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FREQUENTLY ASKED QUESTIONS

We’ve put together a selection of frequently asked questions to support you as you embark upon or navigate your health and wellness journey.

Here's some of our most frequently asked questions

GENERAL

You can book an appointment online at koyo-wellness.com where you can select your treatment, day, time and therapist. Alternatively, you can call the KOYO team directly and they will assist you with booking.
You can change or cancel your appointment online here or call the team at KOYO and they can make any amendments for you.
KOYO welcomes those 16 and over. For those under 18, we do require parental consent to ensure your safety.
We recommend arriving 10 minutes prior to your scheduled appointment time. This allows for a smooth check-in process, completion of any necessary paperwork, and ensures that your appointment can start promptly. Being punctual not only maximises the time allocated for your service but also helps maintain an organised schedule for all clients. Please check any specific instructions provided for your appointment, as certain services may have unique requirements.

We understand that unforeseen circumstances may sometimes lead to delays or the inability to attend a scheduled appointment. If you are running late, please make an effort to inform us as soon as possible and will do our best to accommodate reasonable delays. If we can still honour your appointment, we will do so, but if the service is booked, we will endeavour to move your session to another day or time that suits. 

In the event of a no-show (missing an appointment without prior notice), this session will be charged in full. While we understand emergencies occur, consistent no-shows may impact our ability to provide optimal service to all our clients.

To inform us of a delay or to discuss a missed appointment, you can call the team during our business hours. We appreciate your cooperation and understanding in ensuring a smooth and respectful scheduling process for everyone.

All of our services compliment each other so you can certainly do every service in a day if you wish. However, we recommend pairing the treatments together to get the best results and maximise the benefits of each service you experience. For more information on what services you you should have together, please contact the team on …….
We don’t offer a partner membership but keep an eye on our social media pages for 2-for-1 offers and other great deals to get your friends and family involved in KOYO.
Session packages have varying expiry times. 5 packs are to be used within 6 weeks of the date of purchase. 10 packs are to be used within 3 months of the date of purchase.

While we strive to maintain a secure environment, we cannot accept responsibility for any items that are lost, stolen, or left unattended within KOYO.

When using the services, the team will be present to ensure your belongings are safely stored. We strongly encourage all individuals utilising our facilities to take necessary precautions, such as leaving bags in the changing rooms for Cryo and in the cubby holes for stretch.

Any items left behind will be collected and kept at the front desk. In the event that an item is lost, we will make efforts to assist in locating it; however, KOYO cannot be held liable for any loss or damage. We advise members to report any incidents or concerns to our staff immediately.

You don’t need to be a member to use our services. Whilst we have a range of membership options, KOYO also offers different packages from block purchases to one-off drop-ins depending on your goals and requirements.

If you are new to KOYO we recommend speaking to a member of the team to discuss what service would be best for your needs, or check out our services page.

Of course! In order to get the most out of each of our services, we encourage our clients to attend weekly or more depending on your needs and which service you are using. We offer different sized packs of sessions for Cryotherapy and Stretch.
Treatment lengths range from 20 minutes to 1 hour depending on the service you are using. Check out the service you are interested in to find out more about our sessions.
KOYO is open weekdays from 6:30am-1pm and 5pm-9pm. Weekend hours are 9am to 5pm.

Cryotherapy: For gentlemen we advise sports shorts or swimwear, and for ladies we advise sports shorts and a top or swimwear. We will provide personal protective equipment.

Assisted stretching: It’s best to wear clothes you feel comfortable moving in. We recommend you wear workout clothes, gym shorts, yoga pants, T-shirts, etc. Jeans and chinos tend to restrict your mobility so we suggest not wearing those types of materials. We require grip socks for your safety and hygiene.

Contrast therapy or sauna: the room is private so you are welcome to go naked or wear a swimming suit. We do not recommend a swimsuit with metal clasps as they can become very hot in the sauna and burn your skin.

