Frequently Asked Questions
About Massage Hero
What exactly is Massage Hero?
Massage Hero is an all-in-one marketing and booking platform designed for therapists who want a more professional online presence and fewer admin headaches.
It includes a professionally designed website, an online booking system, automated confirmations and reminders, and marketing tools to help you get found and stay booked — all working together in one system.
Rather than stitching together lots of separate tools, Massage Hero brings everything into one place.
Who is Massage Hero for?
Massage Hero is designed primarily for massage therapists, especially solo practitioners who want a professional setup without having to manage lots of different systems.
That said, it can also be used by other types of therapists or practitioners who offer appointment-based services and want clients to book online easily.
Is Massage Hero only for massage therapists?
No. While Massage Hero is built with massage therapists in mind, it can be used by other therapists or wellness practitioners who offer bookable treatments or sessions.
At the moment, most (but not all) of the website templates and example content are geared towards massage therapy. These can be adapted, but if your practice is very different, it’s worth getting in touch first to make sure it’s a good fit.
Is Massage Hero suitable for solo therapists?
Yes — solo therapists are the main focus right now.
Massage Hero is designed to give independent practitioners a professional website, online booking, and automated follow-ups without needing technical skills or a big budget.
Can clinics or multi-therapist practices use Massage Hero?
Yes, Massage Hero can be used by clinics or multi-therapist practices.
However, our current plans and pricing are designed primarily for solo therapists. If you run a clinic or have multiple practitioners, we recommend contacting us first so we can discuss your setup and make sure we put you on the right path.
You can reach us at [email protected].
Is Massage Hero available outside the UK?
Yes — Massage Hero can be used anywhere.
At the moment, pricing is shown in GBP (£). If you’re outside the UK and would prefer to pay in your local currency, the best option right now is to contact us and we’ll see what we can arrange.
We plan to support multiple currencies more fully in the future.
Do I need to be tech-savvy to use Massage Hero?
No — but you do need basic confidence using everyday technology.
If you’re comfortable using apps on your phone, you’ll be fine with the core features like managing bookings, viewing clients, and receiving notifications.
Some tasks — such as editing website content or sending newsletters — are easier on a laptop or desktop computer, but you don’t need advanced technical skills to use the platform.
Do I need a computer or laptop to use Massage Hero?
A computer or laptop isn’t strictly essential, but it’s strongly recommended.
Most day-to-day tasks can be handled on your phone, but certain things — like editing your website or managing more detailed marketing tasks — are much easier on a larger screen.
How is Massage Hero different from Wix, Squarespace, or WordPress?
Wix, Squarespace, and WordPress are primarily website platforms.
Massage Hero goes much further. It combines:
- A professionally designed website
- Online booking and payments
- Automated emails and reminders
- Built-in marketing and SEO support
Rather than just giving you a website and leaving the rest to you, Massage Hero is designed to help you get found, get booked, and stay organised.
How is Massage Hero different from booking-only platforms?
Most booking platforms focus almost entirely on scheduling.
Massage Hero focuses on growth as well as bookings. That means:
- A proper website that represents your business professionally
- Marketing tools to help new clients find you
- Automation to improve re-bookings and reduce admin
Booking is just one part of the system — not the whole product.
Do I own my data?
Yes. You always own your client data.
Your contacts, bookings, and business information belong to you. If you ever decide to leave, your data isn’t locked away.
(Website ownership is handled slightly differently depending on the setup you choose — this is explained clearly elsewhere.)
Is there a contract or minimum commitment?
No — there’s no long-term contract.
You can cancel at any time. That said, Massage Hero isn’t a magic overnight fix. We strongly recommend giving it at least three months to see proper results, especially when it comes to marketing and visibility.
Websites & Design
Do I get a website included?
Yes — a website is included.
As part of Massage Hero, you’ll have a professionally designed website that works seamlessly with your booking system and marketing tools.
