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. Depending on how late you arrive, it may not be possible to provide a sufficient treatment. Should you agree to a shortened session due to lateness, you will still be responsible for the session's full cost. Please plan accordingly and try to be on time. Some circumstances may result in an appointment later than 15 minutes to be considered a No Show appointment.
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
This document outlines the professional standards and financial protocols governing the scheduling and execution of therapeutic services provided by this practice. By booking and confirming an appointment, the client acknowledges and explicitly agrees to adhere to the entirety of the terms and conditions detailed below.
1. Financial Commitment, Cancellation, and No-Show Protocol
All services within this practice are exclusively structured on an all-inclusive, prepaid basis. This protocol ensures the client's ultimate convenience and is necessary to maintain the therapeutic schedule's integrity and efficient operation.
A. Policy Definitions and Financial Consequences
Timely Cancellation (24 Hours or More):
A cancellation or rescheduling request is considered timely only if it is submitted twenty-four (24) hours or more before the scheduled appointment time. Upon timely notification, the client is eligible for the return of the prepaid fee. At the client’s direction, the entire prepaid fee will be returned to the original payment method OR held as a full credit on the client's file for application toward a future booking.
Late Cancellation (2 to 24 Hours):
A late cancellation occurs when the practice receives notification of a cancellation or rescheduling request less than twenty-four (24) hours but more than two (2) hours before the scheduled appointment time. In this event, the prepaid fee will be refunded, less a mandatory $50.00 Late Cancellation Fee.
No-Show and Very Late Cancellation (Less than 2 Hours):
A client is categorized as a No-Show if they fail to arrive for a confirmed appointment without any prior notice, or if notification is provided less than two (2) hours before the scheduled start time. In all such instances, the entire Full Payment is Forfeited, and the prepaid fee is strictly non-refundable.
B. Policy for First-Time No-Shows
Clients who fail to show for their initial booked service without providing timely notice forfeit the prepaid fee. Furthermore, to protect the integrity of the practice and the client roster, this office reserves the exclusive right to permanently terminate the client-therapist relationship and decline any future booking attempts by that individual.
2. 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.
3. Professional and Incidental Policies
All-Inclusive Pricing & Gratuities: All rates for Targeted Area Therapy, Integrated Full Body Therapy, and ULTIMATE Full Body Therapy are final, all-inclusive prices. Gratuities will neither be accepted nor prompted at any time.
Existing Bookings: All appointments scheduled and confirmed prior to [Insert Date New Policy Takes Effect] will be irrevocably honored at the original agreed-upon rate and terms.
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.