Policies & Practices

Update December 5th 2023

Dear Community Member:
***Please see our new option to sign up to Step In and have your cancellation fee waived. ***
We are so thankful to have survived as a small business through the early years of the Covid-19 pandemic and the economic changes that have persisted.
After three years of Covid-19, we have made many changes to the way we handle cancellations.
As a business that directly pays our staff based on when customers arrive for treatments, it has been a challenge to arrive at policies that both support our employees financial security and long term health and also support our customers.
You may be surprised to know that there are a number of same day appointments that are made and canceled. For that reason, we have implemented a policy that missed, changed, altered, or canceled appointments with less than 48 hours’ notice will be charged the full fee of the service.
As a small service based business, our staff loses income if a community member doesn’t show up. Booking an appointment means that you are holding a therapist's time and we expect that the full fee will be paid unless you cancel before the 48 hour mark. Please know that paying for your time booked means Water House can continue to run and for that we are thankful.
The result has been mixed, with many of our community members understanding this need. At other times, our cancellation policy has caught people in the midst of very trying times. For those folks, we waive the fee and then take on the cost ourselves and pay the therapist. Without paying them we would lose valuable, skilled staff who deserve to be paid for their time. Our providers are what makes Water House so special.
We understand that this policy can be frustrating for community members, so you always have the option to have a friend or family member take your appointment. Since that’s not always possible, we have come up with a solution through our Step In program.
If you sign up to Step In, we will find someone on the list who can take your appointment. You’ll also be on the list to be called if someone needs their appointment filled.

Code of Ethics and our Cancellation Policy

Agreeing to an appointment at Water House Wellness is an agreement to comply with our Code of Ethics and our Cancellation Policy.
Please read our full policy below:
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. This applies to any and all situations, including weather, illness, and emergencies. You have the option to find someone to take your appointment or to participate in our Step In program to avoid being charged.
What constitutes notice: After an appointment is booked, a client must email waterhousewellnessfrontdesk@gmail.com or call (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.
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 or sending reminder emails, texts or phone calls. Water House Wellness has an automated email system that reminds our clients of the appointment date and time, although Water House Wellness 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. Email systems also have filters and other measures to disable our transactional emails if that is your preference.
Late arrivals: Arriving at 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 reserves the option to end the appointment on time and not compensate the client for the portion that was missed.
Water House Wellness is not responsible for any fees associated with the credit card charge in the event of a cancellation fee charge or an 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. We request that you provide sufficient notice in these events. We urge our clients not to "wait and see" if inclement weather will affect you traveling 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.
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 we encourage you to cancel your appointment with as much notice as possible when you are not feeling well.
Emergencies: We do understand that emergencies happen and that sometimes appointments need to be changed or canceled. We ask that you contact us as soon as possible to reschedule.
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. In the event that a client attempts to cancel or No Show an appointment within the 48 hour cancellation period, Water House Wellness expects full cooperation with our cancellation policy. Please respectfully submit payment for the full fee without negotiation or confrontation.

Sign up to “Step In” to have your cancellation fee waived.

If you’ve found yourself paying a cancellation fee in an emergency and felt super bummed about it, our Step In program may help you to avoid our 48 hour cancellation policy in the event you can’t make an appointment in an emergency. It’s a wait list and means that someone can step in and take your appointment on short notice. You’ll also be on the list and agree to step in for another community member at some point within the next 48 hours. It could be at a moment’s notice, or a day out. We ask that people that agree to Step In, step in atleast 1x a year.

Here’s how it works:
1. You sign up for the Step In program by completing this 3 question survey. By signing up, you agree that you’ll step in at least once over the next year.
2. If you need to cancel for any reason within the 48 hour window, we’ll find someone on the list to help you out OR if someone else needs to cancel, we’ll contact you to see if you can take their appointment.
3. The appointment is taken care of and you don’t have to pay for your time with our staff member for the canceled appointment. When you fill in, you’re not only helping out another member, but you’re getting to pamper yourself! It’s a win-win.

***An important note: The spirit of this arrangement is to use this exchange in an emergency and to continue to respect our current cancellation policy,

To sign up, complete this 3 question survey. Folks that step in minimally one time annually will have their fee waived in an emergency. Excussive use of this perk will mean we may have to revoke it, please be mindful and use this only if truly needed.

Non-Circumvention Policy:

Purpose:

This clause aims to prevent customers and employees from establishing direct relationships that could harm the business of Water House Wellness. It also safeguards Water House Wellness from being excluded from the business relationships it has invested significant resources in creating.

Customer Agreement:

By becoming a customer of Water House Wellness and utilizing our website, location, and services for treatments, you expressly agree to communicate exclusively with WATER HOUSE WELLNESS and to make all payments for treatments, services, and retail purchases solely through WATER HOUSE WELLNESS.

