Utopia Massage - Business Policies
Utopia Massage - Becky Wells, Massage Therapist

I know, I know... reading business policies is boring.  Trust me, it was difficult to stay awake while WRITING them.  Still, it's important that we have an understanding between us, therefore... the Business Policies Page.  It IS stuff that is helpful to know, so, boring or not, it will be to your advantage to read them before booking an appointment.  If you don't see a specific concern addressed here, I'll explain things as I go.  I just think it's good to know as much stuff as possible in advance.

I understand that unanticipated events happen that can affect your appointments or your availability to book appointments.   It happens to me now and then too, so I'm pretty forgiving.  Like all businesses, I have to have general guidelines that I go by.  They are pretty generous, so I feel good about sticking to them strictly.  There are some that I do not budge on and I let you know what those are.  I am, however, flexible.  Everyone is different and every situation is different.  Utopia isn’t defined by its policies.  It's defined by my desire to continue providing high quality massage therapy and spa treatments in a warm, caring and friendly way, and by retaining the value of my time as a professional.  That being said, here are my policies.  These policies don't cover every situation.  Because life can throw curves when we least expect it, sometimes we have to make things up as we go.  We'll work together in those situations to make sure everyone is happy.

In order to reserve a spot on our schedule, you'll be required to provide a method of payment (valid credit card/debit card number).  You may also pre-pay for your appointment in cash if you do not want to give a credit card number. Your credit card information is protected by a double encrypted server system. I cannot see the number once it's been entered.  That payment information can be used only for charging late cancel or no-show fees (detailed below), so it's imperative that you bring a method of payment at the time of service as well. Without verbal approval I cannot use your credit card/debit card number to pay for someone else's appointment.

If you don't see the time slot you want available when booking online, try booking a shorter amount of time.  Where 90 minutes isn't available, perhaps 60 minutes is.  You can always call or text me too.  I can rearrange things myself that the online scheduler cannot.

If you are a first time client, I request that you plan to arrive about 10 minutes in advance of appointment time to fill out paperwork and familiarize yourself with your surroundings.  All services have a specific time, so early arrival allows for a relaxed, unhurried experience for EVERY client.  In order to accommodate my busy schedule, late arrivals may be subject to shortened services while still being charged the full rate for the service scheduled.  In special cases when my schedule allows, I may be able to accommodate a partial or full appointment. This will be at my discretion (since I know my schedule) and only with proper, advanced notification of your late arrival.  Conversely, keep in mind that your early arrival does not necessarily mean your service time will start early.  I'm pretty flexible and my ultimate goal is that you have a relaxing experience, so I do my best to fit into my clients’ ever-changing scheduling needs.  I expect payment via cash or credit card at the time of service, unless otherwise arranged in advance.  (I don't budge on that.)

In order to be fair and equitable to everyone, I allow for cancellations and rescheduled appointments up to 24 hours before the appointment time.  
For in-spa appointments, cancellations within 24 hours before the appointment time may result in a late cancel charge of up to 50% of the full price of the service scheduled.  No-shows may result in a no-show charge of up to 100% of the full price of the service scheduled.  
For on-site/in-home services, cancellations within 48 hours will be charged up to 50% of the full service price, within 24 hours will be charged up to 100%.  No-shows will be charged 100% + a 25% gratuity.  
For gift certificates, pre-paid services or third party vouchers, I allow one reschedule.  Further reschedules will result in a $20 fee per reschedule.  No shows void the voucher.  You will not be able to redeem it. I understand that life happens, so feel free to call me if you have any questions about a charge you have incurred.  There are no refunds, however, for these fees.  (I don't budge on that.)

I love the convenience and value of pre-paid services and gift certificates just as much as my clients do.  There are a lot of different policies and laws that affect their use.  I am flexible whenever possible with my own policies.  Vouchers and gift certificates cannot be returned or redeemed for cash.   They must be used up all in one visit.  (I don’t budge on those, so don’t ask.)   Unless otherwise indicated, they can be used for in-spa services only.  Please see scheduling policies for vouchers, gift certificates and pre-paid services above.  

