Updated November 2024

At Deep Roots Massage Therapy, we are committed to providing exceptional service to our clients while ensuring fair compensation for our therapists.  To achieve this balance, we have established the following policy regarding last-minute cancellations and no-shows. Please note the charging of fees is subject to Front Desk Administration & Management’s discretion.

DEFINITIONS:

Last-Minute Cancellation: A cancellation made within 24 hours of the scheduled appointment time.

No-Show: A client who does not arrive for their scheduled appointment without prior notice or contact.

Late-Arrival: A client who arrives more than 10 minutes late for their scheduled appointment time. If you arrive more than 20 minutes late for your scheduled appointment time, your appointment may be forfeit. This ensures fairness to our therapists and other clients.

First-time Clients: A client who has not had a massage or wellness class appointment at Deep Roots Massage Therapy in the past.

Regular Clients:  A client who has had at least one (1) massage or wellness class appointment at Deep Roots Massage Therapy in the past.

POLICY DETAILS:

Last-Minute Cancellations

Fees for Last-Minute Cancellations: Clients who cancel their appointments within 24 hours of the scheduled time will be subject to a 50% of the service fee.

Rescheduling: We understand that unforeseen circumstances can arise.  Therefore, we will make every effort to reschedule the canceled appointment to a more convenient time for the client, without incurring any charges.  If rescheduling isn’t possible, there still may be fees associated with the canceled appointment.

Case-By-Case Waiver: Our primary goal is to provide exceptional care to our clients.  In cases where a last-minute cancellation is due to a genuine emergency or extenuating circumstances, we may waive the associated fees.  Please contact our clinic to discuss your situation with our staff.  Please note the charging of fees is subject to Front Desk administration & Management’s discretion.

No-Show

Fees for No-Shows: Clients who do not show up for their scheduled appointments without prior notice or contact will be subject to a fee.  The fee will be determined as follows:

First-time Clients: An automatic 50% of the original service fee will be charged to the valid credit card on file. Second no-shows will be subject to a 100% charge of the original service cost. No exceptions.

Regular clients: Depending on the circumstances, no-shows are subject to 50% or 100% of the service cost.

Late-Arrivals

Late arrivals may not receive the full session time allotted for the treatment service booked.

If you arrive more than 20 minutes after your scheduled appointment time (even with notice), you may forfeit the remaining time, and a last-minute cancellation or no-show fee may apply.  This ensures fairness to our therapists and other clients.  Fees will be assessed based on the circumstances.

Full payment will be required for the original time booked.

Only the time massaged will be eligible for direct billing. The client is responsible for the remaining compensation for the booking time.

CLIENT RESPONSIBILITY

Clients are responsible for understanding and adhering to this comprehensive policy, including the requirement to have a credit card on file.

STAFF RESPONSIBILITY

Our staff is committed to implementing this policy with professionalism and empathy.  We will make every effort to assist clients in rescheduling their appointments, addressing concerns, and ensuring a smooth and enjoyable experience.

REVIEW AND RETENTION

We reserve the right to review and revise this policy as needed to maintain fairness and consistency in our service delivery.

At Deep Roots Massage Therapy, we highly value your patronage and are dedicated to providing you with the highest level of care.  We appreciate your understanding of our Last-Minute Cancellation / No-Show Policy, and Credit Card on File Policy, which helps us sustain our commitment to both clients and therapists.

If you have any questions or need to discuss a situation related to this policy, please do not hesitate to contact our clinic.  We are here to assist you and ensure your experience with us is exceptional.

Thank you for choosing Deep Roots Massage Therapy for your wellness needs.

Sincerely,

Management

We understand that sometimes plans change unexpectedly. However, to ensure fair treatment to all our clients and maintain the quality of our services, we have implemented the following cancellation policy:

Cancellations made within 24 hours of the scheduled class will incur a cancellation fee of 50% of the class booking fee.
To cancel your booking, please contact us directly via phone or email.

Cancellations made more than 24 hours in advance will not be charged any fees.

Thank you for your understanding and cooperation.

Valid Credit Card on File for All Bookings

(Updated June 2025)

Credit Card on File Policy

At Deep Roots Massage Therapy, we are committed to providing a seamless and respectful experience for both our clients and therapists. To ensure efficient scheduling and reduce last-minute disruptions, we require all clients to have a valid credit card on file at the time of booking.

Effective Date: November 1, 2023

Why We Require a Credit Card

Requiring a credit card on file helps us:

• Secure and confirm your scheduled appointment
• Minimize no-shows and late cancellations
• Respect the time and availability of our therapists
• Maintain fair and consistent booking practices for all clients

How Your Information is Stored

Your credit card information is securely encrypted and stored using industry-standard security protocols through our booking system. Our front desk and administrative staff do not have access to view your full card number once it is entered.

