Client Policies

Booking and Appointment Confirmation

Online appointment requests are reviewed by our office and are not confirmed until you receive confirmation from Hands On HealthCare. We generally respond within three business hours.

Please call our office for:

• Couples Massage
• Insurance appointments
• Appointments requested within 24 hours
• Weekend or evening availability
• Custom appointment lengths
• Any booking that requires additional assistance

All appointments are subject to availability.

Cancellations and Rescheduling

Appointment times are reserved specifically for each client or patient. Cancellations and missed appointments limit our ability to offer that time to someone else.

We require:

• At least 24 hours’ notice to cancel or reschedule an individual appointment
• At least 48 hours’ notice for Couples Massage or a booking involving two or more services

Appointments cancelled or rescheduled without the required notice are usually charged at the full scheduled price. Management may waive or adjust the charge when circumstances warrant an exception.

Rescheduling without the required notice is considered a late cancellation. Moving the appointment to another date does not automatically waive the late-cancellation charge.

No-show appointments are charged at the full scheduled value.

Deposits

Deposits for Couples Massage and bookings involving multiple services are nonrefundable. When an appointment is rescheduled with the required notice, the deposit may be transferred to the rescheduled appointment. Changes made without the required notice remain subject to the cancellation policy.

Late Arrivals

Appointments end at their originally scheduled time so that the next client is not delayed. Arriving late may reduce the amount of treatment time available, but the full reserved appointment fee remains due.

Insurance claims are submitted only for the treatment time and services actually provided. Any portion of the reserved appointment that is not covered because of a late arrival remains the client’s responsibility, subject to the applicable insurance plan.

We recommend arriving approximately 15 minutes early when additional intake, paperwork or preparation may be required.

Recurring Appointments

Recurring appointment times are reserved as a courtesy for clients who can maintain them consistently. When appointments are frequently cancelled or moved, the practice may limit how far in advance future appointments can be reserved. This helps us maintain fair appointment access for clients waiting for care.

Payments, Insurance and Uncovered Charges

Payment and any applicable copayment are due as directed by the office. Insurance benefits are not a guarantee of payment. Clients are responsible for understanding their coverage and for charges, deductibles, copayments or services not paid by their insurance plan.

Missed appointments and late cancellations are not billed to insurance and remain the client’s responsibility.

Weather, Emergencies and Office-Approved Exceptions

Safety comes first. When the office closes, or when management approves an exception because of weather or an emergency, the situation will be handled individually. Depending on the circumstances, management may approve rescheduling, a credit, a refund or another reasonable resolution.

Gift Certificates and Promotional Offers

Gift certificates and promotional offers are used according to the terms provided at the time of purchase. Expired certificates, promotional certificates and requests involving a change from the originally purchased service are reviewed individually by management. Please contact the office before scheduling if you have questions about a certificate or promotion.

Health Information and Treatment Safety

Accurate health information helps us provide safe and appropriate care. Clients must complete the required intake forms and inform the therapist of relevant medical conditions, medications, allergies, injuries, pregnancy or changes in health.

Treatment may be modified, postponed or declined when additional information or medical clearance is needed for safety.

Massage therapy does not replace medical diagnosis, emergency care or treatment from a qualified healthcare professional.

Clients Under 18

Clients under 18 may receive services with the consent of a parent or legal guardian. The office may request additional information or documentation before confirming the appointment.

Professional Conduct

Hands On HealthCare maintains a professional and respectful treatment environment. Sexual, threatening, discriminatory or otherwise inappropriate behavior toward a therapist, staff member or another client will not be tolerated.

A session may be ended immediately when professional boundaries or safety are violated. Management will determine whether any refund or credit is appropriate based on the circumstances.

Privacy

Information about how we collect, use and protect personal, health and website information is available in our Privacy Policy. Use of this website and our services is also subject to our Terms and Conditions.

Questions

Questions about these policies or a specific appointment should be directed to our office:

You may also use our Contact Us page.