Last Updated: August 26, 2025
1. Overview
At Ryvona Massage Therapy, we understand that sometimes circumstances require appointment changes
or cancellations. This Refund Policy outlines our procedures for cancellations, refunds, and
the associated fees to ensure fairness for both our clients and business operations.
1.1 Policy Application
This refund policy applies to:
- Individual massage therapy sessions
- Package deals and multiple-session bookings
- Gift certificates and promotional offers
- Wellness consultations
- All services provided by Ryvona Massage Therapy
1.2 Key Principles
Our refund policy is based on these principles:
- Fairness: Reasonable policies that protect both clients and our business
- Transparency: Clear information about fees and procedures
- Flexibility: Understanding that genuine emergencies occur
- Professionalism: Consistent application of policies
Important: This policy should be read in conjunction with our
Terms & Conditions. By booking an appointment,
you agree to these refund terms.
2. Cancellation Fees & Timeline
Our cancellation policy is structured to provide you with flexibility while allowing us
to manage our schedule effectively.
| Cancellation Timing |
Fee |
Refund Amount |
| 48+ hours before appointment |
No fee |
100% refund |
| 24-48 hours before appointment |
25% of service fee |
75% refund |
| Less than 24 hours before |
50% of service fee |
50% refund |
| No-show or same-day cancellation |
100% of service fee |
No refund |
2.1 Calculation Examples
For a $80 Relaxation Massage:
- 48+ hours notice: $0 fee, $80 refund
- 24-48 hours notice: $20 fee, $60 refund
- Less than 24 hours: $40 fee, $40 refund
- No-show: $80 fee, $0 refund
2.2 Time Calculation
Cancellation timing is calculated from the scheduled appointment time, not when payment was made.
For example, if your appointment is at 2:00 PM on Friday, the 24-hour mark is 2:00 PM on Thursday.
Weekend Consideration: Please note that our office is closed on Sundays.
If you need to cancel a Monday appointment, please call by Friday evening or send an email
to ensure your cancellation is processed in time.
3. Refund Eligibility
3.1 Eligible for Full Refund
You are eligible for a full refund in the following situations:
- Cancellation made 48+ hours before scheduled appointment
- We cancel your appointment due to therapist illness or emergency
- Facility closure due to emergencies (power outage, extreme weather, etc.)
- Service cannot be provided due to equipment failure
- Documented medical emergency preventing attendance (with medical note)
3.2 Eligible for Partial Refund
Partial refunds are available when:
- Cancellation made 24-48 hours before appointment (75% refund)
- Cancellation made less than 24 hours before (50% refund)
- Service is significantly different from what was booked (case-by-case basis)
- Valid health reasons prevent completion of full service
3.3 Not Eligible for Refund
Refunds are not available in these circumstances:
- No-show without prior notice
- Same-day cancellations (except medical emergencies)
- Client arrives intoxicated or under the influence
- Inappropriate behavior resulting in service termination
- Failure to provide accurate health information affecting treatment
- Change of mind after service has been completed
3.4 Rescheduling vs. Cancellation
We encourage rescheduling over cancellation when possible. Appointments can be rescheduled
without penalty if done 24+ hours in advance. Rescheduling within 24 hours may incur a
rescheduling fee of $20 CAD.
4. Refund Process
We strive to make our refund process simple and efficient while ensuring all transactions
are properly documented.
Step-by-Step Refund Process
1
Contact Us
Call us at +1 306-664-3013 or email [email protected] to request cancellation and refund. Provide your booking reference and reason for cancellation.
2
Verification
We'll verify your appointment details and calculate the refund amount based on our cancellation policy and timing.
3
Documentation
For medical or emergency cancellations, we may request supporting documentation to waive cancellation fees.
4
Processing
Once approved, refunds are processed within 5-7 business days. You'll receive confirmation via email.
5
Completion
Refunds appear in your account within 5-10 business days depending on your payment method and financial institution.
4.1 Required Information
To process your refund request, please provide:
- Full name and contact information
- Appointment date and time
- Booking reference number (if available)
- Reason for cancellation
- Preferred refund method
- Supporting documentation (if applicable)
4.2 Processing Times
- Request Acknowledgment: Within 24 hours
- Review and Approval: 2-3 business days
- Refund Processing: 5-7 business days
- Account Credit: 5-10 business days (varies by bank)
5. Payment Method Refunds
Refunds are processed using the same payment method used for the original transaction.
Different payment methods have varying processing times and procedures.
