healing to take place — honouring the trust shared between therapist and client.

Effective from: October 2025
Issued by: KÁLLOS ESTÍ Ltd, Guildford, Surrey
Contact: info@kallosesti.com
(Reviewed annually in accordance with client-care and business practice standards)

1. Purpose
This policy ensures fair and respectful management of appointment times and cancellations, recognising that every session at KÁLLOS ESTÍ Ltd is a carefully prepared offering of time, energy, and care.
It seeks to balance the needs of clients with the professional obligations of the therapist.
2. Scope
This policy applies to all appointments, including single treatments, gift vouchers, and multi-session packages booked with KÁLLOS ESTÍ Ltd.
3. Booking & Deposit

• A £30 deposit is required at the time of booking to secure your appointment.

• Deposits are applied toward the total cost of your treatment.

• Package sessions must be prepaid in full before the first appointment, unless otherwise agreed.

4. Cancellations & Rescheduling

• Clients are kindly requested to provide at least 24 hours’ notice to cancel or reschedule.

• This notice allows the appointment time to be offered to another client in need of care.

• Cancellations made within 24 hours of the appointment time will result in the loss of the deposit.

5. Missed Appointments & Late Arrivals

• Missed appointments or late arrivals that prevent the completion of a full treatment may be charged in full.

• If the client arrives late, the session will still end at the scheduled time to maintain fairness for subsequent clients.

6. Gift Cards & Packages

• Sessions booked using a gift voucher or package will be considered redeemed if cancelled within 24 hours or missed entirely.

• Gift vouchers are valid for six months from purchase, non-refundable but transferable.

7. Exceptions & Compassionate Consideration
KÁLLOS ESTÍ Ltd understands that unforeseen circumstances may arise.
In cases of genuine emergency, illness, or compassionate grounds, cancellation fees may be waived at the discretion of the therapist.
8. Policy Review
This policy is reviewed annually to ensure transparency, fairness, and alignment with professional and ethical practice.
 
 
Time is sacred — each appointment represents a space prepared for your renewal and healing. Thank you for honouring this shared commitment to respect, care, and presence.

Effective from: October 2025
Issued by: KÁLLOS ESTÍ Ltd, Guildford, Surrey
Contact: info@kallosesti.com
(Reviewed annually to ensure fairness, clarity, and compliance with business regulations)
​
1. Purpose
This policy outlines the terms of payment, deposits, and the use of gift vouchers at KÁLLOS ESTÍ Ltd.
It ensures transparency, fairness, and mutual respect in all financial transactions between client and therapist.
2. Scope
This policy applies to all services, treatments, packages, and gift vouchers offered by KÁLLOS ESTÍ Ltd, whether purchased in person or online.
3. Payment Methods

• Payments may be made by card, bank transfer, or cash at the time of treatment.

• Deposits are required at the time of booking and are deducted from the final session cost.

• Full payment for all packages is required prior to the first session unless otherwise agreed.

• Receipts are available upon request.

4. Deposits & Refunds

• Deposits are non-refundable if appointments are cancelled within 24 hours or missed entirely.

• Refunds will not be issued for completed treatments or partially used packages.

• In exceptional cases of illness or emergency, KÁLLOS ESTÍ Ltd may, at its discretion, offer credit or reschedule sessions without penalty.

5. Gift Vouchers & Packages

• Gift vouchers are valid for six (6) months from the date of purchase unless stated otherwise.

• Packages must be used within twelve (12) months from the first session.

• Vouchers are non-refundable, but may be transferred to another recipient with prior notice.

• Vouchers cannot be exchanged for cash or used beyond their expiry date.

• Promotional offers or discounts cannot be combined or applied retrospectively.

6. Lost or Stolen Vouchers
KÁLLOS ESTÍ Ltd cannot replace lost or stolen physical vouchers; please treat them as you would cash.
For e-vouchers, verification of purchase may be used to reissue a digital copy at the company’s discretion.
7. Policy Review
This policy is reviewed annually to ensure compliance with consumer rights and best business practices.
​
 
Transparency and fairness are forms of respect — honouring the value of both time and care exchanged in every treatment.

