Safety & Trust

All therapists go through a thorough application process including qualification checks, a face-to-face or video interview, a practical trade test, and professional indemnity insurance verification before they are accepted onto our platform.

Yes. We verify professional qualifications, insurance documents, and references for every therapist. We also conduct practical trade tests to ensure the highest standard of service before they are approved.

Yes. All our therapists are vetted professionals. We recommend having someone else at home for your first session if you feel more comfortable, and you can always contact our team if you have any concerns before or during a booking.

Yes. When selecting a therapist during the booking process, you can filter or choose based on gender preference from the available therapists in your area.

You have the right to stop the treatment at any time — simply ask the therapist to stop. After the session, please report your experience to our customer service team at bookings@londonserenity.com and we will investigate immediately.

This has never happened before as we geolocate our therapists. However, if there are any emergencies, our customer service team will contact you and either arrange an alternative therapist or issue a full refund.

Our therapists wash their hands before and after every treatment, clean and sanitise their equipment between appointments, and use fresh oils for each client. As our therapists come to you, we ask clients to provide their own towels — your therapist will let you know what to prepare when you book.

Your safety is our absolute priority. If you feel unsafe or uncomfortable at any time, end the session immediately and contact us at bookings@londonserenity.com or call us. We take all complaints extremely seriously and investigate every case thoroughly.

Yes. All London Serenity therapists carry proof of their qualification and professional identity. You are welcome to ask to see this before your treatment begins.

We have a safeguarding policy in place for vulnerable adults and children. We require a guardian or parent to be present during all treatments for clients under 16. For any specific safeguarding concerns, please contact our team before booking.

Yes, we encourage this. You can share your booking confirmation (which includes the therapist's name and your booking time) with a friend or family member for peace of mind, especially for first-time bookings.

Yes. If you experience any issues with a therapist or treatment, please email bookings@londonserenity.com within 48 hours. We will acknowledge your complaint within 24 hours and aim to resolve it within 5 working days.

Yes. We are fully GDPR compliant and take your data privacy seriously. Your personal details are never shared with third parties for marketing purposes. Please see our Privacy Policy for full details.

In the unlikely event of accidental damage caused by a therapist, please contact us at bookings@londonserenity.com as soon as possible with details and photographic evidence. We will liaise with the therapist and their insurance to help resolve the matter.