Policies & Client Care Guidelines

KÁLLOS ESTÍ Ltd
Effective Date: October 2026

​

1. Privacy & Confidentiality

KÁLLOS ESTÍ Ltd is committed to protecting your privacy and handling personal information confidentially in accordance with UK GDPR and the Data Protection Act 2018.

We collect relevant personal, contact and health information, consultation and consent records, treatment details, booking and payment information, and information generated through our website.

​

2. How We Use Your Information

Your information is used to manage appointments and payments, assess treatment suitability, identify contraindications, provide personalised massage treatments, maintain accurate records and meet relevant legal and professional obligations.

We process personal information where necessary to fulfil contracts, comply with legal obligations or pursue legitimate business interests. We obtain your explicit consent to process health information for treatment assessment and provision. Where legally justified, information may also be processed for legal claims.

​

3. Confidentiality & Security

Your information is handled confidentially and protected through appropriate security measures. We do not sell personal information.

Information is shared only where necessary and lawful, including with Wix, payment providers, professional advisers, insurers or relevant authorities.

Our website and booking providers may process information internationally, subject to applicable data protection safeguards.

​

4. Record Retention

Consultation, consent and treatment records are normally retained for ten years following your last treatment, in line with our professional record-keeping arrangements and relevant insurance guidance.

Other records are retained for appropriate legal or business periods. Information is securely disposed of when no longer required, unless further retention is legally justified.

​

5. Your Rights

Under UK GDPR, you may have the right to access, correct, erase or restrict the use of your information, object to certain processing, request data portability and withdraw consent.

Withdrawal of consent does not affect previous lawful processing or automatically require deletion of records that may lawfully be retained.

If essential health information cannot be processed, we may be unable to provide a treatment safely.

​

6. Website Cookies

Our website may use cookies for essential functionality, security and bookings. Consent is requested for non-essential cookies where required. Available preferences can be managed through our website's cookie settings.

​

7. Contact & Complaints

Data Controller: KÁLLOS ESTÍ Ltd
Location: Guildford, Surrey, United Kingdom
Email: info@kallosesti.com
Website: www.kallosesti.com

For privacy enquiries or to exercise your data protection rights, please contact us by email.

You may also raise concerns with the Information Commissioner's Office (ICO) at www.ico.org.uk.

​

8. Policy Review

This policy is reviewed periodically and updated where necessary to reflect changes in professional standards or business practices.

KÁLLOS ESTÍ Ltd
Effective Date: October 2026

​

1. Professional Conduct

​KÁLLOS ESTÍ Ltd is committed to maintaining professional boundaries founded on trust, respect and safety, ensuring a respectful and professional experience for every client.

All massage treatments are delivered in accordance with appropriate professional and ethical standards, including those of the Federation of Holistic Therapists (FHT).

Both therapist and client are expected to communicate respectfully and maintain appropriate professional boundaries at all times.

​

2. Consent, Privacy & Personal Boundaries

​Physical contact is limited to what is appropriate for the agreed treatment.

Treatments are explained beforehand, and clients may ask questions, request adjustments or withdraw consent at any time.

Appropriate draping, privacy and dignity are maintained throughout every session.

​

3. Inappropriate Behaviour

​KÁLLOS ESTÍ provides strictly professional, non-sexual massage treatments.

Sexual requests, inappropriate touching, harassment, threatening behaviour or other conduct that compromises professional boundaries will not be tolerated.

Where such behaviour occurs, a treatment may be stopped immediately and future appointments may be refused. Any applicable charges will be handled in accordance with our published booking terms and applicable consumer law.

​

4. Professional Integrity

​KÁLLOS ESTÍ Ltd maintains clear professional boundaries and acts with integrity in all client relationships.

Any actual or potential conflict of interest is considered and managed appropriately to protect client wellbeing, professional independence and trust.

​

5. Ending a Treatment

KÁLLOS ESTÍ Ltd may pause, modify or end a treatment where safety, consent or professional boundaries are compromised.

Clients may request that their treatment be stopped at any time.​

​

6. Policy Review

​This policy is reviewed periodically and updated where necessary to reflect changes in professional standards or business practices.

