VA 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. Respond promptly to avoid repetitive contact from us to confirm your appointment.
3. We report on the date of your first visit to the VA. Changing that appointment requires us to call the VA to make the change each time you move the day/time.
4. Allow a minimum of 24 hours to move or change your appointment.
5. We cannot charge the VA for missed or late cancelled appointments. If you cancel in less than 24 hours you may lose that time from your series in your current referral period.
6. If you rely on VA-provided transportation and it is unreliable, we may request that you book your appointments on the day of when your transportation is confirmed.
7. We always try to honor your requests for days/times and therapists (male or female), however we cannot guarantee the same therapist, day or time. If a staff member has called out, we will make every attempt to keep your original day/time if possible.
8. There may be occasions that we need to adjust your time, due to scheduling constraints and will do everything possible to minimize any inconvenience.
9. Any enhancements, add-ons, or products will not be billed to the VA and will be out-of-pocket.