Please be mindful and pay attention when booking online - double check that you are booking for the correct desired time and day or that you are not booking extra appointments by mistake, appointments booked online by mistake will fall under the cancellation polices, if you unsure while booking online please call or text for assistance
Texting and/or booking online is the fastest and most desirable method
Please do not contact Health Matters therapists for appointments via their personal social media accounts
Calls, texts, and emails will be answered within 24 hours during Health Matter’s business hours (11am to 8pm) Monday through Friday and will not be answered on weekends, during holidays, or while therapists are on vacation
Appointment times start once the therapist takes you back to the treatment room
APPOINTMENT TIMES
Health Matters strives to provide the best services and respects the time requirements of clients, but appointment times may end up running long as appointments often times are difficult to put an exact time limit on based on the treatment
Health Matters usually schedules a gap before and after most appointments, if possible, to accommodate the sessions quality/clients who may be running late/appointments that run long
When booking please allow some flexibility around your appointment in case of an appointment running long or an appointment starting late
Please let your therapist know if you require the appointment to be done at a certain time, preferably in advance, in order to better accommodate your schedule
If you are going to be late to your appointment please text or call Health Matters, your therapist will try their best to make sure you still get your full appointment time
APPOINTMENTS WHILE SICK
In many circumstances massage is not advised while feeling ill or sick as it can impact your body’s ability to combat your symptoms
Please reschedule your appointment if you are feeling ill or are showing signs of being sick (colds, flu, fever, coughing, sneezing, etc) as a courtesy to your therapist and the other clients who are coming in after you. Nobody wants to lay on a table just after someone has been coughing and sneezing on it for over an hour.
A client who shows in person for an appointment while showing symptoms of being sick (colds, flu, fever, coughing, sneezing, etc) may be asked to reschedule which will not impact the standard cancellation policy
HYGIENE
Health Matters strives to maintain a high level of cleanliness to provide the best experience possible while limiting the spread of germs, bacteria, dust, dirt, and odors which could impact you, your therapist or clients after you who might have sensitivities
Please come to your appointment with publicly acceptable hygiene
EXAMPLES: make sure your feet are clean and free of residue, no excessive body odor or sweat such as coming from the gym or a physical activity, your skin is not peeling from sunburn or excessive dryness, you are not wearing strong perfumes, oils, or cosmetic odors as this may be irritable to the next client that uses the room and table
SOLICITATION
Health Matters does not allow unscheduled on site solicitation for products or services before, during, or after the appointment
Health Matters does not allow unscheduled solicitation via text or related social media platforms including contacting therapist’s personal social media accounts
Interested potential business opportunities for products, services, networking, etc please contact Health Matters via phone during business hours listed to speak with a representative
Consistent solicitations that void this policy may result in blocking of communications and/or services
NOISE & CELL PHONE USE
Health Matters operates in a building with a shared lobby with other businesses
As a courtesy to the other businesses, clients, and customers please silence your cell phone and refrain from phone calls and other excessive noise while you wait in the lobby
Please silence your cell phone during the appointment unless absolutely necessary
BUSINESS CARD SERVICE DISCOUNTS
The business card features boxes that get marked after an appointment with that appointment’s date
After the required boxes are marked the next appointment is then offered at the discount listed on the business card
The discount cannot be used with any other discounts or promotions
If the client has another discount for service (examples: a discounted gift certificate or referral discount) no box will be marked on the business card, unless being used by a first time client
If the client forgets to bring in their card, a new card will be issued and marked for that appointment starting with the first box, the client can then bring in cards that are marked to have them combined into one card
If a client loses their card then a new card will be issued and that’s client’s history will be reviewed in order to determine if the current appointment is eligible for a discount, the discount will be applied if necessary with no mark, if there is no applicable discount the card will start over with one mark for that appointment
Clients can opt to have Health Matters manage the date marks without using the business card, the client must verbally inform their therapist that they are electing for this service
Prices and discounts are subject to change without notice
Clients are not allowed to hold on to older cards that list different prices and expect to receive those prices. When an older card is presented the card will be transferred to the current card and current prices will be charged
REFERRAL PROGRAM
Refer a new client to Health Matters and receive your next appointment discounted
Referred client must be at least 18 years old
Referred client must show up in person for their appointment
Referred client must list your name in the “REFERRED BY” section of their intake form
Discounts follow discount prices listed on your current business card
Cannot be combined with any other promotion or discount
Referral discounts do not expire
Referral discounts will not be marked on your business card
Prices and discounts are subject to change without notice
CLIENT CANCELLATION POLICY
Health Matters strives to provide a fair and flexible cancellation policy in order to ensure business runs smoothly and can accommodate for unexpected situations
Last minute cancellations, no text/no call/no show, and habitual cancellations or reschedules are very disruptive to business operation and the needs of other clients waiting for appointments
If a client can find someone to fill their appointment time then the cancellation polices will be disregarded for that appointment
If a client simply moved their appointment time for the same day then the cancellation policies will be disregarded for that appointment