KÁLLOS ESTÍ Ltd
Effective Date: October 2026

​

1. Our Commitment

At KÁLLOS ESTÍ Ltd, every appointment is reserved exclusively for you. We kindly ask clients to respect their scheduled appointment times and provide sufficient notice of any changes.

This policy ensures fair and considerate management of appointments while recognising that unexpected circumstances may arise.

​

2. Bookings & Deposits

A £30 deposit is normally required to secure an individual appointment and is deducted from the total treatment price.

Different deposit arrangements may apply to selected treatments or services and will be confirmed at the time of booking.

​

3. Cancellations & Rescheduling

Clients are kindly requested to provide at least 24 hours' notice to cancel or reschedule an appointment.

Where at least 24 hours' notice is provided, the booking deposit will be refunded or transferred to another appointment, according to the client's preference.

For cancellations made within 24 hours, a cancellation charge of up to £30 may apply where justified by the loss incurred.

We will take reasonable steps to minimise any loss, including considering whether the appointment can be filled.

These arrangements do not affect your statutory consumer rights.

​

4. Missed Appointments & Late Arrivals

Missed appointments without prior notice may incur a reasonable cancellation charge of up to £30, where justified.

Clients arriving late may receive a shortened treatment, as appointments must finish at their scheduled time to avoid affecting subsequent clients.

The original treatment price will normally remain payable where the reserved appointment time cannot reasonably be recovered.

If insufficient time remains to provide the treatment safely, the appointment may need to be cancelled, with any applicable charge assessed in accordance with this policy.

​

5. Gift Vouchers & Packages

Appointments booked using gift vouchers or prepaid packages are subject to the same cancellation notice requirements.

Where a reasonable cancellation charge applies, it may be deducted from the available voucher or package balance.

Gift voucher validity, package conditions and applicable refund rights are outlined in our Payment & Gift Vouchers Policy.

​

6. Exceptional Circumstances

We understand that illness, emergencies and unforeseen circumstances may prevent attendance.

Clients are encouraged to contact us as soon as possible. Cancellation charges may be reduced or waived following consideration of individual circumstances.

​

7. Cancellations by KÁLLOS ESTÍ

If KÁLLOS ESTÍ Ltd needs to cancel an appointment, clients will be offered an alternative appointment or a refund of any payment made for the cancelled service.

​

8. Policy Review

This policy is reviewed periodically and updated where necessary to reflect changes in professional standards, consumer legislation or business practices.

KÁLLOS ESTÍ Ltd
Effective Date: October 2026

​

1. Payment Arrangements

KÁLLOS ESTÍ Ltd is committed to providing clear and transparent payment arrangements for all treatments, packages and gift vouchers.

Payments may be made online or by accepted payment methods, including card, bank transfer and cash.

Clients may pay the full treatment price when booking or pay a deposit and settle the remaining balance at their appointment.

Receipts are provided electronically or upon request.

​

2. Booking Deposits

A £30 deposit is normally required to secure an individual appointment and is deducted from the total treatment price.

Different deposit arrangements may apply to selected services and will be confirmed at booking.

Deposits, cancellations and refunds are managed in accordance with our Cancellation Policy and applicable consumer rights.

​

3. Treatment Packages

Treatment packages must be paid for in full before the first session, unless otherwise agreed.

Packages are valid for 12 months from the date of the first treatment, unless otherwise specified at purchase.

Unused package sessions are subject to the applicable terms of purchase and statutory consumer rights. Any refund request will be considered fairly, taking account of treatments already provided and any reasonable, justified costs.

​

4. Gift Vouchers

Printed gift vouchers and electronic gift cards (e-gift cards) are valid for 12 months from the date of purchase. The expiry date will be shown on the voucher or e-gift card.

Gift vouchers and e-gift cards may be used by another recipient, provided they remain valid and have an unused balance.

Gift vouchers and e-gift cards cannot be exchanged for cash. Refund requests are considered in accordance with applicable consumer rights.

Promotional discounts cannot be combined or applied retrospectively unless expressly stated.

​

5. Lost or Misplaced Vouchers

Where a gift voucher is lost or misplaced, clients are encouraged to contact KÁLLOS ESTÍ Ltd.

