Policies

Deposits

All deposits are due within 24 hours of making appointment to secure your booking; otherwise the appointment will be cancelled by the beginning of the following day. All deposits are nonrefundable. You are allowed to reschedule your appointment once within 30 days to avoid having to pay another deposit.

Please review your invoice to see what payment types are accepted. 

Cancellation

We respectfully ask that you provide us with a 48-hour notice of any schedule changes or cancellation requests. Please understand that when you cancel or miss your appointment without providing a 48-hour notice, this is an inconvenience to your therapist and also means our other clients miss the chance to receive services they need. For this reason, you will subject to a $25.00 charge that will be deducted from your deposit. You have 30 days to reschedule your appointment and pay the additional towards the deposit so that it will equal 50% of your service. 

 

We understand that emergencies can arise, and illnesses do occur at inopportune times. If you have a fever, a known infection, or have experienced vomiting or diarrhea within 24 hours prior to your appointment time, we request that you cancel your session. Inclement weather may also result in the need for late cancellations.

 

INCLEMENT WEATHER

We will do our best to give advanced notice if we are closing or need to cancel due to bad weather and we ask you to do the same. Please do not risk your own safety trying to make your appointment as we will take the same precautions.

 

***Late cancellation due to emergency, illness, or inclement weather will generally not result in any missed session charges, but this is determined on a case-by-case basis.***  

 

Late Arrival

We request that you are home at least 20 to 30 minutes prior to your appointment time, as the therapist may be earlier than scheduled to set up equipment and start your massage session on time and to allow time to answer any intake questions your therapist may have.

 

We understand that issues can arise that may cause you to be late for your appointment; however, we ask that you text (980) 999-0480 to inform us if this ever occurs so we can do our best to accommodate you. Appointment times are reserved for each client, so oftentimes we cannot exceed that reserved time without being late for the next client. For this reason, if you arrive later than your scheduled time, this will result in loss of time from your massage so that your session ends at the scheduled time. Arrivals after 15 minutes will have to be rescheduled. Full-service fees will be charged even when sessions are shortened or rescheduled due to late arrival. If a balance has been paid and the session is cancelled, you will receive a 50% refund (less the deposit) as our time and travel will have to be compensated.

 

In return we will do our best to be on time, and if we are unable to do so we will add time to your session to make up for our late arrival or adjust the service charge accordingly.

Inappropriate Behavior

Massage therapy is for relaxation and therapeutic purposes only. There is absolutely no sexual component to massage whatsoever. Any insinuation, joke, gesture, conversation, or request otherwise will result in immediate termination of your session and a refusal of any and all services in the future. You will be charged the full-service fee regardless of the length of your session. Depending on the behavior exhibited we may also file a report with the local authorities, if necessary. Treat your therapist with respect and dignity and you will be treated the same in return.  

Minors (Age 8 to 17)

Children are allowed to receive massage for a shorten length of time, unless they are an athlete and a wellness plan has been discussed with the parent for longer sessions.

Any child under the age of 18 must be accompanied by a parent for the entire session. Parent must monitor the therapist's interaction with the child at all times. Parent must help the child undress and redress before and after the session. 

Travel/Parking/Stair Fees

Due to the convenience of providing an in-home service, there is a travel fee associated with all appointments. Travel fee rates vary depending on how far the therapist has to travel. This fee will be included in your invoice prior to submitting the deposit.

If you are wanting service at a hotel (mainly uptown Charlotte) and the hotel charges to park or has a parking deck, we will utilize valet parking services and this fee with will charged to the client's room unless the hotel staff is already familiar with our company and allow us special parking at no charge. Again, this is a convenience service and the business is not responsible for any fees to park. We also use valet for the safety of the therapists. We carry our massage tables and other supplies to give you the best massage possible and cannot walk far distances. The easier the access to you, the better the massage experience will be.

If you live in an apartment building or prefer your massage be done on the 2nd floor or basement of your home, please understand the hassle it is to carry this equipment and our supplies up and down stairs. With that being said, there an additional fee of $20 per flight to haul equipment to your apartment or upstairs location. This information is also provided on your invoice and on the booking page. To see a visual of the fees,  

980-999-0480

hillnhandsmassage@gmail.com

Charlotte, NC

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