Policy Notification

It is important that both the client and the therapist have a clear understanding of the massage relationship. As a new client you need to be informed about Massage Therapy policies in order to provide informed consent prior to the massage session. These policies must be agreed to electronically or via written signature prior to any services.


All massage appointments are by appointment only. To ensure appointment availability, scheduling a regular series of appointments is suggested and also is of the best cumulative benefit to the client. I offer discounted packages. Massage therapy is a maintenance system, and the benefits are cumulative. It is best to receive a one-hour massage every two weeks to reduce the physical stress that builds in the body.​
Appointments scheduled once per month, combined with gentle stretching and other self-help methods, are also sufficient. However, the client will receive the greatest benefit from frequency and regularity.​
Monthly appointments are beneficial for those who are effectively dealing with stress management. Occasional appointments provide temporary symptomatic relief, but the cumulative effects of therapeutic massage are lost if massage therapy is not used on a regular basis.

Cancellation Policy

Our time together is important. Unless there is an emergency, clients will be expected to pay in full for missed appointments, or for cancellation with less than 24-hours advance notice. Cancellations will be accepted by text, messenger, voice mail or email (indicating caller, time of call, time of appointment). Clients who fail to show up for their scheduled appointment time will be required to provide a credit card number to book future appointments to which appropriate fees will be charged if a late cancellation does occur. 24-hour notice for schedule change or cancellation requests is required. When you cancel or miss your appointment without providing 24 hour notice I am often unable to fill that appointment time. This means my other clients miss the chance to receive services they need. Gift certificates may be forfeited for cancellations with less than 24 hours notice. Gift certificates will be forfeited for no shows.

Illness Cancellation

If you have a fever, a known infection, or have experienced vomiting or diarrhea within 24 hours prior to your appointment time, I request that you cancel your session for the wellbeing of yourself and other clients.

If you have any of the following contagious illnesses the massage session will be rescheduled: Diarrhea, Vomiting, Fever, Chicken Pox, Measles, Mumps, Meningitis, Hepatitis A, Conjunctivitis, Rubella, Head Lice, Impetigo, Influenza, Meningococcal Disease, Polio, Ringworm of the body, feet or scalp, Scabies, Thrush, Whooping Cough and the Common Cold, Productive mucous, oozing from any cavity, excessive or open sores cuts or bruises.

Weather Cancellation

Inclement weather may also result in the need for a late cancellation. Please do not risk your own safety trying to make an appointment. Late cancellations due to emergency, illness, or inclement weather will generally not result in any missed sessions charges, but this is determined on a case-by-case basis.

I will do my best to honor your appointment time when you request my professional services, but in the event I myself need to reschedule I will make every effort to give you in return 24 hours notice or more when possible and adjust the service charge accordingly.

Illness Policy

I recognize that both massage therapists and clients are vulnerable to infections and therefore ask clients to cancel appointments when they are feeling unwell. As stated in Cancellation policy, if you have any of the following contagious illnesses the massage session will be rescheduled:

Diarrhea, Vomiting, Fever, Chicken Pox, Measles, Mumps, Meningitis, Hepatitis A, Conjunctivitis, Rubella, Head Lice, Impetigo, Influenza, Meningococcal Disease, Polio, Ringworm of the body, feet or scalp, Scabies, Thrush, Whooping Cough and the Common Cold.

Late Arrival Policy

You should arrive 5-10 minutes prior to your appointment time to allow time to fill out paperwork and answer intake questions to give you the most focused treatment possible. It is stated in my policy that If you arrive late for your appointment, the time left will be used to its best advantage. If you are running late I ask you to inform me by text, messenger, voice mail, or email so I can do my best to accommodate you. Appointment times are reserved for each client, so oftentimes I cannot exceed that reserved time without making the next client late. Therefore, arriving after your appointment time may result in loss of time from your massage so that your session ends at the scheduled time. Full service fees will be charged even when sessions are shortened due to late arrival. If the massage therapist is late for the appointment, the remaining time will be used and the client will receive a discount or will not be charged for the massage session.

