Customer FAQ's

Zen Hut provides mobile and incall massage services, including Swedish, deep tissue, aromatherapy, and sports massage, performed by professional therapists.

Mobile massage is performed at your home or hotel, while incall massage takes place at the therapist’s home or studio.

We cover all of the Greater London area. Check our therapist finder to see if we cover your postcode. Availability may vary depending on your location.

Our services include Relaxing, deep tissue, aromatherapy, and Thai massages.

Our therapists are vetted self employed freelancers. You can view their individual profiles on our website or app, which include their qualifications, areas of expertise, and individual customer reviews.

We meet all of therapists face to face and perform a trade test to ensure the highest standards.

No, we do not offer any sexual services.

Yes, our support team are available at all times by live chat and email. They can also call you by phone should the situation warrant it.

We’re committed to quality, transparency, and customer satisfaction. We only work with therapists who have been vetted and tested. 

Therapists may apply travel fees of up to £15 for certain postcodes or £30 for appointments after 21:30. These are displayed during booking. These are optional and intended to allow our therapists to cover a wider area, resulting in more choice for our clients.

We take customer complaints very seriously and will resolve any issues promptly. If you have a complaint please reach out via the contact page.

Yes, please communicate your preferences with your therapist at the beginning of the session and they’ll be happy to focus on certain areas if instructed.

You can wear underwear or be completely naked, it’s up to you. Our therapists are trained professionals and don’t mind either way.

Therapists decide what payment methods they accept. Some accept cash only and some carry chip and pin card machines. Others prefer to be paid online on our website via Stripe. We try to give  therapists maximum flexibility as it makes for happier massage providers!

No, your therapist will bring oil with them.

Therapists usually have at least two types of oil. One must be unscented and nut free. 

2 hours or more cancellation notice or the full amount will be due. We treat cancellations on a case by case basis and can waive this policy sometimes for regular customers if there are extenuating circumstances.

If your therapist is delayed, they will notify you as soon as possible. The session will still last the full booked time.