You can choose between:
- A standard Massage Hero website, built within our platform
- Or a WordPress website, if you prefer a standalone site you fully own
WordPress websites involve additional costs, which we’ll explain clearly if you choose that option.
Is the website professionally designed?
Absolutely.
All Massage Hero websites are professionally designed specifically for therapy and wellness businesses — not generic templates thrown together for any industry.
You’ll be able to view the available designs before choosing, so you know exactly what your site will look like.
Can I choose from different website templates?
Yes. We currently offer nine different website templates.
Each template is fully customisable — they’re a starting point, not a rigid, cookie-cutter design. Your colours, images, text, and services are all personalised to your business.
Can you change colours, images, and text?
Yes — all of that can be customised.
Your website will reflect your business, not a generic example.
Will the website be written specifically for my business?
Yes.
Your website content is written for your services, location, and style — not copied and pasted boilerplate text. This helps with both professionalism and search visibility.
Can I use my existing logo or branding?
Of course.
If you already have a logo, colours, or branding you like, we’ll use those. If you don’t, we can help you keep things clean, simple, and professional.
What if I don’t have professional photos?
That’s absolutely fine.
You don’t need photos taken by a professional photographer. Modern smartphones (iPhone, Pixel, etc.) take perfectly good photos if there’s decent lighting.
We do recommend providing real photos of:
- Your treatment room
- Your setup or space
- You (if you’re comfortable with that)
Authentic photos often perform better than stock images anyway.
Can I add more pages later?
Yes.
You can:
- Add pages yourself if you’re comfortable doing so
- Or ask us to add pages for you as a paid add-on
You’re not locked into a fixed number of pages.
Can I edit the website myself?
Yes.
You’ll have access to your website and be able to make edits yourself. We’ll also provide tutorials to show you how to update text, images, and basic content without breaking anything.
What happens if I want design changes later?
That’s no problem.
If you’d like changes made for you, just get in touch. Design updates and larger changes are handled at an hourly rate, depending on what you need.
Will my website work well on mobile phones?
Yes — everything is fully mobile-optimised.
Your website and booking system are designed to work smoothly on phones and tablets, which is where most clients will view and book from.
Can I use my own domain name?
Yes — absolutely.
If you already own a domain, we’ll connect it. If you don’t have one yet, we can guide you through setting it up.
What if I already have a website?
Yes — absolutely.
If you already own a domain, we’ll connect it. If you don’t have one yet, we can guide you through setting it up.
Payments, Pricing & Money
What payment providers can I use?
Massage Hero works primarily with Stripe, Square, and PayPal.
These are reliable, well-known payment providers used by millions of businesses worldwide. We strongly recommend using one of these, as they’re fully supported and integrate smoothly with the booking and payment system.
Do I need my own payment provider account?
Yes.
Massage Hero doesn’t process payments on your behalf using a shared account. You’ll need your own account with a payment provider such as Stripe, Square, or PayPal.
This is a good thing — it means:
- Payments go directly to you
- You stay in control of your money
- There’s no delay or middleman handling your funds
If you don’t already have an account, we’ll guide you through setting one up and connecting it to the system. It’s usually a straightforward process, and we’ll point you in the right direction.
Do you take a percentage of my bookings?
No — absolutely not.
Massage Hero does not take a cut of your bookings or revenue.
The only transaction-related costs are the standard card processing fees charged by your payment provider (typically under 3%), which apply no matter what system you use.
Are there any hidden fees?
No.
All core pricing is clearly shown on the pricing page. Typically, this includes:
- A one-off setup fee
- A monthly subscription fee
There may also be small usage-based costs, such as SMS messages, which are charged at cost. In the future, some optional AI features may also incur small usage fees — but nothing is hidden or unexpected.
Can I take cash or in-person payments?
Yes — absolutely.
You can still accept cash or in-person payments if that’s how you prefer to work. The system also supports tap-to-pay, allowing you to take card payments directly through your phone.
