General Policies / Terms & Conditions

All clients are expected to understand and accept these policies prior to booking. Requests for exceptions, regardless of the reason for cancellation, cannot be taken into consideration.

At Massage Sense, when a reservation is made, we allocate a room and a therapist, blocking off the necessary time to ensure that your appointment receives our full attention. This prevents other bookings from occurring during that time. Therefore, your appointment is important to us and is reserved especially for you. We understand that there are many things that can come up in people’s day-to-day lives. However, in fairness to all clients as well as our therapists, this policy is in effect regardless of the reason for the cancellation.

For any appointment, therapists will wait up to 30 minutes past the scheduled time. If we haven’t heard from you by then, the therapist is no longer obligated to remain at the practice, and your appointment will be marked as a no-show. In the case of a flexible appointment, an invoice for the full amount will be sent to you, as outlined in our policy.

It is the client’s responsibility to arrive on time and remember the appointment. Upon booking confirmation, we send all the details, including the date, time, type of appointment, and therapist’s name, along with a link to add the event directly to your calendar. Massage Sense will not contact you to remind you of the appointment or confirm your attendance on the same day. We will only reach out to the client if a situation arises on our end that necessitates a change to the appointment.

APPOINTMENT TYPES

Massage Sense offers two standardized appointment types with distinct cancellation policies:

FIXED (Value Deal):

• No rescheduling option.
• No discount options.
• If you cancel or miss your scheduled appointment, no refunds will be provided (minimum 24-hour cancellation notice is not applicable).
• Should you be unable to make it to your appointment, you can choose to use your reservation and send someone else on your behalf.
• If Massage Sense has to cancel your reservation, you can choose to rebook with another therapist (subject to therapist availability) or receive a full refund.
• Special Combo Deals are considered fixed appointments, so the fixed appointment policy applies.

FLEXIBLE:

• With a flexible appointment type, you can reschedule or cancel your appointment free of charge with a minimum 24-hour notice.
• Attempting to change your appointment within 24 hours from your reserved treatment will be considered a cancellation, and the cancellation policy will be applied.
• Less than 24 hours’ cancellation will result in a charge equal to 50% of the reserved service amount.
• “No shows” and cancellations within 4 hours will be charged 100% of the reserved service amount.
• If Massage Sense has to cancel your reservation, you can choose to rebook with another therapist or accept a free cancellation.

Cancellation Charges for Flexible Appointments:

• We require a minimum of 24 hours’ notice prior to your scheduled appointment time to avoid any charges or penalties.
• Cancellations with less than 24 hours’ notice will be subject to our cancellation policy.
• Changing your appointment less than 24 hours before your reserved treatment will be considered a cancellation, and our cancellation policy will be applied.
• Cancellations made with less than 24 hours’ notice will result in a charge equal to 50% of the reserved service amount.
• “No shows” or cancellations made with less than 4 hours’ notice will be charged 100% of the reserved service amount.
• Cancellations more than 24 hours prior to the scheduled appointment can be done online using the cancellation link provided in the confirmation and reminder emails for flexible appointments. (Check your email inbox to locate our email, and scroll down until almost the end).
• Please note that last-minute cancellations via email will be considered invalid, and the client will be charged the full amount of the reserved service.

Cancellation Policy Details for Fixed Appointments & Special Combo Deals:

• Fixed appointments & Special Combo Deals cannot be rescheduled or canceled and are therefore non-refundable.
• If you are unable to attend your scheduled appointment, please consider sending someone else on your behalf.
• Please note that the cancellation link provided in our “Confirmation” and “Reminder” emails does not work for fixed appointments.

REFUND POLICY:

We strive to uphold the highest standards of service and transparency, including in our refund policy. Below is the circumstance under which you may be eligible for a refund:

• Cancellation or Rescheduling by Massage Sense: If we need to cancel or reschedule your appointment due to an issue on our end, you will always have the option to receive a refund. However, we also understand that you may prefer to reschedule your appointment instead, and the choice is entirely yours.

Disruptions beyond our control, such as unexpected noises originating from outside our premises, these instances do not entitle you to a refund.

GIFT CERTIFICATES:

The use of our certificates constitutes acceptance of the terms and conditions.

• Not redeemable for cash.
• Non-refundable.
• Can be used in multiple visits.
• Can only be redeemed for services.
• It can be transferred to another person.
• The policy applied depends on the type of booking chosen.
• Massage Sense cannot accept responsibility for lost, stolen, or damaged certificates.
• Gift certificates must be used within its validity

Usage of Gift Certificates:

Gift certificates can be used to purchase any loyalty package or book any appointment, regardless of the price or whether it is a Fixed or Flexible booking.

If the balance on your gift certificate exceeds the appointment price, the remaining balance will remain available for future use. If the balance of the certificate is not enough to pay for the selected appointment, you will only need to pay the remaining amount of the price.