A replacement may be issued where the original purchase and remaining balance can be verified. Any replacement will retain the original expiry date.

​

6. Refunds & Cancellations

Appointment cancellations and missed appointments are managed in accordance with our Cancellation Policy.

Any applicable statutory cancellation and refund rights remain unaffected by this policy.

​

7. Policy Review

This policy is reviewed periodically and updated where necessary to reflect changes in consumer legislation or business practices.

KÁLLOS ESTÍ Ltd
Effective Date: October 2026

​

1. Our Commitment

KÁLLOS ESTÍ Ltd is committed to providing a safe, hygienic and professional environment where every treatment is guided by appropriate health assessment, informed consent and respect for individual wellbeing.

​

2. Health Information & Consultation

Clients are required to complete a confidential Medical History & Health Declaration before their first treatment.

Relevant medical conditions, medications, allergies, recent surgery and other health concerns must be disclosed to enable an appropriate assessment of treatment suitability.

Clients are asked to inform the therapist of any changes to their health before each subsequent appointment.

Where necessary, additional medical advice or clearance may be requested. Treatments may be adapted, postponed or declined where safety concerns or contraindications are identified.

​

3. Informed Consent

The nature and purpose of the proposed treatment will be explained before the session, with an opportunity for clients to ask questions.

A consultation and signed Consent to Treatment form are required before the first treatment.

Consent is reconfirmed at subsequent appointments and remains an ongoing process throughout treatment.

Clients may request adjustments, decline any part of a treatment or withdraw consent at any time.

​

4. Hygiene, Infection Prevention & Environment

Appropriate hand hygiene, cleaning and infection-prevention procedures are maintained throughout the practice.

Treatment equipment and surfaces are cleaned between clients, and fresh linens are provided for each appointment.

Clients experiencing contagious illness or symptoms of infection are asked to contact KÁLLOS ESTÍ before attending so that treatment suitability or rescheduling can be considered.

The treatment environment is maintained to support client safety, comfort, dignity and privacy.

​

5. Professional Standards & Scope of Practice

All treatments are provided by a suitably qualified and insured massage therapist, in accordance with relevant professional and ethical standards, including those of the Federation of Holistic Therapists (FHT).

Treatments are provided within the therapist's qualifications, competence and professional scope of practice.

Massage therapy is complementary in nature and does not replace medical diagnosis, treatment or advice.

​

6. Client Responsibilities

Clients are expected to provide accurate and up-to-date health information and communicate any discomfort or concerns during treatment.

Clients are kindly requested to attend appointments with appropriate personal hygiene, out of consideration for their own comfort and that of the therapist.

Clients must not attend appointments under the influence of alcohol or recreational drugs where this could compromise safety or informed consent.

All clients are expected to respect professional boundaries throughout their appointments.

​

7. Policy Review

This policy is reviewed periodically and updated where necessary to reflect changes in professional standards, health and safety requirements or business practices.

KÁLLOS ESTÍ Ltd
Effective Date: October 2026

​

1. Our Commitment

KÁLLOS ESTÍ Ltd is guided by the principles of respect, compassion, integrity and professional responsibility.

We are committed to creating an environment where every client is treated with dignity, consideration and genuine care.

​

2. Core Ethical Principles

Our practice is founded on the following values:

• Dignity & Respect: Every client is treated with kindness, fairness and without judgement.

• Integrity: Honesty, transparency and professional conduct guide all interactions.

• Confidentiality: Personal and health information is handled sensitively and in accordance with our Confidentiality & Data Protection Policy.

• Compassion: Individual circumstances, preferences and wellbeing are approached with empathy and understanding.

• Professional Accountability: Treatments are provided within the therapist's qualifications, competence and professional scope of practice, in accordance with relevant ethical standards, including those of the Federation of Holistic Therapists (FHT).

​

3. Our Professional Responsibilities

KÁLLOS ESTÍ Ltd is committed to:

• Providing safe, appropriate and professionally delivered massage treatments.

• Communicating clearly and respecting informed consent and individual choice.

