Our Policies

Appointment Cancellations/ Missed Appointments

We require at least 24 hours notice for massage appointment cancellations so that we can try to fill the space. Should an appointment be cancelled with less than 24 hours notice, 50% of the scheduled appointment fee will apply. Should an appointment be missed entirely without any notice, the full appointment fee will apply. This policy is necessary for our small business to continue to serve our clients in need of treatment, and also to make massage therapy a feasible career for our practitioners. Our therapists practice a maximum of 6 hours per day so that you can be sure to get high quality treatment and so that they can stay healthy and injury free. One cancelled appointment in a day has a significant financial impact. We understand that emergencies & serious illnesses do come up and we may waive the fee depending on your individual situation. We do not consider scheduling conflicts to be emergencies.

Cell Phones

We ask that you turn off or silence your cell phone before your appointment or class begins.

Complaints

We make every effort to ensure that your experience at Calm Massage Therapy & Wellness Studio Ltd. is a great one; however, if you have any concerns please let us know in person or by email.

Ethics

As Registered Massage Therapists, the practitioners at Calm Massage Therapy & Wellness Studio Ltd. adhere to the ethics guidelines outlined by The College of Massage Therapists of BC. As a patient you have the right to question the therapy you are receiving and to stop a session at any time. Any requests for the Therapist to perform an illegal or unethical act will result in immediate termination of the treatment – the full cost of the session will still apply.

Disrobing for Massage Session

Partial or full disrobing is recommended for your massage therapy session. We create a very safe, private environment and give great attention to proper draping. We recognize and respect cultural and personal attitudes towards disrobing. Please speak with your massage therapist if you have any questions or concerns.

First Time Appointments

We ask that you arrive 10 – 15 minutes early for your first appointment or class in order to familiarize yourself with the location and parking and to complete any necessary intake forms and other required administration of your account.

Health Care Records

Calm Massage Therapy & Wellness Studio and its associated RMTs keep a record of health services provided that will be kept confidential and will not be released to others unless so directed by you or unless the law requires it. You are allowed access to your Health Care Record unless we (or your Physician) are concerned that disclosure of this record may result in significant harm to your safety or mental or physical health. Otherwise, you may look at your medical record and can request a copy of it by paying the appropriate fee. In a medical emergency, you will have access to it as soon as possible, otherwise we will be able to produce a copy of it, if so requested by you, within 30 days of receiving the request. We will not provide access to the records of a patient who is under 19 years of age to a guardian or parent of the patient in situations where the subject matter of the record is health care that was provided without the consent of the parent or guardian (except where authorized by the patient, or by law). Information from your medical record may be analyzed for research purposes but your identity will be protected and kept confidential. The original copy of your Health Care Record is the property of Calm Massage Therapy & Wellness Studio Ltd. and will not leave the premises.

Hygiene

All practitioners, instructors, staff and clients are expected to follow proper hygiene precautions for infection control and public health. We maintain a comfortable and tidy environment and regularly clean and sanitize our equipment and linens. We expect you to keep your hygiene in mind when visiting us as you will be sharing a small space with your practitioner and other clients – please recognize that vigorous activities should be avoided immediately prior to your appointment or class in order to be respectful of proper hygiene etiquette.

Insurance Receipts

We will provide you with appropriate documentation for making an insurance claim after a massage treatment has been provided and paid for. Insurance receipts are issued according to the guidelines of the College of Massage Therapists of BC and are given only in the name of the person receiving the treatment for the date of the actual treatment.

Late Arrivals

We request that you arrive punctually for appointments and classes. If you arrive late for an appointment, we will have to shorten the treatment time accordingly and the remainder of your time will be used to its best advantage. The session will end at the time scheduled so that the practitioner can be prompt and prepared for upcoming patients. The full cost of the session is expected.

Noise Policy

We ask clients to speak softly in the reception area, hallway, treatment rooms, and studio so as not to disturb other treatments or classes that are taking place in adjacent rooms. All cell phones and other portable electronic devices should be turned off or silenced during your visit. Our clinic is meant to be a quiet place for relaxation.

Parking

There are two parking spots assigned to us in the building’s parking lot – they are labeled ‘835’ and are spots #1 and #2. If those are both taken, please park on the street rather than elsewhere in the lot. There are multiple free one-hour parking spots on Fisgard St, Quadra St, Balmoral Rd and other surrounding side streets in the neighbourhood. Please keep in mind that we are getting busier each month so leave yourself extra time to find parking if neither of our 2 spots is available.

Privacy

At Calm Massage Therapy & Wellness Studio Ltd., we have a strict privacy policy in regards to collecting, using, securing, and disclosing your personal information. We adhere to the Personal Information Protection Act (PIPA) that ensures that organizations that hold information about individuals handle that personal information responsibly. It also gives individuals control over the way information about them is handled and a right to request access to, and correction of, their personal information. We collect your personal information for the purpose of treatment, instruction, and related administrative purposes and do not share your information unless specifically requested by you or if the law requires it. We can provide you with a copy of our complete privacy policy if you request it. Any further questions or complaints should be directed to our Privacy Officer and Clinic Owner, Elizabeth Belfry, RMT.

Refunds

We do not offer refunds on services that have been provided or on gift certificates or packages that have been purchased. Gift certificates and packages may however be transferred to another person or may be credited on your account towards a different type of service.

Reminders for Appointments

If you have provided us with your email address for automatic appointment reminders, you will receive an ‘Appointment Reminder/Confirmation’ email 2 days before your scheduled appointment. In this email you are requested to click the inserted link to confirm that you will be at your appointment – this is important for you to do so that we know you will arrive for your visit.

If you have provided us with your mobile number and if you have not clicked the link in the appointment reminder email to confirm that you will be at your appointment as mentioned above, you will receive a text message 1 day prior to your scheduled appointment requesting that you reply to confirm that you will be at your appointment. This again is important so that we know you will arrive for your appointment. (If you do not have a texting plan with your service provider, message and data rates may apply. You can unsubscribe to the text message by replying “STOP”.)

Should you wish to opt-out of our reminder service, simply inform us and we will note this in your records.

Sickness Policy

Calm Massage Therapy & Wellness Studio Ltd. recognizes that both practitioners and clients are vulnerable to infections and illness and therefore ask everyone to take proper precautions in regards to protecting themselves and others from the spread of colds, flus and other infections and illnesses when at our clinic. Please try to give us more than 24 hours notice if you are too unwell to attend as our cancellation/ missed appointment policy may still apply. In the event that a practitioner is unwell, we will do our best to have one of our other practitioners available for your appointment or will cancel it at no charge to you.

Scents & Smoking

We ask that you avoid wearing strong perfumes/ colognes to our clinic as well as to avoid smoking before you arrive. Multiple pregnant women visit our clinic on a daily basis and are especially sensitive to strong smells.

Terms & Conditions

Information published on this web site is provided for the use of its visitors and you are advised that, although care has been taken to ensure technical and factual accuracy, some errors may occur. No guarantee is given of the accuracy or completeness of information on these pages. Please be aware that Calm Massage Therapy & Wellness Studio Ltd. may alter the information on its website from time to time. Calm Massage Therapy & Wellness Studio Ltd. shall have no liability arising from the use by any party of the information on this website. Calm Massage Therapy & Wellness Studio Ltd. does not warrant the information on this website in any way and in particular no warranty is given that the website or its contents or hypertext links are virus free or uncontaminated. You are advised to make your own virus checks and to implement your own precautions in this respect. Calm Massage Therapy & Wellness Studio Ltd. excludes all liability for contamination or damage caused by any virus or electronic transmission.

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