Updated October 2023

Introduction

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.

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.

POLICY DETAILS:

Last-Minute Cancellations

💲Fees for Last-Minute Cancellations: Clients who cancel their appointments within 24 hours of the scheduled time may be subject to a fee.  The fee will be determined as follows:

If the appointment is canceled within 24 hours notice but more than 12 hours in advance, a fee of 50% of the service cost may be charged. This will be determined at what time the call came into our clinic, or what time the email was received.

If the appointment is canceled within 12 hours of the scheduled time or less, a fee of 100% of the service cost may be charged.

📅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.

📞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.

No-Show

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

No-shows are subject to 50 or 100% of the service cost depending on the circumstances.

📅Rescheduling: We believe in second chances.  After a no-show incident, we will make every effort to reschedule the appointment to provide the client with the opportunity to receive the services they missed.  This rescheduled appointment may be subject to a pre-payment of services prior to the appointment.

📞Case-By-Case Waiver: We understand that emergencies and unforeseen situations can occur.  In such cases, we may waive the no-show fee.  Contact our clinic to discuss your situation with our staff.

Late-Arrivals

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

🌿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,

Gabrielle Succar

Owner, Deep Roots Massage Therapy

gabby@drmtmassage.ca

431-337-4162

Our venue holds limited seating and many of our Teach Touch Wellness Classes sell out. For this reason, we request that you cancel at least 24 hours before your scheduled class. This will allow us to offer your spot to another individual. You may email us at hello@drmtmassage.ca to cancel.

However, if you give us at least 72 hours’ notice of your need to cancel, we will fully refund your payment, if we receive less than 72 hours, but more than 24 hours’ notice, we add a credit to your account to be used toward another Wellness Class or massage service.

Please note, we do not offer refunds on cancellations within the 24-hours notice period.

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.