Policies & Procedures
It is our intention to provide our guests with professional and therapeutic services. The following policies and procedures serve as a guide for first-time and regular clients of Zenovate.
At Zenovate, we understand that unanticipated events occur in everyone’s life. Unforeseen events such as last-minute meetings, traffic considerations (for onsite services), and project deadlines are just a few reasons why one might consider canceling a session.
In our commitment to provide a unique and outstanding experience to all of our clients, and out of consideration for our practitioners’ time, we have adopted the following policies:
ARRIVAL TO YOUR APPOINTMENT
Please arrive 5 minutes prior to the scheduled starting time for your session. This allows you the time for a relaxed and unhurried experience.
If late arrival is inevitable, your service(s) will be shortened in order to keep on schedule. No full or partial refunds will be given.
CLIENT CANCELLATION/MODIFICATION POLICY
As a corporate client, you must provide at least 72 hours of notice if you need to reschedule, cancel, or modify your appointment in any way. If your appointment is on a Monday, notice must be given 72 hours before your appointment that Wednesday; weekends don’t count toward the 72-hour notice policy.
If you fail to cancel or modify your appointment 72 hours prior to scheduled service time, but you give more than 24 hours notice, a 50% fee will be charged to your credit card. Full refunds will not be given.
Cancellations or appointment modifications with less than 24 hours notice will be charged the full fee for services. No refunds will be provided for deposits or cancellations received less than 24 hours before a scheduled appointment.
Additionally, onsite events with 4 or more practitioners will be charged a 15% non-refundable fee for any cancellation or reduction in hours, no matter how much notice is given. An event is defined as anything a company books with us, even if it takes place at multiple locations or over multiple dates. All practitioners scheduled do not have to be working at the same location or the same shift for this 15% fee policy to apply.
To protect you, your participants, and our staff, we reserve the right to refuse service to individuals who are showing outward signs of illness, intoxication, or recreational drug use.
Please provide at least 24 hours of notice if you need to reschedule, cancel an appointment, or reduce your appointment hours. This gives us enough time to fill this time slot. If your appointment is on a Monday, notice must be given 24 hours before your appointment that Friday; weekends don’t count toward the 24-hour notice policy. If you fail to cancel prior to 24 hours before your appointment slot, or you do not show up for your appointment, you will be charged full price, if paying for the appointment yourself, or your credit will be deducted if it’s a session being paid for by your employer.
Inclement Weather Policy
If an onsite service is canceled by the client for inclement weather, no fee will be charged to the client as long as the event is rescheduled for a future date AND meets the National Weather Service definition of a “Dangerous Weather Event”. To qualify for having the fee waived, NOAA & The National Weather Service should have issued a Major Storm Warning either during the day of the event or in advance of an expected event (ex. the expected Hurricane path). You can check warnings at https://www.weather.gov/.
Zenovate reserves the right to cancel an event in the case of inclement weather if it jeopardizes the safety of our practitioners.
LATE ARRIVAL POLICY
We regret that late arrivals will not receive an extension of scheduled onsite or virtual appointments. In special cases, and when our schedule will allow, we may be able to accommodate a partial or full appointment. This will be at our discretion and only with proper, advanced notification of your late arrival. The original reservation fee will be charged.
NO SHOW POLICY
Clients who fail to show for appointments will not be given a full or partial refund. It is important that our practitioners are compensated in full for reserved time slots.
Prior to each massage or counseling session, the treatment plan will be discussed with you.
At your first visit with us, regardless of appointment type, you will receive an electronic copy of the policies and will be asked to electronically sign the consent stating that you have read the information, understand it, and agree to comply with the professional policies and procedures.
CLIENT PAYMENT POLICIES
Payments for onsite services are due at the time of booking.
A valid credit card is required to be on file in order to book your services, no matter the payment method used to purchase the massage services.
If paying by check, checks must be received at least 48 hours prior to your scheduled event in order to receive services.
If paying by ACH draft, the draft must be received at least 48 hours prior to your scheduled services.
Late payments for events are subject to a $50 late fee after the first 24 hours, and a $50 fee for every 30 days thereafter.
Late payments for subscription clients are subject to a $250 late fee after the first 24 hours, and a $250 fee for every 30 days thereafter.
The fee for returned checks will be a $100 additional fee applied to your outstanding invoice.
SCOPE OF PRACTICE
Zenovate practitioners are licensed professionals and held to the highest standards their respective licensing and certification agencies for their professional services.
Massage Therapy is a profession in which the practitioner applies manual techniques, and may apply adjunctive therapies, with the intention of positively affecting the health and well-being of the client. Onsite massage therapists do not diagnose or prescribe for medical conditions nor are they allowed to provide treatment for a specific condition without a doctor’s supervision. The onsite massage therapist is required to refer you for diagnosis and to follow the recommendations of your physician.
Other wellness and mental health services such as counseling, personal training, nutrition consulting, yoga, life coaching, or guided meditation may involve instruction to apply manual techniques or movements and may apply adjunctive therapies, with the intention of positively affecting the health and well-being of the client.
Please consult with a physician prior to beginning any exercise program.
RESPECT FOR CLIENT NEEDS & BOUNDARIES
Zenovate onsite massage therapists are happy to adjust pressure, musical volume, work longer on an area, or move on if requested. The client may choose to refuse any onsite massage methods, stop massage at any time, and is free to leave.
During online mental health and wellness services, the client is also free to leave the session and end treatment at any time.
Requests for sexual activity of any kind – onsite or virtual – will not be tolerated, will be viewed as solicitation, and reported to the proper authorities. The client will not be rescheduled if this occurs.
For massage, please note that the breast and genital area will not be massaged under any circumstances. A professional distance will be maintained from these areas. Hips and gluteal areas will be massaged only on request.
Sexual interaction or discussion of any kind between the client and the practitioner is NEVER appropriate.
CONFIDENTIALITY & CONVERSATION
During a mental health session with a Zenovate practitioner, all discussion with the counselor is completely confidential and will not be shared with anyone unless information disclosed presents a danger to yourself or others, as is required to be disclosed by law.
During the massage, the client may or may not choose to talk during the session. We are happy to listen to your conversation and share our professional expertise. We prefer to not discuss topics of a political, private, or sexual nature. Any discussion between the practitioner and the client is completely confidential.
EXISTING & NEW MEDICAL CONDITIONS
It is the responsibility of the client to keep the practitioner informed of any medical treatment currently being taken and to provide written permission from the physician, chiropractor, physical therapist, etc., that the onsite massage or virtual wellness services may be continued.
The client must also keep the onsite massage therapist or other relevant wellness or mental health practitioner informed of any changes in health conditions.
If you have any questions on the above information, please direct them to Zenovate at 1-800-556-2950.