Policies and Procedures
Please arrive 15 minutes early for your appointment to get cozy and settled. The time we set aside for your appointment is completely yours. Out of the highest respect to you and my other clients, sessions end on the scheduled time and full cost of the session applied.
No-Show and Rescheduling Policy
You may cancel your appointment without penalty up to 24 hours before the starting time of the massage. If you cancel your appointment up to 12 hours before the massage, you will be charged half the rate, and if the appointment is cancelled less than 12 hours before the massage, you will be responsible for the entire massage fee. No-shows are responsible for the entire fee before they will be treated again.
If we reschedule your Appointment
If we cancel your appointment for any reason within 24 hours of the scheduled time, you will receive a discounted rate of 10% at your next appointment (this excludes already discounted services) or 15 minutes of additional time to your appointment. We hope we never have to cancel, but emergencies and illness do happen from time to time and we thank you for your understanding.
Times when Massage is not Beneficial
If a clients shows signs and/or symptoms that contraindicate massage (fever, undiagnosed rash, contagious infection), the session will be re-scheduled. This is to protect the health of both the client and the therapist.)
Health Intake Form(s)
To ensure safe, customized sessions, the client must fill out a health intake form before treatment. It is the client’s responsibility to relay all health information so the therapist can modify the treatment plan where necessary.
We are not Doctor’s but occasionally miracle workers
Massage, bodywork, and spiritual healings serve as therapeutic tools to enhance well-being. They are not substitutes for medical treatments. Massage and Spiritual therapists are not qualified to diagnose conditions, prescribe treatment or perform spinal/skeletal manipulations. Any information imparted by the therapist in the course of treatment should not be construed at such.
Payments –All services must be paid for no later than 15 minutes after the service was completed by means of cash, check, visa, mastercard, or viable gift certificate/online voucher. We do not accept IOU’s, monies of other nations, or counterfeit, blessings, or poems. Once a transaction has been made, there are no partial or full refunds. The same rule applies for gratuities. There is a $25 bounced check fee. If you do not pay any outstanding balances with us within 3 months, we still require your payment, but we will be unable to provide future service to that party.
‘Do-over’ Services –If you were unhappy with your service, we request that you tell as as soon as possible. We love our clients, and we do our best to serve them with integrity and compassion. If you received a service but were unhappy, you have 24 hours to notify us by email or phone call. The next service will be given to you at a discount of 15%, or you will receive an extra 15 minutes of time at your next session. There are no 2nd ‘do-over’ discount services. If we still did not meet your satisfaction, then it will, unfortunately, be time to respectfully part ways.
Conduct –We have a zero tolerance for bad conduct, inappropriateness, sexual comments/behavior, and bad business practices from clients and other business representatives. If we end a session due to any of the previously mentioned, you are still responsible for the entire session fee and you sacrifice any credit that you had accrued with the Urban Kneads Club if this applies to you.
Draping –We follow strict industry protocol and state law, in which we drape the client with a full sized sheet over the body. Individual body parts will be exposed only in a secure manner for the respect, modesty, and privacy of our clients and staff. We will never, even upon request use ‘just a towel’ or perform bodywork in any other fashion unless you choose to remain fully clothed.
Sexual Harassment -Zero tolerance. If any sexual comments, requests, or physical actions occur during any portion of the session or visit to our office, the session will end immediately and you will still be responsible for paying for the entire session. You will not be served again. If you perform any other offense of sexual harassment or abuse, the authorities will be called immediately.
Online Vouchers –We follow the policies indicated on your contract of purchase with your online voucher. Please read them carefully, as we cannot break the rules as part of our contract with them. We will not honor them past their expiration date. If you could not get an appointment prior to that date because of scheduling conflicts, we will handle the predicament on a case by case basis.
Gift Card and Packages –We accept give cards only signed by us. We do not take gift cards intended for use on other businesses. They cannot be combined with other gift cards, vouchers, coupons, discounts, credit from or for the Urban Kneads Club, or other special offers. Packages are non-refundable, but services and time can be added to them with standard fees.
Monthly Payment Contracts — The following text is from the Urban Kneads Club Monthly Payment Agreement:
<AGREEMENTDATE> Between: <CLIENTNAME and <STUDIONAME> for [SERVICE PROVIDED HERE IN EXCHANGE FOR MONTHLY FEE].
