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We have been asked so many questions over time...
So we have now put together a list of the most frequently asked questions below (Just Scroll Down)! Don't worry if still can't find the answer please give us a call on 0203 556 0984 or click the contact button and a member of our team will be in touch to help you.
What type of massage is right for me?

If it's your first massage with us, we highly recommend the Zen Signature. We are dedicated to promote healthy living and your therapist will work with you to help you find a massage that benefits your needs. Should you have any questions on any of our treatments please feel free to email or call us.

Do I need to inform you if I have any medical conditions?

Your health and wellbeing is very important, it's our number one priority. Please take the time to read the questions below, and if you have any of the following or need to let us know about any other medical conditions please fill in the additional information/contraindication section on the booking confirmation page, and also inform your therapist before your treatment.

Do you have any medical conditions?
Have you had any recent surgery in the last year?
Do you or have you suffered from any allergies?
Have you had any recent surgery in the last year?
Do you have any, or have you suffered from any heart conditions?
Are you Pregnant?
Have you consumed any drugs or alcohol in the last 24 hours ?
Do you have high blood pressure?

How to book a massage

Booking a massage is simple. The most efficient way to book is via our Mobile App, download from Apple istore or Google Play. You can also book directly from our website. alternatively call our booking line on 0044 203 5560984, but remember you will not receive the online discount. Lines are open Monday to Sunday 9am to 9pm.

Can I/ how do I extend my treatment?
Your therapist will endeavour to carry out your request, subject to availability. You can amend your booking by logging into your account, which can be done via the website or our application, where you will be provided with the options of extending or cancelling a booking.  An extension of your booking is subject to an additional charge according to our treatment price list and will be charged via your payment option you have initially chosen (cash or card). If our therapist has a booking after your current one, our system will not allow an extension.
Extending your treatment from the website
You can amend your booking by logging into your account and selecting ‘My Booking’, which can be done via the website or our application, where you will be provided with the options of extending or cancelling a booking. 
What is provided for the treatment?
Your therapist will provide all natural organic oils. If you have a nut allergy please inform the therapist during the pre-treatment consultation so nut based oils can be avoided. If you have requested the massage table option and are within the coverage location, your table will be delivered prior to your appointment time.
What do I need to provide for the treatment?
Please provide your therapist with 2-3 medium sized towels as towels are not provided due to strict hygiene codes. If you have a massage table, to save time you can have it set up, or your therapist can do this for you, then simply sit back and relax, you’re in good hands.
Can I request my desired level of pressure?
Your therapist will initially learn about any medical history, what you expect from the treatment and will advise the best pressure to ensure that the treatment is specific to your needs and you can get the most out of the process. During the treatment, you can communicate to the therapist how much pressure you wish to be applied and if you feel any pain.
What if my therapist is running late?

If there are any unforeseen travel delays your therapist will keep you updated. Confirming you are ok with a later start entitles you to pay the full cost, there will be no refunds or discounts. If you are not available for a later start, the booking will be cancelled and you will receive a full refund. Use our app for real time tracking   which uses active gps ready technology to track how far your therapist is away from you. 

What if I am running late?
We understand that this can happen so try not to worry. You can contact your therapist via our App or our website, simply select ‘My Booking’ and ‘Send a message.’ However, per our company terms you will be charged the full booking rate and your therapist will remain for your allocated time. Per our cancellation terms, you will be charged if you cancel 90 minutes before the booking. 
What time will my therapist arrive?
Our mission is to provide you with professional treatment at your convenience. Your therapist will arrive promptly during your allocated slot which you have entered during your booking.  Use our app for real time tracking which uses active gps ready technology to track how far your therapist is away from you. Please Bear in mind that the tracking system works on estimated time of arrival this can change if there are any travel delays. your therapist will keep you updated.
What can I expect from my treatment?
There are detailed treatment descriptions on the website where you can learn about what each treatment involves. You can also give us a call, one of our Zen representatives will be happy to help, alternatively you can email us or have a live chat from the website. 
Should I let my therapist know if the pressure is to deep/to soft?
During the treatment, feel free to communicate to the therapist on how much pressure you wish to be applied and if you do feel any pain.
Can I talk to the therapist during my treatment?
You can communicate to your therapist so that they can fully tailor the treatment towards your specific needs. Your therapist will regularly talk to you about the treatment, regarding pressure and to make sure that you are comfortable.
What oils will my therapist use?
Your therapist will provide all natural organic oils. If you have a nut allergy please inform the therapist during the pre-treatment consultation nut based oils can be avoided.
Are there any additional charges?
A massage table if required is available at an additional cost of £10, 24h notice will be required to add a massage table.  Please note we do not deliver to all locations, after you have input your details and selected a massage table option you will be advised if your location is covered. 
Should I tip my therapist?
Tipping your therapist is not required and is entirely at your discretion.
Do you provide a massage table/do I absolutely need a massage table?
A massage table at an additional cost can be provided and a 24h notice will also be required to add a massage table. However, a massage table is not essential and many prefer their treatment on the floor or the bed, and some might buy a package that includes a massage table. 
How do I receive my confirmations?
Once your booking is confirmed you will receive email confirmation and if you have downloaded our quick easy to use application you will also receive details of the booking in the account section of the application, where you will also be able to amend your booking. You will also receive confirmation via SMS, messages can be viewed in the message section once you are logged into your account. 
Can I revise my booking once its been confirmed?

If you have downloaded our quick easy to use application you will receive details of the booking in the account section of the application, where you will also be able to amend your booking. If you haven’t installed the application you will also be able to view your bookings in the My Account section on the website, further booking amendments can also be made. Per our cancellation terms, you will be charged if you cancel 90 minutes before the booking. 

