Practice Policies & Standards

CLIENT GUIDELINES

Cancellations & Arrivals

  • 24-Hour Cancellation Notice: Cancellations or appointment changes made with less than 24 hours' notice will incur a 50% cancellation fee.

  • No-Show Policy: Clients who fail to arrive without prior notification will be charged 100% of the scheduled service fee.

  • Late Arrival Policy: To preserve every guest's treatment time, sessions conclude at their scheduled end time. Clients arriving more than 15 minutes past their start time will be asked to reschedule and billed in full.

Client Health & Privacy

  • Early Arrival & Intake: New clients are asked to arrive 5–10 minutes prior to their session time to fill out health intake forms and discuss treatment goals.

  • Medical Updates: Clients must disclose any health conditions, injuries, or medical changes. Medical clearance may be required for specific conditions.

  • Confidentiality: Client records are kept strictly secure and confidential. Information is never shared without written consent unless required by law

Payment, HSA & Gift Cards

  • Credit Card Requirement: A credit card is required to hold online reservations for 2 hour massages.

  • Accepted Payment: We welcome cash and all major credit cards. (Please note: We do not accept HSA or FSA cards).

  • Gratuity: Gratuity is not included in service pricing but is always warmly appreciated by your therapist.

  • Gift Cards: All gift card purchases are final and non-refundable. Gift cards remain valid for 5 years from the purchase date.

Boundaries, Safety & Draping

  • Professional Draping: Professional draping is strictly enforced at all times. Only the specific body area being worked on is exposed during treatment.

  • Zero Tolerance Policy: We maintain a strictly professional, therapeutic environment. Any inappropriate remarks, solicitation, or sexual behavior will result in immediate session termination with full charge.

  • Minors Policy: Clients under 18 require signed parental consent; a parent or legal guardian must remain present for clients under 16.

  • Valuables: Please leave jewelry and personal valuables at home. Madsen Massage is not responsible for lost or damaged personal items.