Office Policy

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POLICIES AND AGREEMENTS

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We do not accept walk-in appointments; sessions are by appointment only.

First-time clients are required to pre-pay for their first appointment. 

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Location:   1210 Sycamore Square Drive Suite 102 Midlothian, VA 23113

Telephone: 804-837-4292

Email:       vhm.massage@gmail.com

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Office Hours:

Monday through Friday: 8:00 am to 7:00 pm

Saturday & Sunday:       8:00 am to 5:00 pm

*Holiday hours may fluctuate. 

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*When you schedule an appointment with Vitality Health Massage, You Agree To: 

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• You agree you have fully read, understood, and made sure you have asked questions and had all of your questions answered to your complete satisfaction before scheduling an appointment with us.

• If you do not agree with any of these policies, please do not schedule a massage session with Vitality Health Massage. 

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Vitality Health Massage - Office Policy

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1. Cancellations & Rescheduling

• 48-Hour Advance Notice Required

  • Cancellations or reschedules must be made at least 48 hours in advance.

  • Less than 48 hours’ notice or no-shows = full session charge.

  • Missed appointments may be charged to your card on file, deducted from memberships, packages, or credits.

• Rescheduling Rules

  • If online booking shows limited times, contact us directly—we may be able to help.

  • Always keep your confirmation email for proof of cancellation or reschedule.

• Reminders

  • Automated reminders are a courtesy. It is your responsibility to know your appointment time.

  • Failure to receive a reminder is not an excuse for a missed appointment.

2. No-Shows

• A no-show = failure to cancel/reschedule within 48 hours or not showing up.

• No-shows will be charged the full price of the session.

• All outstanding charges must be paid before booking another session.

3. Late Arrivals

• Sessions may be shortened if you arrive late.

• More than 15 minutes late = full session charge, and your therapist reserves the right to cancel your appointment.

4. Sickness Policy

• Do not attend your appointment if you are sick or contagious—examples: flu, fever, diarrhea, vomiting, skin infections, lice, etc.

• Cancellation fees apply if notice is less than 48 hours.

• A doctor’s note may be required before rescheduling in certain cases.

• The therapist reserves the right to cancel or refuse service if illness may cause harm.

5. Payment

• All payments (sessions, packages, memberships, add-ons, events) are final with no refunds.

• We accept Square (Visa, MasterCard, Discover, AmEx) and cash.

• Please click here to review our policies regarding card storage, the security measures we take to protect your payment information, your responsibilities when scheduling an appointment at Vitality Health Massage, and our commitment to safeguarding your privacy.

6. Purpose of Massage & Scope of Practice

• Massage is for stress reduction, relaxation, pain relief, circulation, and mobility—not a substitute for medical care.

• Massage therapists do not diagnose, prescribe, or perform spinal/skeletal adjustments.

• Always inform your therapist of health changes.

7. Privacy

• All session details remain confidential.

• Information is only shared with written consent, or if required by law.

8. Professional Boundaries & Conduct

• Massage is therapeutic and non-sexual.

• Inappropriate behavior will result in immediate termination of the session, full charge, and permanent dismissal from the practice.

• Draping is required at all times. Only the area being treated will be undraped, and client comfort is always respected.

9. Clients Under 18 

• Parent/guardian must:

  • Sign intake form.

  • Schedule the appointment.

  • Be present at the first session and in the room for all treatments.

10. Gift Certificates 

• Expire after 2 years.

• Non-refundable, no cash value, non-transferable without written consent.

• Must be presented at time of service.

• Cannot be split into multiple sessions.

• If rates increase, client pays the balance.

11. Memberships

• All sales final; no refunds.

• May be paused or canceled twice during the life of the membership.

• Unused sessions expire after 6 months once a membership is paused or canceled.

• Any rollover sessions will expire by the end of the following month.

• You may substitute your appointment with 48-hour notice.

  • The substitute must complete an intake form.

  • We require their full name, telephone number, and email address so they can be entered into our system and the appointment transferred into their name.

• The massage therapist reserves the right to cancel a membership at any time for policy violations.

12. Packages & Credits

• Packages typically include 3 sessions at a discounted rate.

• Expire 2 years from purchase.

• Credits for referrals/reviews expire after 6 months.

• Credits are non-transferable, non-refundable, and may be revoked for policy violations.

13. Communication

• We may contact you by phone, text, or email for scheduling.

• Reminders are a courtesy, not a guarantee.

• You may opt out of promotional messages by emailing vhm.massage@gmail.com.

14. Additional Policies

• Fragrance-Free: Please avoid perfumes, colognes, and scented products.

• Smoke-Free: Avoid smoking before your session to protect sensitive clients.

• Arrival: Please arrive 10 minutes early with forms completed. Sessions will end on time even if paperwork delays your start.

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