Refund/Exchange Policy

There is a No Refund Policy for any circumstance for packages/gift certificates. In the event you change your mind regarding length of time or type of session, modality, service, or you want to send someone else in your place for your scheduled appointment, I cannot guarantee availability for extending or reducing the length of time for the session due to booked appointments ahead and/or behind your scheduled time. Depending on the change of services or modalities I cannot guarantee availability due to preparation, supplies, varying conditions and needs. Depending on the needs of the person presenting in your place for the session, I cannot guarantee availability. I will do my best to meet your needs but this will be a case by case basis.

Sanitation and Hygiene Policy

All equipment and linens that come in contact with the client will be cleaned using an approved method. All lubricants will be dispensed in a contamination-free manner.

Before and after each massage, the massage therapist’s hands and forearms will be washed with hot soapy water and a disinfecting solution. Any breaks in the skin of the massage therapist will be covered with protective coverings.

The client will come to the massage therapy appointment clean.

The client will inform the massage therapist of any breaks in the skin, and these areas will be avoided.Should the massage therapist or the client contract a contagious disease that could be spread during the massage session, such as a cold, flu, or other droplet or airborne infection, each will inform the other. The decision to reschedule will be handled on a case-by case manner

Inappropriate Behavior Policy

Sexual interaction or discussion of any kind between the client and the massage therapist is NEVER appropriate. Massage therapy is for relaxation and/or therapeutic purposes only. ​There is absolutely no sexual component to massage whatsoever. Any behavior or request otherwise will terminate your session and you will be charged the full service fee regardless of the length of your session. Depending on the behavior exhibited I may also file a report with local authorities if necessary. Treat me with respect and dignity and you will be treated the same.


The discussion between the massage therapist and the client is confidential.

​Personal and medical information written or verbal will be protected as regulated by the Federal HIPPA privacy and security rules.

All written, verbal, and electronic health and personal information will be encrypted and/or stored securely and never in public view or access.

I will, without fail, safeguard the confidentiality of the client’s identity and information in all conversations, advertisements, and any and all other matters unless disclosure of identifiable information is requested by the client in writing, is medically necessary or is required by law.

Conversation Policy
The client may or may not choose to talk during the massage.​ I prefer to not discuss topics of a political, religious or sexual nature.​ I may be required to release records under a court order, or to your doctor.

I am obligated to report suspicion of abuse to the proper authorities.

Health History

​​It is the responsibility of the client to keep the massage therapist informed of any medical treatment currently being taken, and to provide written permission from the physician, chiropractor, physical therapist, etc., that the massage may be continued.​
The client must also keep the massage therapist informed of any changes in health conditions.

Customer Service

​​You will be treated without discrimination regarding race, sex, religious beliefs, disability or condition.

Minor Policy

​Children, under the age of eighteen (18), will not be seen without a parent or guardian present in the therapy room.​ Massage for minors will be allowed provided that a parent or legal guardian of the child is present in the massage room during the massage session. As with adult clients, draping for minors is ALWAYS proper and professional, and the degree of undress prior to proper draping is entirely at the discretion of both the minor AND the attending parent or legal guardian.

​There is a separate consent form to be completed by parent or guardian.


​Clients may NOT bring children that will be left unsupervised by an adult during their massage, and Heather Klein DBA Riverside Relief will not be responsible for the care of children while a parent is receiving massage. Clients should arrange for supervision beforehand, and come alone or with an adult friend for your massage and reserve the quiet time and the relaxation during your session for yourself!

Cell Phones

​​Cell phones and music playing devices should be turned off before entering the office because of the need to maintain a quiet and relaxed environment for ourselves during our scheduled session, as well as for the benefit of other customers. If you need to receive/make a phone call or otherwise conduct communication during your session, bodywork will stop until you are again relaxed when the session will resume and the time will not be lengthened or altered to accommodate the interruption, the session will end at the scheduled time regardless of your need for interruption.

