FAQs
General
I've called a few times but keep getting your answer machine?
Our reception is manned by our therapists so during busy times we may not be able to come to the phone. If you leave a message we will always call you back and aim to do so within 3 hours.
We try and be as flexible as possible so the hours may vary but normally we are open from 9.30am to 9.00pm Monday to Thursday and 9.30am to 7.00pm Friday and Saturday. Currently we are closed on Sundays. Please remember that we do not have a full time reception so please don't visit us without an appointment.
What is the preferred method of payment?
The preferred method of payment is cash directly to your therapist, however we are happy to accept all major credit and debit cards, including VISA, Mastercard and American Express on their behalf.
How do I get in at 30 The Drive?
Press the buzzer marked 'Natural Balance' and a therapist will buzz you into the building. Unless you are told otherwise take a seat in the waiting area on the ground floor. Please help yourself to tea and coffee with our compliments. Toilets are located adjacent to the main entrance.
Are the therapist employed by Natural Balance?
All therapists are self employed with the facilities on site provided by Natural Balance Therapies. Please note that when booking an appointment you enter into a contract with the therapist directly and agree to pay them for any appointments missed, changed or cancelled with less than 24 hours notice.
You can change or cancel your appointment by contacting us by phone or e-mail with at least 24 hours notice. It is also possible to change or cancel your appointment using the online booking system if you have a password and login. Please remember that if you cancel or change with less than 24 hours notice you will be charged for the original appointment.
When should I turn up for my appointment?
Unfortunately the reception is not always manned so we ask you to turn up no earlier than 5-10 minutes before your appointment. Your treatment time includes consultation so turning up a few minutes early is recommended.
New Booking System
When I click 'book online' nothing happens?
First check that the set up on your computer does not prevent 'pop up' windows from opening. Then check that the booking window is not already open by minimising or closing other windows.
Why is the booking system showing me a date in the future or using the American format (MM/DD/YY)?
We are aware there are some issues with the booking system using Amercan date formats or saying today is a date in the future. If there is an option to change from American English to UK English (in the top right corner) select the UK otherwise select the date from the calendar view. We have raised a support ticket with the developers in the US and hope to have this resolved soon.
How do I get a login and password / my login won't work?
We launched a new online booking system on 3rd January 2012. The first time you use the new system you will need to create a new password and enter the name and e-mail address you registered on the old system. Any bookings you have with us will then appear and you can go on to manage your account and create new bookings. If you were not registered on the old system just fill in the form to create your account. If you ever forget your password it can be retrieved by clicking 'sign up / login' and then the 'Forgot your password?' link.
Does the booking system work on iphone and other smart phones?
The normal booking system should work on mobile devices such as the iPhone. You may find, however, your phone defaults to the Mobile version of the booking system which is a simplified version that allows you to select a treatment but not preselect a particular therapist. There is no UK specific Mobile version so the system uses American formats for dates and will only accept 10 digits for the mobile phone number (drop the 0) and numbers for the postcode (just enter the numbers from your postcode). If you experience any problems or would like a particular therapist please select 'Full Site' from the bottom of any page.
If you can't view all the options try maximising the window or if using a touch screen try viewing in portrait or landscape to see which works best. If you are having problems scrolling because the whole window rather than just the scroll bar moves try using two fingers together to see if that helps. With time the system will be enhanced to work on all formats and browsers but currently it is designed to work on Internet Explorer and Firefox only.
I can't find the treatment I'm looking for under these new categories?
Unfortunately the categories are set by the system and can't be changed. Most treatments are easy to find however please note: Nutrional Therapy, Osteopathy and Acupuncture are under the category Wellness & Integrative. Yoga is under Fitness. Back scrubs are under Body Services. Tinting is under salon.
Why do you take my card details?
We take your card details to secure your booking only. These are encrypted and stored on our booking system. We do not charge in advance so please remember to bring your card, cash or a gift certificate with you to pay on the day of your appointment. Please remember that we operate a 24 hour cancelation policy with the full treatment cost charged for appointments changed or cancelled with less than 24 hours notice.
How do I check if you have available appointments within the next 3 hours?
The online booking system will allow you to book appointments for today but not in the next 3 hours. To check availability inside of 3 hours please call us on 01273 771441. Please do not visit us without an appointment as we do not have a reception service.
I can't see any available appointments?
To see the maximum number of appointments select 'No preference' as the therapist or try a shorter treatment time. Remember that not every therapist is qualified to do every treatment so you can try selecting a different treatment.
During busy times it is best to select shorter treatment lengths. We may be fully booked for 60 and 90 minute treatments but still have enough time for a 40 minute Express Remedial Massage - so try selecting this if nothing else shows as available.
Still no luck? Call us on 01273 771441 to see if there is availability in the next 3 hours as this won't show on the booking system.
How do I know if my booking was successful?
You should receive a confirmation e-mail. If you did not receive it please check that it hasn't been marked as spam or junk. If it has add 'booking@anaturalbalance.co.uk' to your address book to avoid this happening. If you do not receive a confirmation e-mail log back into the booking system, select 'Account' and check you have the correct e-mail address recorded. You can also view all future appointments you have booked.
Please note that at present only e-mail reminders / confirmations are working. We hope to have the SMS / Text reminders working for UK customers soon.
If you are in any doubt please call us on 01273 771441 or send us an e-mail and we can check for you.
Can I cancel or change my appointment?
You can change or cancel your appointment with 24 hours notice by signing into your account or following the link in your confirmation e-mail. Please note that to amend an appointment you must cancel and rebook. Appointments changed with less than 24 hours notice are charged for. Please call us on 01273 771441 if you need to change or cancel your appointment at short notice.
Choosing your treatment
In many cases massage, acupuncture or osteopathy can help with muscular pain and dysfunction. However if the joint or muscle:
• has an unusual appearance
• is difficult to move
• or you are unsure of the cause
get advice from NHS Direct or your G.P. before booking a treatment.
I'm not sure whether I need Sports Massage or Deep Tissue?
A large part off Sports Massage is deep tissue work so there are a lot of similarities between these two treatments. The main difference is that Sports Massage is all about the end result so the approach is more clinical and therefore less relaxing. It may include a range of techniques to get the best end result. Deep tissue massage, on the other hand, is all about massage and whilst sometimes intense it is a more relaxing treatment.
What is an Osteopathic Massage?
This is a massage given by an Osteopath that still includes consultation, assessment and manipulation (as appropriate), but has a greater emphasis on massage. It is ideal for clients wanting to combine a clinical Osteopathic treatment with massage.
Can I have a back wax and a massage during the same appointment?
Skin that has just been waxed may not be massaged so if you are limited for time and have to have them on the same day you will need to have your massage first followed by the waxing. Of course having the two treatments on separate days is the best option as it's a shame to follow a lovely relaxing treatment with one that is 'not so' relaxing!
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