Cancellation Policy and Code of Ethics
We have a 48 Hour Cancellation Policy. Please read about our cancellation policy below.
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.
Agreeing to an appointment at Water House Wellness is an agreement to comply with our Code of Ethics and our Cancellation Policy.
Code of Ethics
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.
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 you cannot return a concert ticket for a refund because you have the flu, you cannot cash in on our therapists time because you or a family member has an illness.
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.