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Check Back Soon. New Policies & Procedures starting September 1st
Please review all policies carefully prior to booking. These policies are designed to protect both the client and therapist, ensure fairness, and allow for a smooth scheduling process.
Massage Is Life Policies & Procedures
These policies apply to appointments scheduled for September 1, 2026 and after.
Please review the policies that apply to your appointment before booking. I understand that life happens and sometimes plans have to change. I will always do my best to be reasonable and understanding when unexpected situations come up.
At the same time, Massage Is Life is my livelihood, and each appointment time is reserved specifically for you. Late changes, repeated rescheduling, cancellations, and no-shows can leave appointment times that I am unable to refill.
These policies are designed to provide reasonable flexibility while also protecting the time and income required to operate my business.
Quick Navigation
Use the sections below to quickly locate the policy you need:
Please Note: You do not have to read this page from beginning to end every time you visit. However, by booking an appointment, you acknowledge that you have reviewed, understand, and agree to all Massage Is Life policies applicable to your appointment.
Booking & Deposits
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Appointments must be booked online and are subject to availability.
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A non-refundable deposit or other applicable booking payment may be required at the time of booking. Deposits are applied toward the remaining balance of the scheduled appointment.
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Appointments are non-transferable and may only be used by the person listed on the booking.
Payment Policies
To help keep booking and checkout as smooth as possible, please review the payment policies below before scheduling your appointment.
Payment Requirements Beginning September 1, 2026
For appointments scheduled for September 1, 2026 and after, most services will no longer require full payment at the time of booking.
Depending on the service or booking type, you may be required to:
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Pay a non-refundable deposit
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Pay an applicable insurance-related booking payment/copay
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Redeem an eligible legacy package session
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Redeem an eligible gift certificate
Any required payment or redemption will be clearly displayed during the booking process.
Non-refundable deposits are applied toward the remaining balance of the scheduled appointment. Any remaining balance is due at checkout unless otherwise stated.
This updated payment structure is intended to provide more flexibility at booking. However, it relies on clients honoring all applicable cancellation, rescheduling, late-cancellation, no-show, and outstanding balance policies.
If unpaid fees or outstanding balances become an ongoing issue, Massage Is Life reserves the right to reinstate full prepayment requirements for future appointments.
Any outstanding balance or required fee must be paid before another appointment may be booked.
Payment & Transfer Policy
Appointments, services, packages, account credits, deposits, and other payments connected to a specific client account are non-transferable and may only be used by the client they were issued to or booked for.
Gift cards, gift certificates, and raffle certificates are subject to their individual terms, values, eligibility requirements, and redemption rules.
Accepted Online Payment Methods
When an online payment is required, accepted methods may include:
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Credit or debit card
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HSA/FSA card
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Independent Health Extras card
In-Office Payments
Cashless payments are preferred. Accepted payment methods include:
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Apple Pay
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Google Pay
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Tap to Pay
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Credit and debit cards
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HSA/FSA cards
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Independent Health Extras cards
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Eligible Square E-Gift Cards
Cash is also accepted; however, exact payment is required. Cash is not kept on the premises and change cannot be provided.
Any remaining appointment balance is due at checkout.
Square E-Gift Card & Raffle Certificate Redemption
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Clients using a Square E-Gift Card or Massage Is Life Raffle Redemption Certificate should book through the designated Gift Card/Raffle Redemption service category.
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No payment is required at the time of booking through this category.
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When booking, please enter your Square E-Gift Card code or raffle certificate information in the notes section so it can be verified and applied to your appointment.
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The available gift card balance or value of the raffle certificate will be applied toward the scheduled service. Any remaining balance is due at checkout using an accepted payment method.
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All redemptions are subject to the terms, value, and service eligibility associated with the original gift card or raffle certificate.
Legacy Packages
Clients with remaining sessions from previously purchased Massage Is Life packages may redeem eligible sessions through their client account when available.