Every voucher or gift certificate has an expiration date by which the promotional value of the gift certificate is gone. Utopia's policy regarding the redemption of expired pre-paid service of any kind is that they can be used for 50% off any regular priced service, any time, all the time, no matter how long ago it expired, even if it has no cash value remaining.  ("Cash value" is what was paid for the gift certificate or voucher, minus any fees.)

The cash value of a gift certificate or voucher is determined by taking the purchase price and subtracting $2 per month past the expiration date.  When redeeming that cash value, keep in mind that that credit cannot exceed 50% of the total price of the service(s) you are receiving.  The entire cash value credit must be used all in one visit and can be shared between two or more people.  Exceptions can be made when requested at my discretion.

For the most part, the policies of all third party marketers fit right in with Utopia’s, however, a client can always contact any of those companies with further questions.  It’s important to remember that those vouchers are purchased from those companies and not from Utopia.  Any requests for refunds or other recompense must come from those companies.  This includes ANY third party purchase: Yelp, Groupon, Livingsocial, etc. 
Please see scheduling policies regarding third party purchases above.

It’s sad, but necessary that I have to have a policy posted about this, but I want to be sure there is no misunderstanding here.  Utopia Massage is a legitimate, legal and ethical business.  Sexual misconduct is forbidden.  Clients must understand that any illicit or sexually aggressive remarks, advances or gestures may result in the immediate termination of the session with the client fully liable for full payment of the scheduled appointment.  Any attempt of sexual solicitation WILL BE reported to the local police.  

I love tips.  Who wouldn’t, right? In appreciation of services received, gratuities may be given at your discretion. A customary gratuity for services is 15-20% of the total non-discounted fee for each service.  If you are unable to tip or just don't want to, then don't.  It will never be held against you.

Generally speaking, I don't take checks, but every now and then, I have to.  I charge a $30 return check fee will be added to each check that is returned, but really this is just an idle threat. If you don’t have the money to cover the check, you probably are going to be a hassle to track down for an additional fee.  You should know though, that issuing and/or passing a bad check is a criminal offense under the laws of the state of Nebraska.  I’ll turn you in if I think you’re just stealing from me and so will my bank.  If you need me to hold onto a check for a couple of days, just let me know. I'd rather do that than have any returned check hassle.  Really.

Booking and cancellation policies are the same whether appointments are booked in person, over the phone, via email or online through Schedulicity.  Your email notification from Schedulicity is the verification that your appointment has been made.  If you don’t receive an email notification, it’s a possibility your appointment wasn’t made and the time was not reserved for you.  Please call with any questions or concerns. I am not responsible for appointments not completely booked.  Repeated no-shows for appointments booked online may result in revocation of online booking privileges.

We frequently… almost always… have discounts and specials going on which we promote through Schedulicity.  Each one is unique and has its own terms and conditions attached.

I utilize email marketing through Schedulicity to communicate to clients. I ask clients exactly what types of messages they want to receive and for the most part I don't send a message that has not been requested.  If at any time you change your mind about what you'd like to receive, please contact me to let me know.  You can unsubscribe from email marketing at any time using the link provided at the bottom of any email message from Utopia.  THAT BEING SAID,  let's point out the obvious here:  If you unsubscribe from Utopia's email, I am not responsible for your not knowing about promotions, discounts and specials.  Email which EVERYONE will receive:  appointment notifications and reminders, occasional very important "special" messages and Holiday Shopping messages.  Every other type of message (weekly, monthly, pop ups) is received by request only.

As of the updating of these policies (January 30, 2018), Utopia Massage is just me, Becky Wells, LMT. I am my own boss and final decision maker for my  business.  I am the receptionist, office manager, janitor, customer service representative, IT department, marketing department and accountant.  I am a regular person who runs my business to make money for my family.  I understand that you want to get what you paid for because I want that for myself too.  Utopia is not a corporation or a franchise.  I am Utopia and Utopia is me.  I promise to respect, honor and value you.  I humbly ask the same from you.

As always, I appreciate your devoted attention to these informational things.  I  know your time is valuable.  To thank you for reading through all of this, click here to book an appointment with 10% off. 

Sincerely, Becky

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