Policies and Procedures

It is our intention to provide our guests with professional and therapeutic services; the following policies and procedures serve as a guide for first-time and repeating guests of Melbourne Muscle Medics.

We strongly believe that your time is valuable as is ours and we make every attempt to be ready for your appointment at the scheduled time. In our commitment to provide a unique and outstanding experience to all of our clients and out of consideration for our therapists’ time, we have adopted the following policies:

Arrival to Your Massage Treatment

Please arrive for your appointment at least 5 minutes prior to the scheduled starting time. This allows you the time to fill out the appropriate client form (new clients). All treatment sessions have a specific time schedule and early arrival allows for a relaxed and unhurried experience. If late arrival is inevitable, your service may be shortened in order to keep on schedule and the original treatment time may be charged.

New Clients
New clients may be required to pay a $30 deposit to secure their first booking.  If a new client cancels their appointment within the guidelines outlined below, they can keep the deposit on their account as credit towards a future booking, or request a refund.  Refunds will be processed within 7 days of notice of cancellation. 
If a new client cancels their appointment without adhering to our cancellation policy (as outlined below), their deposit will be forfeited.

Cancellation Policy

Please provide at least 48 hours notice if you need to reschedule or cancel a treatment. If a client fails to cancel within 48 hours multiple times (2 or more), they may be asked to pre-pay for future services.  You may also be charged a cancellation fee for a late cancellation.  This fee may  be up to 100% of the service booked if we are reasonably unable to fill the appointment time.

If you do need to cancel your appointment with late notice, it would be much appreciated if you can find someone to fill your appointment (friend or family member).  The Melbourne Muscle Medics team will also do their best to fill your appointment, within reason.  Filling your existing appointment will void the late cancellation fee.

Late Arrival Policy

All treatment sessions have a specific time schedule therefore we regret that late arrivals may not receive extension of scheduled appointments. In special cases, and when our schedule will allow, we may be able to accommodate a partial or full appointment. This will be at our discretion and only with proper, advanced notification of your late arrival.

No Show Policy

At Melbourne Muscle Medics, we understand that unanticipated events occur in everyone’s life. Unforeseen events such as car problems, business meetings and children’s illnesses, are just a few reasons why one might consider canceling a massage appointment. However, we ask that you call if you cannot keep your appointment. Clients who fail to show for appointments repeatedly may be asked to pre-pay for future services. It is important that our therapists are compensated for reserved time slots, and as such, you will be charged 100% of the treatment costs.

Outstanding Fees

We will not provide any further services to you while cancellation fees are outstanding.  Please note that private health insurers and other third party payers will not cover any cancellation fees which are incurred by you.

Informed Consent

Prior to each massage session, the treatment plan will be discussed with you. Your therapist will do their very best to give you the best treatment possible, however if there is anything that you are uncomfortable with, or don’t understand, you’re welcome to ask for further clarification or to skip certain parts of the treatment.

Scope of Practice

Melbourne Muscle Medics therapists are licensed professionals and held to the highest standards of various Australian Massage Associations.

Massage and Myotherapy are professions in which the practitioner applies manual techniques, with the intention of positively affecting the health and well-being of the client.

Our therapists do not diagnose or prescribe for medical conditions. Our therapists may refer you to a medical doctor for diagnosis or treatment. Our services are not intended as an alternative for proper medical attention for specific conditions. Please refer to a medical doctor for any specific condition which requires medical treatment.

Respect for Client Needs and Boundaries

Our Massage Therapists are happy to adjust pressure, temperature, musical volume, work longer on an area or move on if you request it.

The client may choose to: leave on as much clothing as needed for comfort, refuse any massage methods, stop massage at any time.

The client will always be modestly draped. Only the area being massaged will be undraped. The clients will be kept informed of the area to be massaged.

The breast and genital area will not be massaged under any circumstances. A professional distance will be maintained from these areas.

Sexual interaction or discussion of any kind between the client and the therapist is NEVER appropriate. Requests for sexual activity will not be tolerated, and may be reported to the proper authorities. Should this occur, the treatment will be immediately terminated and the client will be liable for full payment. The client will not be rebooked.

Confidentiality and Conversation

We treat all client visits and conditions as confidential. As such, we will not discuss your visit with anybody outside of our staff without your express permission.
You may or may not choose to talk during the massage. Conversation will be guided by the client’s direction. We are happy to listen to your conversation and share our professional expertise. We prefer to not discuss topics of a political, private or sexual nature.

Existing and New Medical Conditions

It is the responsibility of the client to keep the therapist informed of any medical treatment currently being taken, and to provide written permission from the physician, chiropractor, physical therapist, etc., that the treatment may be continued.
The client must also keep the therapist informed of any changes in health conditions.
For clients undergoing chemo and radiation therapies – Please note that we require a doctor’s note that states the doctor is aware of and agrees to the desired treatment.

If you have any questions on the above information, please contact us

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