Practice Policies

Hi!

Welcome to the least fun, but super important, part of my job. Please understand - I know that sometimes life happens and things get in the way of commitments, and I promise to try my best to work with you as much as possible so that this stuff below isn’t even a problem. But please understand that I am a one-woman show, a true small business, and my time is just as valuable as yours. That’s why I need to make these guidelines. So while these rules may sound harsh, I truly value your time, the time of all of my clients, and my own time to the highest degree. Thanks for being here, and I can’t wait to work with you!

-Cassie

Cash Massage Appointment Policies:

I understand that life can be unpredictable, and sometimes you may need to cancel or reschedule your appointment. However, as a small practice, my time valuable and limited, so I ask that you adhere to the following policies:

  • Cancellations: I ask that you provide at least 48 hours notice if you need to cancel or reschedule your appointment. This gives me time to fill your spot with someone else who may be waiting for an appointment.

  • Late Cancellations: For now, I have a 48 hour cancellation/rescheduling policy. Like I said, my time is valuable, especially at the start of this practice.

  • No-Show Fees: If you fail to show up for your appointment without any prior notice, you will be charged the full fee for the service you were scheduled for. If this happens 2 (two) or more times, you file will be flagged and you will only be able to book day-of appointments. You can be unflagged by reliably showing up to these appointments at least twice in a row.

  • Last-Minute Appointment Swapping: This is the best way to cancel or reschedule with late notice - just give your time slot to a friend! This is totally welcome!

  • Rescheduling: If you are unable to keep your appointment, please let me know as soon as possible to reschedule, and I will do my best to accommodate you. The rescheduling policy is also held to the same standard as the cancellation policy (see notice times and % charges above).

  • Late Arrival: Clients more than FIFTEEN minutes late who have not contacted me about their tardiness, will be forfeiting their service and will be charged 100% of the service fee.

  • Credit Expiration: All credits (pre-purchased) will expire ONE year after purchasing. No exceptions.

Insurance Massage Appointment Policies:

  • As an insurance-based practice, I am committed to maximizing the availability of appointments for all clients. Please ensure that the appointment you schedule is a time you can commit to attending.

  • Cancellation Notice: If you need to cancel or reschedule your appointment, please provide at least 48 hours notice. This allows me time to offer your appointment slot to another client in need.

  • Late Cancellation and No-Show Penalty: Because I cannot bill insurance for missed appointments, after ONE late cancellation or no-show, your file will be flagged and you will only be allowed to book day-of appointments, to mitigate the problem of missing future appointments. To gain full booking privilege back, you must promptly attend TWO appointments.

    The above policies are in place to minimize disruption and ensure that all available time slots are utilized effectively. Thank you for your understanding and cooperation.

Membership Policies:

I offer memberships to give rewarding discounts to my regulars, as well as an aid to keep you committed to your physical, mental, and emotional health. Members must adhere to the following policies:

  • Membership Levels: I offer two different membership options designed to fit your needs. Details of these memberships, including pricing and benefits are listed here, on the Services tab.

  • Membership Payment: Membership fees are due at the time of enrollment and will be billed monthly on the first or fifteenth of the month, based on the day of initial sign-up. By signing up for a membership, you agree to make timely payments according to the chosen membership plan.

  • Initial Membership Term: Memberships require a minimum SIX months commitment from each time you sign up. Early termination (within the first six months) is possible, by buying out the credits. This will make the credits of the remaining months available to you immediately. Meaning, if you sign up for a one-time per-month membership and wish to cancel after 4 months, with 2 months remaining, you must pay for the final 2 treatments now (at the 10% off membership pricing). You will have access to these credits for up to ONE year after purchase.

  • Cancellation of Membership: You may cancel your membership by providing a written notice 30 days prior to your next billing date AFTER your initial six months are over. After cancellation, you will retain access to any remaining credits (up to THREE) for up to one year. After the year, the credits will expire and no longer be redeemable.

  • Rollover Membership Credits: Clients are allowed to hold up to THREE credits at any given time. Any credits over THREE will be lost and no longer eligible for use. If you have concerns about this, please contact me as soon as possible and we can work to find solutions. I will not guarantee flexibility of these rules.

  • Sharing Membership Credits: The sharing of credits with anyone who is not the original recipient of the credits is not permitted at this time. No exceptions.

  • Missed Membership Appointments: Member appointments are held to the same standard as is stated above in “Cash Massage Appointment Policies”, under points, “Late Cancellations” and “No-Show Fees”.

  • Refunds: Membership fees are non-refundable. No exceptions.

Pilates, Movement Training, & Programming Policies:

Credits for in-person sessions and programming are typically purchased prior to coming in for your session, with the exception of drop-in or one-off sessions. Please adhere to the 48-hour cancellation policy, or you will lose the credit for the session, no exceptions.

  • Refunds: There will be NO refunds for Pilates, movement training, or programming for ANY reason. NO exceptions.