When Your Card May Be Charged

Your card may be charged in the following situations:

• No-Show or Missed Appointments: Full appointment fee will be charged if you do not attend your scheduled session without notice.
• Late Cancellations: If you cancel with less than 24 hours’ notice, a cancellation fee of up to 100% of the appointment fee may be charged.
• Late Arrivals: If you arrive late and the full session cannot be accommodated, the full treatment fee may still apply.
• Incidentals or Additional Services: Any charges not settled at the time of your appointment (e.g. supplies, upgrades, taping) may be processed using the card on file.
• Unpaid Direct Billing Claims: If an insurance claim submitted on your behalf is denied, partially paid, or becomes your responsibility, the balance may be charged to your card after reasonable notice.

Important Notes

• You will not be charged at the time of booking unless otherwise noted (e.g. for prepaid services).
• You may update your credit card information at any time by contacting our front desk or updating your profile through our online booking system.
• By booking an appointment with us, you acknowledge and agree to this policy.
• Couples Massage Bookings: For couples massage appointments, at least one party must have a valid credit card on file.  If a cancellation or no-show occurs, the cardholder will be responsible for covering any applicable fees for both parties.  By booking the couples massage, you agree to these terms.

We thank you for your cooperation in helping us maintain an efficient, respectful, and professional environment for all clients and therapists.

Security and Privacy:

Please rest assured that your credit card information will be securely stored, and our clinic adheres to strict privacy and security protocols to protect your sensitive data.

Please note, no credit card data is stored in Jane. When you enter credit card information into Jane, Jane creates and keeps a token that can be used to reference that information. However, the actual sensitive data is sent to and stored within our payment solution partner Stripe, who holds the highest security certification in the industry.

To read more about Jane Payments PCI compliance click here

CLIENT RESPONSIBILITY

Clients are responsible for understanding and adhering to this comprehensive policy, including the requirement to have a valid credit card on file.

STAFF RESPONSIBILITY

Our staff is committed to implementing this policy with professionalism and empathy.  We will make every effort to assist clients in rescheduling their appointments, addressing concerns, and ensuring a smooth and enjoyable experience.

REVIEW AND RETENTION

We reserve the right to review and revise this policy as needed to maintain fairness and consistency in our service delivery.

At Deep Roots Massage Therapy, we are committed to providing our clients with high-quality massage therapy services in a professional and ethical manner. Our ethics policy serves as a guide for all staff members and clients to ensure that we maintain the highest standards of integrity, respect, and client-centered care.

1. Client Dignity and Respect:

We treat every client with dignity, respect, and courtesy, regardless of their background, age, gender, race, religion, sexual orientation, or physical condition.

We maintain strict confidentiality regarding our client’s personal information and treatment details unless legally required in writing to disclose.

2. Informed Consent:

Before any massage therapy session, we obtain informed consent from the client, explaining the nature of the treatment, its benefits, and any potential risks or side effects.

Clients have the right to ask questions, refuse treatment, or terminate a session at any time without fear of judgment or reprisal.

3. Competence and Professionalism:

Our therapists are fully qualified, licensed, and continually strive to improve their knowledge and skills through ongoing education and training.

We adhere to the highest standards of professional conduct, including maintaining personal hygiene, proper attire, and punctuality.

4. Boundaries and Personal Relationships:

We maintain professional boundaries with clients and do not engage in any form of romantic, sexual, or exploitative relationship with them.

We do not accept gifts or gratuities from clients that may compromise our professional judgment.

5. Client Safety and Comfort:

We ensure a safe and comfortable environment for our clients by maintaining clean and sanitary facilities and equipment.

We monitor the client’s comfort throughout the session and adjust techniques and pressure as necessary.

6. Scope of Practice:

We provide massage therapy services within our scope of practice and do not attempt to diagnose medical conditions or provide medical treatment unless appropriately trained and authorized to do so.

7. Fees and Billing Transparency:

We provide clear and accurate information about our fees, payment methods, and cancellation/no-show policies.

We charge fair and reasonable fees for our services and do not engage in overbilling or unnecessary treatments.

8. Reporting Ethical Concerns:

Staff members and clients are encouraged to report any ethical concerns or violations to clinic management without fear of retaliation.

We take all reported concerns seriously and will investigate and address them promptly and confidentially.

9. Compliance with Laws and Regulations:

We adhere to all applicable laws and regulations governing the practice of massage therapy, including licensing requirements and professional standards.

At Deep Roots Massage Therapy Clinic, we are committed to upholding the highest ethical standards to ensure the well-being and satisfaction of our clients. We believe that adhering to these ethical principles is essential in building trust, maintaining our reputation, and providing outstanding massage therapy services.

This ethics policy is subject to periodic review and may be updated to reflect changes in laws, regulations, or best practices. All staff members and clients are expected to familiarize themselves with and adhere to this policy. Failure to comply with these ethical principles may result in disciplinary action, up to and including termination of employment.

We kindly request that all clients adhere to our established ethics policy. This policy is designed to ensure a safe and respectful environment for all individuals. In cases where a client’s behavior is inconsistent with our ethics policy and poses a challenge to maintaining a professional and comfortable atmosphere, we may need to reevaluate the suitability of continuing our therapeutic relationship.