Hair and Makeup

​​Face, scalp and neck massage will probably disturb the appearance of your hair and makeup. If this is a concern, please advise before we begin. We can simply choose to avoid this area or, modify our selection in techniques to prevent a disheveled appearance after the session. Hair ties and disposable caps are available on request.​

Professional Boundaries

​​​​In order to best serve your needs – honest disclosure of any situation that may interfere with safe, nurturing, nonjudgmental, nonsexual touch must be considered.

I need to consider personal needs, biases, fears, concerns, and limitations as stated in the massage therapy policies and procedures

Client Boundaries

​​​​In this partnership, it is important that the client is honest and open with the massage therapist.

Feedback about the effectiveness of the work, situations that may have been uncomfortable for you, massage techniques that you enjoyed, massage techniques that you did not like, etc., is very important.​
Please feel free to share this information, as you become aware of it.

​If at any time, you feel that another therapist would better serve you, please ask for a referral.

If I do anything that makes you feel uncomfortable, tell me immediately. I will not be offended and your feedback will help others as well.

Respect for client boundaries is very important. To maintain respect for each client and establish professional
boundaries the following massage therapy policies apply:​

You, the client may choose to leave on as much clothing as needed for comfort.​
You, the client will always be modestly draped. Only the area being massaged will be undraped. You will be kept informed of the area to be massaged.​
The breast and genital area will not be massaged under any circumstances. Permission will be asked before working close to these areas; otherwise, a professional distance will be maintained.​

The therapy room door is never locked.​
You, the client may stop the massage at any time and is free to leave.​
You, the client may refuse any massage methods.​
Visitors may be present during the massage at your request. (no children under the age of twelve).

Payments, Fees, Discounts, Tips

​​​​Payment is collected after your session. Method of payment is credit, debit, or cash only NO CHECKS.

Tips are appreciated but will not effect the quality/length of treatment. Fees are established based on competitive rates and designed to be affordable for both the client and therapist time, overhead, educational, equipment, supplies, and insurance costs. Fees are non-negotiable. Third party billing is your responsibility. You are responsible for payment regardless of insurance reimbursement.

Scope of Practice

​​​​All massage services given to me by Heather Klein DBA Riverside Relief are for the purpose(s) of stress or pain reduction/relief from muscle tension/increasing circulation/increasing tissue pliability/increasing range of motion/improving posture and movement. *Emotional release is occasionally an occurrence. If this happens it is completely natural and I will communicate with you regarding continuing treatment or allowing you space.

Therapeutic massage is not a substitute for medical treatment or medications. A massage therapist does not diagnose illnesses or injuries, provide or prescribe medications.

Spinal manipulations are not part of massage therapy.

Clients must have clearance from a physician to receive massage therapy.

Massage therapy is not a substitute for medical care and you must work with your primary caregiver for any condition you may have.

You must state all known physical conditions and medications and keep the massage therapist updated on any changes. It is important due to possible additional risks based on a physical condition, to inform Heather Klein DBA Riverside Relief of all medical conditions and medications you are taking, and to let the massage therapist know about any changes to these.

The risks associated with massage therapy include, but are not limited to:

Superficial bruising

Short term muscle soreness

Exacerbation of undiscovered injury/illness/disease

It is the client’s responsibility to inform of any discomfort you may feel during the massage session so I may adjust accordingly.

You the client, or me, Heather Klein DBA Riverside Relief Licensed Massage Therapist may terminate the session at any time.

Informed Consent

​​​​The intake session provides time for the massage therapist to discuss each section of the massage therapy policies.

Prior to each massage session, the treatment plan will be discussed with you. At your first visit you will receive a copy of the massage therapy policies and will be asked to sign the consent stating that you have read the information, understand it, and agree to comply with the professional massage therapy policies and procedures.