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Policies

Cancellation Policy

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At Proactive Massage + Bodywork, we value your time and respect your appointment schedule. If you need to reschedule or cancel your appointment, please give us a minimum of 24 hours' notice so that we can try to accommodate another client on our waiting list.

 

The following is our official policy regarding appointment cancellations, rescheduling, and no-shows:
 

  • A minimum of 24 hours notice is required in the event that you need to reschedule or cancel an appointment. â€‹

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  • A $40.00 fee will be charged to the saved and authorized payment method on file when a client fails to show up for an appointment, cancels, or reschedules it without giving our office at least 24 hours notice. 

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  • If there is a second event of a no show or late cancellation/reschedule without a 24-hour notice, an $80.00 fee will be charged to the saved and authorized payment method on file.

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  • In the event of a third no show or late cancellation/reschedule without a 24-hour notice, clients are obligated to prepay the full appointment fee prior to booking another appointment, or they risk being dismissed from our practice. 

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  • All clients must agree to this policy and provide a saved/authorized payment method before any appointments may be booked at Proactive Massage + Bodywork. 

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  • If there is an issue collecting the fee from the payment method on file, a booking block will be placed on the client's profile, and they will be required to pay the fee due before any additional appointments can be scheduled.

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  • As a courtesy, we send out two appointment reminders via text and email 72 and 48 hours before the scheduled appointment. If, for any reason, you do not receive a reminder call or text message, the above policy will still remain in effect.

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  • Please note that arriving late to your service will result in a shorter appointment to avoid penalizing the client booked after you. Clients who are over 20 minutes late will be asked to reschedule their appointment and will be charged the late cancellation fee.
     

We understand there may be times when an unforeseen emergency occurs and you may not be able to keep your scheduled appointment. If you should experience extenuating circumstances and would like to request a waiver of your cancellation fee, please fill out the Fee Waiver Form.

 

You may contact Proactive Massage + Bodywork 24 hours a day, 7 days a week, at (804) 559-7990. If you need to get in touch with us outside of our normal business hours, you can do so by leaving a detailed message on our voicemail. 
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Gift Certificate FAQ's​

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  • “Can I get a refund for purchasing a gift certificates?” All gift certificate purchases (or redeemed massage sessions or series) are non-refundable.

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  • “Can I share my gift certificate with someone else to use?” Of course! If you’re unable to use your gift card, we’re happy to honor it for another recipient of your choice. That said, if you redeem your gift certificate for a session or a package, these services may not be shared. Just give us a call or send us an email so we can help you coordinate.

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  • “Does my gift card include gratuity?” Some gift certificates do include gratuity. It will be listed on the gift certificate if the purchaser included it in the gift. 

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Payment Methods​

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  • We accept MasterCard, Visa, Discover, Flexible Spending Accounts (FSAs), Health Savings Accounts (HSAs) and Cash Payments. We do not accept personal checks and American Express cards.

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  • A credit card is required to book all appointments.

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  • Insurance-friendly receipts are available upon request. Check your eligibility with your insurance provider.

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Safety/Conduct

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  • As professional licensed therapists, we’re dedicated to providing a completely safe and enjoyable experience for our clients. Our work is strictly therapeutic and non-sexual. Any sexual comments or advances will result in immediate termination of the session.

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New Clients​​

 

  • First visit? Please arrive a few minutes early to start the relaxation process. You can get comfortable, fill out a health-intake form, and discuss with your therapist what you’d like to focus on. Clients who are over 20 minutes late will be asked to reschedule their appointment, and will be charged a cancellation fee.

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Refund Policy

 

  • Due to the nature of our business, Proactive Massage & does not offer refunds for massage services, gift certificates, series, or packages. All service items that are purchased are nonrefundable.

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Gratuities

 

  • Gratuities are never expected, and always appreciated by the team. We ask that you offer gratuities to your service provider through cash, personal check, gift cards, or Venmo. Though we still accept gratuities through credit/debit card transactions, they are costly. 

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Series
 

  • Discounted packages, called series, are available for purchase. Series may not be shared with another client, or combined with gift certificates or other offers or discounts.

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