Please note that gift certificates must be used within their validity period, and it is the client’s responsibility to book the appointment in advance to ensure slot availability. In the event that we need to cancel an appointment booked with an almost-expired gift certificate on our behalf, we will ensure that the certificate remains valid for the rescheduled session.

LOYALTY PACKAGES

Purchasing a loyalty package indicates understanding and acceptance of the terms and conditions.

Loyalty Packages:

• Packages must be used within their validity period.
• Loyalty packages are non-refundable.
• Packages can be upgraded
• The validity of loyalty packages will not be extended, except in cases where we cancel an appointment on the client’s behalf.
• It is the client’s responsibility to book their sessions in advance to ensure availability.
• Loyalty packages can be shared with a friend or family member
• Gift cards will not be issued from a loyalty package for gifting sessions to someone else.
• Loyalty packages cannot be purchased with Visa or Credit Card at our practice. However, they can be used when purchasing online.
• To utilize a loyalty package, it’s essential to book a flexible appointment. Consequently, the policies associated with flexible appointments are applicable to bookings made using loyalty packages.

LATENESS POLICY:

We kindly request that you arrive on time for your appointment. In the event of tardiness, we will strive to utilize the remaining time effectively, but please understand that a full session may not be possible.

SANITATION AND HYGIENE:

• Before and after each massage, our therapists meticulously wash their hands and forearms with hot, soapy water. Any breaks in their skin are covered with protective coverings.
• We ask that clients arrive at their massage therapy appointment in a clean state. Please inform your therapist of any skin breaks, which will be carefully avoided during the session.

SCOPE OF PRACTICE:

• Therapeutic massage is designed to enhance health by promoting body balance and efficient function.
• While massage stimulates the body’s natural restorative processes and reduces muscle tension, it is not intended to diagnose or treat any specific preexisting condition without written permission from a physician.
• Our massage therapists operate outside the scope of licensed medical professionals. Therefore, they do not diagnose specific body dysfunctions or provide treatment for particular conditions.

RESPECT OF CLIENT’S & THERAPISTS’ BOUNDARIES:

• At Massage Sense, we uphold a zero-tolerance policy towards inappropriate behavior or physical contact from either therapists or clients.
• Any form of sexual interaction or discussion between the client and therapist is strictly prohibited.
• Solicitation of a sexual nature, whether verbal or physical, will result in immediate termination of the session. The full session fee will be charged, and further appointments will not be accepted at Massage Sense. If necessary, law enforcement will be contacted.
• Modesty draping is always maintained, with only the area being massaged left uncovered. The breast and genital area will never be massaged under any circumstances.
• Contacting therapists directly or requesting personal contact information is strictly prohibited. Our therapists represent Massage Sense, and all communication should be conducted through our official channels at all times.

EXISTING AND NEW MEDICAL CONDITIONS:

• Clients are responsible for keeping their massage therapist informed of any current medical treatments and providing written permission from their physician, chiropractor, or physical therapist to continue with massage therapy.
• Additionally, clients must inform their massage therapist of any changes in their health conditions.

CORONAVIRUS – COVID-19 

We are implementing extra precautions for the intake of each client, reviewing health histories, and enhancing sanitation and disinfection practices.

Symptoms of COVID-19 include fever, fatigue, dry cough, and difficulty breathing.

By visiting our practice:

• You confirm that neither you nor any household members have experienced COVID-19 symptoms within the last 14 days.
• You affirm that neither you nor any household members have been diagnosed with COVID-19 within the last 30 days.
• You confirm that neither you nor any household members have knowingly been exposed to anyone diagnosed with COVID-19 within the last 30 days.
• You confirm that neither you nor any household members have traveled outside the country or to any city considered a “hot spot” for COVID-19 infections within the last 30 days.
• You understand that Massage Sense cannot be held liable for any exposure to the virus or other contagions due to misinformation on this form or the health history provided by each client.
• You agree to release the massage therapist and business from any liability for unintentional exposure or harm due to COVID-19.

Your massage therapist and all employees of this facility adhere to these standards and affirm the same commitment to safety and well-being.

ADDITIONAL POLICIES:

• It is imperative that clients thoroughly understand and accept the cancellation policy associated with their session. Please ensure you are familiar with and agree to the terms before booking your appointment.
• Furthermore, clients are responsible for their health and well-being. In the event of illness, it is expected that clients prioritize their health and refrain from attending a session, even if it means potential financial loss. This policy will not be altered due to sickness, and clients are expected to adhere to it diligently. Your health and the well-being of our therapists and other clients are of utmost importance to us.
• In the event that a therapist falls ill, we will cancel the session on our behalf to prioritize the health and safety of both clients and staff members.