policies

​RESCHEDULE/CANCELLATION/NO SHOW POLICY

 

• As a small business owner, my cancellation policy supports the costs of the business to ensure that it can maintain operations when last minute changes arise.

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• There is a 50% fee of the reserved service due when you offer me less than 24 hours notice for your cancellation or rescheduling request. 

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• An invoice will be emailed to you via Square or Venmo when you cancel or reschedule with less than 24 hours notice.

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• I appreciate notice as far in advance as possible for cancellations and rescheduling. You will receive a reminder text / email 72 hours before your service date as a reminder and a prompt for any considerations around appointment changes needed. This offers me more time to connect with another client to connect with the appointment opening.

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• Anyone who either forgets or consciously chooses to forgo their appointment will be considered a "no-show".  A no show results in a full service fee due for the scheduled service. No show = not showing up for your appointment. Any fees you incur must be paid before a follow up appointment with me is scheduled.

 

• If you are paying for your service with a gift certificate, the balance due for your late cancel, late rescheduling or no show will be charged to your gift certificate and an invoice will be emailed to you for the missed service scheduled showing the gift certificate balance, or the remaining balance due.​​

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SICKNESS CANCELLATION GUIDELINES

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• If you feel ill - achy, sore throat, congestion, stomach ache, not sure if it is allergies or something else, reach out as soon as possible to cancel or reschedule your service. 

• During a massage, we are in extremely close proximity in a closed room for 60 - 120 min. If you are not well, or have someone in your household with an illness or contagious illness even if you are not experiencing symptoms - please reach out to cancel and reschedule your service.

• Antibiotics: Getting a massage while taking antibiotics and dealing with an active infection is generally contraindicated (unsafe) because increased circulation can spread pathogens or worsen inflammation

• Public Health Risk: If your infection is contagious, visiting a spa or clinic exposes other clients and staff.

• My policy is this - You as the client, have to have the awareness around what is happening with your health and wellness. If you have any question around how well you are feeling, feeling 'off', not yourself, the possibility of being sick but not sure, it is your responsibility to make the call to cancel the appointment to protect yourself from exacerbating your illness and to protect me, my other clients and cospace workers from illness.

• I 100% want you to cancel your appointment if you are unwell - there is no gray area with this policy for me. If you are well, come in and receive the amazing benefits of massage. If you are unsure - cancel, reschedule and see me when you are feeling like yourself with no questions. 

• Cancellations because of illness for a client feel disappointing. I connect with that! As a client - I have had to cancel a service with a practitioner in the past because I had an onset of of a stomach flu. I sadly was sick, I lost out on an opportunity to receive work I love, I paid the cancellation fee to the provider because their business is their livelihood. They lost out on the full fee of a service they were expecting to provide in their day and week for their business.

• I charge the cancellation fee regardless of reason so that I can maintain business operations. 

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ARRIVAL TIME POLICY

 

WHAT TIME SHOULD I ARRIVE FOR MY APPOINTMENT? 

 

NEW CLIENTS: Please arrive 15 - 20 minutes prior to your appointment start time to fill out a health intake form and for our initial consultation so that we begin your service at the scheduled time. i.e: scheduled appointment at 3:30P, arrive 3:15P. There is ARRIVAL TIME and TABLE TIME. Table time is the time I offer work for the scheduled appointment and I can not extend table time for late arrivals. 

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RETURN CLIENTS: Please arrive 5 - 10 minutes prior to your appointment unless you have had a significant change in your medical status like a surgery, injury etc, then please arrive 10 - 15 minutes prior so that we can have a more in depth consultation. If you always need to use the restroom before your service, I recommend a 10 min prior to appointment start time. 

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LATE ARRIVALS

Your appointment starts and ends at the time that it is scheduled.  Please arrive to your appointment accordingly to ensure the full service time and experience. The cost of the service does not change based on your arrival  time. In the event that you are more than 10 minutes late to your appointment, pure balance therapeutic massage reserves the right to enforce the cancellation policy.

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FORMS OF PAYMENT

• I accept cash, check, credit cards and venmo payments. Paperless receipts are offered with each transaction. I do not participate with any insurance company plans, workman's comp, or auto. My preferred method of payment is cash, check or venmo.​

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• ​Flexible Spending Accounts , HSA and FSA Payments

• If you use an HSA/FSA, you are solely responsible for ensuring that your payment is for an eligible expense and complies with all applicable laws and IRS guidelines.

• In some cases, a HSA/FSA debit card is able to be used as a form of payment for your service. 

• The client has the sole responsibilty of managing the FSA account and understanding its requirements and what is covered.

• My receipts include date of service, type of service, my NYS license number, the location address and phone number. Refunds will not be given for any service that is paid for with your FSA card that is denied by your FSA company for reimbursement. 

• My receipts are paperless and I do not offer receipt printing. To print your receipt, I recommend the local UPS in Hanover Square or Staples in Big Flats. Many FSA accounts accept emailed receipts at this point, so looking into the details of your FSA or contacting them to see if an email receipt is accepted may be helpful. I recommend contacting your FSA customer service to discuss massage therapy coverage and note that I do not have medical billing codes for my services.

• There is a $15 fee for service documentation requests, detailed receipts, and paper receipt printing requests.

 

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GENERAL POLICIES:

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• Massage Therapy is not a substitute for medical examination or diagnosis.  It is recommended that you see the appropriate licensed health care professional for that service. Massage therapists do not diagnose illness, disease, or any physical or mental disorder, nor do they prescribe medical treatment, pharmaceuticals, offer nutritional recommendations, or perform spinal manipulations.

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• SOCIAL MEDIA 
  Due to the importance of your confidentiality and the importance of minimizing dual relationships, I do not accept friend or contact requests from current or former clients on any social networking site Facebook, Instagram, etc.  I believe that adding clients as friends or contacts on these sites can compromise your confidentiality and our respective privacy. It may also blur the boundaries of our therapeutic relationship. I have an active business instagram page that you can follow for insight on current treatments, appointment availability and educational resources. I am not regularly active with the business FB page. 

 

• Inappropriate conduct is NEVER tolerated and results in the immediate termination of services. The full price of the service scheduled will be charged to your account and you will not be permitted to return to the studio. 

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• It is your choice to receive massage therapy, Thai Herbal poultice massage or the gua sha facial fusion work. My services may enhance the health and well-being of your body and mind.  This includes stress reduction, relief from muscular tension, spasm, or pain, or for increasing circulation or energy flow.

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• All Personal, Health, & Medical information is maintained in a confidential manner at ALL times.  Pure Balance Therapeutic Massage PLLC will never share or sell your personal information.

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• Minors: A signature by a parent or guardian is required on my initial intake form for clients who are under 18.

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• Gift Certificates: Gift Certificates are not refundable. They may not be exchanged for cash value and expire 1 year after purchase date. Gift certificates may be used towards any current service at Pure Balance. Left over balances are tracked and carried over for future sessions or you may break up your gift certificate into smaller amounts for multiple uses until you reach a $0 balance. Gift certificates will be charged for late cancellations, late rescheduling, and no show appointments. See policy above.