POLICIES

OFFICE POLICY

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BOOKING POLICY
  • We require a credit card on file to reserve all sessions. You will not be charged until your session is complete or as permitted by our cancellation policy.  (GE Tax of 4.166% will be added at time of check-out.)  If a card cannot be on file, we cannot schedule you.

SESSION POLICY

  • Each therapeutic massage session includes 10 minutes for consultation, dressing, and payment.  For example: a 60-minute session includes 50 minutes of hands-on service and 10 minutes for consultation, dressing, and payment.  This policy applies to all services offered at Big Island MT and all treatments will end 10 minutes early.
CHECK-IN POLICY
  • Please arrive 10 minutes prior to your session to ensure a full massage session.
NEW CLIENT POLICY
  • New clients are required to fill out our health history forms before services can be rendered.  Please refer to our booking policy, session policy, and our check-in policy.
CANCELLATION POLICY
  • We ask that you please reschedule or cancel at least 1 day before your appointment or you will be charged a cancellation fee of 100% of the cost of your service; otherwise known as a full-service fee.  If we are unable to process the fee, you will be sent an invoice.  If the invoice is not paid within 30 days, it will be sent to a collection agency.
LATE ARRIVAL POLICY
  • Our staff can accommodate late arrivals only with advanced notice via phone call/text message.  If we cannot provide a time extension, you may choose to enjoy a shorter session or you may choose to reschedule.  You will be charged a full-service fee, even if you decide to reschedule.
NO SHOW POLICY
  • Our staff will attempt to contact you once.  They are required to remain in the office only for the first 15 minutes of your appointment and if you are not present after 15 minutes - our staff is allowed to leave, the appointment will be considered a "no show" and you will be charged a full-service fee.
SICKNESS POLICY
  • Please call ahead of time if you are feeling ill.  If you call us with less than 24 hours, you will be charged a full-service fee.
SAFETY POLICY
  • We will not render services if you have any infectious conditions that could be transmitted by direct or indirect contact (flu, upper respiratory tract infections, gastroenteritis, MRSA, highly contagious skin infections such as impetigo).  If you have any open wounds, abrasions, or lacerations that are not properly covered, services cannot be rendered and if our therapists notice any damage to the integumentary system (your skin), treatment will be discontinued until a proper covering is applied.  Safety of client and therapist is important to Big Island MT and if you are unsure if you have an infectious condition, please see your physician and bring a note to your next appointment.
TIPS & GRATUITY POLICY
  • We do not require tips or gratuity from our clients and leave this to your discretion.  Customary tipping is  between 15%-20%.
GIFT CERTIFICATE & PACKAGE POLICY
  • Gift certificates and packages are non-refundable and are only valid 1 year from date of purchase.  Gift certificates are non-transferable and are not replaceable if lost or stolen, however, packages may be transferred between family and friends with prior notification.  Gift certificates and packages are not redeemable for cash, cannot be combined with discounts, and are for one-time use only.  Gift certificates must be present at the time services are issued in order to avoid any and all charges.

REFUND POLICY

  • Refunds cannot be processed for services rendered, gift certificates (even if lost or stolen) or packages (series of treatments). 
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