Client Forms, FAQs, & Office Policies

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Frequently Asked Questions

It's my first massage. What should I expect?
We are a clinic-style office, not a fluffy and frilly spa.  You will find a clean, comfortable office without all the hoopla.  You should expect to be treated courteously, professionally, and respectfully. Be well hydrated before you come (water is best, but no alcohol please). Our processes will be explained prior to the massage, allowing for any questions you have to be answered.  You may be asked to undress to your level of comfort in a private and a secure room. You will be fully covered with sheets chin to toes. Call if you have any questions before your appointment. 828-328-3627.

When do I pay you?  What forms of payment do you accept?
You will be asked to pay for the New Client Intake Appointment at the time of booking.  After that initial appointment, payment is due at each time of service.  We do not have a monthly membership or auto-pay, but we do sell prepaid packages for your convenience.  We accept MasterCard, Visa, Discover, cash, and checks., HSA and Flex Cards.  There is a $35 fee for checks returned for non-sufficient payment.  All sales of gift cards, gift certificates, and packages are final and have no cash value. 

What health insurance plans do you participate in? Will you file my insurance? 
We don't participate as a preferred provider with any insurance plan, though some Healthcare Savings Accounts and Healthcare Flex Cards will allow you to use them as payment for massage.  I do provide a receipt by email for your payment that you may file with your insurance company directly.  It is your responsibility to check with your insurance carrier to determine if there is coverage for a massage on your plan.

I'm going to have to reschedule. Is there a fee?
Please allow 24 hours’ notice when canceling or rescheduling appointments.   For no-shows and cancellations with less than 24 hours’ notice, your therapist may charge you the full amount of the service scheduled at their discretion.  Of course, we understand emergencies occur, so please speak with your therapist for exceptions. If no-shows exceed three visits, a prepayment will be required at the time of appointment booking.

What if I'm late for an appointment?
We will do our best to accommodate you, however, we must honor the appointments of the clients booked after you. If you are, late your session will only be for the remaining time left in your appointment. You are responsible for payment for the full charge of the original appointment. Treatment package sessions will also have full time deducted from the remainder of the time.  If you miss the majority of your appointment, you are responsible for the full appointment fee and your appointment may be rescheduled at the discretion of the therapist. Repeated tardiness for appointments will require prepayment before scheduling your next session.

A few important notes:
Our therapists are licensed health care professionals with ethical standards of behavior and scope of practice. As such, our focus is on your health and wellness.  As a client, you give consent for treatment when you complete the intake form.  Even so, you have the right to refuse/stop any treatment or session at any time.  Our therapists will respect your wishes.  

Your therapist has the right to refuse or immediately terminate treatment if:

  • The client appears to be under the influence of drugs or alcohol - this is for client's health and benefit.  
  • Any inappropriate behavior, comments or gestures are made toward the therapist/staff member.   


Office Policies

Massage therapy is the hands-on application of pressure to relieve muscle tension, it is not a substitute for medical exams, care, or diagnosis.  We will ask you about your health history, especially any known medical conditions.  It is your responsibility to inform therapists of changes in your medical condition.  If you experience discomfort in session, you should inform the therapist so adjustments can be made. We will discuss the benefits and risks of massage at your first appointment.

Draping will be used during the session.  Only the immediate area being treated will be uncovered. Massage therapy is not sexual in any manner. Any illicit or suggestive remarks or behavior on a client's part will result in the immediate termination of the session and the client is responsible for full payment for the scheduled time.

SICKNESS: We have staff members and other clients who have compromised immune systems.  To protect everyone's health, we ask that if you are feeling unwell on the day of your appointment and suspect you are coming down with a cold or virus to PLEASE call and reschedule your appointment.  We will waive the cancellation fee in this instance.  If you arrive for your appointment with the follow symptoms (a runny nose, cough, congestion, fever, flushed appearance) we reserve the right to reschedule your appointment since you MIGHT be CONTAGIOUS.

We do understand that emergencies happen, however:
Cancellation Policy:  Failure to cancel an appointment without giving 24 hours’ notice, will result in a charge of $30 late cancellation fee.  After three Late Cancellations, clients are required to pay in full at the time of booking.

No Show Policy:  Failure to keep a scheduled appointment, without calling ahead, may be charged the full session fee.  After three No Shows, clients will be required to pay in full at the time of appointment booking.

*Email/Text Policy:  We use your email address for appointment reminders, to notify you of promotions and occasional office news.  We use your cell phone number for appointment reminders (standard rates may apply).  Your privacy is important to us.  We will not sell, rent, or give away your name, address, or contact information to anyone. You may unsubscribe from email at any time by clicking the unsubscribe option at the bottom of any email.  Please notify the office Attn: Amy@MuscleDocsMassage.com, if you do not want to receive text messages.  Please note these two options are the only appointment reminders from our office.

Checks returned for insufficient funds will incur a charge of $35, which must be paid prior to your next appointment.