  • Late cancellations/no-shows: Please see point “Late Cancellations” and “No-Show Fees” under the section Cash Massage Appointment Policies above. The same goes for drop-in movement/Pilates sessions.

  • Late Arrival: Clients more than FIFTEEN minutes late who have not contacted me about their tardiness, will be forfeiting their service and will be charged 100% of the service fee.

  • Expiration: Movement training and Pilates credits do not expire.

Zero Tolerance Policy:

I have a zero-tolerance policy for any form of inappropriate or harmful behavior in my practice. My goal is to create a safe, respectful, and supportive environment for everyone.

  • Sexual Harassment: Any form of sexual harassment, including unwelcome verbal comments, gestures, or physical contact, is strictly prohibited. This includes behavior toward me, other clients, or anyone on the premises.

  • Violent Behavior: Aggressive, violent, or threatening behavior will not be tolerated under any circumstances. This includes physical violence, verbal threats, or any behavior that makes others, including myself, feel unsafe.

  • Discrimination: Discrimination of any kind—based on race, ethnicity, gender, sexual orientation, religion, disability, etc. will not be tolerated.

Enforcement: If any of the above behaviors occur, I reserve the right to immediately end the session and ask the individual to leave. If necessary, I will involve the authorities, and further services will be denied in the future.

I am committed to providing a space where all clients feel respected and supported. If you ever feel unsafe or uncomfortable during a session, please bring it to my attention right away so I can address the situation.

Privacy Policy (HIPAA compliance):

I am committed to maintaining the confidentiality of your personal and health information in accordance with HIPAA (Health Insurance Portability and Accountability Act).

  • Personal and Health Information: When you become a client, I will collect personal information such as your name, contact details, and health history. This information is necessary for me to provide safe and effective services tailored to your needs.

  • Confidentiality: All personal and health information provided will be kept confidential. I will not share your information with any third parties without your consent, unless required by law or for medical emergencies.

  • Electronic Communication: Any communication I have with you via email, text message, or other digital means is secure. However, I ask that you do not share sensitive health information through these platforms without first confirming the security measures.

  • Access to Information: You have the right to access, amend, or request a copy of your health records at any time. Please feel free to ask me for this information if needed.

  • Data Retention: I will retain your personal and health information for the duration of your treatment and for a period of time thereafter, in accordance with professional standards and state regulations.

Policies for Working with Minors (Under 18 years of age):

1. Age Requirements
I do provide services for minors (under 18 years of age) with the explicit consent and involvement of a parent or legal guardian. Minors must be accompanied by a parent or guardian during their first appointment for an initial consultation. Afterward, the presence of a parent or guardian may not be required unless specified otherwise for certain services.

2. Parental Consent
Before any services are provided to a minor, I require a signed parental consent form, which includes the following:

  • Acknowledgment of Services: A clear understanding of the services being provided (e.g., massage therapy, bodywork, pilates, etc.) and how these services may benefit the minor.

  • Health History and Concerns: A section where parents/guardians provide detailed health history, current medications, medical conditions, allergies, or any other relevant information that could impact the services provided to the minor.

  • Consent for Treatment: The parent or guardian agrees to allow the minor to receive the treatments outlined and consents to the potential physical contact involved in each service, if applicable.

  • Emergency Contact Information: In case of an emergency, the parent or guardian will provide reliable contact information and emergency medical consent if necessary.

3. Parental Involvement During Sessions

  • During Initial Appointment: A parent or guardian is required to be present for the minor’s initial appointment for consultation and to sign the necessary consent forms.

  • During Ongoing Sessions: For minors under the age of 18, a parent or guardian may be asked to remain in the waiting area or be available for consultation during the session, though they do not need to be present in the treatment room unless they feel it is necessary for comfort or safety.

    However, if a session requires the use of specific equipment or poses additional physical demands (e.g., Pilates reformers), the parent or guardian will be asked to sign an additional waiver of liability if they are not present during the session.

4. Minor Behavior Expectations
Minors are expected to adhere to the same rules of conduct as adult clients. Inappropriate behavior (including disruptive or disrespectful actions) will not be tolerated. If a minor cannot comply with behavior expectations, the session may be canceled, and no refunds will be issued.

5. Confidentiality and Privacy
The same privacy policies that apply to adult clients also apply to minors. I will protect the confidentiality of the minor's personal and health information in accordance with HIPAA standards. However, I will always keep the parent or guardian informed of any critical health concerns, injuries, or other notable issues that may arise during treatment.

6. Emergency Protocol
In the event of an emergency during the session, the following protocols will be followed:

  • The parent or guardian listed on the consent form will be contacted immediately.

  • If the parent or guardian cannot be reached, the emergency contact provided will be called.

  • If necessary, I will seek immediate medical assistance in accordance with the minor’s consent and health information on file.

7. Special Considerations
If there are any specific considerations related to the minor’s age, health, or physical condition (e.g., pregnancy, injury, or disability), I ask that the parent or guardian disclose this information at the time of booking or before the first session so that I can adjust treatments appropriately.