Policy
CLIENT POLICY – MASSAGES/WELLNESS SERVICES.
1. Client Intake Form & Waiver
All clients must complete the Client Intake Form and Waiver before their appointment.
Failure to do so will result in your appointment not proceeding, and any deposit paid will be forfeited.
2. Accurate Health Information
You must answer all health questions honestly and to the best of your ability.
At each subsequent appointment, your therapist will ask for an update on your health and well-being to ensure it is safe to proceed with treatment.
3. Arrival & Lateness Policy
Please arrive on time for your appointment.
If you are late, the session time will not be extended, and the lost time is forfeited.
Due to limited time between clients for cleaning and setup, excuses for lateness cannot be accommodated.
If you are 20 minutes late or more, you will be marked as a no-show and you will lose your deposit.
4. No Waiting Room
There is no waiting room at the studio.
If you arrive early, your therapist may still be with another client.
You are welcome to send a text upon arrival, and if your therapist is available, your treatment may begin early.
5. Refund Policy
No refunds will be given for any treatment, unless approved by your therapist.
6. External Noise
The therapist is not responsible for noise outside the treatment room, including dogs barking, cars passing, trains, people talking, lawn mowers, or boats.
Your therapist is responsible for maintaining a calm environment inside the treatment room only.
7. Therapist Right to Refuse or Terminate Treatment
Your therapist reserves the right to terminate or refuse treatment at any time if they feel uncomfortable, unsafe, unwell, or if they believe you are unfit for treatment. There is zero tolerance for any sexual harassment and/or behaviour.
8. Cancellation Policy
You are required to give 24 hours’ notice if you need to cancel an appointment.
Failure to do so may result in losing your deposit.
9. Gift Cards
All gift card sales are non-refundable. It is the therapists discretion for transfer between clients.
10. Payment Policy
Payment for your treatment must be completed prior to your service commencing. No IOU's will be honoured.
11. Privacy & Confidentiality
All personal, health, and medical information you provide is strictly confidential and used only to ensure your safety and quality of care.
12. Treatment Outcomes
Results vary from person to person.
13. Contraindications & Hygiene
Certain health conditions may require clearance from your GP before treatment can proceed.
Your therapist will advise you if medical clearance is required.
Clients are expected to maintain general personal hygiene when attending appointments.
Your therapist may decline or discontinue treatment if hygiene concerns make treatment unsafe or uncomfortable.
14. Minimum Age Policy
Your therapist holds a current Working With Children Check.
All clients under 18 years of age must be accompanied in the treatment room by a parent or legal guardian.
15. Illness Policy
If you are experiencing fever, flu-like symptoms, vomiting, diarrhoea, contagious illness, or anything that may place the therapist or other clients at risk, you must reschedule your appointment.
Your therapist may refuse treatment if you arrive unwell.
16. Packages
Packages must be used within the stated timeframe unless otherwise approved by your therapist.
Unused sessions are non-refundable.
17. Rights to photos
If you provide consent for before-and-after photos to be taken, you agree that Firmin Fitness & Wellness owns the rights to these images and may use them for marketing, educational, and social media purposes. Your photos will never be shared without your consent.
19. Agreement to Terms
By booking an appointment with Firmin Fitness and Wellness, you acknowledge and agree to all of the above policies.
These guidelines ensure a safe, professional, and respectful environment for both clients and therapist.
Updated February 2026.