Effective from: October 2025
Issued by: KÁLLOS ESTÍ Ltd, Guildford, Surrey
Contact: info@kallosesti.com
(Reviewed annually in accordance with professional, health, and safety standards)

1. Purpose
This policy ensures that all treatments at KÁLLOS ESTÍ Ltd are delivered with the highest standards of safety, hygiene, and informed consent.
It reflects the company’s duty of care to protect the wellbeing of every client through clinical awareness, professional ethics, and holistic understanding.
2. Scope
This policy applies to all clients receiving treatments at KÁLLOS ESTÍ Ltd, including those attending consultations, follow-up sessions, and wellness programs.
3. Health Information & Consultation

• A confidential Health & Medical History Form is completed prior to your first session.

• Clients are required to disclose relevant health conditions, medications, allergies, or recent surgeries.

• The therapist must be informed of any changes to your health status before each treatment.

• Medical clearance may be requested where necessary to ensure safe care.

4. Informed Consent​

• The purpose, benefits, and nature of each treatment will be clearly explained before the session begins.

• A consultation and signed consent form are required prior to your first session.

• Verbal consent is reconfirmed at the start of each session and implied through your continued participation during treatment.

• You may withdraw consent or stop treatment at any time.

5. Hygiene, Infection Control & Environment

• All equipment, linens, and treatment areas are sanitised between clients.

• Hand hygiene and infection-prevention protocols are strictly observed in line with healthcare standards.

• Clients are asked to reschedule appointments if unwell, contagious, or recently recovering from infection.

• The treatment environment is maintained to ensure physical safety, comfort, and privacy at all times.

6. Therapist Qualifications & Responsibilities
All treatments are delivered by Penelope Makrykosta, a Registered Nurse (NMC) and Qualified Massage Therapist (FHT).
She operates in full compliance with the codes of conduct and continuing professional development requirements set by these professional bodies.
7. Client Responsibilities
Clients are asked to:

• Provide accurate medical information.

• Communicate any discomfort or concerns during treatment.

• Refrain from attending sessions under the influence of drugs or alcohol.

• Respect professional boundaries and hygiene practices.

8. Policy Review
This policy is reviewed annually and updated in line with evolving health and safety legislation, infection-control guidance, and professional standards.
 
 
Safety, honesty, and consent are the foundation of trust — and trust is where true healing begins.

Effective from: October 2025
Issued by: KÁLLOS ESTÍ Ltd, Guildford, Surrey
Contact: info@kallosesti.com
(Reviewed annually to ensure continued alignment with professional codes and ethical standards)

1. Purpose
This policy defines the ethical principles and professional values guiding all care at KÁLLOS ESTÍ Ltd.
It ensures that every client relationship is founded on trust, respect, and the shared intention of care and wellbeing.
2. Scope
This policy applies to all therapeutic services and interactions between clients and the therapist, Penelope Makrykosta, on behalf of KÁLLOS ESTÍ Ltd.
3. Core Ethical Principles
The practice of KÁLLOS ESTÍ Ltd is guided by the following ethical values:

• Respect for Dignity: Every client is treated with equality, kindness, and without judgement.

• Integrity: Professional conduct and honesty are upheld at all times.

• Confidentiality: Personal and medical information is kept strictly private and used only for the purpose of care.

• Compassion: Treatments are offered with genuine empathy and sensitivity.

• Accountability: All actions are transparent and in accordance with professional codes of ethics (FHT, NMC).

4. Therapist Commitment
The therapist commits to:

• Provide safe, effective, and evidence-informed care;

• Maintain clear communication and obtain consent for all treatments;

• Continue professional education and reflective practice;

• Respect personal and cultural diversity;

• Refrain from any behaviour that could be perceived as discriminatory, coercive, or inappropriate.

5. Client Commitment
Clients are invited to participate in this ethical partnership by:

• Arriving on time and communicating respectfully;

• Sharing relevant health information honestly;

• Not attending sessions under the influence of drugs or alcohol;

• Providing notice for cancellations in line with KÁLLOS ESTÍ Ltd's policy;

• Treating the therapist and the therapeutic space with mutual respect.

