Booking and Cancellation Policies at Viva Massage and Wellness Inc.

Thank you for choosing Viva Massage and Wellness for your therapeutic massage needs. We strive to provide a safe and relaxing environment for our patients. To ensure a smooth experience, we have established the following policies:

Booking Appointment

VIVA Massage and Wellness recommend scheduling your appointment as far in advance as possible to ensure availability. All services require a credit card, or gift certificate to guarantee a reservation so please have your credit card and/or gift certificate ready when booking. You will not be billed unless there is a cancellation or no-show. Upon checkout, guests may choose their method of payment and are not obligated to use their credit card for payment. At our paperless Massage Clinic, we strive to provide a seamless and efficient experience for our clients while maintaining the highest standards of privacy and security. You will need to provide us with the correct email address and agree to our terms of service.  It is important that the information you provide in the intake form is accurate and complete to receive intake forms and surveys. Upon booking an appointment, you will receive an online intake form, and email and text message reminders are available for each treatment you booked. If you require assistance with completing the electronic intake form, please let us know, and we will do our best to accommodate your needs.

Arrival or Late Arrival Policy

We recommend that you arrive at our clinic at least 10-15 minutes before your scheduled appointment time. This allows you to check in, fill out any necessary paperwork, and prepare yourself for your massage.

Late Arrival Policy

All treatment sessions have a specific time schedule therefore we regret that late arrivals may not receive an extension of scheduled appointments. In special cases, and when our schedule will allow, we may be able to accommodate a partial or full appointment. This will be at our discretion and only with proper advanced notification of your late arrival. The original reservation fee will be charged.

No show Policy

A no-show policy for VIVA Massage and Wellness typically outlines the consequences for clients who fail to show up for their scheduled appointment without giving advance notice. If you fail to show up for your scheduled appointment without giving us advance notice, you will be considered a No-Show. If you are a no-show, you will be charged a fee of 50% of the cost of the missed service. We understand that unforeseen circumstances may arise, and we will make every effort to work with you if you need to reschedule your appointment. However, repeated No-Shows or cancellations may result in being unable to schedule appointments in the future.

Cancellation Policy

At Viva Massage and Wellness Clinic, we understand that life can sometimes throw unexpected circumstances our way. However, we also want to ensure that all our clients receive the best possible service care. If you need to cancel your appointment, we kindly request that you provide us with at least 24 hours notice. This allows us to offer the appointment time to other clients who may be on our waitlist. If you cancel within 24 hours of your appointment or fail to show up, we will charge you a cancellation fee of $50. Clients who miss their appointments without giving any prior notice will be charged in full for the scheduled service.

NOTE: THIS FEE CANNOT BE PAID WITH YOUR BENEFITS AND CANNOT BE CLAIMED.

Confidentiality and Conversation Policy   

At VIVA Massage Clinic, we respect the privacy and confidentiality of our clients. We strive to create a safe and comfortable environment for our clients. To ensure that our client’s privacy is protected, we have implemented the following confidentiality and conversation policy:

All information shared between the massage therapist and the client is strictly confidential. This includes personal information shared during the intake form process, as well as any information shared during the massage session. We will not share your information with anyone without your express permission, except as required by law.

During the massage session, our massage therapists will maintain a professional demeanor and limit conversation to topics related to the massage. This includes questions about pressure, comfort, and areas of focus. You may choose to talk; no talk during the massage session. However please note that we always prioritize your relaxation and comfort during the session. Sexual interaction or discussion of any kind between the client and the massage therapist is NEVER appropriate. We do not tolerate inappropriate or offensive language or behavior. 

We expect our massage therapists to communicate with our clients respectfully and professionally. The clients will always be modestly draped. Only the area being massaged will be undraped.

Our massage therapists, do not diagnose or prescribe for medical conditions, it is the responsibility of the client to keep the massage therapist informed of any medical treatment currently being taken and to provide written permission from the specialist Chiropractic, Physiotherapy, etc. Please notify the receptionist of any allergies or sensitivities to aromas or ingredients when you schedule your appointment by phone or in person.

Direct Billing

VIVA MASSAGE AND WELLNESS, we offer direct billing services for clients who have extended health insurance coverage that covers massage therapy. To use this service, clients must provide us with their insurance information and we will verify their coverage and eligibility. If the client’s insurance provider allows for direct billing, we will submit the claim on their behalf and receive payment directly from the insurance company.

The clients are will only responsible for paying any co-payments or deductibles required by their insurance plan, if the insurance provider does not allow for direct billing, the client will be responsible for paying the full cost of the services at the time of the appointment and submitting their claim to the insurance provider for reimbursement. It is the client’s responsibility to verify their insurance coverage and eligibility prior to the appointment. If the claim is denied, the client will be responsible for paying the full cost of the service. Some insurance providers may have specific requirements for submitting claims, such as a referral from a physician or a maximum number of visits per year. It is the client’s responsibility to understand and comply with their insurance provider’s requirements. We will make every effort to assist clients to direct billing and provide guidance on submitting claims, but we cannot guarantee payment from the insurance provider. Please don’t forget to fill out the Consent Form otherwise we won’t be able to direct billing to your Insurance Provider.

By booking an appointment with Viva Massage and Wellness, patients acknowledge and agree to comply with the above policies. We appreciate your cooperation in helping us maintain a pleasant and safe environment for all our patients. Thank you for choosing Viva Massage and Wellness for your therapeutic massage needs.

If you have any questions or concerns about it, please do not hesitate to contact us.