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How We Roll Policies

Late Arrival
Appointment times have been arranged for each client. If you arrive late your session may be shortened in order to accommodate the other appointments that follow yours. Depending on how late you arrive we will determine if there is enough time remaining to start a treatment. Regardless of the length of treatment actually given, you will be responsible for the full session rate. If you are running late and we can adjust the appointment time to accommodate you, we will do so. If you purchased a package of sessions you will forfeit one of your sessions even if we did not complete a full session. Please make every attempt to be here early.

24 hour advance notice is required when canceling or rescheduling. This allows the opportunity for someone else to schedule an appointment. Same day cancellations will be subject to a fee of equal value to the session cost. We understand that unanticipated events happen occasionally in everyone’s life. Car problems, illness and inclement weather are just a few reasons why one might consider canceling an appointment. However, we must be fair and effective to all of our clients and our therapists.

If a client presents with signs and or symptoms of illness that contraindicates massage (inebriation, sunburn, fever, undiagnosed rash, contagious infection) the session will be rescheduled for a later date. This is to protect both the client and the therapist. If you are sick, coming in for a massage will not make you feel better and you risk infecting your therapist and other clients. Please call and reschedule your appointment.

Anyone who either forgets or consciously chooses to forgo their appointment for whatever reason will be considered a “no-show”. They will be charged 100% of their regular fee for the visit with the credit card on file.

Repeated occurrence of late arrivals, late cancellations or no shows and or refusal to pay for additional fees applied in connection with these policies may result in having to pay for your appointment in advance or dismissal from the Studio. We agree to respect your time and any of your appointments scheduled with us. Our goal is to begin your appointments on time and notify you as soon as we can if any appointment needs to be rescheduled or cancelled.

Payment in full is expected for your treatment. All clients ,whether they have received treatment or booked an appointment, are bound by this policy with out prejudice or exception. Preferred forms of payment are cash and credit cards. Local checks are accepted with a valid CA State drivers license. We also accept Apple Pay.

Client Boundaries
The client may choose to leave on as much clothing as needed for comfort (Unless in an open stall. For open stall treatments, all clothes stay on), refuse any massage methods, and stop the massage at any time. For sessions in our private room, client will be modestly draped. Only the area being massaged will be undraped. Clients will be kept informed of the area or areas that will be massaged. We strive to maintain this space as a safe and non-judgmental environment.

Professional Boundaries
Requests for sexual activity will not be tolerated, will be viewed as solicitation, and reported to proper authorities. Under the guidelines of our Massage Therapy code of ethics, policies, and procedures the client will not be rescheduled if this occurs and will essentially be banned from all services provided by Massage Matters, Inc. Sexual interaction or discussion of any kind between the client and therapist is NEVER appropriate. All therapists have the right to refuse service and may end the session at anytime.

The discussion between therapist and client is confidential. The client may or may not choose to talk during the session. All clients receiving therapeutic care are required to fill out a health history form before the start of the initial session. All information is kept confidential. If necessary, we will request to speak with any and all medical professionals who are providing care in order to determine if the therapy is contraindicated. As with any type of treatment follow up sessions are encouraged. Although symptoms can be addressed during a single session most chronic conditions require consistent sessions on a regular basis.

(818) 233-8694
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