Appointment Policies

Your appointment time is reserved especially for you. When an appointment is cancelled with little notice, or someone simply doesn’t arrive, we usually cannot fill that time. This affects your massage therapist’s income and prevents another client from using the appointment.

We understand that illnesses, emergencies and unexpected problems happen. Our goal is to be fair and compassionate while also protecting the time our therapists have reserved for you.

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Cancelling or Rescheduling

Please contact us as soon as you know that you cannot attend your appointment.

• With at least 24 hours’ notice: No cancellation fee.

• With less than 24 hours’ notice: You may be charged 50% of the scheduled service price.

• No-show or missed appointment: You may be charged the full scheduled service price.

The applicable fee may be charged to the card you have authorized us to keep on file. If we do not have a valid card on file, we will send an invoice. Any outstanding cancellation fee must be paid before your next appointment.

To cancel or reschedule, please call or text Patient Relaxation at 517-643-4188. Leaving a voicemail or sending a text lets us know when you contacted us.

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Please Don’t Come If You’re Sick

Many of our clients are medically vulnerable. Please do not come to the office if you have:

• A fever or chills.

• Vomiting or diarrhea.

• A known contagious illness.

• A new or unexplained rash.

• New respiratory symptoms that may be contagious.

• Any other symptoms that could expose our clients or staff to illness.

We would much rather have you stay home than risk spreading an illness. Contact us as soon as possible, and we will help you reschedule.

When a sudden illness or genuine emergency makes advance notice impossible, cancellation fees may be waived or reduced at our discretion. These situations will be considered individually. Frequent last-minute cancellations may require a different scheduling arrangement, even when caused by ongoing health or family circumstances.

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Late Arrivals

If you arrive late, we will provide as much of your session as the remaining appointment time allows. Your appointment must still end at the originally scheduled time so that the next client is not kept waiting. The full scheduled service price will still apply.

If there is not enough time remaining to provide the service safely or effectively, the appointment may be treated as a late cancellation.

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Packages, Memberships, Gift Certificates and Promotional Appointments

Cancellation and no-show fees apply to appointments booked with packages, memberships, gift certificates, vouchers and promotional offers. The applicable fee may be charged to the card on file, deducted from an eligible prepaid credit or invoiced to the client.

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VA, Grant-Funded and Other Third-Party Appointments

Some programs do not allow us to charge the client a cancellation or no-show fee. We will always follow the rules of the program paying for your care.

However, a missed appointment still leaves a therapist with unpaid time that usually cannot be filled. Repeated late cancellations or no-shows may result in the loss of a recurring appointment time, cancellation of future appointments or return to the referring program. Two missed or late-cancelled appointments may be sufficient for us to discontinue scheduling under that program.

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Repeated Cancellations or No-Shows

Clients who repeatedly cancel with insufficient notice or miss appointments may be required to:

• Prepay when scheduling.

• Schedule only on a same-day or short-notice basis.

• Give up a recurring appointment time.

• Have future appointments cancelled.

• Discontinue scheduling with our practice.​

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Respectful Conduct and Safety

Patient Relaxation is committed to providing a safe, professional and respectful environment for clients and staff.

Any inappropriate, suggestive, harassing, threatening or violent language or behavior will result in the appointment being ended immediately. The full scheduled service price will remain due and may be charged to the card on file. The client may also be refused future services.

When circumstances warrant, law enforcement or other appropriate authorities will be notified.

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If Patient Relaxation Must Cancel

Occasionally, a therapist may become ill or experience an emergency. If we must cancel your appointment, you will not be charged, and we will make every reasonable effort to reschedule you promptly.

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Agreement to This Policy

By scheduling an appointment with Patient Relaxation, you acknowledge and agree to this cancellation, rescheduling and illness policy.

Thank you for respecting the time and livelihood of our massage therapists, and for helping us protect the health of our clients and staff.