Can I select a different therapist after my booking has been confirmed?
1. Manage your bookings under ‘My Account’ section on our website.
2. Select ‘My Bookings’
3. Select the booking you wish you cancel
4. Rebook with a different therapist
Can I cancel my booking?
1. Manage your bookings under ‘My Account’ section on our website.
2. Select ‘My Bookings’
3. Select the booking you wish you cancel

Per our cancellation terms, you will be charged if you cancel 90 minutes before the booking. 

Can I liaise directly with my therapist?
You will be able to contact your therapist directly before your treatment if there is a problem with your appointment, such as if you are running late. 

1. Login into your account
2. Select ‘My Account’ and ‘My Booking’
3. Select ‘Send a message.’

For other queries contact one of our Zen representatives who will be happy to help, alternatively you can email us or have a live chat from the website. 

What methods of payment do you accept?
All bookings will be authorised via credit/debit card including
o Visa
o American Express
o Mastercard

When you confirm your booking, your selected payment method is charged. If you have chosen the cash option your card will not be charged unless cancellation terms are breeched. Every booking is authorised via credit card before the booking is confirmed, regardless whether a cash or card option is used. 
What happens if my credit card is declined?
If your credit card has been declined, ensure you have entered your credit card number correctly, your credit card has not expired or contact your bank to ensure the payment to Zen London is authorised. If you are still unable to process your payment you can contact one of our Zen representatives who will be happy to help, alternatively you can email us or have a live chat from the website. 
How do I update my credit card on my account?
1. Login into your account
2. Once you have completed your booking, at the checkout you have the option to add a new credit card.

Why am I required to provide my credit card details if paying via cash?
Every booking is authorised via credit card before the booking is confirmed, regardless whether a cash or card option is used. Your card will only be charged if cancellation terms are breeched.
Can I gift an office treatment for staff or employees?
A perfect way to say thank you to your colleagues or clients, our great range of gifting options have you covered.  We offer a bulk discount option on volume purchases. A corporate form will be required and we will create a bespoke package for you. 
How do I create an account?
On our home page at the top, select the option ‘Register’ where you can enter your full name, address and card details.
How do I change my account details?
1. Existing client’s login, new clients simply create an account in a few seconds. 
2. Once you have logged in, select ‘My Account’ at the top of the page where you can navigate to a drop-down menu with ‘Account Details.’ 
3. Edit your personal details and to save click update at the bottom of the page. 

How do I delete my account?
Sorry to see you go! To delete your account, contact our dedicated Zen representatives who will be happy to help, alternatively you can email us or have a live chat from the website. 
Do I receive a receipt?
Once your booking has occurred you will receive an email containing your receipt with a booking confirmation with a breakdown of your booking. If you payed via credit card you will receive authorisation details from our credit card platform. A detailed invoice can be requested from your therapist as all therapists work independently and expect full liability for their bookings. 
Can I split my methods of payment with credit card and cash?
You cannot split the payment with cash or card. Your chosen payment method (cash or card) must be paid which you have selected when booking your treatment. 
How do I use my gift voucher, package or promotional code?
Your voucher code will appear on your screen once you have entered your credit card details which you will be able to enter at the checkout screen, once you have confirmed your address time and treatment. The relevant code will be applied to your total treatment amount. Your vouchers can be managed under ‘My Account’ and ‘My Vouchers.’
How do I purchase a gift voucher/special offer package?
Treat your loved one to an incredible and relaxing experience with our gift voucher which can be used on a variety of amazing treatments. Perfect for a friend or loved one. To purchase:

1. Click on the gifts section on the website
2. Choose your gift package, existing clients login, new clients simply create an account in a few seconds.
3. Pay securely via credit card. 
4. We will provide you with a voucher code for your loved one to use when they wish. They can apply this to their booking when they checkout. 

Our special offer package provides you with endless massages for the best price. To purchase:

1. Click on the offers section on the website
2. Choose your offer package, existing clients login, new clients simply create an account in a few seconds.
3. Pay securely via credit card. 

How long is my gift voucher or package valid for?
The gift voucher is valid from 360 days starting from the date chosen to be sent.
Where are we located?

Zen London provides an outcall service, we bring the spa to you.

How can I book an office or event massage?
We believe that the well-being of employees in the workplace is essential and we know that currently corporate welfare is a concept that is becoming more and more important to employers. 
Depending on the number of people involved in the event, we will recommend the number of therapists that will need to be provided and the price will be arranged accordingly. You will be required to fill out a corporate form, more information can be found on our website under ‘Corporate Massage.’ If you are interested in running a Corporate Massage event, please click here to get in touch. 
What’s involved with office and event treatments?

Services that we can offer at a corporate event include an on-site chair massage, head massage or hand and foot massage. However, the treatments will be tailored to exactly what you as a company would like to provide. Why not click and have a look. 

Can't find what your looking for?
Please email or call us, our Zen representatives will be happy to help.
What our clients think!
"As an International and Olympic athlete I set my expectations very high and massage is no exception. I thoroughly recommend Tasha as a massage therapist as she has delivered a world class massage every time. "
Ole Wed, 19 April 2017
"Had a 3 hour massage with Jade. Did have some painful muscles on legs and lower back before we started afterwards all was good. Top massage."
Stewart Tue, 06 June 2017
"I had an accident injuring my neck almost 7 years ago. I have had neck pain and constant headaches ever since. I started seeing Katia and within a few visits my headaches were gone and my neck was much better. She also gave me recommendations on how..."
Emily Tue, 30 May 2017
"First time using a visiting massage company. What a great experience. Lucy has an amazing massage. Arrived on time and very professional will be booking again very soon thanks a million!"
Karen Tue, 18 October 2016
Some of our clients
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