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 Cancellation & No Show Policy 

Reserving Appointments

When you book an appointment, that time is set aside especially for you, and late cancellation and/or missed prevent us from accommodating other clients.  Please understand that therapists only get paid when they deliver a service.  Cancellations with less than 24 hours notice are subject to fees that could result in the total cost of your booked service(s).  Below are some helpful tips on how to avoid these fees.

Appointment Reminders

Reminders are a courtesy service.  If you opt ​out ​of receiving reminders by text or email, this doesn't waive the client's obligation to remember to come to their appointments and applicable fees may apply.  Our booking systems will send several automated reminders through email and/or text in plenty of time for you to call and cancel or reschedule.   

I've emailed you my cancellation, why do I also have to call?

Like many small businesses, finding reliable Reception staff has become a challenge.  There are days when we do not have a Receptionist on duty to monitor emails.  If you email us, the auto response message will provide links for commonly asked questions.  We do appreciate your patience and will do our best to attend to your requests

as quickly as possible. 

Why do I need to provide 24 hour notice?

The services you book with us, involve planning and preparation.  When we don't receive 24 hour notice by phone, here are a few examples of what we need to do:   

  • Remove your booking to open this time for other guests

  • Contact customers on our waitlists to fill the gap

  • Contact our support staff and the Therapist before their commute to work

  • Compress or move appointments around to accommodate other clients wanting to book in

  • Create marketing announcements for last minute appointment openings on Social Media and other advertising platforms

  • Update hours of operation in Google


What happens if I don't provide 24 hour notice?

Our policy is in place to help you avoid fees.  When we don't receive 24 hour notice, this leaves a gap in the therapist schedule that could have been enjoyed by another guest. Please understand that therapists only get paid when they deliver a service.

How can I pay for my missed Spa appointment?

We accept Visa or Mastercard and will not keep your credit card information on file. 

Optionally, send us an e-transfer payment to:


We thank you for respecting our cancellation policy.

Our Cancellation Policy for missed Spa appointments are on an honor system as the Spa Timely booking system doesn't have the option to keep payment information on file. 


Any first time RMT clients, are required to provide a Credit Card to reserve their appointment in the JANEAPP booking system.  All payment information is kept secure and confidential.  Missed RMT massage appointments are subject to cancellation fees and are not eligible for insurance compensation.  

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