Heavenly Hands Massage & Spa Policies & Procedures
The members of our staff are dedicated to promoting the well-being of others. Our goal is that each guest leaves us relaxed and harmonized. Therefore, we ask that these few, but important, Policies are observed:
Providing smooth, relaxing service is our commitment. To ensure availability, we recommend reservations be made as far in advance as possible. Please advise at the time of reservation of any special needs, accommodations, or concerns you may have or if you have a promotional discount or gift card you plan to redeem. Please inform us of high blood pressure, pregnancy, injuries, allergies (especially seafood allergies), or any other significant medical conditions before booking your treatments. Please inform us of any medications you may be taking, especially Retin-A, Accutane, or any photosensitizing medications.
Sale of all gift cards, gift certificates, products, and services are final. There are no refunds on services unless otherwise determined by Management. There are no cash/credit back refunds. If Management determines that compensation is appropriate, the Client will receive an in-house gift card for an estimated dollar amount at Management’s sole discretion. In the case that a refund is over $100, the client must come into the spa to receive it.
If you cancel within 24 hours of your appointment, you will be charged 100% of your scheduled session fee. Clients with Groupon/Living Social vouchers are subject to the same rules for cancellation and tardiness as prepaid clients. If the Groupon/Living Social client is canceled on within 24 hours of the appointment, compensation will be granted at the Management’s discretion.
Why is there a charge? While you are not receiving the service you reserved, the time has still been set aside for you, and without advanced notice it is very difficult, if not impossible (depending on how much notice, if any, you do give), to find someone else to fill that time slot. Because massage is a low-volume business (we only see ONE client at a time, for an entire hour or more), every cancellation not only leaves a significant hole in our schedule but also represents a significant loss of income. The cancellation fee mitigates the loss for the practitioner.
While we certainly sympathize with those who are unable to make the appointment due to circumstances beyond their control, we are not in the business of judging whether someone’s excuse is 1) truthful or 2) “good enough” to warrant a waiver. No matter how good the reason for missing an appointment is, the financial loss suffered by the practitioner is no different. There is no malice or spite towards those who miss appointments; it is simply a matter of recuperating the cost for lost time.
If for any reason the spa needs to reschedule or cancel an appointment, as much advance notice as possible will be given. Should some unforeseen scheduling event occur that your therapist is not on time, and others are booked after you, with our sincere apologies, you may reschedule or take the remainder of your scheduled time at a pro-rated fee.
We enjoy children; however, it is our responsibility to create a peaceful atmosphere for all of our clients. Children of any age, regardless of how well behaved, can be disruptive to a calming experience, so please arrange for outside childcare prior to the visit.
Services for Minors:
Heavenly Hands does not provide massage or facial services to minors under the age of 8. Minors receiving services between the ages of 8-17 must be accompanied by a parent/guardian at all times while in the clinic. The parent/guardian must sign a Minor Parental Permission Form prior to the minor receiving a service. The form must be signed and dated by the parent/guardian in the presence of a staff member, and the staff member observing the completion of the form must also sign and date the form. A parent/guardian must be seated in the room throughout the entire massage session while the minor is receiving his/her massage.
We are pleased to honor cash, MasterCard, Visa, American Express, or Discover. At this time, insurance plans are not honored. You may obtain a receipt to submit to your insurance provider.
- Gratuities are not included in the price of treatments.
- Payment is due at the time services are rendered.
- Prices are subject to change without notice.
Preparing for The Spa:
Please respect the right to a quiet atmosphere for all guests. We ask that you refrain from talking loudly and that you turn off all cell phones and pagers.
Food is not allowed in a therapy room. Drinks are limited to water or tea. Please do not eat at least 90 minutes before a session, for your comfort & greatest benefit.
People under the influence of drugs or alcohol will not be allowed in a session. If a therapist deems that you are under the influence of a substance, they have the right to refuse service.
Men, please remember to shave before a facial treatment. Shaving or other depilatory treatments are not recommended 24 hours before salt glow treatments.
Rest and drink water before and after your session as massage can release metabolic wastes and toxins into your bloodstream as part of the body’s natural cleansing process; overwhelming yourself can cause imbalances.
Confidentiality and Privacy:
We do believe that every client has the right to privacy and confidentiality. The conversations you have with your therapist will remain confidential, as will your health history forms. We are happy to listen to your conversation and share our professional expertise. We prefer to not discuss topics of a political, private or sexual nature.
Additionally, client lists and email lists are confidential. We do not share our client lists with outside companies. Please respect these rights of our guests while visiting our facility.
Your right to privacy is assured with complete professionalism and proper draping procedures by our staff, and private areas for changing which are stocked with robes, sandals, and towels so you may disrobe to your comfort level to enjoy our amenities. For the complete comfort of all our guests, nudity is prohibited in common areas.
Requests for sexual activity will not be tolerated, will be viewed as solicitation, and reported to the proper authorities under the guidelines of the onsite massage therapy policies and procedures. The client will not be rescheduled if this occurs.
The breast and genital area will not be massaged under any circumstances. A professional distance will be maintained from these areas. Also, low back, hip & gluteal area will be massaged only on request.
Sexual interaction or discussion of any kind between the client and the massage therapist is NEVER appropriate.
The Treatment Session:
The therapist will determine how best to perform a therapeutic session, doing his/her best to meet a client’s need (i.e.: preferences of pressure & local focus or avoidance areas). If the client experiences any pain or discomfort during the session, s/he must immediately inform the therapist so that the pressure and/or strokes may be adjusted to comfort level. Deep tissue work requires warm, pliable tissue, more readily accomplished in a longer treatment.
If you are pregnant, be sure to let us know how many weeks you are into your pregnancy and your due date when booking an appointment.
**Women in the first trimester of pregnancy cannot receive massage due to the potential risk to both mother & baby.
All massages are therapeutically oriented and non-sexual. Any remarks or gestures made by the client and interpreted by the therapist as harassment or sexual in nature will result in the immediate termination of the session, and the client will be liable for full payment of the scheduled appointment.
The use of soft tissue manipulation and specialized massage techniques including strokes such as effleurage, petrissage, compression, stretching and joint movement are employed during your session. Depending upon your current needs, modalities (i.e. Swedish.) or implements (i.e. Hot Stones) may be suggested.
Partial or full disrobing is recommended for your massage session. At all times attention to proper draping and appropriateness is maintained by the use of sheets and towels. Please respect the therapist by maintaining appropriate coverage in the therapy room. Check in with your therapist, if you have any questions or concerns.
Massage should not be used as a substitute for medical examination, diagnosis, or treatment. All clients should see a doctor for any mental or physical ailment they are aware of because therapists are not qualified to perform spinal or skeletal adjustments, diagnose, prescribe, or treat any physical or mental illness, and nothing said in the course of a session should be construed as such.
As massage is contraindicated with certain medical conditions, clients must state all known medical conditions, and answer all questions honestly. Clients must keep the therapist updated as to any changes in their medical history (i.e.: surgeries, illness, skin conditions) and understand that there shall be held no liability by the spa or its therapists should a client forget to do so.