Compensation Acknowledgment:

You acknowledge that the compensation received by Water House Wellness for providing services is derived from our Membership and service fees. In return, you receive substantial value through the relationships established with our providers. Payment to Water House Wellness is only deemed complete when processed through our payment systems.

Exclusive Payments:

Throughout your engagement with Water House Wellness’s services, products, events, and facilities, you agree to make all payments exclusively to Water House Wellness for any work originating from a relationship established through Water House Wellness.

Employee Relationships:

If a relationship is formed with one of our employees, payments for services derived from that relationship must be made through Water House Wellness for the duration of the employee's employment and for 24 months following the conclusion of their employment. This encompasses all massage, acupuncture, skin care, and therapeutic treatments offered by the employee at Water House Wellness.

Geographical Exception:

This agreement applies to any business arrangement between the employee and the client that attempts to bypass payment to Water House Wellness, except in cases where the business arrangement is outside the state of Massachusetts.

Consequences of Violation:

Any breach of this agreement is considered a serious violation and may result in the permanent suspension of your Account, accompanied by a conversion fee.

Employee Transition:

If a Water House Wellness employee concludes their employment, we will facilitate your transition to another exceptional staff member. If, after 24 months, you wish to establish a direct pay relationship with a former employee, a conversion fee is applicable for goods or services.

Ongoing Obligations:

You commit to utilizing Water House Wellness payment processing as the exclusive method for making payments, agreeing not to circumvent this arrangement unless you pay the specified "Conversion Fee."

Applicability to Business Representatives:

If you are an employee, agent, or representative of another business using Water House Wellness, this agreement extends to you and others acting on behalf of the business.

Pre-Existing Relationships:

This agreement does not apply if you and an employee had a working relationship before meeting at Water House Wellness.

Prohibited Actions:

During your engagement with our goods and services, you agree not to:

Offer, solicit, or accept any offers from Water House employees for transactions outside of Water House Wellness or

Refer Water House employees to third parties for payment purposes outside of Water House Wellness.

Notification Requirement:

You agree to promptly notify Water House Wellness of any suggestions or unsolicited contacts proposing payments outside of Water House Wellness. Additionally, you commit to reporting any breaches or potential breaches of this non-circumvention agreement to kelly@waterhousewellness.com.

Enforcement:

Any violation of this section constitutes a material breach of the Terms of Service, leading to potential permanent suspension of your Account and the imposition of the Conversion Fee.

Gratuity Exception:

Gratuity or gifts may be directly given to our employees in conjunction with services at Water House Wellness, when making payments for services or upgrades.

If any provision of this agreement is held to be invalid, illegal, or unenforceable under any applicable law, the validity, legality, and enforceability of the remaining provisions shall not be affected or impaired. In such a case, the parties agree to replace the invalid, illegal, or unenforceable provision with a valid, legal, and enforceable provision that most closely achieves the intended economic effect and purpose of the invalid, illegal, or unenforceable provision.

Legitimate Business Interest Clause:

Water House Wellness and the customer acknowledge and agree that Water House Wellness has a legitimate business interest in enforcing the non-circumvention agreement. This interest arises from the substantial investments, resources, and efforts expended by Water House Wellness in establishing and maintaining its business relationships with customers and employees. Water House Wellness provides a platform and services that facilitate the development of valuable relationships between customers and employees, which, in turn, contributes to the success and sustainability of Water House Wellness.

The parties recognize that the protection of these relationships and the prevention of direct engagements between customers and employees outside the established channels are essential to safeguard the ongoing viability and economic interests of Water House Wellness. The restrictions imposed by this agreement are reasonable and necessary to protect these legitimate business interests and to ensure that Water House Wellness continues to thrive as a business.

Conversion Fee Explanation:

In the event that a client expresses interest in establishing a direct business relationship with a Water House employee, the Conversion Fee will apply. This fee allows the client to exit the obligations outlined in the non-circumvention clause with Water House Wellness. The Conversion Fee is a minimum of $1,050 USD or as otherwise specified in this agreement.

Calculation:

The conversion fee is calculated at 50% of 18 months of the Water House membership fee for the average service or membership received, or a minimum of $1,050 per relationship, whichever is greater.

Opt-Out Option:

You have the option to opt out of the non-circumvention obligations for each Water House Wellness Relationship by paying a Conversion Fee. The fee is a minimum of $1,050 USD for each relationship unless a documented business relationship existed prior to the employee's contract with Water House Wellness.

Multiple Providers & Modalities:

For clients with relationships spanning multiple providers and modalities, the Conversion Fee may be calculated differently at the discretion of the business.