6. Integrity of the Therapeutic Relationship
The therapeutic relationship is professional and non-personal in nature.
Physical touch, where used, is solely for therapeutic benefit and within clear ethical boundaries.
Any attempt to cross these boundaries may result in the immediate termination of the session and discontinuation of further services.
7. Policy Review
This Code of Ethics is reviewed annually to ensure compliance with professional and ethical expectations and the evolving needs of holistic healthcare.
 
At the heart of every treatment lies respect, compassion, and integrity — the timeless foundations of care and human connection.

Effective from: October 2025
Issued by: KÁLLOS ESTÍ Ltd, Guildford, Surrey
Contact: info@kallosesti.com
(Reviewed annually to ensure alignment with professional codes and insurance requirements)
​
1. Purpose
This policy defines the professional scope within which KÁLLOS ESTÍ Ltd operates, outlining the limits of therapeutic practice and clarifying that massage therapy is a complementary health service — not a medical substitute.
2. Scope
This policy applies to all services, treatments, and wellness consultations provided by KÁLLOS ESTÍ Ltd, including but not limited to Swedish and Deep Tissue Massage, Oncology Massage, Pregnancy Massage, Manual Lymphatic Drainage (MLD), Indian Head Massage, and other related holistic wellbeing practices.
3. Professional Practice Boundaries

• Treatments offered by KÁLLOS ESTÍ Ltd are designed to support relaxation, recovery, and overall wellbeing.

• They do not include diagnosis, prescription, or medical treatment of illness.

• Clients are encouraged to seek medical advice from a GP or healthcare provider for any specific medical condition or concern.

• Massage therapy is complementary to — not a replacement for — medical care.

4. Professional Standards & Compliance

• All services are provided by Penelope Makrykosta, a Registered Nurse (NMC) and Qualified Massage Therapist (FHT).

• Practice is governed by professional codes of conduct, insurance requirements, and evidence-based guidelines.

• Referrals to or from other healthcare professionals are made when clinically appropriate, to ensure continuity of care.

5. Client Responsibilities
Clients are asked to:

• Provide accurate medical information and updates before each session;

• Understand that outcomes vary depending on individual health and response;

• Use complementary therapy as part of a wider approach to wellbeing;

• Seek immediate medical care in the event of serious or worsening symptoms.

6. Liability & Disclaimer
While every effort is made to provide safe and effective therapies, KÁLLOS ESTÍ Ltd cannot accept liability for:

• Outcomes arising from information not disclosed by the client;

• Reactions to products, oils, or techniques when prior sensitivities were unknown;

• Advice or self-care measures followed without further consultation.

All services are undertaken with informed consent and professional care, within recognised therapeutic boundaries.
7. Policy Review
This policy is reviewed annually to maintain alignment with professional regulations, insurance obligations, and evolving best practice.
 
 
Each treatment is an act of balance — where professionalism, honesty, and care meet to support your wellbeing in harmony with the body’s natural wisdom.

Effective from: October 2025
Issued by: KÁLLOS ESTÍ Ltd, Guildford, Surrey
Contact: info@kallosesti.com
(Reviewed annually to ensure compliance with insurance and regulatory requirements)

1. Purpose
This policy outlines how KÁLLOS ESTÍ Ltd manages professional insurance and handles client feedback or complaints in a fair, transparent, and respectful manner.
It ensures accountability, upholds professional standards, and maintains trust between clients and therapist.
2. Scope
This policy applies to all clients receiving services from KÁLLOS ESTÍ Ltd, and covers all aspects of communication, feedback, and complaint resolution related to care and service delivery.
3. Insurance Coverage

• KÁLLOS ESTÍ Ltd holds comprehensive Professional Liability and Public Indemnity Insurance for all treatments provided.

• Coverage includes, but is not limited to, massage therapy, lymphatic drainage, oncology and pregnancy massage, and holistic wellness services.

• Proof of insurance can be provided upon request.

• The therapist, Penelope Makrykosta, maintains active membership with the Federation of Holistic Therapists (FHT) and registration with the Nursing and Midwifery Council (NMC).

