Our Policy

Arrivals
 

• Please arrive for your appointment 10 minutes prior to the scheduled starting time. This allows you the time change and prepare for the service. All treatment sessions have a specific time schedule and early arrival allows for a relaxed and unhurried experience. If late arrival is inevitable, your service may be shortened in order to keep on schedule.
• If you are running late or need directions, please contact the staff as soon as possible to notify of your estimates arrival time or to reschedule. 
• Gift certificates, package(s) and services must be used within 12 months from the date of purchase, and cannot be extended past the expiration date. Expired gift certificates have no cash value and may not be refunded or redeemed for products or services.

Scheduling:

All sessions are by appointment only. Due to the nature of my business, during my work hours, I may be unable to answer my phone. Texting is a great way to get in touch with me because I can easily text you between appointments. I encourage you to Book Online first . If you are looking for specific times that do not show up as available on my Online Scheduler, please text me and we can always schedule that way. If you have any other questions or you would like to speak about any specific conditions, please call and leave a message and I will get back to you as soon as possible.

A credit card and is required to reserve your spot by phone .

Prepaid service are required to book online.

 By giving us your credit card information, you are authorizing this charge to go onto your credit card in the event you do not give at least 24 hours notice before cancelling a confirmed appointment or you do not show up for your confirmed appointment.

Clients who have previously no-showed for appointments and their credit card declined will be required to pay the full no-show fee before they can schedule another appointment. In addition, they will also need to prepay for their next appointment.
 

Your therapy times are reserved exclusively for you. We value your business and ask that you respect the office scheduling policies. 

We respectfully ask that you provide us with a 24 hour notice of any schedule changes or cancellation requests. Please 

understand that when you cancel or miss your appointment without providing a 24 hour notice we are often unable to fill that 

appointment time. 

This is an inconvenience to your therapist and also means our other clients miss the chance to receive 

services they need. For this reason, you will be charged 50% of the service fee for the first missed session and 100% of the 

service fee for each session after that. We also reserve the right to require a credit card number to be given to book future 

appointments so that appropriate fees may be charged if a late cancellation does occur.

We understand that emergencies can arise and illnesses do occur at inopportune times. If you have a fever, a known infection, 

or have experienced vomiting or diarrhea within 24 hours prior to your appointment time, we request that you cancel your 

session. Inclement weather may also result in the need for late cancellations. We will do our best to give advanced notice if we 

are closing or need to cancel due to bad weather and we ask you to do the same. Please do not risk your own safety trying to 

make your appointment. Late cancellation due to emergency, illness, or inclement weather will generally not result in any 

missed session charges, but this is determined on a case-by-case basis.

  Refunds:

 All product sales and service sales are final with no refunds offered, except as offered below.  Customer agree’s to accept and pay for services as rendered.  Services are considered fulfilled upon start of the booking process when your room and therapist is reserved for you.  Rebeca Santos Therapeutic Massage  LLC or the client may end treatment at any time for any reason or for no reason with no refund due the client.  

Package sales are non refundable. 

Prepaid Services are non refundable . 

Gift Certificates are non refundable.  

If a service is paid for and client wants a refund , the refund will be given in the form of Credit to be used at a later date with no expiration.

• Please silence your cell phone during your visit to encourage uninterrupted tranquility.
• If you’re uncomfortable, you don’t have to undress completely; it’s perfectly okay to wear underwear while having a massage. Draping is ALWAYS required during a service. Robes will be provided for your comfort in between multiple services.
• If you are on any medications, retinol products, or have recent injections / surgeries, please advise staff so we can accommodate products and pressure and services accordingly to avoid any contraindications.

• Gratuity is never expected, but always gratefully appreciated! The best tip is your Google Review

Thank You !