Enforcement:

If Water House Wellness determines a violation of the non-circumvention clause:

Your Payment Method may be charged the Conversion Fee (including interest) or an invoice sent (payable within 30 days).

Your Account may be closed, and your authorization to use our services revoked.

You may be charged for all losses, costs, and reasonable expenses related to investigating the breach and collecting fees (including attorneys’ fees).

Non-Refundable Nature:

The Conversion Fee is not refundable under any circumstances.

Minimum Fee Guarantee:

In no event shall the Conversion Fee be discounted below the minimum of $1,050.

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. We reserve the right to update and clarify the code of ethics from time to time.

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. This includes maintaining strict standards of care including working only within the scope of practice, offering care only with consent and maintaining an environment free from harassment or concern for harassment.

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. This includes stopping a session and concluding work with a client that cannot keep themselves covered during the massage or who does not ensure the ease of the therapist keeping them covered. While we understand that ease exists from person to person in how nude they are with a provider, we do not allow nudity at Water House Wellness. Our providers follow standards of draping and a client’s body must be covered at all time. Our providers may adjust how much the client is covered during the treatment, including all areas of the body, neck, arms, back etc and the client may not expose more of their body without the consent of the provider. It is not ok to undress in front of the provider or be undressed without being draped by the provider. Any concerns that a provider has about keeping a client draped will result in the therapist or the practice asking the client to wear clothing during the massage to ensure coverage.

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, including when the appointment is cancelled with less than 48 hours notice.

Clients agree to not negotiate the cancellation policy, it’s validity or applicability. The cancellation policy applies in order for Water House to pay employees.

Accept responsibility for themselves to be on time, professional, and up to date on finances including making and cancelling appointments. It is easy to make or cancel an appointment online, by phone or by email,

Accept charges as complete for service, time and resources given. Once a gift certificate or membership charge is processed, our agreement is that payment is complete and not to be refunded. In exchange, Water House offers services, retail and gift certificates. Per our online order form for gift certificates: “Gift Certificates are honored for 7 years. Water House Wellness has a 48 hour cancellation policy which also applies when someone presents a gift certificate to hold an appointment. Gift Certificates must be presented at the time of booking or checkout and cannot be applied towards a past charge for a refund. Gift Certificates are transferable, but offers can not be combined with other offers. There are no refunds on gift certificates, but gift certificates can be applied to all future services and retail.”

Privacy Policy

Water House Wellnesshas created this privacy policy statement in order to demonstrate our firm commitment to your privacy. The following discloses our information gathering, use and dissemination practices for the websites located at waterhousewellness.com and the use and dissemination practices for information collected at Water House Wellness. By using or accessing our websites, or by providing personal information in our location, you agree to the terms of our Privacy Policy.

Personal and Non-Personal Information We Collect

Information You Provide: When using our websites, receiving services at our location, or making a purchase at our locations, you may choose to or we may ask you to provide us with certain personally identifiable information that can be used to contact or identify you (“Personal Information”). Personally identifiable information may include, but is not limited to:

Name

Email address

Mailing/physical address

Telephone number

Credit card number

User name

Date of birth

In connection with our intake forms, assessments, scheduling system, and websites, you might provide other voluntary personal information including, but not limited to:

Your Allergies

Other service preferences

We collect Personal Information from you when you choose to participate in our offers and programs or when you otherwise provide information directly to us, including when you register with us, schedule an appointment with us, receive a service, purchase products, review products, participate in our interactive features or otherwise interact with us on our websites or in our locations.

Non-Personal Information: In addition, we may also collect non-personally identifiable information, such as IP addresses (which identify your device), pages viewed, computer type, screen resolution, operating system version, Internet browser type and version, information collected through cookies, pixel tags, web beacons, and other technologies, and other data (“Non-Personal Information”). Because Non-Personal Information does not personally identify you, we may collect, use, and disclose Non-Personal Information for any purpose. Non-Personal Information will be retained only for so long as to fulfill a legitimate business need. At this time, Water House Wellness does not collect this information but may in the future in order to make your experience more personal and appropriate for your treatments and communications.

Aggregate Information: We may aggregate Personal Information so that the aggregated information does not personally identify you or anyone else, such as by using Personal Information to calculate the percentage of our customers who live in a particular area (“Aggregate Information”). In some instances, we may combine Non-Personal Information with Personal Information (such as combining your name with your geographical location). If we combine any Non-Personal Information with Personal Information, the combined information will be treated by us as Personal Information as long as it is combined, and may aggregate any information collected in a manner which does not identify any individual.