• Maintaining professional boundaries and protecting client dignity and privacy.

• Respecting individual differences, cultural backgrounds and personal beliefs.

• Maintaining professional knowledge and skills through continuing professional development and reflective practice.

• Acting fairly, responsibly and without discrimination.

​

4. Mutual Respect & Client Commitment

We ask clients to contribute to a respectful and professional environment by communicating openly, providing relevant information and treating the therapist and treatment space with consideration.

We recognise that trust is built through mutual respect, clear communication and shared responsibility.

​

5. Professional Integrity

All client relationships are maintained within appropriate professional and ethical boundaries.

Any concerns affecting professional integrity, safety or client wellbeing will be addressed sensitively and in accordance with our relevant policies.

​

6. Policy Review

This policy is reviewed periodically and updated where necessary to reflect changes in professional standards or business practices.

KÁLLOS ESTÍ Ltd
Effective Date: October 2026

​

1. Our Professional Scope

KÁLLOS ESTÍ Ltd provides professional complementary massage therapy services intended to support relaxation, comfort and general wellbeing.

Treatments include Swedish Massage, Deep Tissue Massage, Oncology Massage, Pregnancy Massage, Manual Lymphatic Drainage (MLD), Indian Head Massage and other massage-based wellbeing treatments.

All services are delivered within the therapist's qualifications, competence, professional scope of practice and insurance cover.

​

2. Complementary Therapy & Medical Care

Massage therapy is complementary in nature and does not replace medical diagnosis, treatment or advice.

KÁLLOS ESTÍ Ltd does not provide medical diagnoses, prescribe medication or offer private nursing services.

Clients with medical conditions, new or worsening symptoms, or concerns requiring medical assessment are encouraged to consult an appropriate healthcare professional.

​

3. Specialist Treatment Considerations

Oncology Massage, Pregnancy Massage and Manual Lymphatic Drainage are provided following an appropriate assessment of individual circumstances and treatment suitability.

Treatments may be adapted, postponed or declined where contraindications or safety concerns are identified.

Manual Lymphatic Drainage is offered as a complementary massage treatment and does not constitute specialist lymphoedema assessment or management.

Where appropriate, clients may be advised to seek medical guidance or specialist assessment before proceeding.

​

4. Treatment Outcomes

Massage therapy may support relaxation, relieve muscular tension and promote general wellbeing. Individual experiences and responses to treatment may vary.

All treatments are provided with professional care and consideration; however, specific outcomes cannot be guaranteed.

Any general wellbeing information or self-care guidance provided is complementary in nature and does not replace medical advice.

​

5. Professional Responsibility & Liability

KÁLLOS ESTÍ Ltd is committed to providing all treatments with reasonable care and skill, in accordance with relevant professional standards.

Nothing in this policy limits or excludes any liability that cannot lawfully be excluded or affects clients' statutory consumer rights.

​

6. Policy Review

This policy is reviewed periodically and updated where necessary to reflect changes in professional standards, relevant legislation or business practices.

KÁLLOS ESTÍ Ltd
Effective Date: October 2026

​

1. Our Commitment

KÁLLOS ESTÍ Ltd is committed to maintaining appropriate professional insurance and addressing client feedback and complaints fairly, respectfully and transparently.

We value open communication and aim to resolve concerns promptly while maintaining professional standards and client trust.

​

2. Professional Insurance

KÁLLOS ESTÍ Ltd maintains appropriate professional indemnity and public liability insurance for its massage therapy services, subject to the terms and conditions of the relevant insurance policy.

Treatments are provided within the therapist's qualifications, professional competence and applicable insurance cover.

Evidence of insurance can be provided upon request.

​

3. Feedback & Communication

We welcome feedback, suggestions and comments about our services.

Clients are encouraged to share their experiences verbally or by email at info@kallosesti.com.

All feedback is considered respectfully and used to support continuous improvement.

​

4. Complaints Procedure

If you have a concern or wish to make a complaint, please follow the procedure below:

1. Initial Contact: Contact KÁLLOS ESTÍ Ltd at info@kallosesti.com, providing details of your concern.

2. Acknowledgement: We aim to acknowledge written complaints within five working days.

3. Review: Your complaint will be considered fairly and objectively. We may contact you for further information where necessary.

