Practice policies.
Clear expectations. A better experience.
Please read these guidelines before booking. They apply to appointments booked directly with Upscale Massage in Düsseldorf unless a specific offer or partner arrangement states otherwise.
Updated 2 November 2026
Booking & appointments
All sessions are by appointment. Availability is shown in the online booking calendar; published schedules are indicative and may change. Selected Sunday Prestige appointments are arranged separately.
Your booking is confirmed only once you receive a confirmation email. That email contains a link to manage your appointment, including changes or cancellation.
Direct bookings, packages, memberships and partner-funded appointments may follow different booking or account requirements. Check the conditions shown for your selected service.
Cancellation, changes & no-shows
For appointments booked under these terms, the cancellation tiers are calculated from the scheduled appointment start time:
24 hours or more: free cancellation.
Less than 24 hours, but at least 6 hours: cancellation compensation of 50% of the booked treatment price.
Less than 6 hours: cancellation compensation of 100% of the booked treatment price.
No-show: failure to attend without cancelling may result in compensation of 100% of the booked treatment price.
These rates apply only to the extent permitted by law, taking account of any saved expenses and income earned from a replacement booking. You may demonstrate that no loss, or a substantially lower loss, occurred. Your statutory rights, including any statutory termination rights, remain unaffected.
Please use the link in your booking confirmation email to request a change or cancellation. We may agree a rescheduled time, in which case we will confirm the applicable conditions.
These revised conditions apply only to future appointments when they have been clearly disclosed and agreed before booking. Earlier bookings remain subject to the terms agreed at that time.
Arriving late
Please arrive at your appointment time and allow a little time to find the courtyard entrance.
If you arrive late, your session may need to finish at the originally scheduled time so that subsequent clients are not delayed. The appointment price is not automatically reduced for client-caused lateness. If our practice causes a delay, we will arrange a fair solution.
Packages & memberships
Packages, such as GOLD, Silver and Copper, contain the number of appointments and the validity period stated when purchased. Some packages can be shared; others are for one named client. Check the offer details before paying.
Memberships, including Ritual Walnut, have their own minimum term, payment cycle and monthly treatment entitlement. Any carry-over, pause, cancellation or renewal rules are those disclosed for the specific membership when you subscribe.
Unused package sessions and membership benefits are handled under the terms agreed at purchase and mandatory consumer law. If a booking or membership period looks incorrect, contact us before booking again so it can be checked.
Gift cards & special offers
Gift cards can be redeemed for eligible Upscale Massage services according to the voucher conditions and booking instructions. Keep your gift card code available when making a reservation.
Purchased gift cards remain valid in accordance with applicable law; a shorter printed expiry period may not always be enforceable. Promotional vouchers and limited-time offers may have separate, clearly disclosed conditions.
Discounts generally cannot be combined unless the specific promotion expressly permits it. The offer details displayed at purchase take precedence over general marketing descriptions.
Partner-funded visits
Urban Sports Club, Wellhub, Sportnavi and other partner bookings must be made or checked in through the relevant partner instructions. Eligibility, check-in limits and included treatment durations depend on the partner and your plan.
Please use the correct check-in or QR code before your session. Additional services or time beyond a partner allowance must be booked and paid for separately.
Professional conduct & wellbeing
This is a professional massage and wellness practice. Sexual requests, harassment, threatening behaviour or other serious boundary violations are not accepted, and a session may be ended or declined for legitimate safety or professional reasons.
Please tell your practitioner about relevant injuries, pregnancy, health considerations, allergies or discomfort that could affect your session. Treatments are adapted to the circumstances, but relaxation or recovery outcomes cannot be guaranteed.
Personal information is handled according to our privacy notice. You can request a quieter session, ask questions or ask to stop a technique at any point.
Finding the practice
Client entrance: Humboldtstraße 27–29, Düsseldorf. Walk through the pedestrian passage between numbers 27–29 and 31, just after the red vehicle barrier. Continue through the courtyard to the glass entrance door.
Do not ring any doorbell. If you have to ring, you are at the wrong entrance. Access is on foot only, not by car.
Please wait on the gold/yellow chairs assigned to Upscale Massage. The black chairs belong to our colleague’s waiting area. See the photo directions on our Location page.
Booking management & applicable terms
For changes or cancellations, use the management link in your booking confirmation email. This is our preferred option. Other contact information remains available in the Legal Notice.
Service-specific purchase conditions, booking confirmations and mandatory consumer rights take priority where they differ from these general guidelines. This page is not a substitute for the legal notice or privacy policy.