You may choose not to provide some of your Personal Information to us, but this may prevent us from providing our services or products to you, or limit our ability to provide you with the level of service that you would otherwise expect from us. For example, we cannot confirm a scheduled reservation without consent to contact you via email, text message, or phone or without collecting a credit card to hold the appointment.

From time to time, we may use or augment the personal information we have about you with information obtained from other sources, such as public databases, social media platforms, and other third parties. For example, we may use such third party information to confirm or verify information or to better understand your interests by associating demographic information with the information you have provided.

Use of information

To provide the level of service we believe you expect from us, we may use your Personal Information in the following ways.

Transactional Purposes: We use your Personal Information to:

Schedule, confirm, and provide services. Communicate with you about our products or services.

Process payment for goods or services.

Process and fulfill any orders that you have placed.

Personalize your service experience and shopping experience with us by noting your individual needs.

Marketing and Promotional Purposes: We use your Personal Information, commercial information, demographic information, internet or other electronic activity, geolocation data, and inferences to:

Send you our email newsletter.

Send direct mail communication.

Personalize your service experience and shopping experience with us by presenting services, products, or promotions tailored to you

Run promotions

Enroll you in our membership or communicate with you about our membership program

Allow you to use, communicate, and interact with others on our Websites, including our chat system.

Analytical Purposes: We may use your other identifying information, internet activity and browsing history, commercial information, demographic information, and geolocation data to analyze preferences, trends, and statistics. We do not currently do this at this time.

Maintenance and Improvement of Services and Website: We use your Personal Information, commercial information, and internet activity and browsing history to:

Provide and maintain our services

Provide and maintain functionality on our website, including our chat system or review features

Handle your customer service requests

Help us diagnose technical and service problems and administer our Locations, websites and apps.

Review and Content Creation Purposes: We use your Personal Information, commercial information, to display content that you have created and allowed us with express permission to display on our website and services and on social media and other advertising.

Security and Fraud Prevention: We use your Personal Information, other identifying information, commercial information, financial information, geolocation data, internet activity and browsing history, and inferences to protect this website, our company, and others and to prevent fraud, theft and misconduct.

When We Share Information with Third Parties

Our Service Providers: We may contract with companies or persons to provide certain services including credit card processing, scheduling software, shipping, data analysis and management, promotional services, etc.We call them our Service Providers. We provide our Service Providers with the information needed for them to perform these services.

Our Affiliates: We may share personal information with a potential affiliate, at this time Water House Wellness does not have an affiliate.

Law Enforcement and Courts: In certain instances, we may disclose your contact information when we have reason to believe that it is necessary to identify, contact or bring legal action against persons or entities who may be causing injury to you, to Water House Wellness or to others. We may also disclose your contact information when we believe the law or legal process requires it.

Cookies

“Cookies” are small amounts of data that a website can send to your web browser and store on your computer. It is our policy not to save sensitive data, such as passwords or credit card information in cookies.

Most web browsers are initially set up to accept cookies. You have the option of disabling or refusing cookies at any time in your browser preferences. However, note that some parts of our Websites will not function properly or may be considerably slower if you refuse cookies. For example, without cookies, you will not be able to set personalized preferences, and/or may have difficulty completing transactions.

The use of cookies is an industry standard, and as such, you will find that most major websites use them. We may use cookies to improve the quality of our service when you visit our web site and other web sites of interest to you. We may use cookies to identify who you are, tailor and optimize our products, services, and advertising to suit your personal interests, estimate our audience size, assist our online merchants to track visits to and sales at our web sites and to process your order, track your status in our promotions, contests, and giveaways, and/or analyze your visiting and email interaction patterns.

Please note that not all tracking will stop even if you delete cookies.

We use Google Analytics on our Websites to collect usage data, to analyze how users use the Websites and to provide advertisements to you on other websites. You. may choose personally to opt-out of having your information used by Google Analytics. To opt-out, please research and visit Google Analytics on your browser.

Advertising and Online Tracking

We may use third-party servicing technology and service providers to serve ads on our behalf across the Internet and sometimes on our Sites. They may collect information about your visits to our Websites, and your interaction with our products and Services. They may also use information about your visits to send you targeted advertisements for goods and services. This information is collected through the use of a pixel tag, or similar technology which is industry standard technology used by most major websites. Currently Water House Wellness does not use this practice.

Visiting Third-Party Websites

Our Websites may contain links or references to third party websites. These websites are outside of our control, and the privacy policies of these sites may differ from our own. Please be aware that we have no control over these third-party websites and our Privacy Notice does not apply to such websites. We encourage you to check the terms of use and privacy policies of such websites before disclosing any personal information via such websites.The privacy notice of the third party website will govern how information collected from you is used by the owner of the website. You can always know what website you are on by checking the Uniform Resource Locator (URL) in the location bar within your browser.

