Our Client Policies

No-show and late cancellation

Cancellations that are less than 24 hours made the day before treatment (before 5 pm) will be 60% charge. This covers the amount your therapist gets paid per treatment time.

Cancellations made after 5 pm the day before or on the day of treatment will be 100% of the treatment charges.

Exceptions to the late cancellation or no-show policy will be made at the therapist's discretion

This fee will be sent to you as an invoice via email, if we do not have your correct email, we will send it via text. Future treatments cannot be scheduled until this fee has been paid. Multiple no-shows or late cancellations will result in us no longer treating you. If you show up late for your treatment, you will still be charged the total treatment cost.

New Clients

All new client booking fees must be paid at the time of booking or within 24 hours of the appointment being scheduled. Payment can be made through Halaxy at the time of booking, over the phone, or via invoice.

If payment is not received within 24 hours, the appointment will be automatically cancelled.

Booking fees are non-refundable. If at least 48 hours’ notice is provided to change an appointment, it can be rescheduled at no additional cost.

If an appointment is cancelled or rescheduled with less than 48 hours’ notice, the booking fee will be forfeited, and a new booking fee will be required to secure another appointment.

New Client Payment Policy

To secure an initial consultation or treatment appointment, payment must be received within 24 hours of booking with your selected Remedial Massage or Decongestive Therapist. Payment may be made by telephone or via direct bank transfer using the payment details provided by the treating therapist.

Payments are non-transferable between family members or between therapists, as each practitioner operates under their own fee structure and provides different clinical services.

If payment is not received within the required 24-hour period, the appointment may be released and forfeited, and availability for an alternative appointment cannot be guaranteed.

Cancellation and Rescheduling

A minimum of 24 hours’ notice is required for cancellation or rescheduling an appointment. Where the required notice is provided, the payment will be retained as a credit on the client’s account and may be applied to a future appointment.

Any credit must be redeemed with the Remedial Massage or Decongestive Therapist originally selected at the time of booking, as payment is allocated directly to that practitioner and cannot be transferred between therapists.

This policy assists the clinic and practitioners in maintaining appointment availability and ensuring consistent administration of client payments.

Appropriate clothing

It is a requirement of our clinic and our governing body that all clients (male and female) come with appropriate underwear:

Undies
Jocks
G-Strings

This is to allow appropriate draping and to protect the modesty of our clients and staff.

Clients who do not have the correct underwear can choose from the following:

Purchase underwear for $10
Be treated through their clothes (this could reduce the benefits of the treatment)
Or have the treatment cancelled at total cost.

Good Hygiene:

As treatments are all hands-on, therefore you must be clean when coming in for your treatment.

If you are working outdoors and are sweaty, please find a way to freshen up and put on clean clothes and underwear before entering the building.
Wet wipes can be provided to help clean up if needed.
If this is not possible, bookings are available outside of hours or on Sundays.

Respect and good manners

If you arrive early for your appointment, please sit quietly in the waiting room until your therapist is ready for you.
Please respect all staff and clients within the premises.
Keep your voice and phone down
Do not use profanities when in the waiting room
Aggressive or sexual conduct is not appropriate at any time, and we call the police if deemed necessary

Contact Anita Burns Massage Therapy for an appointment