Cloudform Policies

Booking Terms & Conditions

By booking an appointment, you acknowledge and consent to ALL of the following sub-policies & sub-points:

You are scheduling a massage session, with the understanding that both you and the therapist reserve the right to end the session if either party feels uncomfortable at any point.
Multiple sessions may be necessary to address specific issues thoroughly, and you recognize the commitment of the therapist to meet your needs.
You are receiving treatment from a certified remedial massage therapist and agree to address any concerns either directly with the therapist or through CloudForm Massage.
You are aware of and accept the booking and cancellation policy, which includes a charge equal to the full appointment fee for no-shows, with a requirement for 48 hours' notice for cancellations as outlined on the website.
You consent to communicate any discomfort, such as pain or sensations like numbness or tingling, during the treatment.
You agree to provide all relevant medical information to prevent injury or harm during the massage session.
You understand the limitations of remedial massage therapists, acknowledging that they cannot diagnose conditions, prescribe medications, or perform joint mobilizations. You choose to receive massage as an alternative, non-invasive therapy.
You agree to notify the therapist or CloudForm Massage in case of late arrival or if you are unable to make it to your appointment.
By making an appointment, you agree to be added to the mailing list, with the option to unsubscribe at any time.
You are aware that massage therapy is complementary and not a replacement for professional medical care.
Your card details are securely verified during booking and stored for deposits, potential no-show or late cancellation charges.

Appointment Cancellation Policy

When you book an appointment with CloudForm Massage or Besoothed Counselling, You will need to agree to this policy in full to receive services. If you do NOT agree, we will not provide you with our service(s).
Clients are informed of this policy at the time of booking, in the confirmation & reminder emails & reminder text message and it is available on the website.
Clients receive an Initial Booking Confirmation, a reminder text message before their appointment and a further reminder email

There is a strict 48-hour cancellation policy

It is not possible to fill 30,60, 90+ minute sessions with another client within short notice.
Our Massage Therapists commit to providing significant time and care to session planning and preparation.
We want to reduce the income loss as a direct result of client cancellations and non-arrivals. We are not a large corporation and if a Massage Therapist has a client not turn up or cancel last minute, the Massage Therapist loses income (The value of the appointment, the value of the before & after buffering time (30 Minutes), the opportunity cost of another client. Your Missed appointment costs hundreds of dollars.
There are substantial overhead costs associated with providing you with our service(s).
Cancelling without adequate notice will affect other people, when you commit to an appointment, nobody else is able to book your reserved slot.
It is strict, and it is clear, so that you understand there is zero tolerance for no-showing or cancelling with minimal notice.

Our cancellation conditions to avoid paying fees:

For all appointments we require at least 48 Hours across 2 business days* notice of cancellation.
A business Week for our business is Monday - Saturday.
You MUST Call, Text or Email, to Cancel or Reschedule an appointment & do so at least 48 Hours in advance.
Your Email Button to Self-Cancel & Self-Reschedule is disabled once your appointment is upcoming within 48 hours.
If you do NOT give adequate notice, you will forfeit your deposit, prepayment and membership-credit or you will be charged for the full appointment fee.
When you book an appointment, it is your responsibility to give the required 48 Hour notice to cancel or reschedule.
In the event that you do not pay for the appointment, you will be banned from booking again.

Hygiene & Illness

Massage sessions cannot proceed if you display cold or flu symptoms. If you are unwell, rescheduling is necessary, and failure to provide sufficient notice will incur the full session charge.
Should you become ill during a session, the session will be terminated early for health and safety reasons.
Prior to your appointment, you are expected to maintain personal hygiene, including showering and using deodorant.
Understanding that becoming sick after a massage is coincidental and likely the result of an emerging illness, not caused by the massage itself.

Massage Sessions

Please arrive 5 Minutes before your session.
There are no extra forms to fill in after booking except in special circumstances.
If you have booked a session with a minor, you must remain in the room the entire time.
If you are late to your session, the remaining time will be used appropriately but you may not be able to receive your full session. This will be at the discretion of the therapist if there is time available.
The massage room, linens, all contact points & the massage therapist will be clean & sanitary prior to your session commencing. It is also requested that you are clean and without sickness.
Massage therapy is not medical care & your massage therapist cannot diagnose illness (Physical or Mental).
You must disclose all relevant health information & allergies as to not injure you or cause harm during a session.
You are responsible for communicating discomfort or pain to your massage therapist during your session.
Either party can cease the treatment at any time for any reason. This may not result in a refund.
Most Options in the Intake Form are preferences during service and we will endeavor to provide them at the best of our ability.