You’re not forced into online-only payments.
Can I sell gift cards?
Yes.
You can sell gift cards that clients can purchase online and redeem later for treatments.
Can I offer discounts or promotional codes?
Yes.
You can create discount codes and promotions for things like:
- Seasonal offers
- Limited-time deals
- Loyalty incentives
You stay in control of how and when they’re used.
Can I create special offers for new clients?
Yes — and we actively encourage it.
First-time client offers are one of the most effective ways to attract new bookings, and Massage Hero is built to support this properly.
Can I set different prices for different services?
Of course.
You decide what you charge for each service. Massage Hero doesn’t restrict pricing in any way — your pricing is entirely up to you.
How do refunds work?
Refunds are handled through your connected payment provider.
If a client needs a refund, you can process it directly through the system, and the money is returned via the same payment method the client used. This keeps everything clean, traceable, and consistent.
Can I track revenue and bookings?
Yes.
Massage Hero gives you access to clear data around:
- Bookings
- Revenue
- Client activity
This helps you understand how your business is performing without needing spreadsheets or separate systems.
Marketing & Growth
Will Massage Hero help me get more clients?
Massage Hero is built with the goal of helping you get more clients and better retention, but we don’t make guarantees.
What we can say is that the system is designed to:
- Help new clients find you more easily
- Make it easier for people to book
- Encourage existing clients to come back
Results depend on factors outside our control, but everything we build is aimed at improving your chances.
Do you help with Google visibility?
Yes — this is a major focus.
We help improve your visibility on Google by:
- Optimising your Google Business Profile
- Helping your website rank better in search results
Giving you clear guidance on what Google looks for
This includes both Google Maps visibility and standard website search results.
Is SEO included?
Yes.
Whether you’re using a Massage Hero website or keeping an existing website, SEO is part of the setup. We optimise pages, structure, and key information to give your business the best possible foundation for search visibility.
Will my business appear on Google Maps?
Yes — and our goal is to help you appear in the local map results (often called the “map pack”).
We’ll help optimise your profile and guide you on best practices, but it’s important to be clear: Google rankings are ultimately outside anyone’s direct control, so we can’t guarantee specific positions.
Can you help me get more reviews?
Yes — and again, without guarantees.
Massage Hero includes automated follow-ups that invite clients to leave reviews after their appointments. This makes it easier and more natural to collect reviews over time, without you having to chase people manually.
Can I send email or SMS reminders?
Yes.
Both email and SMS reminders are sent automatically before appointments to reduce no-shows and last-minute confusion.
Can I send follow-up messages after appointments?
Yes.
You can:
- Send messages manually from the app
- Use automated follow-ups that go out after appointments
These are designed to encourage re-booking and maintain client relationships without extra admin.
Does Massage Hero help with re-booking clients?
Yes — retaining existing clients is a big part of the system.
Automated reminders, follow-ups, and easy re-booking are all designed to help clients come back regularly rather than booking once and disappearing.
Can I send newsletters and promotions?
Yes — you’re not limited.
You can send:
- Newsletters whenever you like
- One-off promotions
- Seasonal offers
- Regular or occasional campaigns
You stay in control of how often you communicate.
Do you help with social media?
Massage Hero doesn’t currently create social media content for you.
However, it does make social media easier to manage. You can connect your social accounts and post to multiple platforms from one place using the built-in Social Media Manager.
This is optional — useful for some therapists, not essential for everyone.
Plans & Pricing
What plans do you offer?
We currently offer two plans:
- Essentials
- Growth
Both plans are designed primarily for solo therapists.
Massage Hero can be used by clinics and larger centres, but we don’t yet have a dedicated multi-practitioner plan. That’s something we’re actively working on. If you run a larger practice, we recommend getting in touch so we can discuss your setup.
What’s included in the Essentials plan?