Recovery Boots: We suggest that you wear compression tights, shorts, or leggings. Wearing the appropriate clothing allows your legs to slide more accessible into the boot.

Red Light Therapy: this treatment requires skin to be exposed to the light, so we recommend clothing that allows such exposure. It is not necessary to wear fitness attire unless using the power plate.

See our prices page for all you need to know about our pricing options, packages and memberships.

If you are unable to attend your appointment, we ask that you give us as much notice as possible.

If you cancel your appointment within 12 hours of the scheduled start time, you will receive a full refund. Thereafter, you will be charged the full cost.

If you have a credit-based membership, you must cancel at least 12 hours prior to your appointment start time. Doing this will automatically return the credit to your account. Thereafter, your credit will not be refunded.

If you have an Unlimited Membership, we require the same notice for cancellation. Cancelling within 12 hours of your appointment will incur a £5 automatic charge on your account. However, we hold a 3-strike rule – if you cancel within 12 hours of your appointment more than 3 times, you will be charged 50% of the cost of the cancelled service.

Each service is different so ensure you have the right clothing for your treatment by checking above under ‘What do I need to wear?’. KOYO will provide the rest! When you arrive the team will accompany you through your experience and they will be on hand to assist you if necessary. We also have towels, shampoo, conditioner, hair dryer and straighteners for those using contrast therapy.

MEMBERSHIPS

You can purchase a membership online here or the team can help you in store.

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You can cancel your membership online by going to ‘manage my account’. Or alternatively, you can call the team to assist in cancelling your membership.
You can have as many memberships as you wish, however, we want to ensure you are getting the most out of your KOYO experience, so if you want to upgrade your membership to include more services, give us a call and we can assist you with this.
Memberships are exclusive to the person whose name it is under. However, keep an eye on our socials for bring a friend offers and 2-for-1 deals where you can enjoy KOYO with a friend, family member or partner.

CRYOTHERAPY

Cryotherapy is a type of cold shock treatment that involves stepping into a chamber that is anywhere between -140F to -175F for up to 3 minutes at a time.
Cryotherapy, or cold therapy, provides effective pain relief by numbing nerve endings and reducing inflammation. It also promotes faster muscle recovery, improves skin condition, and may have positive effects on mood. Overall, cryotherapy offers a range of potential benefits for both physical and mental well-being.
The standard treatment time for cryotherapy is 3 minutes, but you may request a shorter time, depending on experience and goals.
The most important thing is to come in with dry skin and hair to avoid frostbite. Otherwise, we provide everything you need for your session. If you choose to pair this session with float, sauna, or cold plunge, you must plan to do this treatment first.
The moment your session is complete and you step out of the cryo chamber, it is common that the surface of your skin will feel cold to the touch. After a few minutes have passed your skin will be back to a normal temperature and you will begin to feel both mentally energised and physically relaxed.
The more often you do cryotherapy, the better you’ll feel. You may do cryotherapy as much as even once a day! If you are first starting out, we recommend doing cryotherapy 2-3 times per week to train your body to improve its response to the extremely cold temperatures.
Cryotherapy is not recommended for pregnant women.
Cryotherapy is unsafe for those who have Raynaud’s Syndrome, major heart conditions, high blood pressure, neuropathy, major circulatory conditions, or lung conditions. Cryotherapy is not recommended for pregnant women. Cryotherapy is also not recommended for anyone who is currently sick with a cold, flu, or COVID-19. It is extremely important to enter into the cryo chamber with dry skin and hair to avoid frostbite. It is best to avoid cryotherapy if you have any current skin infections, or open wounds as the cold air may exacerbate your condition.
No, contrary to popular belief, cold temperatures do not cause illness.

