Policies

Cancellation, Rescheduling, and No-Show Policy

At Metztōna Massage & Wellness, I strive to provide each client with exceptional service and ensure that your time is honored. In return, I ask that you honor my time and that of other clients by adhering to the following policy for cancellations, rescheduling, and no-shows.

48-Hour Notice Policy

  • All cancellations and rescheduling requests must be made at least 48 hours before the scheduled appointment time to avoid a fee.

  • Appointments canceled or rescheduled between 48 hours and 2 hours before the scheduled appointment time will incur a fee of 25% of the full service price. This policy applies to all clients, including those requesting to reschedule.

No-Show or Last-Minute Cancellation Policy

  • Cancellations or rescheduling requests made within 2 hours of the appointment or failure to show up for your session will result in a charge of 100% of the full service price.

Discounted Services

If your appointment is part of a promotion, gift card, account credit, or discounted rate, any fees for late cancellations, rescheduling, or no-shows will be calculated based on the full service price, not the discounted rate.

Payment of Cancellation Fees

  • Cancellation fees will be charged to the card on file.

  • Gift cards and account credits cannot be applied toward cancellation, rescheduling, or no-show fees.

  • If the payment for the cancellation fee is returned or declined, a $25 returned payment fee will be added to the total due.

Exceptions

I understand that emergencies and illnesses can arise unexpectedly. Exceptions to this policy may be considered under the following circumstances:

  • You are experiencing symptoms of contagious illness or a medical emergency.

  • Severe weather conditions that make travel unsafe.

  • Unforeseen family emergencies or accidents.

Exceptions will be evaluated on a case-by-case basis and require timely communication. If you feel you have an exception, please reach out to me as soon as possible.

Policy on Multiple Cancellations

To maintain the integrity of my schedule and ensure fair access for all clients, I reserve the right to refuse service or revoke memberships in cases of repeated cancellations, rescheduling, or no-shows. This policy helps protect the time and energy I dedicate to providing exceptional care to each client. Any decisions regarding service refusal or membership cancellation will be communicated thoughtfully and respectfully. By booking an appointment or maintaining a membership, you acknowledge and agree to this policy.

Why This Policy Matters

Your appointment time is reserved specifically for you. Last-minute changes affect not only my schedule but also the ability to accommodate other clients. This policy helps ensure that every client receives the care and attention they deserve.

By booking an appointment, you agree to these terms. Thank you for your understanding and cooperation in helping me maintain a balanced and respectful practice.

Late Arrival Policy

If you arrive late to your appointment, the session will still end at the scheduled time to respect the appointments of other clients. Full payment for the session is required, even if the time is shortened. If you are more than 15 minutes late, the session may be considered a no-show and subject to the no-show fee.

Payment Policy

Payment is due at the time of service. I accept major credit cards, cash, HSA/FSA, Venmo, Apple Pay, and gift cards. All fees, including cancellation and no-show fees, will be charged to the card on file unless otherwise arranged.

Refund Policy

All sales are final, including gift cards, prepaid packages, and memberships. Refunds are not offered for unused services or credits.

Gift Card Policy

Gift cards are non-refundable and cannot be redeemed for cash. They may be used for services only and cannot be applied to cancellation or no-show fees. Gift cards expire 5 years after purchase, in accordance with Federal Law.

Health and Hygiene Policy

At Metztōna Massage & Wellness, I am committed to creating a clean, safe, and welcoming environment for all clients. To ensure the best possible experience, I kindly request the following:

  • Synthetic Fragrance-Free Environment: This space is free of synthetic fragrances to support clients with sensitivities. While I use essential oils as part of my practice, synthetic fragrances (often labeled as "fragrance" or "parfum" in ingredient lists) are not permitted. These synthetic ingredients can be found in perfumes, colognes, lotions, hair products, and deodorants. Please check the labels on products you apply before your session to ensure they are free of synthetic fragrances.

  • Smoking and Thirdhand Smoke: To maintain a clean and healthy environment, please refrain from smoking or using tobacco or cannabis products prior to your appointment. Thirdhand smoke residue, which can linger on clothing, skin, and hair, is not permitted in my office as it can disrupt the air quality and experience for other clients. If necessary, I may ask you to reschedule, and the cancellation policy will apply.

  • Personal Hygiene: Clients are asked to arrive clean and prepared for their session. Excessive dirtiness, strong body odors, or lack of basic hygiene may result in the need to reschedule your appointment. If rescheduling is necessary, the cancellation policy will apply.

  • Illness Policy: If you are feeling unwell, have been exposed to a contagious illness, or are experiencing symptoms such as fever, coughing, or sneezing, please reschedule your appointment. Exceptions to the cancellation policy may be made for illness if communicated promptly.

  • Clean Products: Avoid applying heavy oils, creams, or other topical products before your appointment, as they can interfere with massage techniques and the cleanliness of the space.

Thank you for helping to maintain a mindful, hygienic, and welcoming environment. If you have any questions about this policy or the types of products that are suitable, feel free to reach out prior to your appointment.

Policy on Sexual Misconduct

At Metztōna Massage & Wellness, I provide therapeutic massage services in a safe, professional, and respectful environment. To ensure clarity and maintain the integrity of my practice, I have a zero-tolerance policy regarding sexual misconduct.

Therapeutic Massage Only

  • This is a therapeutic massage business focused on supporting health, wellness, and relaxation. Any behavior or language that is inappropriate, sexual in nature, or outside the scope of professional massage therapy is strictly prohibited.

Definition of Sexual Misconduct

Sexual misconduct includes, but is not limited to:

  • Inappropriate comments, jokes, or questions of a sexual nature.

  • Attempts to engage the therapist in personal or romantic conversations.

  • Unwanted touching or gestures.

  • Exposing oneself or any behavior intended to make the therapist feel uncomfortable or unsafe.

  • Requests for services outside the professional and therapeutic scope of practice.

Immediate Termination of Session

If any inappropriate behavior or language occurs during the session:

  • The session will be terminated immediately, regardless of its duration.

  • The client will be charged the full price of the service, with no refunds issued.

Refusal of Future Service

Clients who engage in any form of sexual misconduct will be permanently banned from booking future appointments.

Legal Action

I reserve the right to report any incidents of sexual misconduct to law enforcement authorities.

Mutual Respect

This policy is in place to protect both clients and myself, ensuring that the massage experience remains focused on health, healing, and well-being. By booking an appointment, you agree to adhere to this policy.