The Essentials plan gives you access to the full Massage Hero system, built on the same underlying platform used by thousands of businesses worldwide.
All core features are included:
- Website
- Online booking
- Payments
- Automations
- Client management
- Email and SMS reminders
- Marketing tools
Nothing important is locked behind an upgrade.
What’s included in the Growth plan?
The Growth plan includes everything in Essentials, plus more hands-on support with Google visibility.
This typically includes:
- Closer monitoring of your Google performance
- Ongoing optimisation support
- Regular activity on your Google Business Profile (such as weekly posts)
- A more collaborative, hands-on approach
It’s designed for therapists who want extra help improving their visibility and are serious about growth.
Can I upgrade (or downgrade) later?
Yes.
You can start on Essentials and upgrade to Growth at any time. Or downgrade from Growth to Essentials.
Why is there a setup fee?
Massage Hero is not a “self-serve, figure it out yourself” platform.
We fully set everything up for you:
- Website
- Booking system
- Payments
- Automations
- Core marketing configuration
While the system is easy to use, it is complex to set up properly. There’s no way around the fact that this takes several hours of real work per client.
The setup fee exists so you don’t have to learn, configure, or troubleshoot a complicated system yourself — and so everything works properly from day one.
Is hosting included?
Yes — hosting is included when you’re using a standard Massage Hero website.
If you choose a WordPress website, hosting may incur a small additional monthly cost. This will be explained clearly before anything is set up — there are no surprise charges.
Are updates included?
Once your setup is complete:
- You can update the website yourself
- Or we can make changes for you as a paid add-on
Ongoing website edits aren’t included by default, but support is always available if you need help.
Is support included?
Yes — support is always included.
You’re never left on your own with the system.
Is there a free trial?
No — we don’t offer a free trial.
This is because Massage Hero requires a full, hands-on setup. We can’t spend several hours building a complete system as a “trial” that may be cancelled a few days later.
Many booking platforms offer free trials because they don’t set anything up for you — they simply give you access to software and leave the rest to you.
Massage Hero works differently.
Onboarding & Setup
How long does setup take?
Once you’ve completed the onboarding form, we aim to have your setup completed within around seven working days.
We can’t start any work until the onboarding form is fully completed, so the faster that’s done, the faster we can move. While we don’t make hard guarantees, seven working days is a realistic timeframe in most cases.
What information do you need from me?
We ask for a range of information about your business so we can set everything up properly.
All of this is collected through the onboarding form. You don’t need to prepare anything in advance — just work through the form and answer the questions as clearly as you can.
Do I need to provide all the information upfront?
Yes — the onboarding form needs to be completed in full.
We can’t partially set things up or “fill in the gaps later”, as everything is connected. Completing the full form upfront helps avoid delays and back-and-forth.
What happens after I submit the onboarding form?
Once your onboarding form is submitted, we get to work.
You may be asked to send over:
- Your logo (if you have one)
- Photos of your space or setup (if available)
If we have any follow-up questions, we’ll contact you. Otherwise, you can expect to see a first version of your setup ready for review within several working days.
Do I get a call during setup?
Not usually.
In most cases, setup is handled without a call so things can move efficiently. If we need clarification on something that’s easier to explain verbally, we may suggest a quick call.
Once setup is complete, we typically offer an onboarding call to walk you through the system and show you how everything works.
Can I ask questions during onboarding?
Yes — absolutely.
If you have questions at any point, you can email us and we’ll help you out. We’re happy to clarify things; we just ask that the onboarding form itself is completed first so we have the full context.
Clients’ Data & Privacy
What client information is stored?
By default, Massage Hero stores only essential client information:
- Name
- Email address
- Phone number
These are required for bookings, confirmations, and reminders.
You also have the option to create intake or consultation forms. If you choose to use these, additional information will be stored based on the questions you include.
Is client data secure?
Yes.
