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Massage Therapy – Booking, Payment & Cancellation Policies

Priscilla Kerr Wellness

At Priscilla Kerr Wellness, we are committed to providing a professional, welcoming, and organized experience for every patient. To ensure smooth scheduling, efficient payment processing, and dedicated treatment time, we kindly ask all massage therapy patients to review the following policies before booking.

1. New Patient Intake & Payment Information

All new massage therapy patients are required to complete their online intake form before their first appointment can be confirmed.

The intake form collects essential personal and health information to help your massage therapist prepare for your treatment.

A valid credit card must also be securely saved on file through our Jane booking system. This is required for all patients, regardless of whether they intend to pay using another method or have extended health insurance coverage.

Your card information is stored securely through our payment processing system and may be used for applicable treatment fees, outstanding balances, late cancellations, or missed appointments in accordance with our clinic policies.

2. Online Booking & Appointment Confirmation

Our online booking system is available for Massage Therapy appointments only.

Once the required intake and payment information has been completed, patients may book, reschedule, or cancel eligible massage appointments through our online booking platform.

Please note:

• All required forms and payment information must be completed before an appointment can be confirmed.

• Online appointments are subject to the same cancellation and payment policies as appointments booked through our front desk.

• Appointments are subject to therapist availability.

• Patients are responsible for ensuring their booking information is accurate.

Book your massage therapy appointment online through our Jane booking system.

3. Appointment Reminders

As a courtesy, our clinic provides appointment reminders by email and/or text message.

To receive these notifications, please ensure that you have authorized appointment reminders in your intake form and provided accurate contact information.

Important: Appointment reminders are a courtesy service. Patients remain responsible for remembering their scheduled appointments, even if a reminder is not received.

4. Cancellation, Rescheduling & No-Show Policy

A minimum of 24 hours’ notice is required for all appointment cancellations or rescheduling requests.

When you reserve a massage therapy appointment, your therapist dedicates that specific time exclusively to your care. This appointment time cannot always be filled when a cancellation occurs at short notice.

Our cancellation policy is strictly enforced:

• 24 hours or more before your appointment: You may cancel or reschedule without penalty.

• Less than 24 hours before your appointment: The full scheduled treatment fee will be charged.

• Missed appointments (no-shows): The full scheduled treatment fee will be charged.

Applicable fees will be charged to the approved credit card on file.

This policy applies to all patients, without exceptions.

We appreciate your understanding that these policies protect our practitioners’ reserved time and allow other patients the opportunity to receive treatment.

Important Information Regarding Insurance

Insurance companies do not cover missed appointments or late cancellation fees.

Therefore, all late cancellation and no-show charges must be paid directly by the patient, out-of-pocket, and cannot be submitted for direct billing.

5. Arrival Time & Payment Procedures

We kindly ask all massage therapy patients to arrive at least 10 minutes before their scheduled appointment.

This allows sufficient time for:

• Checking in with our front desk team.

• Confirming insurance and payment information.

• Completing any outstanding documentation.

• Preparing for your treatment without reducing your reserved massage time.

Payment is required upon arrival, before your massage therapy session begins.

Our front desk team will assist with processing your payment, whether through an accepted payment method, the credit card securely saved on file, or direct billing to your extended health insurance provider when available.

This process allows your massage therapist to focus entirely on providing your treatment.

Late arrivals: Please understand that arriving late may reduce your available treatment time. The full scheduled treatment fee will still apply.

6. Extended Health Insurance & Direct Billing

At Priscilla Kerr Wellness, we are pleased to offer direct billing for eligible massage therapy treatments through select extended health insurance providers.

To use this service, patients must complete and sign our Direct Billing Consent Form at the front desk before their first direct-billed treatment.

Important Direct Billing Conditions

Insurance coverage is not guaranteed.

Direct billing is provided as a convenience and is subject to your insurance company’s eligibility requirements, benefit limits, and claims approval.

Please review the following conditions carefully:

• Patient responsibility: If an insurance claim is denied, partially approved, or not covered, the patient is responsible for paying the remaining balance at the time of service.

• No coverage for missed appointments: Late cancellation and no-show fees are not eligible for direct billing and must be paid out-of-pocket.

• Non-refundable services: All completed consultations, assessments, and treatments are non-refundable, regardless of insurance reimbursement decisions.

• Business hours only: Direct billing is available only during our regular front desk business hours.

• Same-day submission: Insurance claims for direct billing must be submitted on the same day the treatment is provided.

If direct billing is unavailable at the time of your appointment, payment will be required directly from the patient. An appropriate receipt can be provided for personal insurance submission, subject to the insurer’s requirements.

Patients are responsible for understanding their individual insurance coverage, including annual limits, deductibles, co-payments, and any other plan restrictions.

7. Patient Agreement & Acknowledgement

By booking a massage therapy appointment at Priscilla Kerr Wellness, patients acknowledge that they have reviewed and agree to comply with our clinic’s:

• Intake and credit card requirements.

• Appointment booking and confirmation procedures.

• 24-hour cancellation and no-show policy.

• Payment requirements.

• Insurance and direct billing conditions.

These policies help us maintain a respectful, efficient, and professional clinical environment while protecting the dedicated time and expertise of our massage therapists.

Thank you for choosing Priscilla Kerr Wellness.

We appreciate your cooperation and look forward to supporting your health, recovery, and well-being.

If you have questions regarding appointments, insurance coverage, payments, or receipts, our front desk team will be happy to assist you.

Priscilla Kerr Wellness