Most massage appointments are scheduled weeks in advance. Short Notice Cancellations and Missed Appointments hurt service quality, since it deprives someone else from being able to schedule that session and even one missed appointment can greatly affect your expected clinical results/goals.
Of course we understand that life is complicated, and sometimes there are situations that are out of your control (family emergency, sudden illness, etc.) in those cases there may be an exception and the fee be waived. Please be aware that our staff has your scheduled time specifically blocked off to help you reach your goals and your time is important to us. Continuous rescheduling and missed appointments will result in no future services unless pre-purchased in advanced.
48 hour advance notice is required if you must cancel or change an appointment. Any changes or cancellations between 24-48 hours will be charged $50 (unless you send in a substitute); less than 24 hours in advance will be charged for the full price of the originally scheduled session. Should a substitute be found to fill your appointment, no charge will be made for that missed appointment. These fees will be paid with the credit card you provided to hold your appointment. All fees must be paid prior to your next appointment.
No-shows: Anyone who forgets, consciously chooses to forgo their appointment for whatever reason, or doesn’t call will be considered a "no-show". You will be charged for the full price of the originally scheduled service (your insurance company will not pay for nor will we bill your insurance company for your missed appointment) since that time slot is wasted and another client can’t get in the door, potentially one that really needed some work done that day. Note: If you had planned to use a Heavenly Hands PLLC Gift Certificate it will be voided or if you would be using your Monthly Membership Club Massage it will be forfeited to pay for your missed visit.
Late Arrivals: If you are running late, please call within the first 15 minutes of your session. If you do not call, you will be considered a "no-show" and the remainder of your time will be released. Your appointment will then be canceled and you will be responsible for full payment of the missed session – which must be paid prior to your next appointment.
If you arrive late (within the first 15 minutes of your appointment time), you will receive the balance of the time remaining and will be charged for the full appointment. Unfortunately we are unable to extend your time if you are late, as it should not affect the person scheduled after you – it’s only fair. However, if the massage therapist's schedule permits, you will still receive your full massage session.
Spa Finder, Spa Wish & Spa Week Gift Certificates: Currently accepted for new client scheduling an Initial Visit - 60 minute or Initial Visit - 90 minute appointment with Lauren or Stasha (an advanced) practitioner. For a current returning client (less than 12 months), gift cards can be used toward Enhancements only since our single services are already discounted.
Inclement Weather: During the winter months, we are willing to make an exception to 24 hour notice rule. If the Snohomish County area is under a winter weather advisory and you believe that it would be unsafe or impossible for you to travel to your appointment, you may reschedule within the 24-hour window at no charge. Additionally, in the event of winter weather, Heavenly Hands PLLC follows the Marysville Public Schools closing schedules. If Marysville public schools are operating with a two hour delay, Heavenly Hands PLLC will open at 11 a.m. All appointments before 11 a.m. will be canceled. If Marysville Public Schools are closed, Heavenly Hands PLLC will be closed.
Gratuities: Our staff is comprised of the highest caliber of Licensed Massage Therapists. We are commited to providing superior service to our clients and gratuities are not included in our service prices but gratefully appreciated. As always, tips are never expected, especially if it compromises your ability to receive the routine care that keeps you feeling your best. The best tip of all is a client referral, social media check-ins, and a online review. If you chose to provide a cash gratuity, leaving 15% to 20% based on the original price of the service is customary at most spas. Your gratuity can be added to your credit card if you choose at our reception desk.
Also, We reserve the right to terminate a session if a client displays any inappropriate, sexual or disrespectful behavior toward the massage therapist. Heavenly Hands PLLC only provides non-sexual, therapeutic massage. There will never be any massage work done on or around genitalia. If a client requests work on any genitalia, the request will be denied. In the event a session is terminated due to a client's inappropriate behavior, the client will be expected to pay for the full massage.
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