Policies and Procedures

It is our intention to provide a superior professional and therapeutic experience. The following policies and procedures serve as a guide for our guests, members, and as a reminder to Zen and the City employees.

ARRIVAL AND CANCELLATION POLICY
ARRIVAL

Please arrive for your appointment at least 15 minutes prior to the scheduled starting time. This allows you the time to fill out or update the appropriate client forms, change and prepare for the service. All massages have a specific time schedule and early arrival allows for a relaxed and unhurried experience. 

 

LATE ARRIVAL

If late arrival is inevitable, your treatment(s) may be shortened as the end time will remain the same in order to keep on schedule. You will however be charged for the full session.

 

CANCELLATION POLICY

Our practitioners reserve your appointment time exclusively for you. Please provide at least 24 hours notice if you need to reschedule a treatment. This gives your practitioner enough time to fill the slot. Cancelled appointments are not subject to refund, clients will receive studio credit and/or reschedules only.

 

If a client exceeds  three failed attempts to reschedule within 24 hours , they can be denied service all together. We have a strict cancellation fee of 25 dollars for rescheduling after 24 hours before your appointment time.

No call, no show appointments will be charged IN FULL.

**Please see below for member and package cancellation.

OTHER POLICIES
 

INFORMED CONSENT 
Prior to each massage session, the treatment plan will be discussed with you. At your first visit with us you will receive a copy of the massage therapy policies and will be asked to sign the consent stating that you have read the information, understand it, and agree to comply with the professional massage therapy policies and procedures. 

 

SCOPE OF PRACTICE

  • Zen and the City therapists are licensed professionals and held to the highest standards of the Maryland Board of Chiropractic & Massage Therapy Examiners by way of the Department of Health and Mental Hygiene.

  • Massage Therapy is a profession in which the practitioner applies manual techniques, and may apply adjunctive therapies, with the intention of positively affecting the health and well-being of the client. 

  • Massage Therapists do not diagnose or prescribe for medical conditions nor are they allowed to provide treatment for a specific condition without a doctor's supervision. The massage therapist is required to refer you for diagnosis and to follow recommendations of your physician.

 

RESPECT FOR CLIENT NEEDS AND BOUNDARIES

  • Our Massage Therapists are happy to adjust pressure, 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 and is free to leave; the therapy door is never locked.

  • The client will always be modestly draped. 

  • Occasionally, an emotional response to massage occurs. If this happens, it is ok to express the feelings in our safe, nonjudgmental environment - or you may request privacy and end the session. 

 

PROFESSIONAL BOUNDARIES

  • Requests for sexual activity WILL NOT be tolerated, are viewed as solicitation, and will be reported to the proper authorities under the guidelines of the massage therapy policies and procedures. The client will not be rescheduled if this occurs.

  • Genital area will not be massaged under any circumstances. Permission will be asked before working close to these areas; otherwise, a professional distance will be maintained. 

  • Sexual interaction or discussion of any kind between the client and the massage therapist during a session is NEVER appropriate. On rare occasions an involuntary sensual response to massage is natural and will subside on its own in a few moments.

  • We do not massage anyone under the age of 18 without the parent being in the room as well.

 

CONFIDENTIALITY AND CONVERSATION

  • Any conversation or dialogue between the massage therapist and the client is confidential. The client may or may not choose to talk during the massage.

  • 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 massage therapist informed of any medical treatment currently being taken, and to provide written permission from the physician, chiropractor, physical therapist, etc., that the massage may be continued.

  • The client must also keep the massage 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.

MASSAGE PACKAGES, GIFT CERTIFICATES AND MEMBERSHIPS

  • All Packages  and certificates are non refundable and nontransferable. ( No Exceptions)

  • Sessions purchased in a package or membership are good for 1 year. After one year any remaining sessions will be nullified. 

  • Certificates are usually good for one year, however special rated certificates can be less. Please check your certificate.

  • IF A client no calls and no shows after making an appointment, that session is nullified and can not be used in the future.

  • Any cancellations or rescheduling should be done at least 24 hours in advance. if cancellation or rescheduling is done anytime after 24 hours, a $25 penalty is charged in order for you to make a new appointment.

 

 

If you have any questions on the above information, please direct them to the Director at 443-766-5830.

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