Studio Etiquette, Booking, & Cancellation Policies
We're so glad you're here.
Before we welcome you in for your first visit, there are just a few things to review together. Please take a moment to read through and confirm the policies below — and if anything raises a question, we'd love to hear from you.
Give us a call at 804-445-5417.
We can't wait to help you help you feel better in your body!
Booking Policies
We require a valid credit card on file at the time of booking to secure your appointment.
We keep a credit card on file for your convenience at checkout and for any missed appointment fees or any cancellation/rescheduling fees that may apply.
Appointments may be reserved as far as 3 months in advance. We recommend booking your next session in person at the time of your appointment. Priority scheduling is given to our Self Care Club members.
Our booking software sends automated text message reminders via SMS and email reminders. By booking an appointment with us you consent to receiving communication from us in this way.
Cancellation Policies
We have a 24-hour cancellation policy that applies to both members and non-members, respectfully.
Should you need to cancel/reschedule your appointment, please notify us no less than 24 hours before your scheduled appointment to avoid any applicable fees.
We have reserved time and space on our schedule especially for you and require 24-hour notice of any appointment cancellation/rescheduling.
If less than 24-hours notice is given, we reserve the right to charge the card on file 50% of the scheduled service.
If for any reason we need to reschedule or cancel an appointment, we will provide as much notice as possible.
In cases of no call/no show, we reserve the right to charge the card on file for the full service cost plus an additional 20% gratuity for your therapist’s lost time.
If you have an active membership with us AND have valid credit on file: you may choose to apply your membership credit towards any applicable cancellation/rescheduling fees by forgoing the banked credit (50%) on your account when an appointment is canceled/rescheduled within the 24-hour time period. If you have booked a service that is not fully covered by the membership credit, we will use the card on file to collect the difference for the respective appointment. In cases of no call/no show when a credit is being applied, the card on file will also be charged 20% gratuity for the practitioner’s lost time.
Lost Time & Late Arrivals
If you are running late for your appointment, please notify us as soon as possible by phone: 804-445-5417 (text or call). We understand that unavoidable things come up, and will always do our best to make accommodations whenever we can!
If you arrive late for your appointment you will still be charged in full for the scheduled session time, but may receive an abbreviated session, at your therapist’s discretion with respect to the status of our schedule that day.
We recommend arriving 10–15 minutes before the time of your appointment when it is your first time, and 5–10 minutes early after your initial session.
Illness
Massage/bodywork is never appropriate care for infectious or contagious illness.
Please notify us right away if you are unwell and we will be happy to help you reschedule for another time when you are feeling better. If the notice to reschedule falls within the 24-hour period, then a 50% service charge will apply (vs the standard 100% fee for other circumstances).
We give grace for circumstances around medical or family emergencies and are happy to work with you on a case by case basis if a need arises.
In the event that your provider is ill, we will notify you as soon as possible, and will reschedule your appointment with another provider for the same time and day, or give you the option to reschedule with your preferred provider for a later date.
Gratuity Is Appreciated
Service prices do not include gratuity.
Methods of payment accepted include: cash, credit card, or Venmo.
Please see the front desk: each of our practitioners has a unique QR code for easy, direct tipping via Venmo.
Health, Intake & Your Wellbeing
Your safety guides everything we do. Please complete your intake honestly and let us know about any medical conditions, injuries, allergies, medications, surgeries, or pregnancy before your session, and update us if anything changes.
Some services and enhancements require specific precautions or advance documentation. The Glow (prenatal massage) is available for clients 12 weeks and beyond; a note from your doctor or midwife is required prior to your session.
Massage and bodywork are provided for relaxation, stress reduction, and relief of muscular tension. They are not a substitute for medical care, diagnosis, or treatment. We do not diagnose illness or prescribe; please consult your physician for medical concerns.
If you have a condition that may be affected by massage, we may ask for clearance from your healthcare provider before your session for your safety.
We do not offer post-operative (surgical recovery) lymphatic drainage at this time. Please wait until you obtain doctor’s clearance before seeking bodywork; surgical incisions must be healed.
Comfort, Consent & Professional Conduct
Your comfort and dignity matter to us. You will be properly and respectfully draped at all times during your session; only the area being worked on is undraped.
You are always in control of your session. You may ask us to adjust pressure, technique, music, temperature, or to pause or stop at any time, for any reason, without question.
All services at Indigo are strictly therapeutic. Any request for, or suggestion of, inappropriate or sexual contact will result in immediate termination of the session, full charge for the service, and a permanent end to our care relationship. Such conduct may also be reported to the appropriate authorities.
We are committed to providing care with professionalism, integrity, and respect for every client, in keeping with the standards of the Virginia Board of Nursing and our licensure.
Our Commitment & Right to Refuse Service
We reserve the right to refuse or discontinue service, without refund, in cases of inappropriate behavior, intoxication, arrival under the influence of alcohol or drugs, signs of contagious illness, or any situation that compromises the safety or comfort of our team or guests.
We extend the same respect we ask of you. Our team will always treat you with warmth, professionalism, and care.
Minors
Clients under the age of 18 must have a parent or legal guardian provide written consent and remain on the premises for the duration of the session. Please contact us in advance to arrange care for a minor.
Self Care Club Membership
If you join our Self Care Club, the following membership terms apply.
Membership requires a 3-month minimum commitment, then continues month-to-month, until you provide written or verbal notice to end or pause your membership.
Your monthly membership fee is billed automatically to the card on file on the first day of each month.
Each month your membership includes a service credit applied toward the service of your choice in the amount of $119.
Credits roll over for up to three months from the date of purchase, after which they expire.
Credits are non-transferable, may not be shared, and may not be redeemed for cash or used as gratuity.
Credits may not be combined with other discounts or promotional offers.
To pause or cancel your membership, we require 30 days’ written notice prior to your next billing date.
Changes to Our Policies
From time to time our policies and terms of service may change. If/when that happens you will be notified in writing via email. By continuing to receive services with us you agree to any future changes that may be made to our booking policies. You may opt out of receiving services with us at any time for any reason.
Acknowledgment & Agreement
By booking an appointment with Indigo Therapeutic Massage & Healing Arts, I acknowledge that I have read, understood, and agree to the policies above. I confirm that the health information I have provided is accurate to the best of my knowledge, and I understand the cancellation, no-show, late-arrival, and illness policies and authorize the card on file to be charged accordingly.
A final, gentle note on etiquette.
Indigo is a quiet, restorative space, and a little care goes a long way in protecting it for everyone. We ask that you enter softly, knowing others may be mid-treatment, and keep phones silenced during your visit, stepping outside for any calls. Thank you for helping us hold this space — it's part of what makes Indigo feel like Indigo!
We look forward to seeing you soon!