Cancellation Policy

We know that every client looks forward to their massage.  When life happens, appointments sometimes need to be changed.  To reduce the stress for everyone involved, we ask that you kindly review our appointment change/cancellation policy to facilitate communication for a positive experience. 

1. Make sure that you designate your confirmation method on your form or with the Guest Services Team.  If you choose to receive a phone call, text, or email, you will need to opt-in upon receiving your first communication from us.
2. As a courtesy, you will receive a reminder approximately 48 hours prior to your scheduled appointment. It is your responsibility to remember your appointment dates and times to avoid late arrival, missed appointments and cancellation fees.
3. Respond promptly to avoid repetitive contact from us to confirm your appointment.
4. By nature of our business, we sell time.  Time is a precious commodity.  We respect your time by being prompt and giving you a full 30, 60, 90-minute massage.  We ask that allow enough time for parking, traffic and to give you some breathing room to go into your massage treatment more relaxed and ready to receive.
   1. If you are running late, please let us know right away.
   2. If there is time to give you the full session, we will do our best to extend your time.  
   3. When there is a client right after you, your session will end at the appropriate time, and you will be responsible for 100% of the fee for the time reserved.
5. If you need to shorten your service for less than the time reserved and it is less than 24 hours, you will be required to pay for 100% of the service originally booked.
6. An appointment that is booked within 24 hours is considered confirmed and guaranteed and cannot be cancelled without incurring 100% fee for the service.
7. If we need to move or change your time or therapist due to unforeseen circumstances, we will do our best to accommodate you at the same time with a different therapist or within the same day if possible.
8. If we cannot accommodate you and need to move your day/time, we will compensate you with select enhancement or add-on at no additional cost.
9. Allow a minimum of 24 hours to move or change your appointment.
   1. We request that you always CALL US to request changes to your appointment.  We do our best to respond quickly, except for after hours.  Emails and text messages are not acceptable forms of communication when making changes to your appointments and we cannot guarantee receipt of your message in a timely manner.  We want the opportunity to assist you in finding a more appropriate appointment to better serve your scheduling needs.
10. A current credit card is required to be kept on file and will be used as the form of payment for any last-minute cancellations (less than 24-hour notice or no show).
    1. Cancellation fee is equal to 100% of the service(s) booked.
    2. If you have a package or Wellness Plan, we will use your pre-paid credit as a form of payment for the 60-minute session.  In the case of a 75-minute service or more, the additional time beyond the one hour will be charged separately to your credit card on file.
11. Repeated last-minute cancellations or no shows will result in a required, non-refundable pre-payment for future services booked.  
12. We will always try to honor your requests for days/times and therapists (male or female), however we cannot guarantee the same therapist, day or time, unless you book a standing, repeat appointment.  If a staff member has called out, we will make every attempt to keep your original day/time with a different therapist if possible.   
13. There may be occasions that we need to adjust your time, due to scheduling changes or constraints and will do everything possible to minimize any inconvenience.
14. If a client exhibits inappropriate behavior during their treatment, we have a Zero-Tolerance policy.  If the massage therapist ends the treatment before the end of your session, you will be responsible for 100% of the fee and will be restricted from returning.

Service Refunds: Therapeutic Kneads has a No Refund policy on services completed. If you feel that the therapist is not a good fit for your needs, we will attempt to switch your therapist.  If you complete your service and do not end your session within10-15 minutes from the start of the session, or a replacement cannot be found at the appointment time, we will offer a complimentary fix within 7 days of your appointment based on management approval.   

Product Refunds: If a product is returned in original packaging and unopened or unused, full in-house credit will be given on a gift card or towards next service.  If a product is used or not in the original packaging, return credit will be at manager’s discretion.  Typically, pillows are not refundable or returnable.  Every attempt is made to perform a thorough pillow consultation is to avoid buyer’s remorse.

Discounts and promotional offers:  We honor our promotions as intended and are not responsible for misprints or errors.  Pricing is subject to change.  We only allow one discount per person/ per service and are not allowed for Gift Card, package or Wellness Plan purchase.  Other programs like our Wellness Plans, packages and Therapeutic Rewards policies are explained separately in another document.

Please understand that when you forget or cancel your appointment without giving enough notice, we miss the opportunity to fill that opening. Therapeutic Kneads policies are presented and provided with the best quality and tradition of excellent service for our established and future clients. Thank you for viewing our policies and criteria.

I acknowledge that I received the cancellation/ return policy and agree with the terms. I also acknowledge that my credit card may be charged 100% for any missed appointments or late cancellations and give authority to Therapeutic Kneads to charge card on file.