Policies | True Massage

Booking Policy

A valid and updated card-on-file is required to hold all appointments. At this time, only Couple's Massages and 120min Massages require 25% deposit at the time you book your session. Your deposit will be credited towards your service. Full payment is due at the end of service. Please complete and submit our required medical intake form after you've scheduled appointment.

Payments

Payments can be made in the form of all valid cards. We do not accept Cash App, Zelle, or any other transfer apps. We do not accept cash, unless it's for gratuity for your service provider. There are no refunds or exchanges on any products, packages, or services. All sales are final.

Text-Check Out

Some massage appointments require a text-check out. This means after your provider has completed the service, our office will call or text you to collect the unpaid balance. At that time, you can tip your provider or do it through cash directly.

Gratuity & Tipping

Tipping your service provider is not required but greatly appreciated. Tipping can be done at anytime with valid card or cash directly to your service provider. Standard industry gratuity percentages can range from 15-25% of the service.

Cancellation Policy*

Please note that once you have booked an appointment with us it means that we have reserved time in our schedule exclusively to travel to you. You will receive several appointment reminders via text and email prior to your appointment.

If you cancel (or reschedule) your appointment less than 24 hours before it is scheduled to take place, you will be subject to a penalty of 50% of the total cost of the service, no exceptions.

If you cancel on multiple occasions or are a no-call no show, we reserve the right to ban you as a client or require a paid-in-full deposit for future appointments.

To avoid a cancellation fee, you are able to cancel/reschedule your own appointments from your phone or you may email, text, or call our office. (850) 509-1755 , hello@truemassagebodywork.com 24 hours in advanced.

We reserve the right to charge 100% in the case that we can't reach you or you are unavailable when we arrive.
Please be advised that our staff reserves the right to leave the session, charge the full cost of service, and ban you as a client if we feel threatened or unsafe at your location.

Tardiness Policy

We come to you, so please be ready when our team member arrives. Clients who arrive more than 10 mins late will receive an abbreviated session. For example, if you scheduled an hour session and arrive 15 minutes late, you will be charged for that hour session but will only receive 45 minutes of treatment for that session, including consultation and changing, and set up time.

COVID Policy

We take safety very seriously. Our top priority has always been to bring an unparalleled safe experience of healing and relaxation to our guests, and our resolve is stronger now than ever before. We follow and implement recommendations set by Florida's Department of Health and The CDC. Please complete and submit our required medical intake form after you've scheduled appointment.

Our Staff Will:

Wear masks that cover our mouth and nose at all times during services.
Always wipe all equipment such as mobile tables, lotion bottles, machines with hospital grade disinfectant after every single session.
Take your temperature at each appointment.
Always wash hands and sanitize before and after sessions.
Will offer you the option to pay for your treatment and gratuity online ahead of time for a touch less transaction.
No employee will work if they feel unwell.

We Ask That You:

Wear masks that cover your mouth and nose at all times during your session.
Fill out the online intake form at home before your session to limit contact with staff devices.
Fill out the COVID 19 waiver presented in online intake form at home before session, to limit contact.
Pay for sessions with the card on file or in-full ahead of time online to limit contact.
Limit the amount of people in home/treatment area.
Provide a clean area for us to set up and work.
Always reschedule your appointment 24 hours in advance if you feel unwell.

Booking Policy

A valid card-on-file is required to hold all appointments. At this time, only Couple's Massages and 120min Massages require 25% deposit at the time you book your session. Your deposit will be credited towards your service. Full payment is due at the end of service. Please complete and submit consultation intake form prior to your scheduled appointment. Payments can be made in the form of all valid cards. We do not accept Cash App, Zelle, or any other transfer apps. We do not accept cash, unless it's for gratuity for your service provider. There are no refunds or exchanges on any products, packages, or services. All sales are final.

Health Conditions/Insurance

Please complete and submit our required medical intake form after you've scheduled appointment.

If you are currently under medical supervision for conditions such as high blood pressure, low blood pressure or diabetes, it is recommended that you consult your physician before booking any of our sessions. Body treatments are not advised for pregnant women.

Ask your insurance provider if they cover "manual therapy" or "lymphatic drainage". Our office will provide insurance billing forms so that you may be reimbursed by your insurance provider for MLD services. Once you provide your coverage details, we can help make insurance reimbursement hassle free and easy.

Packages Terms

Package Terms and Conditions:

By agreeing to these terms I understand that Packages are non-refundable after purchase.
By agreeing to these terms I understand it's my sole responsibility to schedule my appointments and use my prepaid sessions before they expire.
All prepaid appointments expire after 4 months of purchase.
By agreeing, I understand the cancellation and no show policy: No show appointments and same-day cancellations will result in losing a session of your prepaid package.
By agreeing, I understand that I cannot text to cancel or reschedule. I must call the office or use the options in my email to reschedule more than 24hrs in advance to avoid losing a session in my package.

Giftcard Policy

I understand that Gift cards are only applicable towards our "Massage Therapy" services. I understand that once I purchase a gift card it's my responsibility to book an appointment to use. I understand that all gift card purchases expire after 6 months of purchase. I understand that my gift card purchase is virtual and will be sent to my email.

Shipping Policy - Online Store

Please allow 4-5 business days processing and 7-14 business days for shipping. All orders can be returned if they are not tampered with within 14 days of delivery of the product. If you have questions about orders please email truemassage.tlh@gmail.com and we will contact you in a timely fashion.