Legacy packages:
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May only be used by the client the package was originally issued to
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Are non-transferable
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May only be redeemed toward eligible services
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Remain subject to current cancellation, rescheduling, and no-show policies
If an appointment booked using a package session qualifies as a no-show, the package session will be forfeited and deducted from the package.
Appointment Time & Late Arrival Policy
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Please plan to arrive 5–10 minutes before your scheduled appointment time, but no more than 10 minutes early. This allows time to get settled without interfering with the client scheduled before you.
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Appointments begin and end at the scheduled time. If you arrive late, your session will still end at the originally scheduled appointment time so the remainder of the day’s schedule is not affected.
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Late arrival may result in reduced hands-on massage time, and the full scheduled service price will still apply.
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If you have not arrived or made contact with Massage Is Life within 15 minutes of your scheduled appointment time, the appointment will be considered a no-show and the applicable no-show policy and fees will apply.
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If you selected Post-Treatment Rest, this time is reserved specifically for rest and transition after your massage and will not be converted into additional hands-on time if you arrive late.
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Please contact Massage Is Life as soon as possible if you know you are running late.
How to Reschedule or Cancel Your Appointment
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To reschedule your appointment, please log into your Massage Is Life client account and use the rescheduling option connected to your existing appointment.
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Online rescheduling is available up to 24 hours before your scheduled appointment time.
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If you need to reschedule within 24 hours of your appointment, please contact Massage Is Life directly. Call or text is preferred at 716-218-0676.
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To cancel your appointment, please log into your Massage Is Life client account and use the cancellation option connected to your appointment.
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If you need to cancel within 24 hours of your appointment, please contact Massage Is Life directly by call or text at 716-218-0676.
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Please do not use social media messages or email to request a cancellation or reschedule. These methods may not be seen in time and are not considered the preferred method for time-sensitive appointment changes.
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All cancellations and rescheduling requests remain subject to the applicable Massage Is Life policies and fees.
Rescheduling Policy
Rescheduling means moving your existing appointment to a new date or time.
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Appointments may be rescheduled one time with at least 24 hours’ notice without losing the original non-refundable deposit.
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The original deposit will transfer to the new appointment.
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If the rescheduled appointment needs to be moved a second time, the original deposit will be forfeited and a new non-refundable deposit will be required.
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Rescheduling with less than 24 hours’ notice is considered a late reschedule. The original deposit will be forfeited and a new deposit will be required to secure another appointment.
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Weather-related rescheduling may be handled separately under the Inclement Weather Policy.
Repeated appointment changes can hold multiple time slots that could otherwise be available to other clients. For this reason, deposits cannot continue transferring from appointment to appointment.
Cancellation Policy
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Cancellation means you are ending your scheduled appointment and are not moving it to another date or time.
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All deposits are non-refundable.
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If you cancel more than 24 hours before your scheduled appointment and do not reschedule, your deposit will be forfeited and will not remain as a credit toward a future appointment.
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If you later decide to schedule another appointment, it will be considered a new booking and a new non-refundable deposit or applicable booking payment will be required.
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If you still plan to receive your service, rescheduling rather than canceling is recommended. An eligible reschedule made with proper notice allows your original deposit to transfer to the new appointment.
Late Cancellations
Cancellations made within 24 hours of the scheduled appointment time are considered late cancellations.
Late cancellations are responsible for 50% of the base service cost.
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Your non-refundable deposit will be applied toward the 50% late-cancellation amount.
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You will be invoiced for the remaining difference.
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Add-ons and enhancements are not included when calculating the late-cancellation fee.
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Any outstanding late-cancellation invoice must be paid before another appointment may be booked.
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Example: If 50% of your base service cost is $60 and you have already paid a $30 deposit, you will be invoiced for the remaining $30.
No-Show Policy
Clients who have not arrived or made contact within 15 minutes of their scheduled appointment time will be considered a no-show.
