Policies and Expectations

Introduction

At Heaven's Healing Hands, we have established the following policies and expectations to ensure a smooth and respectful experience for all of our clients. Please take a moment to review and familiarize yourself with these guidelines, as they cover important aspects such as payment methods, appointment punctuality, cancellations, and more.

Appointment Booking

For an efficient experience, please provide your First and Last Name, Email Address, Phone Number, and credit card details (credit card on file) when booking appointments. This credit card requirement supports our cancellation policy and appointment integrity. Please rest assured that we prioritize the security and confidentiality of your information in strict adherence to our Privacy Policy. We regretfully require this for all appointment bookings due to an ongoing increase in no-shows and last-minute cancellations. Your understanding and cooperation are greatly appreciated. We truly apologize for any inconvenience this may cause.

We utilize Square's online payment processing to securely safeguard your credit card details. This system operates separately from our booking software and is seamlessly integrated. Once your credit card information is entered into your file, it undergoes encryption, rendering it inaccessible to our team for any purpose beyond processing invoices/fees. To learn more about Square's PCI compliance and security measures, please visit this link.

Online Booking

Cancellation Policy

Appointment Cancellation

We value your business and your cooperation. When clients schedule appointments with us, we allocate that time exclusively for their benefit, which may require us to decline other client requests. Late cancellations or no-shows can result in disruptions to our therapist's schedule that are challenging to accommodate. Commitment to honouring appointments is crucial in ensuring efficient scheduling and the provision of optimal care to all our clients.

When you make an appointment, that time is reserved for you, and missed appointments prevent us from serving other clients.

To ensure fairness to all clients and effective scheduling, we kindly request a minimum of 24 hours' notice for all cancellations or appointment changes.

24-hour Notice is Required for All Cancellations or Rescheduling.

Please notify us by phone at (548) 886-0770 or by email [support@heavenshealinghands.ca], providing your name, scheduled appointment date and time for cancellation.

Alternatively, you can simply cancel your appointment through the email appointment confirmations that we send out. If you didn't get an email confirming your cancellations, it means we have not received your notice of cancellation.

Payment In Full will be required for Late Cancellations or “No-Shows.”

Late cancellations and "no-shows" will be charged in full, which means we will charge you for the entire appointment time you've reserved with us.

Please note that missed appointments and late cancellation fees are not eligible for direct billing or insurance compensation.

We understand that unforeseen circumstances may arise, and we strive to be understanding and accommodating. However, consistent no-shows can disrupt our schedule and prevent us from serving other clients in need. Therefore, we kindly request your cooperation in honouring your appointments or providing sufficient notice if you are unable to attend. Thank you for your understanding and cooperation in maintaining a respectful client-provider relationship.

Payment Expectations

We accept cash, Interac, debit, Visa, MasterCard, Apple Pay, and Google Pay.

Payment is due when services are rendered.

Extended Health Care Insurance

Registered Massage Therapy is now covered under most extended health care benefits plans. Be sure to check your policy as you may be able to reclaim the cost of your Massage Therapy, in part or in full. For your convenience, all payments made directly by you (the client) will be issued an email receipt.

Digital Communication

At Heaven's Healing Hands, ensuring your seamless experience is our top priority. As part of this commitment, clients are required to accept these terms when booking an appointment, which includes receiving essential digital communications. These emails and text reminders play a crucial role in keeping you well-informed and ensuring you don't miss your appointments:

Appointment Confirmation: You'll receive an email confirming your appointment details upon booking.

Health History Form: First-time clients will get an email to complete a Health History Form.

Reminders: Expect an email reminder (30 hours) and a text reminder (24 hours) before your appointment.

Rare Updates: We'll occasionally send emails about essential business changes, events, or promotions. We respect your privacy and won't share your info for marketing purposes.

Additional Information Requests: To better understand your unique needs and serve you effectively, we may send emails from [support@heavenshealinghands.ca] requesting additional information. Your cooperation in providing this information helps us personalize your experience and deliver a good quality of care.

Online Booking

Arriving On Time

For first-time clients who have not already completed the health history form online, please arrive 10-15 minutes earlier to complete the intake form on paper before the treatment.

Following that, we kindly ask that you arrive at the studio no earlier than a few minutes prior to your scheduled appointment.

Late Arrivals

If you arrive 15 minutes later than your appointment time, we will shorten your appointment time

(except for 30-minute appointments).

You Will Be Charged The Full Amount Of The Original Booking.

Previously, if you were late for your appointment, we did our best to accommodate your entire booking. However, in order to maintain staggered appointment booking times and adhere to capacity limits, we will have to shorten your treatment.

Thank You!

Thank you for understanding and cooperating with our policies. We sincerely appreciate your patronage and use of our services. We are honoured to have the opportunity to assist you in achieving great overall well-being!