Policies & Procedures
It is our intention to provide our guests with a professional service and therapeutic session. The following policies and procedures serve as a guide for all clients. Please read our policies and procedures carefully to ensure your experience at Maple is as enjoyable as possible.
Late arrival policy
We always do our best to ensure a full treatment time for every customer upon the appointment. However, if you arrive late, your treatment may be shortened to the remaining time, and we retain the right to charge a full treatment fee. Please call us if you are running late.
We respect that your time is valuable, and we appreciate your understanding that other customers are the same. Our appointments usually run back-to-back, and we strictly keep requested appointments starting on time.
We recommend you plan on arriving 5 minutes before your appointment time. It allows you to have a relaxed, unhurried experience and make the most of your treatment. If you arrive late, your appointment time may be shortened to keep the others on schedule, and a full session payment may be charged.
In a respect to our wait-listed and our Therapist’s time, we require a minimum of hours’ notice to change or cancel an appointment. If you need to cancel or move your appointment with less than 24 hours’ notice is given, we will request a THERAPIST’S FEE.
Therapist’s fee amount:
30 minutes treatment – $15
45 minutes treatment – $25
60 minutes treatment – $35
90 minutes treatment – $50
120 minutes treatment – $65
This fee will be asked for at the time of moving or cancelling the appointment.
If you need to cancel your appointment, or move your appointment to a later time, with less than 2 hours’ (office hours) notice of the original appointment time, we will request full payment of the treatment cost for the original booking as well as the moved booking.
If you do not show up for your scheduled appointment, and you have not notified us at least 24 hours in advance, you will be charged the full cost of the treatment as booked.
Requests for sexual activities will not be tolerated, will be viewed as solicitation, and reported to relevant authorities. As a result, your treatment will end immediately and you will not be rescheduled.
At Maple Massage, we take your feedback and complaints seriously and use them as an opportunity to improve our service to you. Please let us know if you are not happy for any reason. We can only address issues if we know that they exist.
You can advise us of any issues in a number of ways:
Via email: [email protected]
By phone: 0401707866
All feedback and/or complaints will be acknowledged within one week of receipt via the communication channel of your choice. We endeavour to resolve your issues as soon as we possibly can.
If you are unhappy with our response, you can forward your issue to our professional association:
Massage and Myotherapy Australia (AAMT)
Address: Level 8, 53 Queen St, Melbourne VIC 3000
Phone: 1300 138 872
Email: [email protected]
Please contact us for more information or book your next appointment today!