Social Sharing

In an effort to provide our customers with new ways of sharing content, we may enable some of our online content to be shared on social websites through hosted sharing links and icons. Users who share content and links through their social media profiles should be aware that all activities of this nature are public.

Please note: when you share (with or without adding your own comments) any of our content on your social media profile, that action is governed by the privacy notice of that social media platform, and not our Privacy Policy. We do not track or store a record of those comments or actions.

If you choose to participate in posting or sharing activities, you are electing to share and display such public activities via our Websites. Due to the public nature of your posting or sharing your posts may be included in RSS feeds, APIs and made available to other websites via other formats. As a result, your public activities may appear on third-party websites, blogs or feeds. We are not responsible for any personal information you choose to make public via your shared posts.

Opting Out Of Marketing And Transfers; Updating Information About You

We want to communicate with you only if you want to hear from us. You can opt-out of our use and disclosure of your personal information for marketing purposes and customer satisfaction surveys, and/or withdraw your prior consent for same, by the methods provided below. Upon requesting an opt out, your consent will be withdrawn; however, please note that it often takes some time to process these requests. Therefore, it is possible that you may receive promotions scheduled prior to our receipt of your withdrawal of consent. If you prefer not to receive direct marketing from us, please let us know by following the steps below:

Send an email to waterhousewellnessfrontdesk@gmail.com

Include your full name, email address, mailing address, and specifically what information you do not want to receive.

If you would like to update or correct your email address, mailing address or other contact information with us, please contact us the same way. If you like, you may use one of the following statements in your message to us:

I prefer not to receive email advertisements, such as updates regarding products and services, special promotions or upcoming events.

I prefer not to receive direct mail advertisements, such as periodic mailings regarding products and services, special promotions or upcoming events.

You may also click the designated link at the bottom of all email advertisements to be removed from future email updates.

Please note that any requests to remove or update your contact information may take up to 7 business days for your email request and 6-8 weeks for your postal mail request to be processed.

We may need to contact you via phone, email or mail to address questions or issues specific to your order, entry, etc., even if you have opted to not receive marketing communications from us. We contact you only in ways compatible with your communication choices. To the extent necessary for such purposes, we take reasonable steps to make sure that your contact information is accurate, complete, current, and otherwise reliable.

Right to Know and Right to Deletion

You can request what personal information we have collected, used, disclosed, and sold in the preceding 12 months. Water House Wellness does not sell information.

You can also request that we delete your personal information. We may not delete all of your personal information if one of the following exceptions applies:

Transactional: to complete a transaction for which the Personal Information was collected, provide a good or service requested by you, or perform a contract we have with you;

Security: to detect data security incidents;

Error Correction: to debug or repair any errors;

Legal: to protect against fraud or illegal activity or to comply with applicable law or a legal obligation, or exercise rights under the law, such as the right to free speech; or

Internal Use: to use your personal information, internally, in a lawful manner that is compatible with the context in which you provided the information (i.e. to improve our services).

Please note that if we delete your Personal Information, many of our services will not work the same. Some examples include, but are not limited to:

Returns: We will not have the ability to look up your receipt or order in our system. In order to process a return or refund, we will require proof of purchase from the customer and if the customer is unable to provide proof of purchase, the transaction will be treated as an unreceipted return in accordance with our return policy.

Customer Service: Our ability to handle customer service requests may be limited. We will not have the ability to look up prior orders or account information and may request proof of purchase in order to service your needs.

Online Account & Shopping: Your online account will no longer exist. Your shopping cart items, order history, saved addresses, saved recipes and any other saved preferences in your online account will no longer be available.

Membership Program: You will lose your account and any membership credits earned as part of your participation in our program. You will not be able to use membership credits moving forward.

Recalls: We will no longer be able to contact you via email, regular mail, or phone about product recalls related to products you purchased.

Marketing Communications: We will no longer be able to provide you with any marketing communications, including personalized marketing communication such as information about new products, services and offers tailored to your interests.

Opt Outs: Previous opt-out requests will not be saved.

To submit a request to know more about your personal information collected or a request to delete, please email waterhousewellnessfrontdesk@gmail.com In order to verify your identity, you will need to provide at least three of the following pieces of your information:

Name

Telephone number

E-mail address

Mailing address

Last transaction amount (if applicable)

We will match this information to the information in our systems. In order to designate an authorized agent to act on your behalf you must provide the authorized agent with written permission to do so, and your authorized agent must submit written proof at the time they make the request on your behalf. If you wish to make multiple requests under this section, we recommend sending the deletion request last, as we will not be able to fulfill your other requests once we have deleted your information. We will maintain a record of your request to know or request to delete.

