48 Hour Cancellation Policy
Agreeing to an appointment at Water House Wellness is an agreement to comply with our Code of Ethics and our Cancellation Policy. For Premium Member, you may have your cancellation waived up to three times annually. Go here to find out more.
Missed appointments, or any appointment changed, altered, moved or cancelled for any reason with less than 48 hours’ notice will be charged the full fee.
Due to the rate at which same day appointments are made and cancelled, we have changed our policy to charge at the time of booking for the full fee when you are booking within the 48 hour cancellation period. This fee is non refundable.
We want to make our policy as clear as possible as it can be upsetting when people miss or need to change an appointment, often because of genuine and stressful reasons. We have this policy to protect the livelihoods of our team who do not get paid when an appointment is not kept, as is common in healthcare provision. Should ill health or misfortune affect your ability to attend we hope you will graciously accept our policy as it helps to ensure that we still exist when you need our help again.
We encourage all our clients to have a friend on call who can attend a treatment in the event you are sick. This will make your friend very happy & be a great referral for our therapists.
Please read our full policy below.
Frequently asked questions.
1.What if I am suddenly taken ill?
We are a medical practice and care for people who are by definition unwell with complex health needs. Our customers therefore represent a group of people whose ability to attend is unpredictable and therefore highly likely to be unable to keep appointments. We care greatly about the well-being of our clients, it is also our vocation, but we have this policy to protect our team.
2. What if a serious, unavoidable situation arise
There are many, many different situations that can arise unexpectedly and cause people to be delayed or miss their appointment. Sickness of a friend or family member, accidents, traffic problems, parking difficulties, transport cancellations, strikes, and freak or severe weather to name a few. We appreciate that when people do not attend they have serious or distressing reasons for not doing so, but our policy exists to protect our team.
3. What if my employer has asked me to suddenly work late?
Employers often make demands of their staff at short notice without any knowledge or appreciation that their staff may have other commitments. A simple conversation with your employer/manager to explain that, while you are happy to work, you have already made an appointment for which you will be charged always results in either an offer to pay for your missed appointment (we can provide an official receipt), or telling you the work was not that important in the first place. With your permission, we are also happy for your workplace to contact us for verification.
4. What if my health or circumstances are unpredictable?
Booking an appointment in advance means you secure a date and time that is convenient, but waiting for tradesmen, child care arrangements and many more situations can make your attendance unpredictable. In this case, we recommend that you do not make appointments in advance and try and make an appointment on the day. We try and help by keeping some appointments available for people at short notice, however, at busy times, these appointments will be offered on a first come, first served basis.
5. What if I need to change my appointment several times?
You may change your appointments as many times as you need, so long as we are given more than 48 hours’ notice of any changes or alterations.
6. What if I made my appointment on the day and then needed to change it?
When booking on the day it is essential to make sure you will be able to attend as any cancellation or alteration would automatically be less than 48 hours’ notice. You will be charged in the event that you No-Show or cancel for any reason. The only exception to this is where it is possible to bring forward an appointment from a later time to an earlier time on the same day, assuming an earlier appointment is available.
7. If I am running late will I still be seen?
When an appointment is made, a period of time is reserved and we will always try our best to use that time in the most effective way possible. However, depending on the time remaining, some services may not be offered in full, or at all. For example, it may be possible to offer the remaining time of a massage, but there may not be enough time to treat every problem in the way that the full time would allow. Another example may be where there is enough time to assess or review a client but not enough time to provide the full treatment.
8. What if the practice is running late?
We know that your time is very important and we try to run as close to appointment times as possible. If we are running late, our promise is to give you the full appointment time or credit your account accordingly. You will be seen as quickly as possible and we will always make sure you are given full attention and care when you are seen.
9. What if I need to cancel an appointment and the practice is closed?
Our practice receives important messages that are logged, time stamped and checked by phone and email 365 days a year. You may notify our team of changes by phone or email. If a cancellation is made with more than 48 hours’ notice, no charge will be made, even if we are closed.
10. This is the first time I have ever missed my appointment. It’s unfair.
The majority of our customers are long-standing and have excellent records of attendance. We completely understand why, on the first and only occasion that an appointment cannot be kept, people feel aggrieved that we request payment. However, on an average day we will get 4-5 people who do not keep their appointments. The livelihoods of our therapists could be compromised. We hope that in the event of some misfortune you can appreciate why we have this policy, even if this has never happened before.
11. What if my appointment is cancelled with less than 48 hours’ notice?
In the event of being unable to treat we will ensure that we do everything in our power to deliver our services, or offer an alternative, but we cannot provide any compensation in the event that we have to cancel your appointment.
Our 48 Hour Cancellation Policy:
Water House Wellness has a 48 hour cancellation policy. When 48 hours notice is not given by the client to Water House Wellness to change the appointment date, time or therapist, or in the event that a client fails to show up for an appointment, the full fee will be charged for the appointment to the credit card on file. In the event a credit card is not on file, an invoice will be sent with notice that all unpaid invoices are sent to collection within 5-10 business days.
What constitutes notice:
After an appointment is booked, a client must email firstname.lastname@example.org or call 1.337.707.0476 to change or cancel an appointment 48 hours before the start time of the appointment. Clearly stated intentions to cancel the appointment must be communicated.
Same day appointment cancellations are responsible for the full cost of the appointment. Same day appointment booking falls within the 48 hour period and the client is responsible for the full cost of the appointment.
WHW considers same day cancellations a severe violation of our cancellation policy.
No shows: In the event that a client does not notify Water House Wellness that they intend to cancel and they do not show up for your appointment, this is called a "NO SHOW" and Water House Wellness reserves the right to charge the credit card on file the full fee for the time booked with the practitioner.
