CLIENT CONDUCT POLICY

Effective Date: 01-01-2024

Last Updated: 01-01-2026

Remedy Massage Therapy, P.C. d/b/a Remedy Wellness (“Remedy Wellness,” “Remedy,” “we,” “us,” or “our”) is committed to maintaining a respectful, safe, and professional environment for clients, therapists, staff, and our community.

This Client Conduct Policy (“Policy”) applies to all interactions with Remedy, including in-studio visits, sessions, booking, payments, and communications with our therapists, staff, or representatives. This Policy supplements our Terms of Service and Privacy Policy.

Our Standard of Care and Respect

Remedy is a therapeutic massage practice, not a spa. Clients are expected to respect professional boundaries and follow studio policies that support safety, scheduling, and continuity of care. Clients agree to:

  • communicate respectfully with therapists, staff, and other clients;

  • refrain from disruptive or disrespectful behavior on the premises and in any correspondence with Remedy;

  • follow Remedy’s booking, payment, cancellation, late arrival, and no-show policies;

  • provide accurate booking, contact, payment, and health information;

  • follow therapist and staff instructions regarding safety, draping, positioning, and session boundaries;

  • remain in client-accessible areas unless invited by staff;

  • respect the privacy of other clients and staff;

  • raise concerns calmly and in good faith;

  • comply with Remedy’s professional boundaries and scope-of-practice rules; and

  • promptly report concerns about charges, appointments, therapists, policies, or treatment.

Respecting Our Studio

Our studio is reserved for clients receiving treatment and we are committed to ensuring a peaceful and respectful environment, so we kindly ask that clients arrange for childcare and pet care prior to their visit. Remedy reserves the right to decline, modify, or reschedule appointments to maintain our studio environment.

Prohibited Conduct

The following conduct is prohibited and may result in immediate termination of a session, refusal of future service, and other action as appropriate:

  • inappropriate, sexual, or suggestive comments, jokes, requests, advances or conduct toward any therapist or staff member,

  • threatening, aggressive, harassing, or abusive language or behavior;

  • entering staff-only areas without permission;

  • attempting to access or interfere with Remedy records, systems, or staff devices;

  • pressuring staff to disclose confidential business or client information;

  • recording therapists, staff, or other clients without permission;

  • arriving intoxicated or impaired;

  • refusing to follow reasonable instructions from therapists relating to your safety, hygiene, comfort, or treatment;

  • knowingly providing inaccurate intake or health information;

  • fraudulent charge disputes or deliberate misuse of booking policies;

  • repeatedly disputing valid charges or refusing to follow Remedy’s cancellation, no-show, booking, gift card, and payment policies; and

  • any conduct that Remedy determines is unsafe, disruptive, or inappropriate.

Any session terminated due to client conduct will still be charged in full and will not be eligible for a partial or full refund, transfer to a Gift Card balance, or rescheduling.

Payment and Checkout

Remedy may require a valid card on file and may charge authorized fees in accordance with its Terms of Service, Gift Card, and cancellation policies. If you believe a charge was made in error, please contact us promptly so we can review it.

To ensure a respectful checkout experience for our clients and staff, clients may not:

  • yell at, insult, threaten, or intimidate staff regarding payment policies;

  • go behind the front desk or attempt to view staff screens;

  • demand that staff alter, delete, or improperly disclose payment records;

  • demand confidential information about internal operations or other clients;

  • use chargebacks or payment disputes in place of contacting Remedy about a concern; or

  • repeatedly refuse to comply with Remedy’s payment or booking policies.

Improper or repeated chargebacks, payment reversals, or refusal to pay valid fees may result in suspension of future booking privileges.

Raising Concerns

Clients must raise concerns respectfully and in good faith. To do so, please contact us promptly with enough detail to help us address the issue. Note that Remedy cannot diagnose medical conditions or determine medical causation, and our communications do not constitute medical advice. Remedy may end or pause communications that include:

  • repeated hostile messages;

  • discriminatory or abusive language;

  • demands for confidential information;

  • pressure on staff to violate policy;

  • repeated refusal to accept a final decision; or

  • conduct that interferes with staff’s ability to serve other clients.

Nothing in this Policy discourages clients from raising legitimate concerns, disputing an incorrect charge, requesting reasonable assistance, or making good-faith complaints about Remedy’s services or privacy practices, and we will not retaliate for doing so. However, raising a concern does not excuse abusive, threatening, discriminatory, harassing, unsafe, or otherwise inappropriate conduct, which may result in limits on future communication or scheduling.

Intake Accuracy and Health Disclosure

Remedy may require clients to complete and update intake, consent, and health history forms, providing truthful, current, and complete information about any condition affecting whether massage is safe or appropriate. Failure to disclose relevant information may affect treatment decisions and result in refusal or discontinuation of service. To the fullest extent permitted by law, Remedy is not responsible for adverse effects resulting from inaccurate or incomplete information the client provides.

Consequences for Inappropriate Conduct

Depending on the nature and severity of the conduct, Remedy may take one or more of the following actions:

  • remind the client of the applicable policy;

  • ask the client to modify their behavior or communication;

  • pause or end communication or in-person interaction;

  • refuse to begin a session;

  • stop a session immediately;

  • charge the full session fee, to the extent permitted by applicable law, if a session is refused, ended, or terminated because of prohibited, unsafe, or materially inappropriate conduct;

  • require prepayment for future appointments;

  • require communication only through designated channels;

  • restrict online booking privileges;

  • cancel future appointments;

  • decline to provide services going forward;

  • contact law enforcement or emergency services where safety requires it; or

  • take any other action Remedy Wellness determines is necessary to protect clients, therapists, staff, or the business.

How We Address Inappropriate Conduct

Remedy may respond to inappropriate conduct as the circumstances warrant. We may:

  • end the interaction and ask the client to leave, or contact building personnel or emergency services;

  • document the incident, including those involved, relevant communications or records, and any action taken;

  • determine whether further action is needed, such as booking restrictions, communication limits, or other protective measures;

  • share the outcome to the client and decline to continue conversations that are abusive, threatening, harassing, or disrespectful;

  • decide whether the client may continue booking normally, book only with restrictions, or no longer receive services; and

  • take other reasonable steps to protect clients, therapists, staff, and business operations.

Changes to This Policy

Remedy may update this Client Conduct Policy from time to time to reflect changes in services, legal requirements, business practices, third-party platforms, or operational needs.

Updated versions will be posted on our website and will become effective as stated in the updated policy. Your continued use of our website, booking tools, communications, or services after an update constitutes acceptance of the revised policy.

Questions

If you have questions about this Client Conduct Policy, please contact Remedy Wellness using the contact information listed on our website or by phone at (917) 558-0228.