fbpx

FAQ (Massage)

L&I (Labor and Industry), PIP (Personal Injury Protection) United Healthcare, Kaiser, First Choice, Premera, Life Wise, Regence Blueshield, Regence Group Administrators*, EBMS, HMA

*Please note that for those who have Regence insurance, only Shannon and Lindsay are credentialed for in-network pricing. Regence clients may still schedule with other of our therapists if they would like, but pricing will be at the out-of-network rate.

Yes an appointment is required to receive a massage. There are many ways to schedule (click the link above, email, text or call).

Expect to get treated like family. We can help put you at ease by answering any questions that you have.

There is an intake form that needs to be filled out, you can either print out the form and bring it in or be prepared to fill out the form before the massage. We will ask questions as to where you are feeling pain and which areas you want the therapist to focus on.

Why do we have a cancellation policy?

Before we get to what our appointment cancellation policy is, we thought we’d take a minute beforehand to explain why a cancellation policy is needed in the first place.
In Washington state, massage therapists are classified as piece-meal workers. Rather than a typical hourly-rate worker who is paid per the amount of time that they’re on-the-clock at work, piece-meal workers are paid per session that they perform. What this means is that if a therapist has an opening in their schedule, they don’t get paid for that time despite being at work. For this reason, we have an appointment cancellation policy in place to ensure that therapists receive at least partial income for the lost work time that results if a client cancels on too short of notice to have that spot refilled.
Also, please note that cancellation fees are not able to be covered by insurance or by any medically designated funds, such as HSA or FSA accounts, as those options can only be utilized for services performed. Cancellation fees are therefore an out-of-pocket responsibility for clients.

Rather than basing our cancellation rate on contracted insurance rates or copay amounts, which have wide variation among different insurance companies and insurance plans, we base our cancellation fee on our cash rates to ensure consistency across the board for our clients. Our current policy is that for cancellations within 24 hours of the start time of an appointment, we charge 50% of our cash rate for the scheduled service, depending on if it’s a 30, 60 or 90 minute massage. The most commonly scheduled appointment time is 60 minutes, and with our cash rate for an hour of massage being $85, the cancellation fee would therefore be $42.50. This is likely higher than the majority of clients’ copays but it’s also lower than any insurance payout that we would normally receive for the session; a middle-ground amount such as this needs to be charged in order to ensure that both your therapist and the business receive partial income for the lost time.
We do not charge different rates for different modalities (ex: prenatal massage, lymphatic drainage, reflexology, etc), and therefore the amount of our cancellation fee is never determined by a client’s intended focus. There is simply a flat rate of 50% for the scheduled service.


If you’ve added an enhancement, such as aromatherapy or hot stone, to a service which you must cancel within 24 hours of the start time, that add-on will be waived and you will only be charged per above for the base amount of time scheduled. Also, if you’ve added an enhancement to a future appointment but the day of your session decide not to include that add-on when you arrive for your massage, there is no cancellation charge for dropping the enhancement from your service.
If an appointment needs to be cancelled more than 24 hours in advance, it can be done by either contacting our spa or through our website. For appointments that need to be cancelled with less than 24 hours notice, a client must contact our spa directly, as our website does not allow for such short notice cancellations.

Partial Cancellations (i.e. Arriving Late or Ending an Appointment Early)
Our rule-of-thumb policy for appointments which start late is as follows:

  • If an appointment begins late due to a client arriving late, the appointment will still need to end on time as scheduled in order to prevent a cascading effect of the therapist becoming behind schedule for the rest of their shift.
  • If an appointment begins late due to a therapist being behind schedule, that therapist is expected to give the full session time to each of their clients.


For our clients who do use insurance, the situation becomes more complicated for incomplete sessions due to the conditions of our insurance contracts.
On the back end of dealing with insurance, sessions are required to be billed in 15 minute increments. What this means is that when a client comes in for a one hour massage, we do not bill it to insurance as one unit of 1 hour, we bill it as four units of 15 minutes. While our spa’s policy for an hour of massage is 60 minutes of hands-on time, insurance companies require a minimum of half a unit (7.5 minutes) of hands-on time in order to bill for one 15 minute unit. If a client receives less than 7.5 minutes of hands-on time for that unit, we cannot legally bill for the unit.
When we are not able to bill one or more units to a client’s insurance, this reduces the income from already low insurance payout rates. Because clients running behind schedule or needing to end a session early is far more common than clients cancelling altogether with less than 24 hours notice, our spa and our therapists are not able to absorb the small but cumulative financial losses that waiving these lost times would result in. For this reason, we must implement a cancellation fee of $11 per 15 minute unit that is not able to be billed to insurance (roughly our $42.50 cancellation fee divided by four).
When it comes to late arrivals or requesting to end a session early, lost time is not able to be averaged out over numerous billable units. For example, if a client is 15 minutes late for their appointment, we cannot apply 7.5 minutes of lost time to the first unit and 7.5 minutes to the second unit, therefore achieving the minimum of half time for each unit; all late time must be applied to one unit at a time.
In order to partially mitigate lost time for appointments, our spa has the following policy for therapists:

  • If a client is 7.5 minutes late or less, the session is to end on time as scheduled since the minimum requirement of hands-on time will be met.
  • If a client is between 7.5-12.5 minutes late, the therapist will make-up up to five minutes in order to achieve the minimum time necessary to bill for the current unit. For example, if a client’s appointment was set to begin at 1pm and end at 2pm, but the client arrives at 1:10pm, the therapist will end the session at 2:03pm so that we can bill for all four units.
  • If a client is more than 12.5 minutes late, a therapist will not be able to make up any lost time due to the risk of that putting them behind schedule for their next client. In this case, a cancellation fee for one unit (15 minutes) will be added upon the client checking-out.

Yes, we take Visa, American Express, Master Card, Discover. We also accept cash and check.

Tips aren’t required but are appreciated.

The pressure varies depending on the therapist. If the pressure is too light or deep during the massage let the therapist know.

You don’t have to be completely undressed. Before the therapist leaves the room they will say undress to your comfort level. If they are not working the legs, you can leave your pants on, but again, whatever you feel comfortable with.

No, the therapist will leave the room before you undress.

Yes, the therapist will only uncover what they working on. So, if they are working on the back then they only uncover the back. If they are massaging a leg, only one will be uncovered.

Whatever you need. A full body massage is always nice but if you have a specific area that needs to be worked than that is all the therapist will work.

There are numerous types of massage and bodywork; various techniques utilize different strokes, including basic rubbing strokes, rocking movement, posture and movement re-education, application of pressure to specific points, and more. We can discuss which methods may be most appropriate for you.

Relax however your relaxing looks like. You can talk, be silent or sleep.

Most people feel very relaxed. Some experience freedom from long-term aches and pains developed from tension or repetitive activity. After an initial period of feeling slowed down, people often experience increased energy, heightened awareness, and greater productivity which can last for days. Since toxins are released from your soft tissues during a massage, it is recommended you drink plenty of water following your massage.

Massage and bodywork can help release chronic muscular tension and pain, improve circulation, increase joint flexibility, reduce mental and physical fatigue and stress, promote faster healing of injured muscular tissue, improve posture, and reduce blood pressure. Massage and bodywork is also known to promote better sleep, improve concentration, reduce anxiety and create an overall sense of well-being.

How frequently should you schedule a massage?

If you are rehabilitating an injury, frequency of treatment should be done in consultation with your primary care physician and massage therapist.

If you are seeking relaxation and a bit of self-care, one massage per month is generally considered to be a reasonable amount. However, we have many clients who schedule relaxation massages as frequently as every week! It’s up to you!

%d bloggers like this: