Cancellation Policy and Trade Terms

Thank you for choosing Live Well Massage. Maddi strives to provide excellent service and individualised care.

First Appointment

Arrive 10 minutes prior to your scheduled appointment time to complete a mandatory client information and health history form (if you have not done this online already). Ongoing appointments, please arrive on time.

Early Arrivals

Relax in the designated waiting area until your booking time. If Maddi can accommodate an early start, your appointment length will still be the same.

Late Arrival

Please text Maddi 0211524751 ASAP. Maddi may be with a client, so please do not expect a reply.
Appointments start and end on the arranged booked time, not arrival time, and full charge applies. Please consider traffic when booking your appointment, to ensure you do not miss out on your time. In some cases, when our schedule allows, I may be able to accommodate a partial or full appointment. This will be my discretion and in consideration of my schedule.

Cancellation Policy

Please provide at least 24 hours notice of cancellation or to reschedule your booking.
If 12 – 24 hours notice is provided, 50% fee may be charged. In case of gift vouchers, the voucher reduces by half.
Less than 12 hours notice, and NO SHOWS may result in 100% full fee charge, payment within 7 days of appointment via bank deposit. Gift vouchers will be void.

Note: If you are a no-show or cancel on the day, someone else may have wanted that appointment time, and missed out. I need to ensure my time is covered appropriately for your decision to forgo your appointment or need to cancel, so please be aware of Live Well’s cancellation policy.

Payment and Pricing

The price of the service will be agreed upon prior to the massage. Payment is to be made to Maddi within 48 hours of the massage.

Late payments (longer than 7 days), are subject to a $10 late fee for every week after 7 days.

Sickness

To protect the Massage Therapist and exacerbation of your own flu symptoms, please advise Maddi of any contagious airborne illnesses you are experiencing. It is important we reschedule your appointment.

Covid-19 Prevention Note:

Please get in contact with Maddi to discuss options if leading up to your appointment if you have been:

  • Unwell with COVID 19 related symptoms

  • In contact with others who have COVID-19 symptoms

  • In contact with someone who is waiting for COVID-19 swab test results

  • In contact with an individual who didn't isolate after coming to NZ from overseas 

Covid 19 symptoms include: coughing, high temperature, shortness of breath, sore throat, sneezing, loss of smell

Covid-19 Contact Tracing 

  • If you have an appointment with Maddi, you are consenting her to pass your personal details to the MOH for contact tracing (if requested to). 

  • On the front door of the Mount Eden Clinic, there is a QR code poster that can be scanned on your way in for those using the Covid Tracker App.

Covid-19 Hygiene Prevention

Maddi has strict hygiene procedures before and after each appointment including:

  • Thorough hand washing + use of sanitiser before and after each appointment

  • All hard surfaces: treatment tables, desks, tables are cleaned after your consultation.

  • Linen is always changed after each client and washed. 

Pregnancy

Please advise Maddi of any potential pregnancy for the safety of you and your baby.

Massage Therapist Scope of Practice

  • Massage Therapy is a profession in which the practitioner applies the use of soft tissue manipulation; relaxation soft tissue techniques; therapeutic soft tissue techniques; movement of joints, remedial exercises and self care programmes. These are all with the intention to positively affect each client’s health and wellbeing.

  • Maddi does not diagnose or treat.

Massage Therapy Client and Professional Boundaries

  • These will be outlined on an electronic document each client is required to sign prior to his or her first massage appointment.

  • Information and records will be kept confidential and securely stored for use only by the Massage Therapist (unless personal details are requested by MOH for contact tracing with Covid-19)

  • Privacy will be assured at all times and each client has right to undress only to their comfort level and according to the requirements of the treatment as stated by the Therapist.

  • Draping will be used by the Therapist as required to expose only those parts of the body that require treatment and/or as you choose to ensure my comfort during treatment.

  • During treatment, the Therapist will endeavour to work within a pressure scale to ensure comfort and satisfaction levels.

  • Each client has the right to decline the use of massage oil or massage wax – and will always be asked for consent prior to this.

  • This service is NOT a sexual service. We are highly trained, qualified, experienced and professional massage therapists. Any sexual behaviour from a client, or potential client, will be referred to the New Zealand Police.

Live Well Massage cancellation policy is part of the terms of trade under which we operate and you agree to when you make a booking. Like a Doctor and patient, ethical and professional boundaries apply for massage therapists and clients, along with business terms & conditions.

Thank you.