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.

Cancellation Policy

You must cancel at least 24 hours before your appointment. This allows us to offer the time to another patient. 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 pre-paid credits or gift cards/vouchers
• Your account balance
• The credit card on file

You may be required to pre-pay for future appointments. Frequent late cancellations may lead to dismissal from the practice.

No-Show Policy

A “no-show” means you miss an appointment without canceling. All no-shows are charged the full session cost, taken from credits, account balance, or a card on file. Two or more no-shows 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 remain on schedule. If you arrive 15 minutes or more after your appointment time, the visit is considered a no-show. You are responsible for the full session cost, even if your time is shortened. Please plan to arrive early.

Refund Policy

We do not offer refunds for services once they have been provided. If you are unhappy during your session, tell your provider right away so your treatment can be adjusted. Patients may end any session they are not satisfied with, without payment.

Refunds are not offered for:

• Pre-paid treatments or classes
• Memberships
• Massage packages
• Retail products
• Gift certificates
• Completed treatments

In rare situations, approved refunds are issued as an account credit for future use or are subject to a 10 percent processing fee to cover the associated 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.

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 request that we 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.

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 at all Hand in Health locations. Treat as cash; not replaced without proof of purchase, and replacement may be denied if fraud or misuse is suspected. Redeemable for regular-priced services and retail products only. Not redeemable for cash except balances under $5 per NY law. Purchased certificates valid 9 years. No fees reduce value. Bonus Gift Cards are promotional, may expire, hold no cash value, and cannot purchase other gift certificates. Unused balances handled per NY unclaimed-property laws. 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, 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.