Cancellations and Missed Appointments Policy

At Supported Body Massage Therapy, we aim to support the health and wellbeing of our clients by maximising our availability. This policy is designed to respect everyone’s time and ensure the smooth operation of our services. As a client of Supported Body Massage Therapy, you agree to comply with this policy.

We kindly ask that you provide as much notice as possible if you need to cancel or reschedule your appointment.  If you are experiencing cold or flu symptoms or are feeling unwell, we ask that you do not come in. This is especially important in our space due to the compromised immune system of some of our clients.

If you give less than 24 hours notice, the full appointment fee will apply. Payments must be made in full before any future appointments are scheduled or attended. When a client cancels without sufficient notice, it prevents us from offering the appointment to someone else.

Below, we outline the cancellation process and applicable fees, which are applied consistently.

Cancellation Procedure
We understand that unexpected events can occur that may require you to cancel or reschedule your appointment. However, due to our limited availability, we kindly ask that you inform us as early as possible if a cancellation is necessary. To provide an opportunity for others to book your time slot, we request a minimum of two full business days’ notice. You can cancel by contacting us via phone or text.

Late Arrivals
If you arrive up to 30 minutes late, the remaining time of your scheduled appointment will be used for your treatment. If you will be more than 30 minutes late, your session will be cancelled, and the cancellation fee will be applied.

Non-Attendance
If you fail to attend your scheduled appointment, this will be considered a no-show and the full scheduled fee will be charged.

Frequent Cancellations, Reschedules, Late Arrivals, or No-shows
Should you cancel or reschedule appointments multiple times, consistently arrive late, or miss appointments without notifying us, we reserve the right to charge the full scheduled fee. Clients who demonstrate a history of repeated late cancellations or no-shows may be subject to additional measures, such as requiring payment in advance for future bookings or limiting their ability to schedule future appointments. This approach ensures fair access to appointments for all clients.

Cancellation Fees
The cancellation fee is equal to the full scheduled fee for the appointment. If you have made a deposit for the appointment, this will be deducted from the cancellation fee amount. Clients or 3rd party funders are responsible for the full payment of the cancellation fee, which may be charged to your online payment card or must be settled within 14 days of receiving the cancellation fee invoice.

Cancellation Reminders
You will be reminded of our cancellation policy at several stages: when you first join our services, via email and text reminders prior to your appointments, and in other communications such as Service Agreements or emails with your therapist.

We appreciate your understanding and cooperation in following this policy as adhering to it enables us to continue offering efficient, and equitable services to all our clients.

Covid 19 Policy

Please do not book in if:

You have Covid19 – please book in once you are clear. 
You have any cold or flu symptoms, including sore throat, fever or runny nose. 


Steps we have taken to ensure your safety in clinic include:

  • Sanitising all common surfaces in the treatment rooms including the massage table, chairs and door handles.
  • Changing table linen after every session. 
    Hand sanitiser available in the entry to the building so please use this before coming into the clinic. Hand sanitiser is also available inside of the clinic.
  • A mask will be worn by the therapist when deemed necessary or on request of the client.
  • If you have any cold or flu symptoms other than usual allergies we ask you to not book in or to reschedule your appointment and to get yourself checked. We will also reschedule anyone who comes into the clinic with cold or flu symptoms.
  • If you need to cancel your appointment due to Covid19 or other illness, please give as much notice as you can.
    Remember we have a 24hour cancellation policy.

Health Fund Rebates

  • On the spot private health care rebates are available in clinic for remedial massage sessions if you have remedial massage available to you as an extra on your policy.  Please check with your private health care provider to see if you are covered.

Gift Certificates

  • Gift certificates expire 3 years after date of purchase.
  • Gift certificates are non-refundable and are not redeemable for cash.
  • Health fund rebates are not available in conjunction with the purchase or redemption of gift certificates.
  • Certificate must be presented at the time of service.

Client Rights and Responsibilities

Your rights as a client are to:

  • A clean, safe and comfortable environment.
  • Leave on as much clothing as needed for comfort.
  • Have certain areas of the body avoided during the massage.
  • Stop a session at any time, for any reason.
  • Be treated with dignity and respect.
  • Confidential treatment of your disclosed health information.

