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Understanding and Policies
Please know that I strive to be understanding and compassionate, often addressing situations on a case-by-case basis, as I truly recognize that life happens. Emergencies, unforeseen circumstances, and last-minute changes are all part of life, and I aim to accommodate when possible.
However, I ask for your understanding in return. Late cancellations, no-shows, and other disruptions occur multiple times a week, and sometimes even several times in a single day. As a small business and solo practitioner, I rely heavily on clients keeping their appointments. These occurrences can be financially detrimental to my practice, impacting my ability to sustain and grow my business.
Policies are not in place to penalize clients but to protect the viability of my practice. Without these boundaries, the harm caused by missed appointments and last-minute changes would be overwhelming. Your cooperation helps ensure I can continue to provide the quality care and services you deserve. Thank you for your understanding and support!
Payment Policies
To ensure a smooth booking and payment process, please review the following policies carefully:
All prepaid services are nonrefundable; All services non-transferable
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Prepayment for all service required
Prepayment is required and must be made using a credit/debit card, HSA, or Independent Health Extras card only. The booking system does not accept the Square E-Gift Cards as payment
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Using Gift Certificates or Account Credits:
If you wish to use a gift certificate or account credit, please book under the Gift Certificate/Account Credit Category
Note: A credit card on file is still required when booking.
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Rebooking In-Office Payments:
Payment for in-office appointments can be made using:-
Apple Pay
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Google Pay
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Tap to Pay
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Credit/Debit Cards
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HSA Cards
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Independent Health Extra Cards
For cash payments, please bring the exact amount, as no cash is kept on the premises to provide change.
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Cancellations
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Cancellation Policy: Clients may cancel their appointments up to 24 hours prior to the scheduled time without penalty.
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If you need to cancel a prepaid service before the late cancellation period, contact me via text message (preferred) or phone call at 716-218-0676. Please include:
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Your full name
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Date and time of your appointment
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Rescheduled appointments must occur within 30 days of the original appointment if prepaid. Only one reschedule is allowed per appointment. If the appointment is not rescheduled within this period, the prepaid service will be forfeited.
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Appointments canceled within 24 hours of the scheduled time will be subject to the Late Cancellation Policy below.
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Late Cancellations
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Definition: Any appointment canceled within 24 hours of the scheduled time.
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Result:
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If prepaid, the session will be forfeited.
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For non-prepaid services:
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100% of the service fee will be charged to the card on file.
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Gift card/account credits will be redeemed, and any remaining balance will be charged to the card on file (if applicable).
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Process: To reschedule within the late cancellation period, please text me at 716-218-0676 or email me at angelajessie@massageislifellc.com with your full name. Once I cancel your appointment, you may go online to book a new appointment, which will require a new payment.
No-Show Policy
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Definition: A client who does not arrive for their appointment and does not notify the business by 15 minutes of the scheduled time.
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Result:
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Prepaid sessions will be forfeited.
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For non-prepaid services:
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100% of the service fee will be charged to the card on file.
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Gift card/account credits will be redeemed, and any remaining balance will be charged to the card on file (if applicable).
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Future Bookings: Clients who no-show will no longer be able to book future appointments. (Case-by-case basis)
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If the card on file cannot be successfully charged for any applicable fees agreed upon when booking, the client will no longer be permitted to book future appointments at Massage is Life.
Repeated Cancellations
Massage is Life reserves the right to refuse future bookings for clients with a repeated history of late cancellations, no-shows, or frequent reschedules. Clients will receive a warning via email or message before booking privileges are revoked.
Sick Policy
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If you arrive sick, your appointment will be canceled, and the session will result in:
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Loss of session (prepaid or gift certificate)
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Full charge of service (if not prepaid)
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For everyone’s safety, please reschedule if you’re feeling unwell.
Inclement Weather Policy
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There is no penalty for cancellations due to inclement weather, travel bans, or weather advisories.
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Clients may reschedule with no penalty. Refunds will not be issued for weather-related cancellations.
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I monitor weather conditions closely, as I commute from Buffalo, where conditions can differ significantly across regions.
Therapist Cancellation Policy
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If I need to cancel your appointment due to illness, family emergencies, or other unforeseen circumstances, the following options are available:
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For prepaid sessions (not packages):
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Refund: You can request a full refund, which may take 5-7 business days to process depending on your financial institution.
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Reschedule: If you choose to reschedule, you will receive a $30 account credit after your rescheduled visit.
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For non-prepaid sessions:
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Cancel: You may cancel without penalty.
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Reschedule: If you reschedule, you will receive a $30 discount at checkout during your rescheduled appointment.
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Note: If you cancel, the $30 discount will not apply.
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For packages:
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You will receive a $30 account credit, which can be applied to oil upgrades, future package purchases, or services.
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Sick Policy & Covid-Flu Policy
Your health and safety, as well as mine, are of utmost importance. Please review the following guidelines:
Feeling Unwell
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If you are feeling unwell, please refrain from attending your appointment.
