Massage Studio Policies

Appointments Only Policy: We operate exclusively by appointment and do not accommodate walk-ins. You can conveniently view our schedule and available time slots online. To book your appointment, please visit our website and click on the " Book Now" button. Thank you for your understanding and we look forward to serving you.

Inclement Weather Policy: Your safety is our top priority, especially during inclement weather. We will proactively contact you two hours before your scheduled appointment to confirm if the studio will be open. If weather conditions make it unsafe for you to travel, we understand and accept same-day cancellations without any penalties. Please rest assured that we are committed to ensuring your well-being.

Arrival Policy: We appreciate your cooperation in arriving early to facilitate a seamless experience. For first-time or returning clients seeing a new therapist, please arrive 10-15 minutes early to allow ample time to complete the necessary intake paperwork. If you are a returning client who has previously filled out the paperwork, please aim to arrive 5-10 minutes early. Your punctuality enables us to provide the highest quality service. Thank you for your understanding and adherence to our arrival policy.

Payment Policy: We offer convenient payment options to suit your preferences. Payments can be made in advance through our online booking system or in person at the time of your appointment. We accept all major credit cards, as well as CashApp, cash, and checks (for established clientele only). We strive to provide flexible payment methods to ensure a seamless and hassle-free experience for our valued clients.

Credit Card Policy: To secure your appointment, a credit card is necessary. No charges will be applied upon initial booking. However, you have the option to prepay or use a stored credit card during check-out. Rest assured that all credit cards are securely stored in our system. Please be aware that any stored card, including the one provided, may be used to cover cancellation fees. Should you wish to remove a credit card from our processing system, kindly contact us at your convenience. We value your privacy, take necessary precautions to safeguard your credit card information, aim to provide a convenient and secure experience for all our customers, and encourage you to contact us with any concerns or for further clarification regarding our credit card policy.

Appointment Cancellations, No Shows, and Rescheduling Policy: To ensure optimal service availability for all our valued clients, we kindly request a minimum of 24 hours notice for any appointment cancellations or rescheduling. Failure to provide adequate notice will result in a fee equivalent to 50% of the reserved service cost. In the case of a "no show," the fee charged will be 100% of the reserved service amount.

Our cancellation policy allows us to offer available slots to other clients seeking appointments. Insufficient notice hinders our ability to accommodate other individuals who could have booked the same time slot.

Should instances of no shows or cancellations within the 24-hour window become frequent, we reserve the right to request a non-refundable and non-exchangeable deposit of 100% to secure future appointments.

Late Arrivals Policy: While we understand that unforeseen circumstances can cause delays, it is important to note that clients who arrive late are still required to pay the full session fee. We strive to accommodate a grace period, but it may not always be guaranteed. If there is a subsequent appointment scheduled after yours, we can only extend your session for a few minutes. To ensure you receive your full massage time, we kindly request that you arrive at least 10-15 minutes early. This will help avoid any loss of time during your massage.

Right to Refuse Policy: Elm & Serenity is a professional massage therapy studio where all services are strictly nonsexual. We have a zero-tolerance policy for any behavior or verbal suggestions of a sexual nature during your massage session. If such behavior occurs, the session will be immediately terminated, and full payment will be due. In severe cases, we will involve law enforcement to ensure the safety and well-being of our clients and massage therapists. We are committed to providing a safe and respectful environment for everyone.

Client Health Policy: While rare, there may be instances where we are unable to provide a massage due to medical reasons. Certain medical conditions are contraindications to massage and could potentially cause harm. If, during the consultation or during your massage, we determine that your condition is a contraindication, we will recommend that you consult your primary care physician (PCP) promptly. To ensure your safety for future massages, we kindly request that you bring a doctor's note approving your massage service. Thank you for your understanding and cooperation.

Privacy Policy: We are committed to maintaining the highest level of privacy for our clients' personal information. Rest assured that all information disclosed during consultations and services is treated with strict confidentiality, unless legally required to be shared. Your privacy is of utmost importance to us, and we take every precaution to protect your information.

Gift Cards Policy:

1. All sales of gift cards are final. We do not offer refunds on gift card purchases.

2. With the authorization of the purchaser, gift cards may be transferred to another recipient. Please inform us in writing or in person to process the transfer.

3. Gift cards are redeemable for massage services and related treatments.

4. Please allow 5-7 business days for us to process and mail the gift cards. You will receive a notification once the gift cards have been dispatched.

Refund Policy:

1. All purchases of services, including massages and related treatments, are non-refundable.

2. In the rare event that we are unable to fulfill a scheduled service appointment due to unforeseen circumstances, we will offer rescheduling options at your convenience.

3. If you encounter any concerns about the quality of our services, please bring them to our attention, and we will make every effort to address and resolve the matter appropriately.

Note: This information is updated every few months to ensure accuracy.