Clinic Etiquette + FAQs

Written by Stephanie Florin

Is this the first visit to our clinic?

Here are some things you need to know so we can provide you with the best experience possible: 

Tips to Help Us, Help You
 
When you schedule your appointment, please make sure you write down your appointment.

It should go without saying, (but we have to anyway).  When you make your appointments, you are responsible for noting it in your calendar. If you are rescheduling, chances are we have written your appointment down for you on a business card.

If you ever need to check your appointments, we strongly encourage you to create an account on our website: www.vlmassage.com and use the exact Name, Email & Mobile number you have provided us.  This will sync your data and you will have full access to all your appointment dates, including scheduling online and canceling appointments.  Note:  If there is a deviation in your name, email or mobile number, these accounts will not sync.  Feel free to call (260) 436-8807 if this happens and a friendly staff member can merge the two together.

Download, complete, and return your client intake/health history forms at least 24 hours prior to your appointment.

With your appointment scheduled, you should be receiving an email with our location and your appointment information.  Attached should be the paperwork that you need to fill out and return to us. 

 

CLICK the link in the confirmation text, do not reply to it.

Very often we will get responses like: Confirm (C), Yes (Y), or the enthusiastic "I'll be there!" while we appreciate the communication, it still means we need to confirm your appointment manually.  If you click on the confirmation link and follow the prompts it marks you automatically as coming to your appointment.


 
Clinic Etiquette 101

Plan to arrive early, don't arrive at or later than your scheduled time.

If you are running behind, let us know.  We understand that construction, traffic, and otherwise late arrivals happen.  This interferes with the duration of your appointment.  Take care that you allow plenty of time so as not to feel rushed to your much-needed appointment with us.  Plan ahead.
New Clients should arrive 10 to 15 minutes early to fill out any necessary paperwork.
Existing Clients should arrive 5 to 10 minutes early so they can start their session at the scheduled time.

 

If you cannot make it to your appointment for any reason:
  1. Send someone in your stead.  Have a backup person if you are questioning whether or not you can make it to an appointment.

  2. Reschedule/Cancel Your Appointment:  To cancel, you MUST CALL (260) 436-8807 and leave a message a minimum of 24-48 hrs in advance to avoid a late cancellation/rescheduling fee. Single appointment services require at least 24 hours notice. Multiple same-day services require at least 48 hours in advance notice, this includes single services for 2 or more people. PLEASE NOTE:  It is not acceptable to send us a text or email.  While texts and emails are convenient to send, it is best for us to have a centralized place to look for this information so you don't incur unnecessary charges.

    Fees for Reschedules & Cancellations, Based on Time of Advance Notice

    Single/Individual appointment services:  require at least 24 hours notice.
    Multiple same-day services:  require at least 48 hours in advance notice -- this includes single services for 2 or more people.

     

    Reschedule

    Cancellation

    MORE THAN the MINIMUM 24-48 hour advance notice

    No Fee
    No Fee

    LESS THAN the MINIMUM 24-48 hour advance notice, but PRIOR to the appointment

    $25 Rescheduling Fee
    100% Full-Price Cancellation Fee

    AT or AFTER Appointment Time

    (this is considered a No Call/No Show)

    100% Full-Price Service Fee
    100% Full-Price Service Fee
  3. No Call/No Shows:  If we have not gotten a PHONE CALL notifying us of your intention not to come to your appointment, you are responsible for paying 100% of the appointment value.  PLEASE NOTE:  It is not acceptable to send us a text or email.  While texts and emails are convenient to send, it is best for us to have a centralized place to look for this information so you don't incur unnecessary charges.

FAQs
 
I'm sick TWO (2) days before my appointment, but I want to try to make it. What are my options?

If you are sick within 48 hours of your appointment it is still your responsibility to notify us.  Very often, it takes people a few extra days to recuperate. 

  1. If you have a fever < 48 hours of your appointment, it is your responsibility to either reschedule or cancel.

  2. If you do NOT have a fever, we recommend that you first see if you can find a backup to attend your appointment in the event you are unable to.  If you are unable to secure one, we recommend rescheduling or cancelling your appointment.

Gratuity:  How much should I give?

This is a question we get a lot at checkout.  Of course, gratuity is optional.  However, the average person receiving services statistically tips around 20% of their service value.

Back to Top