BACK TO YOU

Client Policies

Last updated: June 24, 2026

Back to You Massage Therapy is operated by Back to You Massage & Bodywork Inc. These policies are provided so clients know what to expect before booking, before the session, and during care.

The purpose of these policies is simple: to keep each session calm, professional, safe, and respectful for both the client and practitioner.

If you have questions about these policies, please contact:

Email: hello@backtoyou.ca

Phone: 825-425-4441

 

Service Area

Back to You Massage Therapy provides mobile massage therapy by appointment in Calgary and select surrounding areas (Airdrie, Cochrane, Okotoks, and Chestermere).

Additional areas may be available upon request. Contact us directly.

Travel within Calgary city limits is included in the listed session price.

Appointments outside Calgary city limits may be available by request and may be subject to an additional travel fee. If a travel fee applies, it will be confirmed before the appointment is accepted.

 

Appointment-Only Service

Back to You Massage Therapy is available by appointment only.

Appointments must be booked in advance through the secure online booking system. Same-day or short-notice appointments may be available on occasion, but are not guaranteed.

Back to You does not accept walk-in appointments.

 

Secure Online Booking

Online booking is completed securely through Noterro.

Noterro is used for appointment booking, intake forms, consent forms, appointment reminders, client communication, receipts, and related clinic administration.

Noterro states that it is designed to support privacy and security standards, including PIPEDA and HIPAA compliance. Clients may also be asked to review and accept Noterro’s own terms, privacy practices, and booking requirements during the booking process.

Your appointment is not considered fully confirmed until required booking details, intake forms, consent forms, and payment requirements have been completed where applicable.

If you have trouble booking online, please contact:

Email: hello@backtoyou.ca

Phone: 825-425-4441

 

Payment and GST

All prices are subject to GST where applicable.

Payment processing is completed securely through Square at this time.

Square may be used for credit card payments, debit payments, online checkout, invoices, or other approved secure payment methods. Back to You Massage Therapy does not store your full card information directly.

Payment may be required at the time of booking, before the session, or at the time of service, depending on the booking method and service type.

If payment cannot be processed, the client remains responsible for the full amount owing.

 

Receipts

Official receipts are available after each completed session.

Detailed receipts may be provided for insurance or benefit submission when applicable. Coverage and reimbursement depend on the client’s individual benefits plan and are not guaranteed by Back to You Massage Therapy.

 

Direct Billing

Direct billing may be available by pre-planned request only.

If you would like direct billing, please request it before your appointment and provide any required insurance details in advance.

Direct billing cannot be guaranteed, as approval depends on the insurance provider, the client’s plan, and the information available at the time of submission.

If direct billing is unavailable, declined, delayed, or only partially approved, the client is responsible for payment of the full session fee or remaining balance.

A detailed receipt can be provided for self-submission.

For direct billing questions, please contact:

Email: hello@backtoyou.ca

Phone: 825-425-4441

 

Cancellation and Rescheduling Policy

Your appointment time is reserved specifically for you. Because mobile massage requires dedicated travel, preparation, and setup time, cancellations and rescheduling requests must be made with as much notice as possible.

Cancellations or rescheduling requests made more than 48 hours before the appointment may be completed without a cancellation fee.

Cancellations or rescheduling requests made between 24 and 48 hours before the appointment may be subject to a $50 cancellation or rescheduling fee.

Cancellations or rescheduling requests made with less than 24 hours’ notice may be subject to the full session fee.

If you need to cancel or reschedule, please use the booking system when available. If your appointment is within 24 hours, please contact Back to You directly:

Email: hello@backtoyou.ca

Phone: 825-425-4441

Exceptions may be considered for illness, emergencies, unsafe travel conditions, or other circumstances at the discretion of Back to You Massage Therapy.

 

No-Show Policy

If the practitioner arrives for a confirmed appointment and the client is not present, unavailable, unreachable, or unable to proceed, the appointment may be considered a no-show.

No-shows are subject to the full session fee.

This also applies when access to the appointment location cannot be reasonably obtained, including but not limited to:

  • incorrect or incomplete address
  • unanswered door, phone, buzzer, or access instructions
  • locked building access without instructions
  • unavailable parking or access information
  • client not being home or ready for the appointment

If you are running late or having trouble with access, please contact Back to You as soon as possible:

Email: hello@backtoyou.ca

Phone: 825-425-4441

 

Late Arrival or Delayed Access

Please be available at the appointment location at the scheduled time.