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If you arrive exhibiting symptoms such as fever, coughing, or continuous sneezing, your session will be canceled, and you will forfeit your session with the full cost of service charged.
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Please be mindful: When I am unwell, I am unable to work, which results in financial loss. Your consideration is greatly appreciated.
Vaccinations
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After receiving a COVID-19 or flu shot, it is recommended to wait 3-4 days before getting a massage. This allows your body time to adjust and respond to the vaccine, especially as mild side effects (e.g., soreness, fatigue, or fever) are common.
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Waiting a few days ensures that your immune system has time to process the vaccine and reduces the risk of discomfort or aggravating symptoms during your massage.
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Listen to your body—if you’re experiencing vaccine-related symptoms, please wait until they subside before booking your session.
Face Masks
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Face masks are optional. Please do what makes you feel most comfortable during your session.
Awaiting Covid-19 Test Results
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If you are awaiting the results of a COVID-19 test, please reschedule your appointment until you receive a negative result.
Skin Conditions
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If you have ringworm, warts, or rashes, please cancel and rebook your appointment once cleared by a medical professional.
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If these conditions are discovered during your appointment, your session will be terminated, and you will forfeit your session.
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Please ensure that any diagnosed skin conditions are listed on your annual intake form.
Positive Covid Test
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If you test positive for COVID-19, please rebook your appointment once you test negative.
Rescheduling and Cancellations
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When canceling or rescheduling, please adhere to the late cancellation or no-show policy to avoid penalties.
Thank you for your understanding and cooperation. These policies are in place to maintain a safe, healthy, and professional environment for everyone.
Appointment Policies
To ensure a smooth and professional experience, please review the following policies:
Arrival and Timing
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Late Arrivals: If you arrive late, your session will still end at the scheduled time to accommodate the next client.
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Arrival Time: Please arrive at least 5 minutes early, but no more than 10 minutes before your appointment.
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Locked Door Policy: If the door is locked, please do not knock. It will be unlocked 10 minutes prior to your appointment time.
Running Late
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If you are running late, please be courteous and contact me via phone ONLY at 716-218-0676 (text preferred).
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Do not contact me via social media messenger or email for time-sensitive updates.
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If you are more than 15 minutes late without contacting me, you will be considered a no-show, resulting in:
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100% of the service charge,
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Loss of prepaid session, or
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Gift certificate redemption (whichever is applicable).
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Session Timing
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Sessions will end at the scheduled duration, regardless of early or late arrivals. For example, if your session is scheduled to end at 12:25 p.m., it will conclude at that time even if it starts early.
Appointment Modifications
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No changes (e.g., duration or time adjustments) can be made within 24 hours of your appointment.
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Please note that all services are non-transferable.
Forms and Confirmations
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Annual Intake Form: Please ensure all required forms are completed prior to your appointment. Failure to complete the intake form may result in reduced hands-on time, as it is a mandatory state requirement before receiving services.
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Appointment Form: Two days before your appointment, you will receive an "appointment form." This form must be completed and submitted by 8 a.m. on the day of your appointment.
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Confirmation Notifications: You will receive an automated text/email 48 hours prior to your appointment. If you need to reschedule, follow the instructions provided in the notification.
Medical Clearance Policy
Your safety and well-being are my top priorities. To ensure a safe and effective massage experience, Massage is Life requires medical clearance from your healthcare provider in the following cases:
After Surgery
Clients recovering from surgery must provide written medical clearance from their doctor before receiving a massage. This ensures:
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Your body has healed sufficiently to tolerate massage.
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There is no risk of complications that could interfere with your recovery.
The clearance should confirm that massage is safe and appropriate for your specific post-surgical condition.
Pregnancy
For pregnant clients:
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Medical clearance is required for high-risk pregnancies or when specific concerns exist.
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For low-risk pregnancies, clearance is not mandatory but is strongly recommended. Always consult with your doctor to ensure the safety of both mother and baby during massage therapy.
Postnatal (After Childbirth)
After childbirth, clients must provide medical clearance before receiving a massage, particularly in the following cases:
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Recovery from a C-section.
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Any post-birth complications.
This helps ensure that your body has properly healed and is ready for therapeutic treatment without risking discomfort or interfering with your recovery.
Severe Illnesses or Diseases
Clients with severe medical conditions or diseases (e.g., cancer, cardiovascular conditions, autoimmune disorders) must provide written medical clearance. This ensures:
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Massage therapy is appropriate for your condition.
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It will not interfere with ongoing treatment or recovery.
Why This Policy Is Important
This policy is designed to prioritize your health and ensure that massage therapy supports your well-being without causing harm or complications.
If you have any questions about this policy or need assistance obtaining medical clearance, please don’t hesitate to reach out. Your safety is my utmost priority, and I appreciate your understanding!