Client appointment policy

Client Intake Packet Submission

After Every Booking, It Is Imperative You Verify That You’ve Received An Appointment Confirmation Email. If You Are Unable To Locate This Email, Your Appointment Has Not Been Confirmed In Our System. If You Experience Difficulty Booking Online, Reach Out To Us For Assistance.

Once Your Appointment Has Been Confirmed, Regardless Of How Far Out Your Appointment Is Scheduled For, All Clients Are Required To Complete And Submit Their Intake Packet By 10AM The Day After Booking.

This Packet Includes:

General Medical History
Service-Specific History
Acknowledgment Of Our Appointment Policies
Credit Card Authorization Form

This Packet Should Only Take About 15 Minutes To Complete But Is Crucial For Us To Provide You With The Best Possible Care, As They Allow Our Providers To Review Your Information Prior To Your Arrival Giving Them Time To Reach Out To You Should There Be A Concern.

New Clients Will Automatically Receive Two Additional Emails Right After Their Confirmation With A Link To The Intake Packet. Established Clients Are Required To Resubmit Their Packet Annually, Or Anytime There Is A Significant Update To The Packet. In These Cases, Because We Currently Do Not Have The Capability To Send These Automatically, You Will Receive An Email Containing The Link By Close Of Business The Day You Book. As A Courtesy, We’ll Notify You Via Text Once It’s Been Sent.

It’s Important To Remember, Intake Packets Must Be Completed And Submitted By 10AM The Day After Booking. Failing To Meet This Expectation Will Result In The Cancellation Of Your Appointment.

Short-Term Appointment Booking Limits

We Understand That Fitting Appointments Into Busy Schedules Can Be Challenging In Today’s Fast-Paced World. However, While It May Seem Convenient, Appointment Hoarding - Booking Multiple Sessions Within A Short Time Frame With The Intention Of Attending Only One - Creates Significant Issues. This Practice Prevents Others From Receiving The Care They Need And Deserve And Leads To Lost Revenue And Scheduling Disruptions For Our Providers.

To Ensure Appointment Times Remain Accessible To All Clients And To Minimize Last-Minute Disruptions, We Have Implemented The Following Booking Limits:

Clients May Independently Schedule One Massage Therapy Service And One Esthetics Service Within A Rolling 7-Day Period.
If Additional Services Are Needed, They Can Be Reserved By Coordinating With A Member Of Our Team. A Non-Refundable Deposit Equal To 50% Of The Scheduled Service Will Be Required. This Deposit Will Be Applied To The Balance Due At Checkout But Will Be Forfeited If The Client Cancels, Reschedules, Or Fails To Attend.
Clients May Cancel And Reschedule Once Within A Rolling 30-Day Period. Additional Cancellations Or Rescheduling Within That Time Frame May Result In Limitations On Future Booking Privileges.

Late Arrivals

Your Appointment Is Important To Us And Is Reserved Especially For You. To Be Respectful Of Both Your Time And Ours, It’s Essential That You Arrive On Time For Your Scheduled Service.

We Understand That Unforeseen Delays Can Happen Due To Circumstances Outside Of Our Control. However, Out Of Respect For Clients With Appointments Following Yours, If You Arrive More Than 10 Minutes Late, Your Provider May Take One Of The Following Actions:

Require You To Reschedule Your Appointment For A Later Date, Marking The Current Appointment As A Late Cancellation And Charging The Appropriate Fee.
Allow Your Scheduled Service To Proceed, But Please Note That The Time Lost Due To Tardiness Will Be Deducted From The Service Duration. You Will Still Be Responsible For The Full Cost Of The Service.

To Avoid Fees for Late Cancellations or Missed Appointments

Please Inform Us Of Any Necessary Changes To Your Appointment By 10AM The Day Prior To Your Scheduled Service.

As An Example:

For A Tuesday Appointment, Notification Must Be Received By 10AM Monday.

If You Are Unable To Reach Us By Phone, It Is Imperative That You Leave A Voicemail To Ensure Your Request Is Properly Time-Stamped, As A Missed Call Alone Will Not Be Accurately Captured In Our System.