1-2-1 Assisted Stretch

1-2-1 Assisted Stretch is the process of stretching your muscles with the assistance of an external force – in this case a KOYO Stretch Therapist. It involves a full body or focused stretch using techniques such as gentle pulling, holding, or supporting the limb being stretched to enhance flexibility of the muscles and increase overall mobility.
There are a huge number of benefits including improved posture, reduced muscle stiffness, increased flexibility, decreased stress levels, greater range of movement, decreased risk of injury and an increase in energy levels. Elongating your muscles to their natural length will increase your circulation and help to clear metabolic waste and toxins from your muscles improving functionality.
Sessions are either 25 or 55 minutes. We recommend if it is your first time, or you are looking for a full-body stretch, a 55-minute session will be most beneficial as it gives you enough time to get the most out of stretching each muscle group thoroughly. If you have a specific area you wish to focus on, or have an injury or rehabilitation needs, then a 25-minute session is advised as it will be a more targeted treatment.
You are welcome to wear whatever you feel comfortable in to be stretched. We advise clothing that is light and non-restrictive. Often people wear workout clothes as these are flexible and allow for easy movement. Grip socks are advised but a clean pair of socks is necessary and can be purchased in store if necessary.
There is no preparation needed for a stretch session. Just ensure you have a clean pair of socks and clothing that allows for the therapist to move you into various positions. If you have any questions do not hesitate to call or WhatsApp the KOYO team.
The more often you do cryotherapy, the better you’ll feel. You may do cryotherapy as much as even once a day! If you are first starting out, we recommend doing cryotherapy 2-3 times per week to train your body to improve its response to the extremely cold temperatures.
Being stretched by one of our stretch therapists is an invigorating experience and you should expect to feel revitalised and calm after your stretch. The increased blood flow stimulated from stretching should leave you feeling energised and mobile.
Assisted stretch is open to anyone, of any age. It is not just for those who use the gym or exercise frequently, however we don’t advise this treatment for anyone who has recently suffered a fracture, suffers with acute inflammation or infection, has any joint conditions that cause pain or reduced joint movement, hypermobility, hematoma or any other soft tissue trauma.
We don’t recommend 1-2-1 Assisted Stretch for pregnant clients, especially in the first trimester. The stretch involves a prolonged period of time laid on your back as well as on your front which is not advised during pregnancy. We suggest you speak to a health professional for further advice on stretching safely throughout your pregnancy.

Infrared Sauna

Infrared saunas offer a vast range of benefits including improved circulation and injury recovery, post-exercise muscle recovery, improved circulation and removal of toxins, stress reduction and skin health. These saunas help to boost your immune system and in turn help to fight disease. These benefits contribute to an overall sense of well-being and can be a valuable addition to a wellness routine.
When teamed with the ice plunge for contrast therapy, the sessions are 1 hour long and you can spend as much time alternating between hot and cold therapy. A single sauna session can be 25 or 55 minutes. Frequency and length of sessions depends on your tolerance and health goals. We recommend building your time in the sauna up as your body gets used to the conditions.
The sauna is a 1 or 2-person experience. The session cost is based on the length of the session so does not increase with more users.
The infrared sauna is cooler than a traditional sauna and the temperature falls between 45 and 60 degrees celsius.
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To prepare for a sauna session, it’s important to start with proper hydration. Ensure you’re well-hydrated before entering the sauna, choose comfortable clothing or a bathing suit, depending on your preference. Before entering, take a quick shower to remove any lotions, oils, or impurities from your skin. You can take water into the sauna with you to maintain hydration levels.
During a sauna session, you can expect to gradually heat up, start sweating, and experience relaxed muscles. This promotes a sense of calm and well-being. It’s a great opportunity for relaxation and stress relief.
After a sauna session, you can expect to feel relaxed, refreshed, and possibly slightly fatigued. The release of tension and improved circulation can leave you with a sense of well-being. It’s common to feel a pleasant warmth in your muscles. Additionally, you may experience improved flexibility and a general feeling of rejuvenation. Keep in mind that staying well-hydrated post-session is important to replenish lost fluids from perspiration.
Sauna use frequency varies. Generally, we recommend 2-3 times a week but some may prefer to come daily. Regular use (2-3 times a week) will allow greater exposure to the infrared and is likely to increase the desired benefits. However, we advise that you speak to a health professional if you have any concerns about usage.
Sauna use can lead to dehydration due to sweating, so staying well-hydrated is crucial. Individuals with cardiovascular issues should consult a healthcare professional before using a sauna.
The sauna is not permitted for those in their first trimester. If you are in your second or third trimester, it’s crucial that you consult your doctor or midwife before using the sauna. They can provide personalised advice based on your specific health and pregnancy status.
Those who are pregnant in their first trimester, any cardiovascular conditions, history or heart attacks, high blood pressure, tachycardia, heat sensitive conditions, multiple sclerosis, lupus, any metal implants should be checked with your doctor, fever or acute illness, dehydration, skin conditions such as open wounds or lesions on the skin. Younger children and elderly should be accompanied.