For standard appointments:
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The non-refundable deposit will be forfeited.
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You will be invoiced for the remaining balance of the base service.
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The outstanding invoice must be paid in full before another appointment may be booked.
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No-show invoices cannot be paid using gift cards.
If the appointment was booked using a package session, that session will be forfeited and deducted from the package.
2-Hour & 3-Hour Session Policy
Due to the extended amount of time reserved on the schedule, 2-hour and 3-hour sessions require at least 48 hours’ notice for cancellations or rescheduling.
Any cancellation or rescheduling request made within 48 hours of the scheduled appointment will be considered a late cancellation or late reschedule.
Rescheduling
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One eligible reschedule may be made with at least 48 hours’ notice and the original non-refundable deposit will transfer.
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A second reschedule will result in forfeiture of the original deposit and a new non-refundable deposit will be required.
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A reschedule made within 48 hours will result in forfeiture of the original deposit and a new deposit will be required.
Late Cancellations
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Late cancellations within 48 hours are subject to 50% of the base service cost, less the deposit already paid.
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Add-ons and enhancements are not included when calculating the late-cancellation fee.
No-Shows
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The standard no-show policy also applies to 2-hour and 3-hour sessions.
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If you have not arrived or made contact within 15 minutes of your scheduled appointment time, you will be considered a no-show and responsible for the remaining balance of the base service.
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These extended sessions remove a significant amount of time from the appointment schedule and can be especially difficult to refill with short notice. The 48-hour requirement helps protect that reserved time.
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Please Note: Shorter service durations follow the standard 24-hour cancellation and rescheduling policy.
Teen & Minor Client Policy
Massage Is Life provides teen massage services for clients ages 14–17. Because these clients are minors, the following requirements apply to all teen appointments:
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A parent or legal guardian must provide consent before massage services can be provided.
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The parent or legal guardian must accompany the minor to the appointment for check-in and ensure all required consent and health information has been completed.
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Massage Is Life will not release a minor to leave the office unaccompanied. A parent or legal guardian must be present at the completion of the appointment to receive the minor.
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If the parent or legal guardian chooses not to remain in the office during the massage, they must return before the scheduled end of the appointment.
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One parent or legal guardian may remain in the office during the appointment. Additional guests, siblings, friends, or other visitors are not permitted unless specifically approved in advance.
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The teen client’s privacy, comfort, and personal boundaries will be respected throughout the appointment. The client may request changes to pressure, positioning, areas being massaged, or may stop the session at any time.
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Professional draping, privacy, and client comfort are maintained throughout all teen massage services.
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Massage Is Life reserves the right to postpone or decline a teen appointment if required parental/guardian consent has not been provided or if proper arrangements for the minor’s supervision and pickup have not been made.
Teen appointments are also subject to all applicable Massage Is Life booking, payment, cancellation, rescheduling, no-show, illness, health, safety, and professional conduct policies.
Booking Policy – Univera Clients
By booking a Univera appointment, you acknowledge that you have reviewed and agree to the full Massage Is Life Policies & Procedures.
Payment
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A non-refundable booking deposit equal to your expected Univera copay is required at booking.
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When your covered massage is provided, this amount will be applied toward your copay.
Benefit Eligibility
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You are responsible for monitoring your available massage benefits.
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Massage Is Life will submit eligible completed services to Univera. If a claim is denied because you have exhausted your allowed visits or are no longer eligible for the benefit, and the denied amount is assigned as member responsibility, you will be invoiced for the remaining service cost, less the amount already paid.
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Outstanding balances must be paid before booking another appointment.
Rescheduling
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You may reschedule one time with at least 24 hours’ notice and your booking deposit will transfer.
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A second reschedule forfeits the original deposit and requires a new deposit.
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Rescheduling within 24 hours is considered a late reschedule. The deposit will be forfeited and a new deposit will be required.
