Policies:
Arrival. Please make an effort to arrive within 5 minutes of your appointment time and refrain from arriving over 10 minutes early. This prevents congestion at the counter and helps prevent HIPAA-sensitive conversations from being compromised.
Late Arrivals may have their sessions shortened in order to accomodate other's whose appointments follow yours.
HSA/FLEX/Insurance are NOT acceptable forms of payments for services at this facility. Clients may choose to submit to their various medical underwriters for reimbursement but will be required to use Cash, Credit Card, or a valid Gift Certificate to receive service.
Practice and Appointment Policy
Cancellation, Rescheduling, and No Show Policy
Oswego Massage Therapy maintains a firm 24-hour Cancellation and Rescheduling Policy. Appointments must be cancelled or changed with at least 24 hours' notice. If less notice is provided, a fixed $50 fee is generated and sent via an online invoice to your email. Online booking privileges are temporarily suspended pending payment of this balance.
Put simply, Oswego Massage Therapy will not retain credit cards on file or arbitrarily charge an account. Because I believe this is a matter of personal responsibility, it allows the client to determine if they wish to seek future services. For fees not addressed within 14 days, it will be assumed that future appointments are no longer desired, and your profile will be permanently deactivated.
No-Show / No-Call: If contact is not made at all, or is made with less than 4 hours' notice, a fee equal to 100% of the scheduled service will be assessed under the same invoice process. A No-Show/No-Call situation from a new client with no prior history will result in immediate and permanent exclusion from any future care.
While every reason for a missed or late appointment is a "good reason" depending on perspective, it simply is not possible for a small clinic to absorb the downstream financial consequences of a client's misfortunes. Sometimes the unexpected happens and interferes with a person's schedule, but that financial strain cannot be the responsibility of the clinic. By proceeding with your booking request, you explicitly acknowledge and accept these terms of mutual respect.
True Pricing
Oswego Massage Therapy has moved away from tips, entirely. Out of a desire to focus purely on client care, relationships, and running a clinic that allows you to be seen guilt-free and unconcerned with uncalculated additional expenses, the prices listed are the exact prices you are charged. It is not that tips have been baked into your services, but rather that this clinic thrives based on mutual respect, loyalty, and our continued business together.
Appointment Protocol and Office Flow
To maintain the flow of the specialized schedule and respect the privacy of departing clients, adherence to the following strict appointment timing is mandatory:
Arrival Time: Clients are politely requested to arrive no more than five (5) minutes prior to their scheduled start time. Due to the rapid transition between sessions and the sensitive nature of client consultations, early arrivals cannot be accommodated in the waiting area.
Late Arrival: If a client arrives late, the service duration will be reduced by the amount of time missed, ensuring the next client's scheduled time is protected. The client remains responsible for the full prepaid fee.
Professional and Incidental Policies
Inclement Weather: No cancellation fee or No-Show penalty will be assessed if a local authority (e.g., County or State) has issued a weather or travel advisory (e.g., State of Emergency, Travel Ban) affecting the practice area.
Right of Refusal: This office reserves the professional right to refuse service, terminate a session, or decline future bookings with any individual, at any time, for reasons including, but not limited to, non-adherence to scheduling policies, or behavior deemed detrimental to the safety or professional environment of the practice.
Confirmations and Reminders:
-Initial confirmations will be sent via email at the time of scheduling.
-Emails are automatically sent for confirmations, 1 week reminders, and day prior reminders of upcoming appointments. Clients are encouraged to check their spam folders if they have not received a confirmation or reminder email. These communications are automated and provided as a courtesy to assist clients, however Oswego Massage Therapy does not guarantee receipt and does not assume responsibility for the clients ability to manage their appointments.
Gift Certificates. Policy on Gift Certificate Refunds
1. No Refunds to Purchaser
All sales of gift certificates are final and non-refundable.
Gift certificates represent cash value paid for future therapeutic services and are subject to the same commitment as prepaid sessions. Refund requests based on a recipient's preference for a different style of practice (e.g., expecting a spa environment) will not be granted to the purchaser.
2. Transfer of Value
In the event that the original recipient determines the services offered by this orthopedic practice are not aligned with their wellness goals, the gift certificate retains its full monetary value and is fully transferable to another party.
The recipient may use the full value of the certificate to gift an appointment to a friend or family member who may benefit from the specialized orthopedic services provided.
Why This is the Strongest Policy
1. Protects Revenue: You do not lose the cash. The money remains in your system.
2. Shifts Responsibility: By making the gift certificate "fully transferable," you place the administrative burden of finding a suitable recipient on the purchaser, not on you.
3. Reinforces Brand: This policy reinforces that your practice offers a specialized, non-commodity service. Since the purchaser made an error in judgment by not researching the clinical nature of your service (despite the warnings on your website), you are not responsible for accommodating their mistake.
Specials. Unless otherwise specified, sales prices or special offers cannot be combined.
Health Intake forms must be completed prior to any service for first-time clients.
Privacy Statement.
All client information is safeguarded and will not be shared with any third party at any time unless disclosure is required by law, required by court order or client has released written consent for insurance purposes. This includes both written and verbal communication, client records, and client schedules. Clients may receive copies of their records following written consent. Clients have the right to refuse, modify, or terminate treatment at any time regardless of prior consent. Oswego Massage Therapy does not discriminate or withhold services based on culture, ethnicity, age*, gender, belief, or sexual orientation.
*With the exception of uniformly restricting services to ages above 13 years.
Oswego Massage Therapy reserves the right to refuse, modify, or terminate treatment to any individual at any time. Clients will be refused service if there is suspicion that they are under the influence of drugs or alcohol.