Policies

For both therapist and client protection, the following policies apply to all who use Denver Massage Garage services:

Arrival

• Please arrive 10 minutes before your appointment time. This allows you to use the restroom and to ensure full treatment time is received. Late arrivals do not guarantee full treatment time.

• If arrival is 10+ minutes before the session start time, please come in if the door is propped open! If the office door is closed, I am occuped with another client and will be wrapping up shortly.

• If client arrives 10+ late to the appointment, client is still responsible for paying for the time that was booked, not received. For example, if a client books a 2 hour massage but arrives 1 hour late, client is guaranteed to receive 60 minutes but owes for 120.

• In the rare event the massage therapist is late while the client is on time, the client is guaranteed full time. If the client cannot stay late, therapist will either credit client for additional time for next session or discount the reduced session.

• Clients understand in order to receive the best treatment possible, upfront and honest communication is imperative. The client assumes responsibility to communicate anything and everything regarding their needs, boundaries, accomodations, preferences, or feedback at any time around the massage. Massage therapists are not mind readers, but we do listen and oblige. Clients also assume responsibility in notifying the massage therapist if comfort has changed or they need something tweaked so adjustments can be made. The massage therapist wants HONEST feedback - positive or negative - and will not take offense to it.

Booking

• All reservations require a valid credit card on file. This card on file can belong to another person (such as a spouse or parent), however client assumes responsibility for charges in regards to sessions received, sessions missed, etc. Clients can keep multiple cards on file if desired. New clients can choose to prepay for the first session or place a 50% deposit. Cancellations within 48 hours forfeit the deposit.

• All new clients must complete Denver Massage Garage’s medical intake form prior to treatment. Existing clients who haven’t received treatment in 12+ months must also book online and complete an updated intake form.

Cancellation

Please take a moment to thoroughly review this cancellation policy. Denver Massage Garage is fully empathetic to life's unexpected circumstances. Denver Massage Garage provides ample appointment reminders so clients can better plan and reschedule with respect to the policy detailed below. Ideally no cancellation charges will be done, but this policy is in place to protect the livelihood of the massage therapist. Please understand, since with the financial challenges of the Covid-19 pandemic, massage therapists (and other service professionals) can no longer shoulder the burden of lost wages and still offer services at competitive rates. This cancellation policy will be upheld regardless of the reason for the missed appointment. The cancellation charge stands if the proper notice is not honored. By booking with Denver Massage Garage, all clients agree to this policy and have signed off on it on the intake form. Deepest apologies for the strict nature around cancellations. Thank you for your continued understanding and support.

• In addition to requiring 50% deposits for new clients, Denver Massage Garage is now instilling a 48-hour cancellation/reschedule policy for all appointments. If appointments are missed without notice, a full session charge will be applied to the card on file.

• Clients can cancel or reschedule appointments any time before the final 48 hours to your appointment start time. See any of the Booking Emails, scroll to the bottom and look for the green boxes labeled "CANCEL APPOINTMENT" or "RESCHEDULE APPOINTMENT." Clients will be redirected to an online schedule and may select any dates or times that best fit their availability. For appointments outside of the online schedule, please don't hesitate to request alternate days and times. Denver Massage Garage is happy to make exceptions case by case and accommodate you to the best of our ability!

• For new clients, who have paid a deposit or prepaid in full, cancellations before the 48 hour policy will not forfeit these deposits or prepayments and can be applied towards a reschedule. Please request a refund if desired. Refund receipt will be sent via text, email, or instagram messenger and funds should be available in 7-10 days.

• Clients will receive 4 emails pertaining to their appointments: one at booking and 3 reminder emails: one at 72 hours before, 48 hours before, and 24 hours before. Clients will also receive a reminder text message 48 hours before the scheduled appointment time. Please inform if contact information has changed.

• Any cancellations or reschedules within 48 hours of the appointment start time will result in full payment for the service booked charged to the card on file.

• If clients cannot make their appointment, the service cannot be transferred to a non-established client of Denver Massage Garage. Sessions CAN be exchanged between established clients of Denver Massage Garage. The former will not be charged cancellation fees if another client takes the cancellation slot.

• In the event a client falls ill and the 48-hour policy cannot be honored, contact your massage therapist IMMEDIATELY. Exceptions made by the therapist have been abused REPEATEDLY in the past, so while Denver Massage Therapist tries to be deeply empathetic and graceful with the challenges of illness, exceptions cannot be guaranteed. Each situation is at the full discretion of Denver Massage Garage.

