CLIENT INFORMATION & POLICIES

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Auburn Massage & Wellness Centre

At Auburn Massage & Wellness Centre, our goal is to make every visit a comfortable, welcoming, and positive experience.

We believe a great client experience begins with clear communication and mutual respect. The following information is designed to help you understand what to expect when scheduling and receiving services at AMC.

We encourage all clients to familiarize themselves with our policies before their appointment. If you have questions, our front desk team is always happy to help.

01. SCHEDULING & APPOINTMENTS

Your appointment time is reserved exclusively for you and your selected service provider.

We ask that clients arrive on time and provide accurate contact information when scheduling.

Appointment Reminders

Appointment reminders are provided as a courtesy, generally approximately 72 hours before your scheduled appointment. Clients remain responsible for keeping track of their appointments, regardless of whether a reminder is received or acknowledged.

Late Arrivals

If you arrive late, your service will be provided within the remaining time available in your original appointment window. Appointments cannot be extended beyond their scheduled end time, and the full scheduled service price remains due.

Provider Availability

Occasionally, circumstances may require a change in your scheduled service provider. If a change is necessary, AMC will communicate with you and work to find an appropriate arrangement.

02. CANCELLATIONS & NO-SHOWS

We understand that life happens and unexpected circumstances can affect your schedule. We appreciate advance communication whenever plans change.

However, when an appointment is reserved, that time is dedicated specifically to you. Last-minute cancellations and missed appointments can directly impact our therapists’ scheduled working hours and ability to earn income.

Our Cancellation Policy

• A minimum of 24 hours’ notice is required to cancel or reschedule an appointment without a fee.
• Cancellations or rescheduling requests made with less than 24 hours’ notice are subject to a fee equal to 50% of the scheduled service price.
• No-call/no-show appointments are subject to a fee equal to 50% of the scheduled service price.
• Cancellation requests must be communicated directly to AMC through our front desk via phone call.

Inclement Weather & Emergencies

Your safety and well-being are important to us.

If AMC closes due to severe weather or unsafe travel conditions, affected clients will not be charged cancellation fees.

When AMC remains open, weather-related cancellations within the 24-hour window will be reviewed by management on an individual basis.

Sudden illness, family emergencies, and other extraordinary circumstances may also be reviewed by management. Exceptions and fee waivers are determined at management’s discretion.

Repeated Cancellations

Repeated last-minute cancellations or missed appointments may result in booking restrictions, advance payment requirements, or management approval being required for future appointments.

We appreciate your consideration of the time our therapists reserve for you.

03. MASSAGE & SERVICE POLICIES

Our priority is to provide a safe, professional, and comfortable experience.

• Please communicate your preferences, pressure expectations, and areas of concern with your service provider.
• Clients are encouraged to speak up during their service if adjustments are needed.
• Clients may request modifications or discontinue a service at any time.
• Appropriate draping and professional boundaries are maintained throughout massage services.
• Accurate and current health information must be provided before receiving treatment.

Our team reserves the right to modify or discontinue services when necessary to protect the safety and well-being of the client or provider.

04. PAYMENTS, GIFT CARDS & PACKAGES

We strive to maintain clear and transparent pricing.

Payments

Payment is due at the time services are rendered.

Gift Cards

AMC gift cards may be redeemed toward any service offered by Auburn Massage & Wellness Centre.

• Gift Cards are not redeemable or refundable for cash, except where required by applicable law.
• Gift cards that are lost, stolen, or damaged will not be replaced, and AMC is not responsible for their lost or unauthorized use.
• The original gift card must be presented at the time of service for redemption.
• Gift cards may be used toward eligible AMC services, subject to the available card balance.
• If the total service cost exceeds the remaining gift card balance, the difference must be paid using an accepted payment method.

Packages & Promotional Offers

Package purchases and promotional offers may have specific terms, eligibility requirements, and expiration dates. Please review the terms associated with each offer before purchasing.

Pricing

Service prices and promotional offers are subject to change. The applicable price will be communicated at the time of booking or purchase.

For questions regarding an existing purchase, please contact our front desk.

05. CLIENT RESPONSIBILITIES & PROFESSIONAL CONDUCT

We are committed to maintaining a welcoming and respectful environment for clients and team members.

We ask all clients to:

• Treat our staff and service providers with courtesy and respect.
• Provide accurate health and contact information.
• Communicate concerns or requests appropriately.
• Respect the privacy and comfort of other clients.
• Maintain appropriate professional boundaries during all services.

Harassment, inappropriate conduct, or behavior that compromises the safety or comfort of our team or other clients will not be tolerated. AMC reserves the right to discontinue services or decline future appointments when necessary.

06. PRIVACY & CLIENT CONSENT

We respect the privacy of our clients and handle personal and health information in accordance with applicable privacy requirements.

Clients may be asked to complete intake forms, health history information, and informed consent documentation before receiving certain services.

Photographs, testimonials, and marketing materials involving identifiable clients require appropriate permission.

 Please speak with our front desk if you have questions about your information or consent documentation.

07. QUESTIONS, CONCERNS & SERVICE FEEDBACK

Your experience matters to us.

If you have a concern about a service, we encourage you to communicate with your provider during your appointment whenever possible so adjustments can be made.

If you have additional concerns after your visit, please contact our front desk and ask to speak with management.

We value constructive feedback and will make every reasonable effort to review concerns fairly and professionally.

THANK YOU FOR CHOOSING AMC

We appreciate the trust you place in Auburn Massage & Wellness Centre.

Our policies are intended to create a respectful, consistent, and positive experience for everyone while allowing our dedicated service providers to continue doing what they love.

We look forward to seeing you!

Auburn Massage & Wellness Centre

Questions? Contact our front desk for assistance.