Contrast Therapy

Contrast therapy is a technique that involves alternating between hot and cold temperatures using an infrared sauna and an ice bath. It is an effective way to improve circulation, reduce inflammation, speed up muscle recovery and elevate your mood. The heat from the sauna causes blood vessels to dilate, which improves blood flow and reduces inflammation.

The cold from the ice bath causes blood vessels to constrict, which also improves circulation and reduces muscle soreness. This contrast between hot and cold temperatures helps to improve overall recovery and reduce the risk of injury. Using them together as contrast therapy can have a powerful impact on the body’s circulation and recovery.

Contrast therapy offers various benefits. It enhances circulation, reduces inflammation, and promotes muscle recovery. The hot phase relaxes muscles and improves flexibility, while the cold phase reduces swelling and alleviates pain. The changing temperature also acts as a stressor on the body making it more resilient to changing conditions – it copes better and functions more efficiently to adapt to the extremes of hot and cold. Contrast therapy also boosts our immune response preventing illness.

Contrast therapy sessions are 25 or 55 minutes. In this time you can alternate between the cold and hot therapies as many times as you like. We recommend starting with 10-20 minutes in the sauna to allow your core temperature to heat up followed by 1-3 minutes in the ice plunge. Ideally, the longer you can withstand the cold of the ice plunge, the better! In this way you will experience a greater temperature change from hot to cold.

The key is to alternate between the treatments and experience the vast change in temperatures, this is more important than duration in each.
Always listen to your body’s signals during contrast therapy. If you are new to this practice, start with short durations at each temperature and gradually build as your body becomes accustomed to the conditions.

The contrast therapy is a 1 or 2-person experience. The session cost is based on the length of the session so does not increase with more users.
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We do not offer cold plunge as a therapy on its own. As the benefits are similar to cryotherapy, we recommend doing cryotherapy instead of cold plunge if you are looking to experience the benefits of cold therapy. This is because cryotherapy is much quicker and painless.
We do not advise pregnant clients to undertake contrast therapy as the body is put under stress in its exposure to extreme temperature changes. It is always best to speak to a health professional if you are considering undertaking any new treatments including contrast therapy. This will ensure the safety of you and your baby.
Those who are hypersensitive to cold temperatures or with any circulatory conditions. Anyone with open sores or skin infection, pregnant, or with a pacemaker should not do this treatment, recent injuries or surgery, Raynaud’s disease, cardiovascular conditions such as hypertension, history of heart attacks, certain medications that affect the body’s ability to regulate temperature. If you are interested in contrast therapy but are unsure if you are able to undertake this treatment, please check with your doctor.

