Client Policies & Expectations

Welcome

At Sanford Massage & Wellness, our goal is to provide a safe, professional, relaxing, and therapeutic experience for every client. Please review the following policies before your appointment.

Appointment Policies

 

Arriving for Your Appointment

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Please arrive on time for your session. Treatment sessions begin and end at the scheduled appointment time.

If you are late, your session may be shortened in order to stay on schedule for the next client, and the full session price will still apply.

For first-time appointments, please arrive 5–10 minutes early to complete intake forms and your health assessment.

If you are running late, please call or text to let us know. Appointments may be automatically canceled or rescheduled after 30 minutes without communication.

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Health Information

Clients are required to provide accurate health history information and notify us of any changes to their health, medications, injuries, or medical conditions.

Please review our Privacy Policy for more information regarding confidentiality and record keeping.

Illness Policy  See Privacy Policy Here

If you are experiencing symptoms of illness including fever, flu-like symptoms, COVID symptoms, or any contagious condition, please contact us to reschedule your appointment.

We reserve the right to cancel a session if a client appears too ill or contagious to safely receive treatment. Cancellation fees may be waived for illness-related cancellations when not abused.

 

Professional Conduct

Clients may not attend appointments under the influence of drugs or alcohol.

Sanford Massage & Wellness maintains a zero-tolerance policy regarding inappropriate behavior of any kind. Any inappropriate comments, gestures, or conduct will result in the immediate termination of the session. Full payment for the scheduled session will still be required, and law enforcement may be contacted if necessary.

Professional boundaries are respected at all times.

Hygiene & Smoking

For the comfort of all clients and therapists:

• Please arrive clean and showered the same day when possible.

• Smoking is not permitted anywhere inside the office or treatment rooms.

 

Payment Policies

Payment is due at the time of service unless other arrangements have been made in advance.

We accept:

• Cash

• Checks

• Credit/Debit Cards

• FSA/HSA Cards

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Returned checks are subject to a $35 insufficient funds fee.

 

Cancellation Policy

We kindly request at least 24 hours’ notice for cancellations or rescheduling.

Appointments canceled with less than 24 hours’ notice may be charged 50% of the scheduled session price.

If you prepaid for a session and request a refund instead of rescheduling, a $30 cancellation fee per session will apply.

Clients who repeatedly request refunds may be issued store credit instead of refunds for future cancellations.

Please review our full Cancellation Policy for additional details.

 

No-Call / No-Show Policy

A no-call/no-show occurs when a client misses an appointment without notifying us.

 

First No-Show

Clients may be charged 50% of the scheduled session price.

If a prepaid session, package session, or gift certificate was used to reserve the appointment, it may be applied toward the missed session.

Second No-Show

Clients may be charged the full session price and may lose access to online booking privileges.

Future appointments may require prepayment.

Third No-Show

Clients who repeatedly no-call/no-show may no longer be permitted to schedule appointments.

Prepaid missed appointments are non-refundable.

 

What Clients Can Expect From Us

At Sanford Massage & Wellness, we are committed to providing professional, ethical, and compassionate care.

Clients can expect:

• Respectful and professional treatment

• Customized sessions tailored to individual needs

• Clean, safe equipment and treatment rooms

• Confidentiality and privacy

• Proper draping at all times

• Therapists who continue their education and stay current in their field

• Referrals when treatment falls outside our scope of practice

If we are ever late for your appointment, your full scheduled session time will still be honored whenever possible.

If we must cancel or reschedule your appointment, we will provide as much notice as possible and work to reschedule you promptly.

Communication

Business Hours: 9:30 AM – 7:00 PM

Clients may contact us by:

• Phone/Text: 207-651-6523

• Email: sanfordmassageandwellness@gmail.com

• Facebook & Instagram: @sanfordmassage

Messages are typically returned within 24 business hours.

 

Client Comfort & Feedback

Your comfort is important to us. Please communicate during your session if:

• Pressure is too light or too deep

• You are uncomfortable

• You dislike a technique

• You need adjustments for temperature, music, positioning, or draping

 

We want your session to be a positive experience and encourage open communication throughout treatment.

While refunds are not provided for completed services, we are happy to discuss concerns and work toward improving future sessions whenever possible.

 

Right to Refuse Service

Therapists reserve the right to refuse or discontinue treatment at any time if treatment is deemed inappropriate, unsafe, or outside the therapist’s scope of practice.