Massage Hero is built on a well-established CRM platform used by thousands of businesses worldwide. Client data is stored securely using industry-standard practices.
While no online system can claim to be 100% immune to risk, security is taken seriously at platform level.
Is Massage Hero GDPR compliant?
Massage Hero is designed to support GDPR compliance.
This means:
- You retain ownership of your data
- Client data can be accessed, exported, or deleted
- Consent-based communication tools are available
That said, GDPR compliance also depends on how you use the system. Massage Hero provides the tools, but each business remains responsible for its own compliance obligations.
Can I collect health intake or consultation forms?
Yes.
You can create intake or consultation forms for clients if you wish, and store that information within the system.
It’s up to you to decide what information you collect and ensure it’s appropriate for your local regulations and professional requirements.
Is Massage Hero HIPAA compliant?
Massage Hero is not currently HIPAA compliant.
That said, this does not mean you can’t use Massage Hero if you’re based in the United States.
You can safely use Massage Hero for:
- Your website
- Online booking
- Marketing and automations
- Email and SMS reminders
- General client communication
The key limitation is that you should not collect or store protected health information (such as medical history or health-related intake forms) within the system at this time.
If HIPAA compliance is a requirement for your practice, you may still use Massage Hero alongside a separate, HIPAA-compliant system for health intake forms.
We do plan to explore HIPAA compliance in the future, but for now this boundary is important to understand.
Where is client data stored?
Client data is stored on secure cloud servers used by the underlying platform. These servers are typically hosted on major infrastructure providers (such as Google Cloud), primarily based in the United States.
Can clients opt out of marketing messages?
Yes — clients can opt out of communications.
At the moment, opting out may apply broadly to messages from your business. More granular controls (for example, separating marketing messages from appointment reminders) are being introduced at platform level, and these features continue to evolve.
We’ll activate and refine these options as they become more stable and practical for real-world use.
Who owns the client data?
You do.
Your client list, booking history, and business data belong to you — not Massage Hero.
Can I export my client list?
Yes.
You can export your contacts and client data at any time in standard formats (such as CSV), just like with any professional CRM system.
What happens to my data if I cancel?
If you decide to cancel:
- You’ll have the opportunity to export your data
- Client data will then be removed from our systems
You’re never locked in or prevented from taking your information with you.
Leaving, Cancelling & “What-Ifs”
What happens if I cancel?
If you cancel your Massage Hero account, your access will continue until the end of your current paid period.
Before your account is closed, you’ll have the opportunity to export your client data. After cancellation, all data stored within the system will be deleted.
Can I take my website with me?
This depends on how your website is set up.
If you’re using a standard Massage Hero website, the website is part of the system and can’t be transferred elsewhere.
If you’ve chosen a WordPress website, you fully own the site and can take it with you at any time.
This distinction is explained clearly before setup.
Will my booking system stop working immediately if I cancel?
No.
If you cancel, your account remains active until the end of your current billing period. This means your website and booking system will continue to function until that period ends.
Do I lose my data if I cancel?
No.
You’ll be able to export your client data (such as contacts and booking information) before your account is closed. We recommend doing this before the end of your final billing period.
Can I pause my account?
In many cases, yes.
If you need to pause your account temporarily (for example, due to illness or extended time off), get in touch and we’ll discuss the best option based on your situation.
What if Massage Hero shuts down?
In the unlikely event that Massage Hero were to shut down, your account would not simply disappear.
Because the system is built on an established underlying platform, accounts can be transferred so you would retain access to your data and system — albeit directly through the platform rather than through Massage Hero.
Is my domain affected if I cancel?
No.
Your domain name is always registered separately from Massage Hero. As long as your domain is renewed, it remains yours and is not affected by cancelling your account.
Can I move to WordPress later if I want?
Yes.
If you start with a standard Massage Hero website and later decide you’d prefer a WordPress site, that’s always an option. WordPress builds are handled as a separate project and would involve an additional fee.
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