Compression Boots

Compression boots, also known as compression leg sleeves or recovery boots, are wearable devices designed to improve blood circulation and enhance recovery after physical activity or medical procedures. They consist of a set of inflatable chambers that wrap around the legs and are connected to a compressor.
Compression boots enhance circulation and lymphatic flow, reducing swelling and aiding muscle recovery. They are favoured by athletes for faster healing and improved performance. Additionally, they help prevent conditions like deep vein thrombosis and can benefit individuals with edema or lymphedema.
Sessions are 20 or 40 minutes.
Before a session with compression boots, wear comfortable, loose clothing and remove any jewellery from your legs. Sit in a comfortable position, put on the boots snugly, and start the session. Relax during the treatment, and if you experience any discomfort, communicate it to the staff. After the session, gently remove the boots.
During a session with compression boots, you can expect to feel a comfortable, rhythmic pressure on your legs. This sensation is often described as soothing, similar to a gentle massage.
After a session with compression boots, you can expect to feel refreshed and invigorated. Many users experience a reduction in muscle soreness, particularly if they were physically active beforehand. Additionally, you may notice improved flexibility and a sense of lightness in your legs. It’s common to feel an overall sense of well-being and relaxation. Remember that individual experiences may vary, so it’s important to communicate any concerns or unusual sensations with the staff.
Generally speaking, a healthy individual can use compression therapy 4-6 times per week. It is particularly invigorating after a tough training session and during longer training periods for high-endurance events such as marathons, triathlons, and other athletic competitions.
Absolutely. Compression treatment is quite pleasant for the majority of individuals. While compression therapy does provide pressure to the treated region, most individuals find the treatment to be quite soothing and enjoyable. As always, talk with your Physical Therapist if you notice significant pain while receiving the therapy.
Using compression boots is generally safe and beneficial for most individuals. However, there are certain risk factors to consider. People with conditions like Peripheral Arterial Disease (PAD), a history of Deep Vein Thrombosis (DVT), or specific nerve disorders should exercise caution and consult a healthcare provider before using compression boots. Additionally, individuals with skin infections, open wounds, or sensitive skin should avoid using the device on affected areas. Pregnant individuals, those with heart conditions, and individuals with uncontrolled high blood pressure should seek guidance from a healthcare professional before using compression therapy. It’s essential to use the device correctly to prevent any discomfort or complications.
If you’re pregnant, it’s crucial to consult your healthcare provider before using compression boots. They can provide personalised advice based on your specific health and pregnancy status.

Red Light Therapy

Red Light Therapy is a non-invasive treatment method that uses low level wavelengths to help treat skin conditions, repair muscle tissue and promote healthy ageing. Red light therapy works by exposing your skin to low levels of red light, which penetrates your cells and activates mitochondria to generate energy and assist in making your cells work more efficiently. The increase in energy means the cells function more effectively to repair skin and boost cell growth.
Red Light Therapy offers a range of benefits. It stimulates cellular activity, enhancing functions like energy production and cellular repair. This therapy has shown promise in promoting wound healing, reducing inflammation, relieving pain, improving skin conditions, and supporting muscle recovery. Additionally, it’s a non-invasive and painless treatment, making it a popular choice for various health and wellness applications.
Session times are determined by your health goals, but we recommend 30 minute sessions to maximise the benefits and allow enough exposure to the red light as possible.
There is little preparation for a red light therapy session. It is important that as much skin is exposed to the red light as possible so this will determine how you dress. You will have access to changing facilities at KOYO to dress for your session. It is also important that your skin is clean and free from any lotions or oils in order to get maximum benefits from the light exposure. If you have specific areas to expose to the light, this should be free from clothing, jewellery and other coverings.
Red Light Therapy is non-invasive and painless so it is a pleasant experience. You can use your time in the session to relax and enjoy a breath work session, listen to music, meditate or complete a workout on the power plate.
Red Light Therapy is generally safe with minimal risks. However, it’s important to use proper eye protection to shield your eyes from the intense light. Additionally, if you have a history of light-sensitive conditions or are taking medication that increases sensitivity to light, consult a healthcare provider beforehand. Lupus and epilepsy sufferers are also not able to use this service.
If you’re pregnant, we do not recommend using the red light therapy cabin. However, it’s crucial to consult your healthcare provider before undergoing any treatment. They can provide personalised advice based on your specific health and pregnancy status.

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Redefining Health and Wellness

7 The Quadrant
Richmond, London
TW9 1BP

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07572190432
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