Cancellations / Missed Appointments
If we need to reschedule or cancel your appointment due to health and safety reasons, there will be no cancellation fee applied to your credit card or account, and we will contact you to confirm the cancellation.
If you choose to reschedule or cancel your appointment for other reasons, we require at least 24 hours advance notice to waive any cancellation fees.
If you need to reschedule or cancel your appointment less than 24 hours prior to the start time, please email your practitioner directly (they are CC’d on your booking confirmation email) as they may be able to fill the spot.
Should an appointment be cancelled with less than 24 hours notice, 50% of the service fee will apply, unless your practitioner is able to fill the spot with another client. Should an appointment be missed entirely without any notice, the full service fee will apply.
We cannot direct bill for late cancelled or missed appointments and will require private payment for those fees, if incurred. All clients are required to have a valid credit card stored in our secure online booking system, and your credit card will be charged the appropriate fee, if necessary.
This policy is necessary for our small business to continue serving clients in need of treatment, and also to make massage therapy a feasible career for our practitioners. They practice a maximum of six hours per day to ensure you get high quality treatment and they stay healthy and injury free. One late cancellation or missed appointment in a day has a significant financial impact.
We understand that emergencies and serious illnesses do come up, and we may waive or reverse the fee depending on your individual situation. We do not consider scheduling conflicts to be emergencies. We also do not consider technical difficulties related to automated booking confirmation emails or texts to be a valid reason for missing your appointment.
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, and the full appointment fee 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 our location and parking options 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 practitioners, 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 Health Care Record and 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 or approved 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 Health Care 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.
In order to provide our patients with safe and efficient treatments, documentation of a complete health history and assessment is mandatory and built into the allotted time of your appointment.
If you arrive late for an appointment, we will need 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 appointment fee will still apply.
Noise Policy
We ask clients to speak softly in the reception area, hallway, and treatment rooms 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: #11 and #12. 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 Street, Quadra Street, Balmoral Road 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 two parking 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) which ensures that organizations holding personal information about individuals handle that information responsibly. It also gives individuals control over the way personal 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 by email 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
Our scheduling system, MindBody, has a feature that allows us to send automated appointment reminders. Occasionally, technology has glitches, so we cannot guarantee that you will receive these reminders. We expect you to be at your appointment regardless. Learn how to update your notification settings here.
If you are opted in to receive email appointment reminders, then two days before a scheduled appointment you will receive an email requesting confirmation that you will attend your visit.
If you are opted in to receive text appointment reminders, then one day before a scheduled appointment you will receive a text requesting confirmation that you will attend your visit (but only if you did not already confirm by clicking the link in an email appointment reminder).
It is very important that you actually click the link in the email, or reply to the text, to let us know you will attend your visit. We have numerous clients waiting for appointments who would be happy to fill the space, if given enough notice.
Unfortunately, if you cancel your appointment with less than 24 hours notice, or miss your appointment without giving us any notice, you will be charged a fee. Please see our Cancellations / Missed Appointments policy above.
Sickness Policy
Calm Massage Therapy & Wellness Studio Ltd. recognizes that both practitioners and clients are vulnerable to infections and illness. Therefore, we ask everyone to take proper precautions in regards to protecting themselves and others from the spread of colds, flus, and other infections or illnesses when at our clinic. Please try to give us more than 24 hours notice if you are too unwell to attend as our Cancellations / Missed Appointments 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 we will cancel your appointment at no charge to you.
Scents & Smoking
We ask that you avoid wearing strong perfumes, colognes, and other scented products 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 website 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.
