Cancellation Policy

Please note that by booking an appointment, you are agreeing to our Cancellation, No Show, Wrong Location, Wrong Session Type and Prenatal Policies.

In our commitment to provide a unique and outstanding massage experience to all of our clients and out of consideration for our therapists’ time, we have adopted the following policies:

 

Cancellation/No Show Policy:

For clients who “no-show” or fail to cancel their reservation with at least 24 hours noticethe total amount of the services scheduled will be charged in full to the credit card given to reserve the appointment. Even if we don’t answer or respond back, as long as we have some evidence that you reached out to us before the 24 hour window (such as an email or a voicemail), you will not be charged. If you are booking your massage within 24 hours of the actual appointment, there is no cancellation option and you will be charged the full amount of the appointment.

Late Arrival Policy:

If you are arriving late to your session, we can no longer promise you the full length of your session. and we will still charge the full amount of the time the therapist put aside for it. We recommend aiming to come in 10-20 minutes before your appointment depending on where you live (traffic, weather, etc), or other reasons that might get in the way of starting (paperwork, bathroom break, etc). Also, our intake form is legally required before we’re able to start our sessions, so if its your first time, you will be required to fill it out even if you’re running late.

Wrong Location Policy:

Please note that we have TWO LOCATIONS: Woburn and Somerville. It is your responsibility to make sure that you show up to the right location for your appointment. Failure to do so may result in a full charge to the credit card you provided when reserving your session. If you’re unsure of which location you booked at, we’ll be happy to help you in looking up your appointments exact 

Wrong Session Type Policy:

If you are booked for the wrong type of service and do not want to come for the session booked, you will still be charged for the appointment unless we are given at least 24 hours notice. It is sometimes possible to change appointment types upon arrival, but keep in mind that not every therapist offers every service type.

Prenatal Policy:

A Prenatal Massage is a very different massage than a regular massage and not every therapist is trained to do it. It is your responsibility to make sure you are booking a Prenatal Massage and alerting us to your term length when you book. Failure to alert us of this information may result in no massage for you as well as the full charge on your provided credit card of the missed session.

Groupon/Discount Email Policy:

If you plan to use a Groupon or discount from an email you received, you must show us in person the discount before we are able to use it. You may show us a printout, or show us a copy on your phone and all rules of the discount will be followed. It is your responsibility to follow the rules of the discount and book the correct session for the discount. If we are unable to use the discount for the session that you booked, we will make every effort possible to make it work for both of us but please note that it is not guaranteed and you are still responsible for full payment of your session.

Common CAncellations and Policy issues

Is it your first time with us?

First, welcome to Skin to Soul! For your first time especially, we recommend aiming to come at least 10-20 minutes early. This will give you time to find the office location, sign any needed intake paperwork, and even use the bathroom or drink some water. It’s a lot of little things that can add up, and we wouldn’t want it to cut into your session time!

Do you think you might be sick?

If you think you might have even just the beginnings of a cold, flu, or other sickness, or at the tail end or middle of the sickness please cancel and reschedule with us right away. We understand this could be an inconvenience, but we are committed to keeping everyone safe. Also, getting treatment while sick or getting sick can actually make you feel sicker and can contaminate our lovely office with germs! If you are sick, please contact us BEFORE the 24 hour cutoff to avoid possible charges. While we understand that you cannot control sickness and that sometimes it happens suddenly, most of the time it happens with enough time to cancel 24 hours ahead. We will use our discretion and fair understanding in this regard and hope you understand as well!

Make sure to check the weather!

As winter sets in, the weather for driving may become hazardous. We value the safety of both our clients and employees. If you know you won’t be able to drive into the office due to inclement weather, or may just not be able to make it because of snow removal, let us know at least 24 hours in advance to avoid a cancellation fee. Please be sure to check the weather at least two days ahead of your scheduled appointment, so you can make the decision within this time frame. This way, you will be safe, and you won’t be charged. While we understand that you cannot control the weather and that sometimes storms happen suddenly, most of the time they happen with enough time to cancel 24 hours ahead. We will use our discretion and fair understanding in this regard and hope you understand as well!

Kind of a long list, we know. But you know what? We’ve been doing this for awhile now and we have learned a few things over the years. We just like to be up front and honest with you, so that you know exactly what to expect and prepare for. We notice that when our customers are fully prepared is when they have the best and most stress free experience with us. Now that we got all those RULES out of the way…. We are really happy you booked with us, and look forward to seeing you. If you have any additional questions we have not addressed here, please feel free to check out our FAQ, or you can give us a call or email us and we will get back to you as soon as possible.