Water House Wellness is not responsible for notifying clients of appointments booked by phone, email or online booking.
Water House Wellness has an automated email system that reminds our clients of the appointment date and time, although WHW reserves the right to change this system at any time and is not responsible for the cancellation or "No Show" in the event that a reminder or notification is not received. Our automated email system has an "unsubscribe" option that enables clients to block reminder emails.
Late arrivals: Arriving to Water House Wellness 20 minutes or later after the start of an appointment is considered to be a "NO SHOW".
In the event that a client does arrive during their appointment time and the therapist agrees to work with them for the remainder of the scheduled appointment, the therapist has the right to end the appointment at the scheduled appointment end time and not compensate the client for the portion that was "NO SHOWED".
Water House Wellness is not responsible for any fees associated with the credit card charge in the event of a cancellation fee charge or a erroneous charge. Water House Wellness will of course reverse any charge that is in error.
Extreme weather cancellations and other events of extreme contract:
Water House Wellness is compassionate to events of unsafe weather and other events of extreme contract and requests sufficient notice in these events and urges our clients not to "wait and see" inclement weather.
In these events Water House Wellness expects a timely phone call or email to notify our Desk Staff or therapist that the client is unable to travel. For example, a winter storm has made it unable for a client to travel safely.
Water House Wellness expects a phone call or email when it is clear there is a winter storm and not 1 hour before the appointment time.
Cancellations due to illness:
In the event that you are not feeling well we do expect that you will respect our healing space and stay home if you might be contagious or unable to drive safely. Our practitioners have the right to be paid for their time that is held and unbillable to other clients and we encourage you to cancel your appointment with as much notice as possible when you are not feeling well. Just like an airline may charge a fee for an empty seat when the plane is still going to fly, we enforce our cancellation policy to pay our therapist who cannot receive wages for the time that you have held.
Zero tolerance for bullying:
WATER HOUSE WELLNESS understands unfortunate circumstances of life come up and that you may not be able to attend an appointment. We respect the need to change your appointment time before the 48 hour cancellation period.
In the event that a client attempts to cancel or no show an appointment within the 48 hour cancellation period, WHW expects full cooperation with our cancellation policy. Please respectfully submit payment for the full fee without negotiation or confrontation.
Attempts to negotiate with practitioners about the validity of the policy under any circumstance are not tolerated. Rude language, threats of law suits, threats of liable, threats of debilitating online reviews, insinuations that the responsibility of notice for the appointment is on the practitioner or water house wellness and not the client, or the insinuation that the online booking process or phone booking process are not clear are all attempts to bully Water House Wellness and are in violation of our Code of Ethics where we ask you to take responsibility for the appointment.
These behaviors and other clear acts of aggression or bullying will not be tolerated, and any such act will end our ability to discuss ways that Water House Wellness may accommodate your booking or future relationship with our company.
Due the nature of our business, our time is valuable and what you are paying for. You have booked time, and by holding our time you are holding our assets and our ability to make money and function as a business. Unfortunately in order to continue to function as a business any party that refuses to pay a cancellation fee will have the bill transferred to collections. We do not look upon this choice lightly, but feel it is necessary.
Code of Ethics
We follow a Code of Ethics set forth by the American Massage Therapy Association with additions that we ask our clients to agree to comply with in order to receive therapeutic massage and acupuncture.
This Code of Ethics is a summary statement of the standards of conduct that define ethical behavior for the massage therapist as well as our clientelle during the course of or therapeutic relationships.
Principles of Ethics
Massage therapists/practitioners shall:
Demonstrate commitment to provide the highest quality massage therapy/bodywork to those who seek their professional service.
Acknowledge the inherent worth and individuality of each person by not discriminating or behaving in any prejudicial manner with clients and/or colleagues. Including the federally protected classes: Race, color, creed or religion, national origin or ancestry, sex, age, physical or mental disability, veteran status, genetic information or citizenship. We also ask our practitioners not to discriminate on the basis of gay, lesbian, bisexual, transgender or queer status as we believe these should be protected classes as well.
Demonstrate professional excellence through regular self-assessment of strengths, limitations, and effectiveness by continued education and training.
Acknowledge the confidential nature of the professional relationship with clients and respect each client’s right to privacy within the constraints of the law.
Project a professional image and uphold the highest standards of professionalism.
Accept responsibility to do no harm to the physical, mental and emotional well-being of self, clients, and associates.
Rules of Ethics
The Rules of Ethics are mandatory and direct specific standards of minimally-acceptable professional conduct for all members of the association. The Rules of Ethics are enforceable for all association members, and any members who violate this Code shall be subject to disciplinary action.
Massage therapists/practitioners shall:
Conduct all business and professional activities within their scope of practice and all applicable legal and regulatory requirements.
Refrain from engaging in any sexual conduct or sexual activities involving their clients in the course of a massage therapy session.
Be truthful in advertising and marketing, and refrain from misrepresenting his or her services, charges for services, credentials, training, experience, ability or results.
Treat all clients with respect.
Clients / Customers shall:
Demonstrate respect for the practitioner providing the professional therapeutic service.
Acknowledge the inherent worth and individuality of each practitioner.
Demonstrate and conduct themselves in a professional relationship with the practitioner.
Acknowledge the confidential nature of the professional relationship.
Acknowledge the financial, emotional and personal boundaries of the relationship including maintaining a non-sexual relationship, protecting the therapists income by paying in full for treatments on time and in a respectful manner.
Accept responsibility for themselves to be on time, professional, and up to date on finances.