We reserve the right to deny your request if we cannot verify your identity. Where we deny your request in whole or in part, we will endeavor to inform you of the denial, provide an explanation of our actions, and the reasons for the denial.

We will not restrict or deny you access to our Services because of choices and requests you make in connection with your Personal Information. Please note, certain choices may affect our ability to deliver the Services. For example, if you ask us to delete your credit card information, you will not be able to schedule a reservation at our Locations unless you provide us with your current credit card information.

Protecting Children

We do not knowingly collect personal information from persons under the age of 18. If you are under 18 years of age, please do not submit any Personal Information to us. If you are the parent or guardian of a person under 18 years of age who has provided Personal Information to us, please inform us at waterhousewellnessfrontdesk@gmail.com and we will take steps to remove that information from our servers.

Policy Changes

If we decide to change our privacy policy in whole or in part, we will inform you by posting a notice on our Websites, as applicable. Those changes will go into effect on the effective date posted in the notice and at the end of the revised Privacy Policy. The new policy will apply to all current and past users of our Websites and will replace any prior policies that are inconsistent. Your continued use of our Websites or other services constitutes your acceptance of the practices described in the revised Privacy Policy. We encourage you to periodically review this Privacy Notice in order to keep apprised of any change

Contact Us

If you have questions about this Privacy Policy, or if you would like to exercise any individual rights, please contact us by emailing us at waterhousewellnessfrontdesk@gmail.com or call us at (339) 707-0476.

Practice Details: Amma Therapy is rooted in Traditional Chinese Medicine (TCM) and is in essence, a form of Holistic treatment. As such, each treatment plan is developed with consideration of the client’s whole being. It is of utmost value to your treatment to remain open to recommendations, and provide information on all areas of your health discussed in treatment. While not all lines of questioning may seem relevant, they allow me to get a full picture of your health, enabling me to develop the most appropriate and effective treatment protocol. When relevant, your treatment may include nutritional, lifestyle, and herbal recommendations in accordance with TCM. Treatment may also include other modalities such as Cupping Therapy, Gua Sha, or Moxibustion (any alternative modalities will be discussed ahead of time, and are optional.) Amma Therapy is a great way to add to and enhance your wellness, but does not replace the care of a Medical Doctor.

Confidentiality: For your comfort and protection, names and records are never shared outside of the office without your expressed consent. I am in full compliance with all professional standards of confidentiality, and strive to maintain the integrity of my practice by ensuring respect to client confidentiality. It is of utmost importance to me that all clients are comfortable and can trust this element of my practice.

Please know that all policies are in place to maintain the integrity of the practice, and to provide you with the best possible treatment. Your well-being is of great importance to me as your practitioner

Member terms & agreement ✌❤🙌

Below are the member terms. We kindly ask that you read over the member terms and clarify any questions or concerns before your next scheduled appointment.
https://waterhousewellness.formstack.com/forms/membership_terms_waterhousewellness

Members receive a discounted rate for prepaid treatment(s) each month until the membership is cancelled. This discounted rate is paid with a credit card kept on file with Water House Wellness and the credits added to your account do roll over to the next month. We do not accept cash or check for memberships unless a gift certificate has been paid for in advance with those payment methods. In any event a credit card is needed to confirm every appointment in case of a no show or a last minute cancellation.
Members also receive $10 off additional treatments where they do not have a member credit to apply. The $10 off applies to the full price treatment and excludes "add ons" and facial supplements".
Members receive 10% off gift certificates and 20% off retail in our brick and mortar store. The member discount does not apply to the online store at this time.
Members may gift a friend $10 off if they are a first time customer to Water House Wellness and share their member credits with friends and family.
Additional member perks are added from time to time and are announced by email, the website and in our store.

More details:

1. Memberships have roll-over credits.
Membership credits rollover until they are used for up to 7 years. If you would like to skip a month ahead of time please let us know ideally 48- 72 hours before the member charge.

2. Freezing Membership
You may pause up to three months a year of your membership with proper notice to waterhousewellnessfrontdesk@gmail.com. Please email us ideally 48 -72 hours before the charge ideally. The charge cannot be skipped after it has posted.

3. Memberships are auto-charged on an ongoing basis, monthly until cancelled. We require that you cancel your membership with an email to the desk.
Your membership can be adjusted or cancelled after 2 billing cycles per change to your membership or skipped with a simple email to our front desk: waterhousewellnessfrontdesk@gmail.com.

Without an email 72 hours before the next billing cycle, your membership automatically is charged. runs on repeat and in most cases will run on the 1st of the month after the first payment.

