Policy and Procedures

Arrival time  

 Please arrive for your appointment 5-10 minutes prior to the scheduled starting time. This allows you the time to fill out the appropriate client information form (new clients), change and prepare for the service. All treatment sessions have a specific time schedule and early arrival allows for a relaxed and unhurried experience. If late arrival is inevitable, your service may be shortened to keep on schedule and the original treatment time may be charged.

Schedule, Cancellation Policy and Fees

Please notify the therapist of any allergies or sensitivities to aromas or ingredients when you schedule your appointment.

Your therapy times are reserved exclusively for you. We value your business and ask that you respect the office scheduling policies. Should you need to make a booking, cancel, or reschedule, please notify us at least 6 hours in advance. Any cancellations with less than one hour of notice are subject to a cancellation fee of $10 for 30mins/ $20 for 60mins/$40 for 90mins/ $60 for 120mins. a client who misses their appointments without giving any prior notification will be charged in full for the scheduled service. We recognize the time of our clients and staff is valuable and have implemented this policy for this reason. When you miss an appointment with us, our therapists not only lose their business, but also the potential business of other clients who could have scheduled an appointment for the same time.

 Additionally, many times our staff will be functioning in an “on call” status and may have travelled to the office specifically for your service. For these reasons, we are obligated to compensate our staff for their time.

Late Arrival Policy

All treatment sessions have a specific time schedule therefore we regret that late arrivals may not receive extension of scheduled appointments. In special cases, and when our schedule will allow, we may be able to accommodate a partial or full appointment. This will be at our discretion and only with proper advanced notification of your late arrival.

No Show Policy

At Highlands Family Massage we understand that unanticipated events occur in everyone’s life. Unforeseen events such as car problems, business meetings and children’s illnesses, are just a few reasons why one might consider cancelling a massage appointment. However, we ask that you call if you cannot keep your appointment. Clients who miss their appointments without giving any prior notification more than 2 times will not be rescheduled.

Sickness  Policy

In our business we recognise that both massage therapists and clients are vulnerable to infections and therefore ask clients to cancel appointments when they are feeling unwell.  If you have any of the following contagious illnesses the massage sessions will be rescheduled: Diarrhoea, Vomiting, Fever, Chicken Pox, Measles, Mumps, Conjunctivitis, Rubella, Head Lice, Impetigo, Influenza, Ringworm of the body, feet or scalp, Scabies, Thrush, Whooping cough and the common cold.

Informed Consent

Prior to each massage session, the treatment plan will be discussed with you. At your first visit with us you will be asked to sign the treatment consent form stating that you have read the information, understand it, and agree to comply with the professional remedial massage therapy policies and procedures. Clients who we have not seen for at least a year may also be asked to fill out this form.

If you or an additional person is coming with you for a massage or any client for that matter is under 17 years of age, he or she must be in the company of a responsible adult during the massage session.

Payment Policies

A credit card, cash and gift certificate are accepted.

Health fund rebates are also available facilities in the clinic.

Please be prepared before you come into the clinic.

Payment is non-refundable after having 15 minutes of the treatment, please inform us if you not happy early in the session

Scope of Practice

Massage Therapy is a profession in which the practitioner applies manual techniques, and may apply adjunctive therapies, with the intention of positively affecting the health and well-being of the client.

As massage therapists we do not diagnose or prescribe for medical conditions. Our therapist may refer you to a medical doctor for diagnosis or treatment. Our services are not intended as an alternative for proper medical attention for specific conditions. Please refer to a medical doctor for any specific conditions which requires medical treatment.

Respect for Client Needs and Boundaries

Our Massage Therapists are happy to adjust pressure, temperature, musical volume, work longer on an area or move on if you request it. The client may choose to leave on as much clothing as needed for comfort, refuse any massage methods, stop massage at any time. The client may choose to leave in first 15 mins if not comfortable with massage and entitled to a full refund. The client will always be modestly draped. Only the area being massaged will be undraped. The clients will be kept informed of the area to be massaged.

Professional Boundaries

Sexual interaction or discussion of any kind between the client and the massage therapist is NEVER appropriate. Requests for sexual activity Will be viewed as solicitation and will be reported to the proper authorities under the guidelines of the remedial massage therapy policies and procedures. The client will not be rescheduled if this occurs. The breast and genital area will not be massage under any circumstances. A professional distance will be maintained from these areas. In addition, low back hip and the gluteal area will be massage on request.

Confidentiality and Conversation

The discussion between the onsite massage therapist and the client is confidential. We are happy to listen to your conversation. we prefer not to discuss topics of a political, private or sexual nature.

We treat all client visits and conditions as confidential. As such, we will not discuss your visit with anybody outside of our staff without your express permission.

Existing and New Medical Conditions

It is the responsibility of the client to keep the massage therapist informed of any medical treatment currently being taken, and to provide written permission from the physician, physical therapist, etc., that the massage may be continued.

The client must also keep the massage therapist informed of any changes in health conditions.

 

                                                        If you have any questions on the above information, please direct them to