Cancellation, booking and special offer policy
The Fine Print Regarding Cancellations…. Changes to appointment times are accommodated whenever possible; however, please remember your appointment time with your therapist is reserved solely for you, as with all other time slots and clients. We appreciate that your time is valuable, as is ours. We make every attempt to operate on a timely schedule for your benefit as well as the benefit of others. We will not be able to extend your appointment due to late arrivals!
Cancellations/reschedules with less than 48 hours notice but more than 4 hours will incur a 50% cancellation fee or $45 whichever is greater. No shows or failing to cancel/reschedule within 4+ hours of your appointment will result in billing at the full appointment fee (100%) without refund. We will try to accommodate all changes as possible, but no guarantee is made after these cutoff times. Please call and we will do what we can to help. Note, we will try to call or text you within 5 minutes of your appointment start time to get an update. If we do not hear from you within 15 minutes of your scheduled apppointment time, your appointment will be considered a NO SHOW and you will be billed for your scheduled time in full.
Any discounts may be lost and forfited in the case of now shows or late arrivals. In cases of true emergencies we will try to accommodate you whenever possible, however there is no guarantee unless made by special arrangement in advance. In other words, say for example you are flying in. We may ask for your flight number if there are known travel delays that day. We may work with you if there are other potential scheduling conflicts that we discuss and agree to in advance.
Special offers are generally rescheduleable within these guidelines but are not refundable. Gift certificates and products are non refundable.Your service is considered rendered in full at your scheduled time, as we have a room and therapist available for your exclusive use, whether you choose to attend or not.
Special Events, Groups, After Hours, VIP & Holiday Period Booking: These types of reservations come with a no cancellation or change policy. These additional cancellation policy terms may be outlined in your proposal, agreement or invoice if there are additional terms. For holidays and holiday weekends, including national holidays, plus Valentines day bookings are non refundable and changes are not guaranteed.
Any changes we may make to your appointment with less than 48 hours notice are made without guarantee and are offered on the basis of availability. Additional fees or disqualification of discounts may apply at our discretion. Please remember that we are open exclusively by appointment, and your appointment time, therapist and room is reserved exclusively for you. We regret that in the case of clients arriving late, we regret that we typically cannot extend your treatment beyond the scheduled finish time.
For your benefit and the most relaxing and therapeutic experience, please complete online client information and waiver in advance! Having your waiver completed in advance and arriving 5-10 minutes early for your appointment are the the single most important things you can do to ensure maximum benefit from your appointment and maximum massage time on the table. We ask that if you do not compete online information, please arrive 15 minute early so as we may try to start on time. We regret that we typically can not extend your scheduled appointment time beyond the scheduled finish time in fairness to our other therapists and clients.
By arriving early for your first appointment for paperwork and consultation, you in turn receive maximum treatment time and have time to relax and get the mos of your time with us. If you have questions, pressing issues or scheduling concerns, please call and we will try our best to accommodate your schedule and needs. At the discretion of Planet Massage, certain appointments may be subject to a stricter cancellation policy including special offers ( see below), appointments during peak hours, after hours and VIP appointments, “rush” appointments, as well as special event and holiday appointments.
To Cancel an appointment: Please call for cancellation as per our cancellation policy. We welcome emails and texts, however if they are not read in time, they will not relieve you from your obligations. Please call with time sensitive requests. regret that emails or texts may not be received in time
For the safety and comfort of our therapists and guests, we reserve the right to refuse service for any reason, or prematurely end a session without refund to anyone, at any time, for any reason, including but not limited to inappropriate conduct.
The Fine Print Regarding Special Offers, Third Party Vouchers and Discounted Rates: In addition to the above cancellation policy, the following may apply.
- We sometimes must limit availability of some specials for peak periods, including weekends, evenings and holidays.
- Group deals, third party offers, specials, certificates, etc often have a strict experation date for the “promotional value”. This means, the price paid will usually never expire, towards the purchase of the same service at current pricing. The promotional value ( the deal) DOES however expire. If at the sole discression of Planet Massage, we choose to extend the expirations date the followin rules will apply. 1) Appointment will be scheduled and completed for no later than 30 days past the original expiration date. Voucher will be maked as “redeamed”. These appointments are non transferable, and non refundable. In case of cancelling, all value will have been used in this process. They generally not able to be rescheduled but we will help if possible. 2) Any prepaid gratuity, service fee or other charges will be paid at booking, subject to the same terms as mentioned previously.
- Some group offers, deals and specials are also limited to the best available scheduled therapist/s. Put another way, this means if we have to call therapists in to accommodate you as we do with our VIP and concierge services, or juggle our schedules and/or our clients schedules to accommodate you, there will be an extra charge.
- Specials may also be limited by specific therapist availability, some specials are limited to certain therapists or not performed by all therapists. Advanced reservations are required for discounted services, typically 24-72 hours or more at peek times/days. Discounted services may or may not be available as gift certificate purchase. We will try our best to schedule you with your favorite therapist if requested, whenever possible. You will be advised of any extra charges should they apply for their services.
- Special offers may come with fine print that renders them nonrefundable, only rescheduleable under these guidelines.
- Online Scheduling: Discounted services may or may not be available for online scheduling. Please call for details or if you have specific questions on when you can use a special offer.