While You May Receive Text Or Email Reminders About Upcoming Appointments, It Remains Your Responsibility To Keep Track Of And Attend All Scheduled Appointments In A Timely Manner.

Late Cancellations and Missed Appointments

A Late Cancellation Is Defined As A Client Notifying Us Of The Need To Cancel An Appointment After 10AM The Business Day Prior To The Scheduled Service, But At Least One Hour Before The Appointment’s Start Time.

Fees Associated With Late Cancellations Are Assessed Over A Rolling 12-Month Period As Follows:

1st Occurrence: Fee Equal To 50% Of The Scheduled Service
2nd Occurrence: Fee Equal To 75% Of The Scheduled Service
3rd And Subsequent Occurrences: Fee Equal To 100% Of The Scheduled Service

Failing To Attend A Scheduled Appointment Without Notice, As Well As Late Cancellations Made With Less Than One Hour’s Notice, Will Result In A Fee Equal To 100% Of The Scheduled Service.

All Fees Related To Late Cancellations And Missed Appointments Will Also Incur The Following Service Charges Applied To The Final Amount Charged To The Card On File:

For Services Priced At $80 And Above: A $4 Service Charge Will Be Applied
For Services Priced Under $80: A $3 Service Charge Will Be Applied

Additionally, If Payment Cannot Be Processed With The Card On File, No Further Appointments Will Be Accepted Until The Account Has Been Paid In Full.

Excessive Late Cancellations And Missed Appointments

Should Either Of The Following Occur During A Rolling Six-Month Period, Clients Will Lose Scheduling Privileges And May Be Asked To Continue Their Care With Another Provider:

Three Or More Combined Occurrences Of Late Cancellations And Missed Appointments
Two Or More Occurrences Of Missed Appointments

Illness-Related Cancellations

To Ensure A Safe And Healthy Environment For Our Staff And Clients, Anyone Canceling An Appointment Due To Illness (Whether Their Own, A Family Member’s, Or Potential Exposure To Someone Who Is Ill) Will Have Their Account Temporarily Locked. This Will Result In The Inability To Schedule Additional Appointments For A 14-Day Period, Allowing For An Appropriate Quarantine Before Rebooking, Provided They Remain Symptom-Free.

Charges Associated With Illness-Related Cancellations Are Considered Over A Rolling 12-Month Period And Require A Minimum Notification Of One Hour Prior To Appointment Time, As Follows:

1st Occurrence: Fee Will Be Waived On The Honor System
2nd Occurrence: Fee Will Be Waived With Medical Documentation Provided
3rd And Subsequent Occurrences: Fee Equal To 100% Of The Scheduled Service Will Be Charged, Regardless Of Circumstances

Extenuating Circumstances

We Understand That Life Can Be Unpredictable. If You Believe There Are Extenuating Circumstances That Contributed To A Late Cancellation Or Missed Appointment, You May Submit A Request To Have The Resulting Fee Waived.

Requests Must Be Sent To anymanagementteam@gmail.com Within 48 Hours Of The Missed Or Canceled Service And Will Be Considered On A Case-By-Case Basis. All Requests Must Include A Written Explanation Of The Contributing Circumstance, Along With Any Relevant Supporting Documentation.

After Reviewing The Information Provided, A Member Of Our Management Team Will Contact You To Discuss Your Situation.

Please Note:

Submitting A Request For A Fee Waiver Does Not Guarantee Approval. Management Will Carefully Review Each Request Individually And Make A Determination Accordingly.
If A Fee Waiver Is Approved, No Further Requests Will Be Considered For A Minimum Of Twelve Months.
Fee Waivers For Late Cancellations And Missed Appointments Due To Scheduling Conflicts (Ex. Childcare, Work, Other Commitments) Or Weather Events (Unless Local Emergency Personnel Have Issued A Statement Instructing The Public To Shelter In Place During A Period That Overlaps With Your Appointment) Will Rarely Be Granted.