4. Feedback & Communication
KÁLLOS ESTÍ Ltd welcomes open feedback as an essential part of improving the client experience.
Clients are encouraged to share comments, suggestions, or positive reflections either verbally, by email, or in writing after their treatment.
All feedback is received with respect and used constructively to enhance quality of care.
5. Complaints Procedure
If a client has a concern or complaint, the following steps are in place:

1. Initial Contact: Please raise your concern directly with Penelope Makrykosta as soon as possible, verbally or via info@kallosesti.com.

2. Acknowledgment: Your concern will be acknowledged within five working days.

3. Investigation: A fair and objective review will be carried out within 21 working days, during which both sides may provide information.

4. Outcome: You will receive a written summary of findings and any actions taken to address the issue.

5. Further Action: If you remain dissatisfied, you may refer the matter to the Federation of Holistic Therapists (FHT) or, where applicable, the Nursing and Midwifery Council (NMC) for independent review.

6. Confidentiality
All complaints are handled in strict confidence and in accordance with data protection principles.
Information will only be shared when necessary for the resolution process or as required by law.
7. Continuous Improvement
Feedback and complaints are reviewed periodically to identify areas for improvement and strengthen the standard of care provided by KÁLLOS ESTÍ Ltd.
8. Policy Review
This policy is reviewed annually to ensure compliance with legal, professional, and insurance requirements.
 
 
Transparency and accountability are acts of respect — they honour the trust that clients place in every treatment and uphold the integrity of care at KÁLLOS ESTÍ.

Effective from: October 2025
Issued by: KÁLLOS ESTÍ Ltd, Guildford, Surrey
Contact: info@kallosesti.com
(Reviewed annually to ensure alignment with equality legislation and ethical best practice)

​

1. Purpose

This policy affirms the commitment of KÁLLOS ESTÍ Ltd to providing an environment of respect, inclusion, and fairness for all clients and associates.
It ensures that every individual is treated with dignity and that equality principles are integrated into all aspects of practice and communication.

2. Scope

This policy applies to all services, therapies, interactions, and communications carried out by KÁLLOS ESTÍ Ltd.
It also extends to clients, visitors, and professional collaborators associated with KÁLLOS ESTÍ Ltd.

3. Commitment to Equality

• Services are accessible and delivered without discrimination based on age, gender, identity, marital status, pregnancy, race, religion, disability, or background.

• All clients are welcomed with openness, kindness, and without judgement.

• KÁLLOS ESTÍ Ltd fosters a safe and inclusive environment in which diversity is valued as a source of strength and learning.

4. Professional Responsibilities

KÁLLOS ESTÍ Ltd is committed to:

• Upholding the standards set by the Equality Act 2010 and related UK legislation.

• Promoting inclusive language and respectful communication.

• Ensuring that premises and services are as accessible as reasonably practicable.

• Challenging discrimination and fostering awareness through continued professional development.

5. Client Responsibilities

Clients are asked to:

• Show courtesy and respect towards the therapist and other clients.

• Communicate any accessibility needs in advance so that appropriate arrangements can be made.

• Contribute to maintaining a welcoming and respectful environment for all.

6. Policy Implementation

This policy is integrated into all company procedures, staff training (where applicable), and communications.
Concerns or suggestions regarding equality and inclusion can be shared confidentially at info@kallosesti.com.

7. Policy Review

This policy is reviewed annually, or sooner if legislation or practice standards change, to ensure continuing relevance and compliance.

 

Inclusion is an expression of harmony — where every individual is seen, respected, and valued as part of the whole.

The information provided on this website and during any therapies offered by KÁLLOS ESTÍ Ltd is intended to support general wellbeing, relaxation, and holistic care. It does not constitute medical advice and should not be used as a substitute for consultation with a qualified healthcare professional.

All treatments and content are provided in good faith, guided by professional standards, safety, and respect for individual circumstances. Clients are responsible for ensuring that any therapy they book is appropriate for their current health and wellbeing.

All materials, including the KÁLLOS ESTÍ name, logo, imagery, text, and design, are the intellectual property of KÁLLOS ESTÍ Ltd and may not be copied, distributed, or reproduced without prior written consent.

By accessing this website or booking a therapy, you acknowledge and accept these terms and agree to use the information and services provided responsibly and respectfully.

 

Rooted in care, guided by tradition — where ancient wellness meets modern care.