Cancellations
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Cancellations made more than 24 hours before the appointment forfeit the booking deposit.
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If you still plan to receive your massage, rescheduling rather than canceling is recommended.
Late Cancellations
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Cancellations within 24 hours are subject to 50% of the standard base service cost.
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The amount already paid will be applied toward this fee and you will be invoiced for the remaining difference.
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Add-ons are not included.
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Late-cancellation fees are the client’s responsibility and are not billed to Univera.
No-Shows
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If you have not arrived or made contact within 15 minutes of your appointment time, you are considered a no-show.
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You are responsible for the standard base service cost, less the amount already paid.
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No-show fees are not billed to Univera.
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The outstanding balance must be paid before booking again and cannot be paid using a gift card.
Office, Waiting & Appointment Courtesy
Please help maintain a quiet, private, and comfortable environment for all clients.
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Please do not enter the office while actively talking on your cell phone. Finish your call before entering.
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Please silence or place your phone on Do Not Disturb during your appointment whenever possible.
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There is no waiting in the office after your appointment is complete.
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Once your massage and any selected post-session time have ended, please get dressed so we can complete checkout and rebooking, if needed, and allow Massage Is Life adequate time to prepare the space for the next client.
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Guests should not accompany you to your appointment unless permitted under a specific policy, such as the Teen & Minor Client Policy.
Thank you for respecting the privacy, appointment time, and experience of everyone using the space.
Sick Policy
Please do not attend your appointment if you are sick, contagious, or experiencing symptoms of an acute illness.
Massage requires close and prolonged contact, and attending an appointment while ill may put both the massage therapist and other clients at risk.
Please contact Massage Is Life as soon as possible if you are experiencing symptoms such as:
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Fever or chills
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Vomiting or diarrhea
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Flu-like symptoms or significant body aches
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Persistent or worsening cough
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Sore throat accompanied by other signs of illness
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Known or suspected COVID-19, flu, or another contagious illness
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New or unexplained contagious-looking rash or skin condition
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Any other symptoms that make you feel too unwell to safely receive massage
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I understand that illness does not always provide 24 hours’ notice. Legitimate illness-related situations will be handled with reasonable flexibility on a case-by-case basis.
Please communicate as soon as you know you may not be able to safely attend your appointment.
If you arrive visibly ill or with symptoms that may indicate a contagious condition, Massage Is Life reserves the right to cancel or postpone the session to protect the health and safety of everyone in the space.
Please do not attempt to “push through” an illness simply to avoid changing your appointment. If you are unsure whether you should come in, please reach out before your appointment.
Inclement Weather Policy
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Massage Is Life will make every reasonable effort to remain open during inclement weather.
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If Massage Is Life determines that the office must close due to unsafe weather or travel conditions, affected clients will be contacted and may reschedule without penalty. Any deposit or payment already made will transfer to the rescheduled appointment.
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Weather and road conditions can vary significantly throughout Western New York.
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If the office remains open but conditions in your area make travel unsafe or uncomfortable, please contact Massage Is Life as soon as possible.
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Your safety comes first. If weather or road conditions in your area make you uncomfortable traveling, please reach out so we can discuss rescheduling options.
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Weather-related situations will be handled with reasonable flexibility on a case-by-case basis.
Cancellations by Massage Is Life
Cancellations initiated by Massage Is Life are rare; however, illness, emergencies, or other unforeseen circumstances may occasionally require me to cancel or reschedule an appointment.
If Massage Is Life cancels your appointment due to illness, an emergency, or another circumstance on my end, you will not be penalized.
If you have already paid a deposit, copay, or other payment toward the appointment, you may choose to:
Reschedule
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Any payment already made will transfer in full to your rescheduled appointment.
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Massage Is Life will also provide a $20 inconvenience credit as an acknowledgment of the disruption to your schedule.
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If a balance remains on the rescheduled appointment, the $20 credit will be deducted at checkout.
