POLICIES

APPOINTMENT RESERVATIONS

Credit cards are required to reserve appointments. Credit cards are not charged at the time of booking. Credit card information is stored securely and is encrypted making it inaccessible to our team for anything other than invoice payment processing.

Our online booking system will send you an email reminder a week before your appointment, another 2 days before, a text message the day before, and a text message 2 hours prior to the appointment. These notifications will be sent based on the preferences you have selected for reminders. While we strive to make scheduling seamless, please understand that these reminders are a courtesy, and it is your responsibility to remember your appointment details. Please be mindful that missed reminders should not be considered a valid excuse for missing an appointment.

CANCELLATIONS

We require a minimum of 24 hours' notice for any changes to your appointment, including cancelling or rescheduling. Appointments cancelled within 24 hours of the scheduled time will be charged the full service fee. No exceptions will be made. Appointment availability is limited, and your appointment time is reserved just for you. Late cancellations prevent us from rebooking the slot, impacting both our therapists and other clients seeking appointments.

If you need to cancel or reschedule an appointment within the 24 hour period, please notify us by phone or by email if you cannot reach us by phone, as online cancellation is deactivated at the 24 hour mark. Notifying us as soon as possible gives our clinic time to notify the therapist and attempt to fill the time slot.

NO SHOW

Missed appointments will incur the full appointment fee, automatically charged to the card on file.

LATE ARRIVALS

Late arrivals will receive the amount of time that is remaining for the scheduled appointment. Clients who are more than 15 minutes late, unless previously arranged, will be considered a no-show.

To ensure your appointment runs smoothly, please arrive early if you need to complete or update your health history form. These forms are sent via email and can be filled out online prior to your visit. Health history forms must be completed before your appointment begins, as incomplete forms may reduce your treatment time. Arriving early or completing the forms in advance will help ensure your appointment starts at the scheduled time.

CLIENT CONDUCT

At Balanced Massage Therapy, we are committed to providing a safe, professional, and respectful environment for all clients and staff. Clients are expected to behave in a respectful and appropriate manner at all times during their visit. Any behaviour that violates these boundaries, including inappropriate comments, gestures, or actions, will not be tolerated. We have a zero-tolerance policy for any form of harassment, misconduct, or inappropriate behaviour towards our therapists and staff. Clients who engage in such behaviour will be asked to leave immediately and will be banned from scheduling future appointments. It is acknowledged that any violation may result in the termination of your treatment without refund.

When an appointment is missed or cancelled last minute it has a direct impact on our staff and therapists. These policies are necessary for our small business to continue to operate. We appreciate your understanding and thank you for your continued support.

Why do I need to enter a credit card on file to book an appointment?

We require a credit card on file to minimize missed appointments and late cancellations. With a high demand for our services and a waitlist of individuals eager for appointments, a missed treatment not only impacts you, but also affects the therapist and a potential client who could have utilized that time.
Is my credit card information safe?

Yes! Credit card information is securely encrypted through our booking software. The system creates and keeps a token that can be used to reference that information. The actual sensitive information is sent to and stored within our payment partner Stripe, which holds the highest security certification in the industry. Once a credit card is added to the account it is inaccessible to our team for anything other than invoice payment processing.
Will my credit card be charged at my appointment?

No! We offer direct billing to most insurance companies and any balances can be paid by cash, debit, or credit. However, you can ask us to charge it to the card on file at the end of your appointment if it is the card you want the payment processed through.
Is there an alternative to putting a credit card on file?

As an alternative, you can pre-pay for appointments in person instead of having credit card on file. Payments will be applied to your account as a credit and will be used in lieu of a credit card in the case of a late cancellation or missed appointment.