Policies and Procedures
We appreciate that you’ve chosen us for your therapeutic needs. At Mend, we focus on not only providing a massage but also an experience - one of peace and ease. To provide the best experience possible to our clients we have implemented the following policies.
We respectfully ask that you provide us with a 24 hour notice of any schedule changes or cancellation requests. Please understand that when you cancel or miss your appointment without providing a 24 hour notice we are often unable to fill that appointment time. This is an inconvenience to your therapist and also means our other clients miss the chance to receive services they need.
For this reason, you will be charged 100% of the service fee for the first NO SHOW session and 100% of the service fee for each NO SHOW after that. You will be charged 50% of the service fee for the first CANCELLATION WITHIN 24 HOURS and 100% of the service fee for each CANCELLATION WITHIN 24 HOURS after that.
We also reserve the right to require a credit card number to be given to book appointments so that appropriate fees may be charged if a no show or repeated late cancellation does occur. We understand that emergencies can arise and illnesses do occur at inopportune times. If you are experiencing any symptoms of acute illness or infection, we urge you to cancel your appointment and immediately contact the appropriate medical provider or dial 911 for emergency medical care.
Regarding lateness: if you are late for your session, your session will not be prolonged beyond the scheduled end time. It is the policy of the therapist to be on time for all sessions. Likewise, the client is expected to be on time for all sessions. If you are more than 15 minutes late for your scheduled session, it will be considered a no show, and billed accordingly.
Inclement weather, such as snowstorms, may also result in the need for late cancellations. We will do our best to give advanced notice if we are closing or need to cancel due to bad weather and we ask that you to do the same. Please do not risk your own safety trying to make your appointment. Late cancellation due to unexpected emergency, acute illness, or inclement weather will generally not result in any missed session charges, but this is determined on a case-by-case basis.