Hand in Health Business Policies

We know unexpected situations come up. To stay fair to all patients and staff, the policies below apply to every appointment. Veterans receiving care through VA Community Care, please see the VA Community Care section.

How to Cancel or Reschedule

Call or text us at 315-937-2300, or use the Hand in Health app or online booking. A text, voicemail or online change counts as notice from the time we receive it.

Cancellation Policy

You must cancel at least 24 hours before your appointment. This allows us to offer the time to another patient. When you book, you reserve your provider’s time and you are responsible for it.

If you cancel with less than 24 hours’ notice, you will be charged the full cost of the session. This charge may be taken from:

• Your available prepaid credits or gift cards/vouchers
• Your account balance
• The credit card on file

Can’t make it? Instead of cancelling, you may send someone in your place for the same service. They will need to complete intake forms before the visit.

Illness and emergencies. Being sick does not automatically waive the fee. We may waive one late cancellation or no-show fee for a genuine emergency, at our discretion.

Couples appointments. This policy applies to each person on the booking.

If we cancel. If we need to cancel your appointment, including for weather or a clinic closure, there is no charge and we will help you reschedule.

Three or more late cancellations within 12 months may require you to prepay for future appointments or may lead to dismissal from the practice.

No-Show Policy

A “no-show” means you miss an appointment without cancelling. All no-shows are charged the full session cost, taken from credits, account balance or the card on file. Two or more no-shows within 12 months may result in removal from the practice.

Arrival Time

Plan to arrive about 5 minutes before your appointment. You can fill out your health history and intake forms online ahead of time, using the links in your confirmation and reminder emails. If you haven’t done them in advance, arrive about 10 minutes early so you have time to finish them before your session.

Late Arrivals

If you arrive late, your session may be shortened so we can stay on schedule. You are responsible for the full session cost, even if your time is shortened. If you arrive 15 minutes or more after your appointment time, the visit is considered a no-show. Please plan to arrive early.

Refund Policy

We do not offer refunds for services once they have been provided. If you are not happy during your session, tell your provider right away so your treatment can be adjusted. If you are still not satisfied, you may end the session during the first half of your treatment time at no charge.

Refunds are not offered for:

• Prepaid treatments or classes
• Memberships
• Packages
• Retail products
• Gift certificates
• Completed treatments

In rare cases when a refund is approved, you choose how to receive it: as an account credit for the full amount, or as a refund to your original payment method minus a 10 percent processing fee to cover credit card fees.

Credit Card on File Policy

A valid credit or debit card on file is required to book any appointment at Hand in Health, except VA Community Care appointments.

By booking, you authorize Hand in Health to charge the card on file for any late cancellation or no-show fees as described in the Cancellation and No-Show Policies.

At the end of your visit, you may choose to pay with:

• The card on file, or
• Another accepted payment method (cash, check or a different card)

If you ask us to delete your stored card information, we will do so. After that, you will not be able to book future appointments unless a new card is placed on file.

Stored card information is encrypted and handled through a secure payment processor.

VA Community Care Patients

Veterans receiving care through VA Community Care with an approved VA referral are not required to keep a card on file and are never charged late cancellation or no-show fees. We still ask for at least 24 hours’ notice when you need to cancel, so another veteran or patient can use the time.

Insurance and Payment

Massage therapy, chiropractic care and personal training are self-pay. We provide superbills on request so you can seek reimbursement from your insurance. Our acupuncturist accepts some insurance plans, so call us to check your coverage. We bill the VA directly for authorized Community Care visits.

Packages, Memberships and Price Changes

Prepaid packages, including personal training sessions, never expire.

When our prices change, prepaid packages and gift certificates purchased for a specific service are honored for that service at no extra cost. Dollar-value gift certificates and account credits apply at current prices.

Membership billing, renewal and cancellation terms are set out in your Membership Agreement.

Patients Under 18

Patients under 18 need a parent or guardian to sign a consent form before treatment. The parent or guardian must be present in the treatment room during the massage.

Health and Safety

Please tell us about any health changes, injuries, surgeries or pregnancy before your session. Your provider may modify or decline treatment if it is not safe, and may ask for a note from your doctor for certain conditions. If you are sick, please reschedule with as much notice as you can (see the Cancellation Policy).

Provider Preferences

If you prefer a provider of a specific gender, please let us know when you book. Same-day changes are rarely possible.

Tips

Tips are never expected, but they’re always appreciated. You can tip with cash or card.

Outside Lotions, Oils and Topicals

Our massage oils, creams and lotions are hypoallergenic, so irritation is uncommon. If you have sensitive skin or allergies, tell your therapist before your session starts. For the safety of our providers, we can’t use outside lotions, oils or topicals. We make exceptions only in special circumstances, such as an allergy.

Gift Certificate Usage

You must present a physical or digital gift certificate at checkout to redeem it. It is the recipient’s responsibility to track, store and manage their gift certificates.

Gift Certificate Terms & Conditions

• Valid for services and retail products at Hand in Health.
• Redeemable for full-price services and retail products only.
• Treat as cash. Lost or stolen certificates are not replaced without proof of purchase, and replacement may be denied if fraud or misuse is suspected.
• Not redeemable for cash, except balances under $5 as New York law allows.
• Purchased certificates are valid for 9 years from the date of purchase. No fees reduce their value.
• Bonus gift cards are promotional. They may expire, have no cash value and cannot be used to buy other gift certificates.
• Unused balances are handled under New York unclaimed property law.
• Terms may be updated as allowed by law.

Zero-Tolerance Policy

Hand in Health is a professional therapeutic practice. We prohibit:

• Sexual comments or requests
• Inappropriate touch
• Harassment
• Solicitation
• Any behavior that violates professional boundaries

Any such conduct will result in immediate termination of the session and future refusal of services, and may be reported to law enforcement. The full session fee will still apply. Please respect the professional boundaries between provider and patient.

Privacy

To learn how we protect your information, read our Privacy Policy and Notice of Privacy Practices.