48 Hour Cancellation Policy & Service Disclosure: Update December 27th 2021
Almost two years into living with Covid-19, we feel it is time to change our cancellation policy back to our pre-covid policy where we charge a fee if the appointment is cancelled without 48 hours notice.
We understand that we are still living in a pandemic and that COVID is real and serious. We at Water House need to continue to thrive by paying our practitioners a living wage. Booking an appointment means that you are holding a therapist's time that cannot be booked otherwise and other income cannot be made. In the event that you do not pay, the therapist does not get paid. Because our staff are important to us and we feel that we are all making informed decisions about how much risk we are taking, we are re-instituting our 48 hour cancellation policy without exceptions.
If you are concerned, please have a family or friend ready to take your appointment if you find that you have been exposed or are feeling sick. Please know that paying for your time booked means Water House can continue to run and for that we are thankful.
Thank you for enthusiastically paying for the appointment you booked even in event of cancellation.
Agreeing to an appointment at Water House Wellness is an agreement to comply with our Code of Ethics and our Cancellation Policy. Please click here to read the reminder email sent to all members on February 4th, 2019.
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 wellness 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.
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.
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.
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:
- 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” 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.
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
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.
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 email@example.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 firstname.lastname@example.org In order to verify your identity, you will need to provide at least three of the following pieces of your information:
- 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.
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 email@example.com and we will take steps to remove that information from our servers.
Amma Therapy Release & Service Disclosure
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.