5.1 Credit Card Refunds
- Processing Time: 5-10 business days
- Method: Credited back to original card
- Note: Cannot process refunds to expired or cancelled cards
5.2 Debit Card Refunds
- Processing Time: 3-7 business days
- Method: Credited back to original account
- Note: May appear as a credit transaction
5.3 Cash Payments
- Processing Time: Available immediately upon approval
- Method: Cash refund at our location or bank transfer
- Note: Requires valid identification for pick-up
5.4 Gift Certificates
- Processing Time: 2-3 business days
- Method: New gift certificate or original payment method
- Note: Refund amount may be issued as store credit
International Cards: Refunds to international credit cards may take
10-15 business days due to additional processing requirements and currency conversion times.
6. Special Circumstances
We understand that unexpected situations can arise. In certain circumstances,
we may waive or reduce cancellation fees at our discretion.
6.1 Medical Emergencies
Cancellation fees may be waived for:
- Sudden illness requiring medical attention
- Family medical emergencies
- Hospitalization
- Doctor-advised treatment restrictions
Documentation Required: Medical note, hospital records, or doctor's note.
6.2 Severe Weather or Natural Disasters
- Official weather warnings preventing travel
- Public transportation shutdowns
- Power outages affecting our facility
- Government-declared emergencies
6.3 Death in Family
Full refunds are provided with no cancellation fees for appointments cancelled
due to death in the immediate family (spouse, parent, child, sibling).
Documentation Required: Death certificate or funeral notice.
6.4 Military Deployment
Active military personnel who receive sudden deployment orders are eligible
for full refunds regardless of notice period.
Documentation Required: Official deployment orders.
6.5 Pregnancy Complications
Pregnancy-related complications that prevent massage therapy are eligible
for full refunds with medical documentation.
7. Package Deals & Gift Certificates
7.1 Multi-Session Packages
For package deals and multiple-session bookings:
- Individual Sessions: Each session follows standard cancellation policy
- Unused Sessions: Refunds calculated at package rate, not individual rate
- Partial Use: Refund = (Package Price ÷ Total Sessions) × Unused Sessions minus applicable fees
- Expiry Dates: Package sessions must be used within specified timeframes
7.2 Gift Certificates
- Unused Certificates: Refundable within 90 days of purchase
- Partially Used: Remaining balance refundable minus service fees
- Expired Certificates: May be renewed with additional fee
- Lost Certificates: Replacement available with proof of purchase
7.3 Promotional Offers
Special promotions and discounted services may have different refund terms:
- Refunds calculated based on promotional price paid
- Some promotional offers may be non-refundable
- Terms specified at time of purchase
Package Expiry: Unused sessions in packages expire according to the terms
specified at purchase. Extensions may be available for a fee in special circumstances.
8. Insurance Coverage & Refunds
8.1 Insurance Claims
For appointments covered by health insurance:
- Payment is due at time of service regardless of insurance coverage
- Receipts provided for insurance reimbursement
- Insurance disputes do not affect our refund policy
- Clients responsible for understanding their coverage limits
8.2 Direct Billing
For clients with direct billing arrangements:
- Cancellation fees may be billed to insurance or client depending on coverage
- Insurance denial of coverage does not waive cancellation fees
- Standard cancellation policy applies regardless of billing method
8.3 Worker's Compensation
Worker's compensation claims follow standard policy with special considerations:
- Case manager approval required for cancellations
- Cancellation fees may be absorbed by insurance in some cases
- Documentation requirements may be more stringent
9. Service Satisfaction Guarantee
9.1 Our Commitment
We are committed to providing excellent massage therapy services. If you are not satisfied
with your treatment, please let us know immediately so we can address your concerns.
9.2 Service Issues
If you experience issues with your service, we will:
- Listen: Understand your specific concerns
- Investigate: Review what happened during your session
- Resolve: Offer appropriate solutions (re-treatment, partial refund, etc.)
- Improve: Use feedback to enhance our services
9.3 Resolution Options
Depending on the situation, resolution may include:
- Complimentary re-treatment with different therapist
- Partial refund for unsatisfactory portions
- Full refund in cases of significant service failure
- Alternative service offering
- Account credit for future visits
9.4 Reporting Timeline
Service satisfaction concerns should be reported within 48 hours of your appointment
to ensure we can properly investigate and address the issue.
Our Goal: We want every client to leave feeling better than when they arrived.
Your feedback helps us maintain the highest standards of care and service.