Contract Start Date: <CONTRACTSTARTDATE>
Contract End Date: <CONTRACTENDDATE>
Contract Duration and Automatic Renewal: Contract is in force for <NUMBEROFPAYMENTS> months from the Contract Start Date, with automatic renewal for subsequent months, unless cancelled by either <CLIENTNAME> or <STUDIONAME>, with notification of 30 days in advance of the next billing date.
Urban Kneads Club Credit cannot be applied to gift cards or discount packages. Discounts, gift cards, and promotions cannot be combined with Urban Kneads Club Credit.Urban Kneads Club Credit is only good for the person whose name is on the billing contract of whom it is intended for. Credit never expires.
Agreement to Pay Recurring Fees: <CLIENTNAME> agrees to pay <STUDIONAME> monthly recurring fees as follows:
<AUTOPAYITEM> for <AUTOPAYAMOUNT> via Client authorized automatic credit card or checking account ACH charges. Alternatively, Client may prepay six or twelve months in advance via any credit card, ACH, bank check or wire transfer. Payment in monthly increments by any means other than Client’s credit card or ACH is not permitted.
Please read and sign below.
(a) I agree to purchase the <AUTOPAYITEM> for <AUTOPAYAMOUNT>, as an automatic charge to my credit card, or automatic debit to my checking account each month for a contract period of <NUMBEROFPAYMENTS> months.
(b) I hereby certify that I am the holder of the credit card, or an authorized signer on the bank checking account detailed below.
(c) I understand that I will be notified if my credit card or checking account payment fails to authorize for any reason, and that a $10 late fee will apply if I do not provide a valid credit card or checking account ACH information within 10 calendar days of the original rejection date.
(d) I understand that my service will be deactivated if my account becomes more than 30 calendar days late.
Freeze your autopay
To freeze your autopay, a completed request must be submitted in writing (email ok to email@example.com) at least 30 days in advance of your next billing date in order for your request to be effective from the following month. Billing date is based on your activation date listed below.
Anyone enrolled in the monthly auto renew program may elect to freeze their autopay charges once per year according to the policy below:
You can freeze your autopay schedule for free one time a year, each time after that there is a fee of $15 for each “freezing”. The freeze is activated at the start of the next billing cycle and can be requested in monthly increments for up to 6 months.
To request the freeze, please email (firstname.lastname@example.org) or write a brief letter with your request (Urban Kneads 917 7th street suite b108 Sacramento, CA 95814.)
Following the end of your requested freeze period, your monthly auto-renew will automatically be reactivated. Your autopay schedule may be canceled at any time.
A completed autopay cancellation form must be received at least 30 days in advance of your billing cycle (example: if you are scheduled to be charged February 14th and you want to cancel for the month of February, you must submit a cancellation request to <STUDIONAME> by January 14th.)
Coupons and Discounts –If you accrue credit on your account by means of over-paying, you will receive a return by check, no expiration. Coupons and discounts cannot be combined with already discounted sessions. We do not accept discounts or coupons for any service from any other business but our own.
In order to demonstrate our firm commitment to our clients’ and visitors’ privacy. The following statements intend to lay out our information gathering and customer information usage business practices for our website and from our intake forms:
*Any information relayed to us will never be shared with third parties. This site contains links to other sites. Urban Kneads is not responsible for the privacy practices or the content of such websites.
*Our intake forms are designed to communicate emergency information, and medical information between client and therapist only. These forms remain in a protected filing system and not shared with any other person, organization, or program.
*If a client opts-in on their intake form at time of service, they agree to receiving email newsletters. If a client wishes to have their information removed from our customer database or to no longer receive future communications from us, we will abide. We request that you communicate with us in writing via email
*Our website utilizes a payment facility through MINDBODY Program. At the office we accept cash, personal checks, and Visa and Mastercard payments through Square and MINDBODY Express. We will not save or share information received from bank checks nor do we save information from credit or debit payments. All relevant contact information obtained through these means are not shared with third parties, but may be used for future promotional campaigns or materials. The customer’s contact information is used to contact the customer when necessary regarding the services provided. Financial information that is collected is used to bill the customers for products and services.
Thank you for patronage and understanding. We are always evolving and growing and looking for ways in which we can be a better business and serve you with the best that we can. If you have any suggestions, questions, or concerns, please contact us at:
917 7th Street, suite b108, Sacramento, CA 95814
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Our Sacramento Location
916 893 6492
1029 H Street suite 305
Sacramento, CA 95817