4. Response: We aim to provide a written response within 21 working days. If additional time is required, we will explain the reason and provide an update.

5. Further Action: If you remain dissatisfied, you may contact the Federation of Holistic Therapists (FHT) regarding concerns that fall within its professional conduct procedures. This does not affect your statutory consumer rights or other available avenues of complaint.

​

5. Confidentiality

Complaints are handled sensitively and in accordance with applicable data protection requirements.

Information is shared only where necessary and lawful, including with relevant insurers, professional advisers or authorities where appropriate.

​

6. Continuous Improvement

Feedback and complaints are reviewed to identify opportunities to improve our services, communication and professional practices.

​

7. Policy Review

This policy is reviewed periodically and updated where necessary to reflect changes in professional standards, insurance requirements or relevant legislation.

KÁLLOS ESTÍ Ltd
Effective Date: October 2026

​

1. Our Commitment

KÁLLOS ESTÍ Ltd is committed to providing a welcoming, inclusive and respectful environment where every individual is treated with dignity, fairness and consideration.

We value diversity and believe that every client deserves to feel respected, comfortable and supported throughout their experience.

​

2. Equality & Non-Discrimination

KÁLLOS ESTÍ Ltd is committed to providing services fairly and without unlawful discrimination, harassment or victimisation.

We respect the protected characteristics recognised under the Equality Act 2010, including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.

All clients are treated with respect, regardless of their personal circumstances, identity or background.

​

3. Accessibility & Individual Needs

We aim to make our services accessible and inclusive, taking individual needs and circumstances into consideration.

Reasonable adjustments will be considered and made where required under applicable equality legislation.

Clients are welcome to discuss any accessibility requirements, communication preferences or adjustments that may support their comfort and experience.

​

4. Respectful Communication & Professional Conduct

All interactions are guided by courtesy, sensitivity and mutual respect.

KÁLLOS ESTÍ Ltd is committed to using inclusive language, respecting individual preferences and maintaining appropriate professional boundaries.

Clients and visitors are equally expected to communicate respectfully and contribute to a welcoming environment.

​

5. Concerns & Feedback

Any concerns relating to equality, discrimination or accessibility will be taken seriously and addressed fairly and sensitively.

Clients may raise concerns by contacting info@kallosesti.com or through our Insurance & Complaints Procedure.

​

6. Policy Review

This policy is reviewed periodically and updated where necessary to reflect changes in equality legislation, professional standards or business practices.

KÁLLOS ESTÍ Ltd
Effective Date: October 2026

​

1. Website Information

The information provided on the KÁLLOS ESTÍ Ltd website is intended to inform visitors about our massage treatments, services and general wellbeing offerings.

We aim to ensure that all information is accurate and up to date. However, website content may be amended when necessary.

Information relating to health and wellbeing is provided for general guidance and does not replace advice from a qualified healthcare professional.

​

2. Treatments & Bookings

All treatments are subject to availability, appropriate consultation and assessment of treatment suitability.

Treatment descriptions, prices and availability may be updated from time to time. The applicable price and booking arrangements will be communicated before a booking is confirmed.

Bookings, payments, cancellations and gift vouchers are governed by our relevant published policies and applicable consumer rights.

​

3. Intellectual Property

The KÁLLOS ESTÍ name, logo, original imagery, written content and website design are protected by applicable intellectual property rights.

Website materials may not be reproduced, distributed or used commercially without prior written permission, except where permitted by law.

​

4. Website Use

Visitors are expected to use this website lawfully and responsibly.

We cannot guarantee uninterrupted access to the website or that its content will always be free from technical errors.

Nothing in these terms excludes or restricts any liability or consumer rights that cannot lawfully be excluded.

​

5. Privacy & External Services

Personal information submitted through the website is handled in accordance with our Confidentiality & Data Protection Policy.

Our website may use third-party services for bookings, payments or other functions. Relevant third-party terms may also apply.

​

6. Policy Review

These terms are reviewed periodically and updated where necessary to reflect changes in business practices, website functionality or applicable legislation.