If a client schedules multiple appointments at one time and then needs to to change one or more of those appointments, within a reasonable amount of time, per the therapists discretion, after booking then the cancellation polices will be disregarded for that appointment unless there is excessive booking, rescheduling, and cancellations for that series of appointments that can be deemed disruptive
Health Matters sends text and/or email confirmations and reminders for appointments as a convenience only and it is still the client’s responsibility to manage their appointments after they are booked regardless of the texts or emails
The text and email confirmations and reminders are generated by our scheduling software and cannot be responded to, please read your text messages and emails closely and do not reply directly to your confirmation or reminder texts
If your email address is one file with Health Matters then you will receive email notifications along with your text message notifications
In the email you receive there is a link inside of it that will allow you to cancel and reschedule your own appointments without needing to contact your therapist directly. Please make sure when canceling or rescheduling your appointment through the email that you are selecting the correct appointment time and dates
24 HOUR OR LESS POLICY
A client who cancels or reschedules an appointment within 24 hours or less four times in a calendar year must prepay for all future appointments for the remaining calendar year
The client must provide a valid credit card to be billed for the prepaid appointment, if the client refuses to provide a credit card or the card provided is continuously being declined then that appointment will be canceled and future services my be denied
Prepaying for future appointments is non refundable
This will reset at the beginning of the new calendar year
Clients who continue to cancel 24 hours or less after prepaying may be refused future service appointments permanently
HABITUAL CANCELLATION AND RESCHEDULE POLICY
A client who has six cancellations and/or reschedules in a calendar year must prepay for all future appointments for the remaining calendar year
The client must provide a valid credit card to be billed for the prepaid appointment, if the client refuses to provide a credit card or the card provided is continuously being declined then that appointment will be canceled and future services my be denied
Prepaying for future appointments is non refundable
This will reset at the beginning of the new calendar year
Clients who continue to cancel after prepaying may be refused future service appointments permanently
NO TEXT/NO CALL/NO SHOW POLICY
A client who no text/no call/no shows will be charged a fee that will follow the current discount price of services for that length of the appointment that will be added to the cost of the next appointment booked
A client who no text/no call/no shows twice in a calendar year must prepay, before any future appointments will be made, full price for the appointment missed along with any outstanding fees from previous cancellations. The client will then prepay for all future appointments for the remaining calendar year
The client must provide a valid credit card to be billed for the prepaid appointment, if the client refuses to provide a credit card or the card provided is continuously being declined then that appointment will be canceled and future services my be denied
Prepaying for future appointments is non refundable
This will reset at the beginning of the new calendar year
Clients who continue to no text/no call/no show after prepaying may be refused future service appointments permanently
THERAPIST CANCELLATION POLICY
If the therapist must cancel or move an appointment then that client’s next appointment will be offered as a discount unless the appointment moved was for the same day just at a different time, this does not go into effect for appointment that are running late
Discounts follow current discounted prices
Cannot be combined with any other promotion or discount
This discount will be marked on the client’s business card unlike other discounts
GIFT CERTIFICATES
Gift certificates are non refundable
Gift certificates for full value service (non discounted) do not expire
Gift certificates will not go towards a mark on the business card when purchased or used, unless used by a first time client
All gift certificates for regular or discounted service must be used for the service listed and cannot be used towards a higher or lower value service or used with another discount or promotion
Gift certificates for discounted service expire after the date listed on the certificate
EXAMPLE: Expiration date is listed as 01/01/2018 then the certificate is considered expired 01/02/2018
Expired discount gift certificates retain their worth and can be used towards the purchase of full value service where the client pays the difference of full service fee
EXAMPLE: Discount gift certificate was purchased for $35 but is now considered expired. The $35 value on the certificate can be used towards the price of the full service. The client pays the difference after the certificate value is subtracted
PRICING POLICY
Health Matters strives to provide affordable pricing for services
Payment for services are non refundable if the appointment is completed and due at the end of the service, unless the client must prepay for an appointment, then the payment is required before the services are rendered
A $40 fee will be applied to any bank check that does not clear and to any credit/debit card payment that is refused or voided from the issuing bank or card holder, this fee will be added to the next appointment scheduled for that client, excessive bounced checks and credit/debit card issues will result in prepaying for all future appointments or denial of service, prepaid services are non refundable
Prices may be subject to change without notice
Click the “BOOK NOW” button on the page and select a service to find the current pricing
Health Matters does not price match with services from other businesses
Health Matters does not barter or trade services for any other service or product
Clients are not allowed to hold on to older business cards that list different prices and expect to receive those prices. When an older card is presented the card will be transferred to a current business card and current prices will be charged
SPONSORSHIP
If you are an athlete or health professional and are interested in Health Matters’s sponsorship programs please contact Health Matters during normal business hours to set up a consultation