Memberships

Memberships are paid monthly & provide you with 1 Associated Membership Credit per calendar month
When you sign up to a Membership, there is no lock in contract, however there is a minimum period of 2 Billing Cycles (60 Days) that must be served before cancelling
You can only claim your Remedial Massage on your insurance if that is the Membership Session you choose. Since you will have already paid, you will need to send the session receipt on the day to your insurance company.
You can give your membership code to other parties for them to use your credit, however, you share your code at your own risk, each monthly renewal will apply to the same initial sign up code.
If you no-show or late cancel a session that is already paid for on a membership credit, you will forfeit the credit.
While booking, you must enter your code into the code section of the booking system in order to apply it onto the correct session.
You can upgrade your membership at any time by signing up to the new one & cancelling your old one.
To utilize add-ons or extend a session during a session, you will need to pay for these at an additional rate.
If your payment does not occur on the renewal date (the date you signed up, recurring monthly) then your subscription will be cancelled. This may happen if your card declines due to expiry, insufficient funds or account locks etc.
You may pause your membership for up to 4 weeks per calendar year with adequate notice.
Membership Rates will be increased discretionally over time and are changed with notice via the Website, Membership Page & Booking System. This notice given is at least 14 Calendar Days.

Mobile & In-home Sessions

We require safe & secure access to your property. Please advise us of any hazards beforehand, i.e aggressive pets or difficult entrance-way.
You can select the room or spot for the massage in your home, there just needs to be adequate space, privacy & you may want a temperature controlled room.
There may be instances where the massage therapist is 5 - 15 minutes late due to traffic, bad weather or difficulty parking at your premises. You will still receive your session duration.
You do not need to provide anything during your in-home massage session, however if you like we can use your linens at your request.
In-Home sessions require prepayment during the booking process.
The cancellation Policy & All policies on this page applies to mobile sessions.
The terms set out in the rest of these policies will also generally apply to Mobile & In Home sessions regarding Massage Sessions, Gift-Cards, Memberships, Privacy, Modesty, Bookings & Cancellations.

Gift Vouchers, Gift Cards & Gift Certificates

Gift Cards & Gift Vouchers are valid for 3 Years from the time of purchase.
Lost, damaged or altered cards will not be refunded, redeemed or replaced.
You must bring a physical card or be able to show a digital voucher or provide your name to claim the balance on your appointment at the time of payment.
Gift Cards must be used in full in their respective session, i.e, 60 Minutes, 90 Minutes etc.
Digital Gift Vouchers can be swapped to Physical Gift Cards at no extra cost.
Gift vouchers & cards are valid for the specific purchase amount at that point in time. We may waive the price difference at our discretion if there is a future increase since the time of purchase.
At our discretion we can honour the price difference if there has been a recent change.
The cost of a service may increase over time and you may need to pay the difference during payment.
Gift cards & Vouchers, once purchased cannot be returned or refunded in any circumstances.
Gift Cards cannot be transferred to another person after purchasing except in special circumstances.
We cannot accept insurance with gift cards or gift vouchers.
Gift Cards cannot be redeemed on mobile sessions unless there is a specific mobile package.

Privacy

All of your information is private & confidential.
If you converse during your massage, you have full confidentiality with your massage therapist unless it necessary to disclose for a medical or patient care perspective.
Health information is stored digitally in a secure manner, physical information provided by you is scanned and then destroyed. There are no physical client notes.
Digital Information is handled at all times in a secure manner. This includes sensitive Counselling Information, Emails, Form Submissions, Website Queries, Texts etc. Every Effort is made to handle your information, both verbal or written with care.
Your Payment Information is Encrypted, secure & on your client side only at the time of booking & reserving. We do not have access to your card details, however we can charge for missed appointments.

Modesty

During the session you are entitled to as much privacy & modesty as you require.
Massage can be done completely through clothing & without oil however the results may vary. You are only ever instructed to undress to your comfort level.
You can remain fully clothed if that is your comfort level.
You can be nude if that is your comfort level.
You will be draped at all times via towels, sheets or linens.
Consent to work on sensitive areas is requested before commencing massage to them. The definition of sensitive varies person to person.
You have the opportunity in the intake form to request particular areas be avoided and you do not have to give reasoning. You may be asked for reasoning if and only if it pertains to effective treatment or medical care.
If you wish to sign a consent form, you can. You can then receive massage with minimal restriction to i.e (Sternum, Pectorals, Adductors, Glutes, Stomach etc)As a client, it is your responsibility to communicate all relevant information before, during & after your session.
Every effort will be made to make sure you are comfortable while your physical & mental boundaries are adhered to.

Last Updated: 5th November 2023

If you have any questions about this policy, you may reach out to us via email;
INFO@CLOUDFORMMASSAGE.COM.AU

Thankyou