Policies/Procedures

I understand that sometimes life happens, people miss appointments, and that circumstances change. This page lays out my policies and procedures so that we can all be clear on what happens in these situations.

Booking/Rebooking

I require booking and rebooking to be done either (1) online or (2) in person after a session (unless we are experiencing technological difficulties with the booking software).

Why?

Handling booking and rebooking on email, phone, and text is difficult and time consuming for both me and my clients. Because of this, I pay for an online system that makes it easy and streamlined for all of us. If you have questions regarding my booking system please reach out by email or text. Please note this means that I do not accept cancellations or bookings outside of 48 hours via email, phone, or text unless you are having a technological issue.

If you need to cancel within 48 hours, please let me know (by text (415.518.2125) or email and I will refund your session credit if you meet any of the criteria listed down below.

Cancellation Policy 24-48 Hours Before Appointments

**To cancel between 24 and 48h text Ben at 415.518.2125

The 24-48 hour cancellation policy is put in effect to ensure that if a client does wish to cancel, other clients have at least 24 hours to book the same appointment slot. In general, clients who cancel between 24-48 hours of an appointment will be charged half of the session fee (or receive a refund of 48%). There are exceptions, and those exceptions are listed down below.

Circumstances for no charge 24-48h:

You start to develop a cold/sickness and notify me right away.
All the circumstances that merit a full refund within 24 hours (including sudden medical emergency for yourself or family/friend, serious sudden illness, or serious accident that may make treatment contraindicated). *See within 24 hour section for more details.

Circumstances that do not merit a no charge 24-48h:

Work obligations.
Family/friend obligations (non-medical).
Known medical conditions.

Cancellation Policy Within 24 Hours

Generally, appointments cancelled within 24 hours will be charged at my full rate. There are, however, exceptions, but those exceptions will be made entirely at my own discretion. If I do make an exception, I will charge the session at either half my rate or not charge for the session at all (or full refund). Below is a list of criteria for a half charge and no charge.

Circumstances for a half charge (Up to $75):

A friend or family member has a sudden medical emergency and you want to be there for them. (Must notify me at least 2 business hours prior to the start of your appointment).
You suddenly develop a significant, infectious, cold or sickness (like strep throat, high fever, start vomiting, etc) and let me know at least 2 business hours prior to the start of your appointment time.
Within 24 hours of your appointment time you suffer a sudden injury like falling off your bike, or some type of injury that makes treatment or exercise contraindicated, and let me know 2 business hours prior to the start of your appointment.

Circumstances for no charge:

You have a sudden medical emergency that requires immediate treatment..
You suddenly develop a significant, infectious, cold or sickness (like strep throat, high fever, begin to vomit, etc) and let me know at least 8 business hours prior to your appointment time.
You have tested positive for covid 19 (rapid or PCR). (Must reschedule for 2-4 weeks later). *Of course, if covid turns out to be an ongoing, debilitating illness I am happy to make an exception.
Within 24 hours of your appointment time you suffer a sudden injury like falling off your bike, or some type of injury that makes treatment or exercise contraindicated, and let me know at least 8 business hours prior to your appointment time.

If you think you fit any of these descriptions and would like a refund, you must explicitly request one before your appointment time.

Circumstances that do NOT merit a no charge/half charge:

Last minute work obligations.
Last minute family/friend obligations (non-medical).
Existing and known (non-sudden) medical conditions.
Cold symptoms that appear within 24 hours of your appointment. Symptoms like a runny nose, upset stomach, headaches, etc do not qualify for refunds within 24 hours. If you think you might feel too sick to come in for your appointment tomorrow, I encourage you to cancel outside of the 24 hour window to avoid being charged.

Coming In With A Cold:

Ideally, clients who feel like they might be getting sick reschedule outside of 24 hours. If however you didn’t reschedule, you are still able to come in. In these circumstances I will wear a face mask and I ask my clients to do the same. Alternatively, it might be better for you to stay home and not come in.

Coming In With A Serious, Contagious Illness.

If you have a serious and contagious illness like strep throat, you are NOT allowed to come in for an appointment. However, if you diagnose it within 24 hours of an appointment you are still responsible for paying at least half my fee. Again, if you are feeling ill, please cancel or reschedule 24 hours prior to the start of your appointment to avoid being charged for a appointment you can’t attend.

Gifting Sessions

Clients may gift their scheduled sessions to family and friends (1 per package, 1 in every 3 membership credits, unlimited for drop ins). Clients most commonly do this when they cannot make a scheduled appointment and are within the cut-off time. If you’d like to gift your session to someone else, you must contact me at least 30 minutes beforehand and let me know who is coming, and that you intend for the session to be a “gift.” The “gift” session must be in the exact same time slot as your appointment. If you do not communicate that you are gifting your session to someone else who is coming in they will not be seen for treatment.

Coming In Late For An Appointment

Clients are welcome to attend appointments up to 30 minutes late. However, if a client is more than 20 minutes late and does not notify with a text or email that they are running late but still coming, they are assumed to be a no-show and may not be seen for their appointment.

Refunds For Prepaid Credits

In order to book sessions at Pain Solutions, clients are required to prepay for one or more sessions. These purchases are not refundable for cash, but in the event of a qualifying cancellation, they will be refunded back to the client’s account in the form of a session credit(s) that can be redeemed for services at a later date (up to 1 year).

Memberships

Memberships are subscription services. The subscription starts the day a client signs up for the membership, and will charge again every 30 days after. Each month as part of this subscription the subscriber will receive credits as part of their membership. With any massage therapy membership credits will roll over for 1 month before expiring. With personal training credits, credits will expire at the end of each billing period unless we arrange otherwise.

To view all of my membership policies and procedures, click HERE.

Packages

Packages expire 6 months after the date of purchase.
Packages are only refundable (for cash) if you develop a sudden medical condition that makes exercise or massage therapy contraindicated (as determined by a doctor). In this event used sessions will be prorated as drop ins before the refund.
Expiration dates on packages can be extended up to 1 year if you need to relocate for any reason. Please inquire.
You may transfer up to one session on any package to a family member/friend. However, if you are sending a friend or family member in your place, you must notify me at least 2 hours ahead of time.

Equipment Loaning Program/Borrowing Equipment

Equipment that is loaned for the Corrective Kickstart Program (CKP) or for any other reason, has a maximum 17 day loan time unless we agree otherwise. If a client needs to return equipment but does not have a session scheduled, they can schedule a 5 minute “drop off loaned sandbag” HERE. If equipment is failed to be returned in this time limit, I will give the client 1 warning via text message. If the equipment is not returned within 3 days of the warning, I will charge the client the price of the item plus a $25 replacement fee.

Pets In The Treatment Room

No pets are allowed in the treatment room. If a client arrives with a pet they will be turned away and still be required to pay for their session.