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If the appointment was already paid in full, the equivalent value of the $20 inconvenience credit will be added to your account as Massage Is Life Loyalty Points.
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Receive a Refund
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Any eligible payment made toward the canceled appointment will be refunded to the original payment method, when applicable.
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Please allow approximately 5–7 business days for processing.
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If you choose a refund instead of rescheduling, the $20 inconvenience credit or equivalent Loyalty Points will not apply.
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If no payment was required at booking and you choose to reschedule, the $20 inconvenience credit will still apply and will be deducted from your balance at checkout.
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I believe accountability should go both ways. Clients arrange work schedules, childcare, transportation, appointments, and other responsibilities around their massage time. While cancellations on my end may sometimes be unavoidable, I believe it is important to acknowledge the inconvenience when I am the one who needs to make a change.
Circumstances Beyond My Control
Weather-related closures, power or utility outages, building or property issues, government or emergency restrictions, and other circumstances outside of Massage Is Life’s control may occasionally require appointments to be postponed or rescheduled.
In these situations:
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Deposits and prepaid appointment payments will transfer in full to the rescheduled appointment.
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Payments will not be forfeited.
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Refunds will not be issued for circumstances beyond my control.
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The $20 inconvenience credit or equivalent Loyalty Points will NOT apply.
Any cancellation or appointment change initiated by Massage Is Life or caused by circumstances outside of the client’s control will not count as one of the client’s permitted reschedules and will not negatively affect the client’s booking history.
Right to Refuse or Discontinue Service
Massage Is Life reserves the right to refuse, postpone, modify, or discontinue service when necessary to protect the health, safety, comfort, and professional boundaries of both the client and massage therapist.
Service may be refused or discontinued for reasons including, but not limited to:
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Strong or disruptive odors, including heavy cigarette or cigar smoke, marijuana odor, excessive perfume or cologne, strong body odor, or other scents that may remain in the treatment space or interfere with the session.
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Cleanliness or hygiene concerns that may create an unsanitary treatment environment or interfere with the safe and comfortable performance of massage services.
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Sexual misconduct or inappropriate behavior of any kind, including sexual comments, jokes, gestures, requests, intentional exposure, inappropriate touching, suggestive behavior, or requests for services outside the professional scope of massage therapy.
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Behavior that is threatening, aggressive, abusive, discriminatory, harassing, or otherwise creates an unsafe or inappropriate environment.
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Medical conditions, recent procedures, injuries, pregnancy-related concerns, or other health circumstances requiring medical clearance before massage can safely be provided.
Sexual misconduct or serious violations of professional boundaries may result in the immediate termination of the session and refusal of future services.
Medical Clearance
Medical clearance may be required in situations including, but not limited to:
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Recent surgery or certain medical procedures
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High-risk pregnancy or pregnancy complications
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Postpartum recovery following a C-section or other complications
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Recent significant injuries or fractures
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A current or recent blood clot/DVT
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Certain uncontrolled cardiovascular conditions, including uncontrolled high blood pressure
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Active cancer treatment or other significant medical treatment when massage restrictions may apply
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Any condition for which your healthcare provider has advised restrictions or recommended approval before receiving massage
Additional medical clearance may be requested at the massage therapist’s professional discretion when there is a health or safety concern.
Medical clearance does not guarantee that massage or a specific technique will be appropriate.
Services may still be modified, postponed, or declined based on your current condition, health history, scope of practice, and the massage therapist’s professional judgment.
Massage Is Life may also modify or decline specific techniques, enhancements, or areas of treatment when they are not appropriate for your current condition.
Additional Booking Terms
Appointments are non-transferable and may only be used by the person listed on the booking.
Please review all appointment details and applicable policies before completing your booking.
By scheduling an appointment with Massage Is Life, you acknowledge that you have reviewed the Policies & Procedures page, understand the policies applicable to your appointment, and agree that all current Massage Is Life policies will be followed and enforced.