4. Monthly Payment On The 1st Of The Month
Please note that when signing up for membership you are agreeing to pay a monthly charge that is the cost of your treatment(s) for that month on a monthly basis. Memberships are run on the 1st of the month where possible. If your first month started on a day other than the first, please expect that we will adjust your payment to run on the 1st of the month. In the event your charge is on the 22nd or later in the month, your next charge may be on the month following, roughly 38 days later. Please let us know when signing up that you prefer the second charge to be on the 1st of the following month. After these 1st two payment cycles, the membership will charge on the 1st of the month.

5. Refunds
The membership drafts automatically each month until you cancel your membership. There are no refunds on membership funds that have been drafted.

6. Membership Cancellations
You may cancel your membership anytime after two payment cycles, with 72 hour notification before the next billing cycle in writing by email. There are no refunds on membership funds that have been drafted.
You must cancel your membership with an email in order for us to process the change.

7. Appointment Cancellations
Please note that we have a 48 hour cancellation policy and we confirm your appointment by the email you have supplied. If you do not receive an email, please call us. Your appointment is your responsibility and will be held to the 48 hour cancellation policy in any event with the exception of unsafe inclement weather during the travel time to the appointment and sauna appointments.
We regularly have conflicts with our cancellation policy and feel it's important to clarify its details. We understand there may come a time where you need to cancel within the 48 hours and at that time, we will do our best to fill that spot. If we cannot fill that spot, we will use a member credit to compensate the provider for their time. Cancellation policies are difficult to develop but because we want to keep our incredible therapists, we need to pay them well for the time they have committed to being at work.
We suggest one way to address concerns is to have a friend on speed dial that would love to take your massage appointment in the event that you will miss it.

One way you can help is if you are cancelling with short notice- please offer to pay the cancellation fee right away. It really makes a huge difference to our desk staff who are anxious to make you happy and to your caregiver's finances.

8. Upgrading Membership
In the event that you would like to upgrade your membership temporarily, you may upgrade for two payment cycles or more and then downgrade to your original membership.

9. Membership Value
While our memberships are invaluable 😉 they do not have cash value and cannot be refunded or combined with other discount offers from WHW. This includes gift certificate deals and promotions.
When purchasing a gift certificate to apply to a membership, the gift certificate must be full price. Discounted gift certificates cannot be applied to a discounted membership or other discounted services.

10. 4Packs are series credits with membership perks.
Committing to the 4pack is committing to a 4 month series.
4packs may be charged monthly for 4months instead of all at once. 4packs receive member benefits and like all series, the credits do not expire. You may try more than one 4pack if you are able to try 4 new practitioners for the additional 4pack purchase. In order for a 4pack discount to be applied, you must work with 2 or more practitioners for your first 4pack series and 4 new practitioners for your second 4pack.

Thanks for being here with us!

Water House Wellness does not have a billing department. Our billing is done at the time of treatment and payment is due at the time of treatment.

For our members, payment is due on the first of the month for membership, which will then be applied to your treatment at the time of treatment.

From time to time, we assist in completing a Billing Document Detailed Summary that has a detailed description of your costs and the treatments that have been provided. These documents can be provided for HSA and FSA accounts and from time to time for MVA reimbursement. We do not assist with reimbursement or communicate directly with insurance companies. If information is requested from an insurance company, most likely we will advise them that we do not have a billing department but can give the customer a detailed receipt.

Your FSA, HSA or insurance provider may have specific rules and procedures related to when you are reimbursed, how you are reimbursed, the timing of the paperwork that you need to submit, which codes are required and in what order. There may be rules and procedures for your FSA, HSA or insurance provider that we are not privy to and do not know to advise.

Unfortunately, we do not know the rules and procedures or standards for these systems. Please check with your FSA, HSA, employer or insurance provider for the explicit instructions, including the timing of when your invoice is needed and what is required to be included on the invoice including social security number, date of birth, codes and treatment descriptions.

In the case that you are treating and need a medical reimbursement, we suggest that you have a referral from a PCP. Your insurance company may require the referral, as well as the specific diagnostic and procedural codes that your PCP or other medical provider designates, the amount of time you should treat for and for how many treatments.

On our end, we can apply procedure codes but do not guarantee that they will be covered by your insurance provider. Each insurance provider covers only specific codes, per insurance plan and may have nuanced rules regarding our services which may change from time to time and we do not have access to knowledge of.

Additionally, in the case of a motor vehicle accident, we strongly advise both medical and legal care for your situation as Massachusetts personal injury protection laws and insurance company procedures can be confusing.

