BIEN Studio Policies · Cloe Auneau · Codford, Wiltshire · bienwellness.co.uk
These policies apply to all clients of Bien massage studio. By booking a session you confirm you have read and agree to the following. These policies are in place to protect both client and therapist and to ensure the highest standard of professional care.
1. Booking & Payment
Making a Booking
Appointments can be booked online via the Bien website booking page. A booking is only confirmed once payment has been received or a valid payment method has been provided.
Payment
Bien operates a cashless payment policy. Payment is accepted by card only — either at the time of booking online or by card reader on the day of your appointment. Cash is not accepted.
Session Timing
Please allow additional time around your treatment for consultation, changing and aftercare:
— 60-minute treatment: please allow 75 minutes in total
— 90-minute treatment: please allow 105 minutes in total
Treatments begin and end at the scheduled time. Late arrival will result in a shortened treatment with the full session fee remaining payable.
Gift Vouchers
Bien gift vouchers are valid for 12 months from the date of purchase. Vouchers cannot be exchanged for cash and are non-refundable. Expired vouchers cannot be extended or redeemed.
2. Cancellation Policy
48 hours notice is required to cancel or reschedule an appointment.
— Cancellations made with more than 48 hours notice will receive a full refund or the option to reschedule at no charge.
— Cancellations made within 48 hours of the appointment will be charged in full.
— No-shows without any notice will be charged in full.
I understand that life happens — please contact me as early as possible and I will always try to accommodate genuine emergencies such as sudden illness. I am not here to penalise you, I am here to work with you.
In the exceptional circumstance that Bien needs to cancel your appointment, you will receive a full refund and priority rebooking.
3. Health, Safety & Contraindications
Your safety is my first priority. All new clients are required to complete a health intake form before their first treatment. This form must be completed honestly and signed before the session begins. Returning clients will be asked to confirm or update their health information before each session.
Please inform Bien before booking or at the time of booking if you have any of the following:
— Fever, infectious or contagious illness — please do not attend if unwell
— Recent surgery, injury or open wounds
— Deep vein thrombosis (DVT) or history of blood clots
— Active cancer or currently undergoing chemotherapy or radiotherapy
— Severe osteoporosis
— Pregnancy — please inform me as many treatments can be safely adapted
— Skin conditions, rashes, irritations or known allergies in areas to be treated
— Any medication that affects circulation, sensation or the skin
— Any other condition you feel may be relevant.
Skin Sensitivity & Allergies
Bien uses professional massage oils during treatments including oils used in facial work. If you have any known skin sensitivities, allergies or reactions to oils or products please inform me before your session. This information must be included on your health intake form. Bien cannot be held responsible for reactions arising from undisclosed allergies or sensitivities.
Bien reserves the right to adapt or decline a treatment if it is deemed unsafe. This decision is always made in your best interest and will be communicated with care.
4. Client Responsibilities
— Please arrive on time. Your treatment begins at the scheduled time regardless of late arrival.
— Please ensure good personal hygiene before your appointment as a courtesy to your therapist.
— Please do not attend if you are unwell, have a fever or have a contagious illness.
— Please communicate any discomfort, pressure preferences or concerns during your session. Your comfort is the priority at all times.
— Clients must be 18 years of age or older. Bien is not insured to treat minors and treatments will not be carried out on anyone under the age of 18.
— Bien is a professional therapeutic environment. Any inappropriate, threatening or disrespectful behaviour will result in the immediate termination of the session and the full session fee will remain payable.
5. Home Studio — Access & Conduct
Bien operates from a private home studio in Codford, Wiltshire. To ensure a calm, professional and respectful environment for all clients and residents, the following applies:
— Please enter via the side gate and ring the doorbell on arrival. Do not knock on or enter via the main front door.
— The treatment room and its immediate entrance are the only areas of the property available to clients. The rest of the house, garden and all other rooms are private and off limits.
— Toilet facilities are not available as standard as access requires passing through the private residence. Please use facilities before your appointment. In a genuine emergency please inform your therapist.
— Children and pets are not permitted on the premises during your appointment.
— Parking is available in the shared residential area. Bien accepts no responsibility for any loss, damage or incidents occurring to vehicles or belongings on or near the property.
— Please speak quietly on arrival and departure out of respect for other residents.
Bien is a space of calm and respect — for you, for the therapist and for the home in which it is hosted. Thank you for honouring this.
6. Informed Consent
By booking a session with Bien you confirm that:
— You have completed the health intake form honestly and to the best of your knowledge
— You understand the nature of the treatment and consent to therapeutic touch
— You have disclosed all relevant health conditions, medications and allergies
— You understand you may pause or stop the session at any time
— You are 18 years of age or older
— You have read and agree to these policies in full
7. Privacy & Data Protection
Bien (Cloe Auneau, sole trader) is registered with the Information Commissioner’s Office (ICO) as required under UK GDPR and the Data Protection Act 2018.
What data we collect
— Name and contact details (email, phone number)
— Health information provided on intake forms
— Appointment history and session notes
— Payment records — processed securely via card payment. Bien does not store card details.
Why we collect it
— To provide safe, personalised treatments
— To contact you about appointments and send reminders
— To maintain professional treatment records as required by insurance
— To comply with legal and professional obligations.
How we store it
— Client records are stored securely and accessed only by Cloe Auneau
— Paper records are kept in a locked location
— Digital records are password-protected
— Health records are retained for a minimum of 7 years as required by professional standards
Your rights
— You have the right to access, correct or request deletion of your personal data
— You may withdraw consent for data processing at any time — note this may affect the ability to provide treatment safely
— To exercise your rights contact: bien.wellness.uk@gmail.com
Bien will never sell, share or use your personal data for marketing without your explicit consent.
8. Photography & Social Media
Bien may occasionally photograph the studio space, treatment setup or products for use on social media and the website. Clients will never be photographed without their explicit prior consent. If you are happy to be photographed or featured please let Cloe know — it is entirely optional and never assumed.
9. Professional Standards & Insurance
Cloe Auneau is a qualified massage therapist holding a VTCT Level 3 Certificate in Massage. Bien operates in accordance with the professional standards and code of ethics of the Federation of Holistic Therapists (FHT).
Bien holds professional indemnity and public liability insurance. Insurance provider details available on request.
10. Complaints & Feedback
Bien takes all feedback seriously and is committed to resolving any concerns with care and professionalism. If you are unhappy with any aspect of your experience please contact Cloe directly in the first instance: bien.wellness.uk@gmail.com
All complaints will receive a response within 3 working days.
These policies were last updated: April 2026
Bien · Cloe Auneau · Codford, Wiltshire · bienwellness.co.uk