Your responsibilities as a client are to:

  • Provide accurate health data to the best of your knowledge so that safe practices may be followed
  • Keep the massage practitioner informed of any changes in health conditions.
  • Treat staff and other guests with courtesy and respect.
  • Never arrive at a session impaired by drugs or alcohol.
  • Never initiate or engage in sexual or other inappropriate discussion with the massage practitioner.
  • Never to make requests for sexual activity. It will NOT be tolerated, and will be viewed as solicitation.  The session will cease immediately, and you will NOT be rescheduled if this occurs.

Code of Ethics

As a member of the Association of Massage Therapists, I commit myself to the highest standards of practice.

I will:

  • Care for the health, wellbeing and comfort of my clients with the utmost skill appropriate to my current qualifications.
  • Respect the privacy, modesty and dignity of my clients and maintain appropriate professional boundaries.
  • Respect the beliefs, rights and values of my clients.
  • Protect the confidentiality of my clients’ personal information.
  • Refer clients to an appropriate therapist if their needs are outside my scope of practice and training.
  • Respect my fellow therapists in all disciplines.
  • Commit myself to continuing professional development, sharing technical skills and raising professional standards.
  • Endeavour to enhance the reputation of the massage therapy profession.
  • Support the Association of Massage Therapists in all its ideals, principles, codes and standards.
  • Refrain from conduct that adversely affects the reputation of the Association of Massage Therapists or the massage profession.
  • Comply with the AMT Code of Practice and all applicable State, Territory and Federal laws.

Working with Minors

  • Practitioner holds current working with children check and will provide evidence of this if asked.
  • Minors must have consent of a parent or guardian prior to treatment.
  • A parent or guardian is to be present at all times during the consultation and treatment of minors.
  • Minors have the right to terminate treatment at any point.
  • Age-appropriate terminology will be used when treating minors.
  • Minors have the right to understand the proposed treatment and refuse treatment.

Privacy Policy

Supported Body Massage Therapy respects the privacy of its customers.

This policy sets out how we collect, hold, use and disclose information in compliance with the Privacy Act 1988 and the Privacy Amendment Act 2012.

We take reasonable steps to ensure that personal information is:

  • Accurate, complete and up-to-date whenever it is collected, used or disclosed.
  • Protected from misuse, interference and loss, unauthorised access, modifications or disclosure.


Collection of Personal or Sensitive Health Information

We collect data about you through a variety of different methods including:

Communicating through phone, email, website, messaging service or application and mail.
Booking services or ordering products online.
Filling out online forms.
Subscribing to our services or publications.
Entering competitions, promotions or surveys.
Giving feedback.
Social Media platforms such as Facebook or Instagram.
Analytics providers such as Google.

With your written permission personal information may also be collected from third parties such as other health professionals for the use of providing you with safe, effective care.

Use and Disclosure of Personal or Sensitive Health Information

We may use personal or sensitive health information to:

  • Provide the best service possible within our scope of practice.
  • Establish client identity.
  • Improve customer experience.
  • Conduct research and development.
  • Assist government and law enforcement agencies when legally required.
  • Public health and safety laws require disclosure of health information for the purpose of preventing or controlling disease, injury or disability, reporting child abuse or neglect, reporting domestic violence, and reporting disease or infection exposure.
  • Medical emergencies – we may disclose relevant health information to notify or assist in notifying a family member, or another person responsible for your care about medical emergencies.
  • Payment of benefits – we may disclose your health information to your insurance provider for the purpose of payment or health care operations.
  • Workers compensation – we may disclose your health information as necessary to comply with Workers’ Compensation Laws.
  • Change of ownership – in the event that Supported Body Massage Therapy is sold or merged with another organisation, your health information/record will become the property of the new owner.

Consent

By acquiring or using our services, products or facilities, individuals consent to the reasonable collection, use and disclosure of personal information.

Changes to this Notice of Privacy Policy

We reserve the right to amend this policy at any time in the future, and will make the new provisions effective for all information that it maintains

Complaints

Clients have the right to lodge either an informal complaint with Supported Body Massage Therapy, or a formal complaint with the Association of Massage Therapists.

You can make an informal complaint by:

  • Discussing the issue in person at the clinic or by phone on 0400 000 000.
  • emailing hello@supportedbodymassage.com.au

Should you not be satisfied or feel uncomfortable with discussing the matter with us, a formal complaint can be lodged with the Association of Massage Therapists.  Information on how to do this can be found here https://www.amt.org.au/massage-and-you/complaint-resolution.html