It is also important to educate yourself on how the PIP works in Massachusetts and what benefits are obligated to you if you have been in a motor vehicle accident. This information is provided by the state of Massachusetts as well as by law firms. It is standard for a business to have you sign a lien against your settlement when providing services. The lien details the arrangement made with the business for services in the immediate future and payment due.

Please note that we cannot advise you on legal matters in terms of your insurance claims, liens, invoices or billing needs. Our staff are not trained on the nuance of legal matters and are not attorneys. Please double check any information you receive from any source with your attorney.

Additionally we do not refund membership charges or gift certificates purchased. If you have made an online purchase in error, please contact us immediately so that we are able to void the charge.

Lastly, please note that we do charge a small $10 fee in the case of compiling a document that needs to be submitted to an insurance company, attorney, FSA or HSA. This fee covers the time it takes for a desk staff member to manually compile the data. If you need a treatment by treatment receipt without codes or description, that can easily be sent out for free as it’s generated by our appointment system. The compiled invoice is beyond our typical business scope as we do not have a billing department and in the case of invoice requests are stepping out of our typical receipt procedures to provide you with additional documentation in a manner we would not typically provide. We cannot guarantee a turnaround time for the invoice.

If you do not want to accumulate the $10 documentation fee, we are happy to send you treatment receipts generated by our system at the time of payment.

Mobile Messaging Terms and Conditions

Last updated: 9/1/2023

Water House Wellness, LLC operates a mobile messaging program. The program is subject to these Mobile Messaging Terms and Conditions (the “Mobile Messaging Terms”). The Program and our collection and use of your personal information is also subject to our Privacy Policy and our general terms of use agreement.

Signing up, or otherwise agreeing to participate in the Program, you accept and agree to these

Mobile Messaging Terms and our Privacy Policy and general terms of use

agreement, if and where applicable.

1. Program Description: We may send promotional and transactional mobile messages in various formats through the Program. Promotional messages advertise and promote our products and services and may include promotions, specials, other marketing offers, abandoned checkout reminders and other promotional information about staff, events, goods and services. Transactional messages relate to an existing or ongoing transaction and may include order notifications and updates, appointment reminders, and other transaction-related information. Mobile messages may be sent using an automated technology, including an autodialer, automated system, or automatic telephone dialing

system. Message frequency will vary.

We, our affiliates, and any third-party service providers may send you messages regarding the foregoing topics or any topic and that such messages and/or calls may be made or placed using different telephone numbers or short codes. We do not charge for mobile messages sent through the Program but you are responsible for any message and data rates imposed by your mobile provider, as standard data and message rates may apply for SMS and MMS alerts.

2. User Opt-In: By providing your mobile phone number to us, you are voluntarily opting in to the Program and you agree to receive recurring mobile messages from us at the mobile phone number associated with your opt-in, even if such number is registered on any state or federal “Do Not Call” list. You agree that any mobile phone number you provide to us is a valid mobile phone number of which you are the owner or authorized user. If you change your mobile phone number or are no longer the owner or authorized user of the mobile phone number, you agree to promptly notify us at waterhousewellnessfrontdesk@gmail.com.

Your participation in the Program is not required to make any purchase from us and your participation in the Program is completely voluntary.

3. User Opt-Out and Support: You may opt-out of the Program at any time. If you wish to opt out of the Program and stop receiving mobile messages from us, or you no longer agree to these Mobile Messaging Terms, reply STOP, QUIT, CANCEL, OPT-OUT, and/or UNSUBSCRIBE to any mobile message from us. You may continue to receive text messages for a short period while we process your request and you may receive a one-time opt-out confirmation message. You understand and agree that the foregoing is the only reasonable method of opting out. For support, reply HELP to any mobile message from us.

Our mobile messaging platform may not recognize requests that modify the foregoing commands, and you agree that we and our service providers will not be liable for failing to honor requests that do not comply with the requirements in these Mobile Messaging Terms.

We may also change the telephone number or short code we use to operate the Program and we will notify you of any such change. You acknowledge that any requests sent to a telephone number or short code that has been changed may not be received by us and we will not be responsible for failing to honor a request sent to a telephone number or short code that has been changed.

4. Disclaimer of Warranty and Liability: The Program is offered on an “as-is” basis and may not be available in all areas, at all times, or on all mobile providers. You agree that neither we nor our service providers will be liable for any failed, delayed, or misdirected delivery of any mobile message or information sent through the Program.

5. Modifications: We may modify or cancel the Program or any of its features at any time, with or without notice. To the extent permitted by applicable law, we may also modify these Mobile Messaging Terms at any time. Any such modification will take effect when it is posted to our website. You agree to review these Mobile Messaging Terms periodically to ensure that you are aware of any modifications. Your continued participation in the Program will constitute your acceptance of those modifications.