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Policies

Cancellation Policy

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  • Proactive Massage & Bodywork has a 12-hour cancellation policy. If you need to change or cancel your appointment, you must notify us at least 12 hours in advance. If you are unable to give us 12 hours' advance notice, you will be charged 1/2 the service fee.

 

  • We love you: please don’t ghost us! Clients who no-show or late cancel (within 2 hours of their appointment) will be charged in full. Please keep in mind that “no-shows” leave our therapists with empty appointment times. We may have had to turn away other clients that wanted that time slot. For this reason, clients that do not honor their appointments will be charged the full amount of their appointment fee. Last-minute cancellations cannot be refunded or used as credit. 

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  • Please note that arriving late to your session may result in a shorter appointment so as to not penalize the client's booking after you. Clients who are over 20 minutes late will be asked to reschedule their appointment and will be charged a cancellation fee

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Gift Certificate FAQ's​

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  • “Can I get a refund for purchasing a gift certificates?” All gift certificate purchases (or redeemed massage sessions or series) are non-refundable.

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  • “Can I share my gift certificate with someone else to use?” Of course! If you’re unable to use your gift card, we’re happy to honor it for another recipient of your choice. That said, if you redeem your gift certificate for a session or a package, these services may not be shared. Just give us a call or send us an email so we can help you coordinate.

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  • “Does my gift card include gratuity?” Some gift certificates do include gratuity. It will be listed on the gift certificate if the purchaser included it in the gift. 

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Payment Methods​

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  • We accept MasterCard, Visa, Discover, Flexible spending accounts (FSAs), health savings accounts (HSAs) and Cash Payments. We do not accept personal checks and American Express cards.

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  • A credit card is required to book all appointments. We love you, don’t ghost us! If you do not show up for your scheduled appointment, your card or package will be charged in full.

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  • Insurance-friendly receipts are available upon request. Check your eligibility with your insurance provider.

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Safety/Conduct

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  • As professional licensed therapists, we’re dedicated to providing a completely safe and enjoyable experience for our clients. Our work is strictly therapeutic and non-sexual. Any sexual comments or advances will result in immediate termination of the session.

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New Clients​​

 

  • First visit? Please arrive a few minutes early to start the relaxation process. You can get comfortable, fill out a health-intake form, and discuss with your therapist what you’d like to focus on. Clients who are over 20 minutes late will be asked to reschedule their appointment, and will be charged a cancellation fee.

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Refund Policy

 

  • Due to the nature of our business, Proactive Massage & does not offer refunds for massage services, gift certificates, series, or packages. All service items that are purchased are nonrefundable.

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Gratuities

 

  • Gratuities are never expected, and always appreciated by the team. We ask that you offer gratuities to your service provider through cash, personal check, gift cards, or Venmo. Though we still accept gratuities through credit/debit card transactions, they are costly. 

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Series
 

  • Discounted packages, called series, are available for purchase. Series may not be shared with another client, or combined with gift certificates or other offers or discounts.

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