• 3+ no shows, reschedulings, or late cancellations in a 6 month period will result in disinvitation from Denver Massage Garage's services.

Deposit

• All bookings require a credit card to hold, new clients must pay a 50% deposit for their first session. This deposit mau be refunded if 2 criteria are met: 1.) The scheduled session is canceled before the 48 hour cancellation policy and 2.) The refund is requested. This deposit will not be refunded if a session is late canceled or the client fails to show up. In the event a massage session is rescheduled with respect to the cancellation policy, the deposit will transfer with the new session time. Clients must inform Denver Massage Garage if the credit card on their client file must be changed.

Discrimination

While Denver Massage Garage reserves the right to approve or deny any appointment requests for any reason, Denver Massage Garage absolutely does not discriminate based on race, national origin, gender, religion, sexual orientation, political affiliation, physical appearance,  familial status, or any other fact about you that categorizes people. If you approach Denver Massage Garage with kindness, you will be rewarded with kindness in return.

Medical Disclosure

The client agrees to accurately and honestly fill out the medical intake form to the best of their current knowledge, and disclose any preexisting or current medical conditions (including surgeries, medications, or injuries). The therapist reserves the right to refuse service if a medical condition lands outside of therapist's scope of practice. This is to prevent harm. If a condition worsens or changes, please let your therapist know a minimum 24 hours before your session. Some conditions are contraindicated for massage so please notify the therapist as early as possible. Clients over age 18 acknowledge that they must fill out their own intake forms prior to massage treatment and for clients under 18, only a parent or guardian can fill it out on their behalf.

No Show

No show appointments will incur a fee for the full-priced session regardless of the reason. Please see Cancellation Policy for details.

Payment

As always, tips are deeply appreciated but never expected. Payment is acceptable through: 

• Cash

• Venmo

• Apple Pay

• Ca$h app

• Paypal

• Zelle

• Credit Cards

• HSA / FSA account cards

All receipts are stored digitally for a maximum of 24 months before permanent deletion. Please request receipts prior to the 24-month expiration.

Privacy

• Denver Massage Garage fully complies with HIPAA. Client information will not be shared unless they (or a medical service provider of theirs) provide a written, signed and dated request form.

• Denver Massage Garage will NOT sell, distribute, or misuse my information for any purpose except at client request regarding goods or services.

Professional Boundaries

• Sexual Harassment, suggestive topics or requests for sexual activity will absolutely not be tolerated at Denver Massage Garage.

• Your therapist reserves the right to end a session at any time and is encouraged to report suspicious activity to local authorities.

• Private areas on the body will not be massaged. Do not make special requests as they will be denied and you will be banned from this business.

• Clients reserve the right to end their session and leave the building at any time. You are not required to stay and the massage therapist will not detain you.

• No inappropriate comments or suggestions will be tolerated. Clients understand that if this boundary is crossed, the therapist reserves the right to cease the session, ban from future patronage of this business, and law enforcement will be involved.

Respect for Client Needs + Boundaries

Your therapist is happy to adjust pressure, temperature, music type and volume, or focus on an area on the body if requested. The client has the right to refuse any massage methods, modalities, or to stop the massage at any time. The client is free to leave at any time and will not be detained for any reason.

Right of Refusal

Just like clients can choose who to see for bodywork, your massage therapist reserves the right to treat or not treat whom they please. Denver Massage Garage accepts clients of all backgrounds, but sometimes client needs exceed therapist scope of practice. Or personalities clash. Your massage therapist may refuse service for any reason. Please see our Discrimination clause for details. In the event the massage therapist refuses service, the therapist does not expect compensation. Any deposits/ prepayments are refunded in 7-10 days and proof of refund will be provided. Additionally, Denver Massage Garage is not equipped to offer oncology massage or massage treatment to those receiving radiation therapy. Sincerest apologies.

Scope of Practice

Kelly is a highly seasoned specialized Licensed Massage Therapist (LMT) in the state of Colorado, USA. Massage therapists may not diagnose medical conditions or prescribe medications, but may make massage-related recommendations or suggestions on treatment plans. Any relevant documentation pertaining to educations and qualifications are always available for clients to verify on the lobby walls or online through the Colorado Department of Regulatory Agency website. LIC#MT.0016298