If the start of the appointment is delayed because of late client arrival, building access issues, parking delays, or unavailable setup space, the session may need to be shortened to stay on schedule.

The full session fee still applies when the session is shortened due to client delay or access issues.

If the delay is significant, the appointment may need to be rescheduled or treated as a late cancellation or no-show.

 

Sickness Policy

Massage therapy is close-contact care. For the health and safety of clients, the practitioner, and other clients, treatment cannot safely proceed when a client is experiencing symptoms of illness or anything potentially contagious.

Please reschedule your appointment if you are experiencing symptoms such as:

  • fever or chills
  • new or worsening cough
  • sore throat
  • vomiting or diarrhea
  • unexplained rash
  • active infection
  • symptoms that may be contagious
  • feeling too unwell to safely receive massage therapy

There is no cancellation fee for illness-related rescheduling when you contact Back to You as soon as reasonably possible and the appointment is rescheduled.

To reschedule due to illness, please contact:

Email: hello@backtoyou.ca

Phone: 825-425-4441

This policy is not intended to penalize genuine illness. It exists to protect everyone involved in close-contact care.

If illness-related short-notice cancellations or rescheduling requests become frequent or repeated, future appointments may require prepayment, a deposit, additional notice, or approval before booking. This helps protect reserved appointment time while still allowing reasonable flexibility for genuine illness.

If the practitioner arrives and determines that treatment cannot safely proceed due to illness, symptoms, contraindication, or safety concerns, the session may be rescheduled or cancelled at the practitioner’s discretion.

 

Inclement Weather and Safety Policy

Mobile massage depends on safe travel and safe access to the appointment location.

If weather, road conditions, road closures, power outages, unsafe walkways, or other safety concerns create risk for the client or practitioner, the appointment may be rescheduled.

When possible, Back to You Massage Therapy will provide as much notice as possible if weather or road conditions affect the appointment.

No cancellation fee will apply when Back to You Massage Therapy determines that rescheduling is necessary due to unsafe weather, unsafe travel, or safety concerns.

If you believe weather or access conditions may affect your appointment, please contact:

Email: hello@backtoyou.ca

Phone: 825-425-4441

 

Intake Forms and Consent

Electronic intake forms are required before your first session and may need to be updated periodically.

These forms help identify your goals, health history, relevant conditions, medications, injuries, allergies, contraindications, and any information needed to provide safe and appropriate care.

Treatment cannot begin until required intake and consent forms are completed.

Consent is ongoing. You may ask questions, request changes, modify consent, or stop treatment at any time.

Clients are responsible for providing accurate and current health information and for updating Back to You Massage Therapy if anything changes before or during treatment.

 

Scope of Massage Therapy

Massage therapy may support relaxation, stress and tension relief, recovery, movement comfort, soft tissue health, and general well-being.

Massage therapy does not diagnose medical conditions, prescribe medication, provide emergency care, or replace care from a physician or other regulated health professional.

If your symptoms suggest that massage therapy may not be appropriate, or if your condition requires assessment outside the scope of massage therapy, you may be referred to a physician or another appropriate health care provider before treatment proceeds.

Treatment may be modified, postponed, or declined if massage therapy is not indicated or if a contraindication is present.

 

Preparing Your Space

Please prepare a clean, quiet area for the massage table before the practitioner arrives.

An open space of approximately 8 feet by 10 feet is recommended.

A minimum of approximately 6 feet by 9 feet may work depending on the layout.

The space should allow enough room for the massage table and for the practitioner to move safely around it.

Common setup areas include a living room, bedroom, spare room, office, or other private area with enough open floor space.

Back to You Massage Therapy brings the massage table, linens, and necessary supplies. You do not need to provide massage equipment.

 

What to Prepare Before Your Session

Before your appointment, please:

  • Complete all required electronic intake and consent forms.
  • Prepare enough open space for the massage table.
  • Make sure the room is comfortably warm.
  • Provide accurate parking and access instructions.
  • Secure pets in another room if needed.
  • Reduce interruptions where possible.
  • Silence phones or devices if you would like a quieter experience.
  • Avoid heavy meals immediately before treatment if possible.
  • Have water available for after the session if desired.

You do not need to prepare linens, towels, a massage table, or treatment supplies.

 

Parking and Access

Because this is a mobile service, safe and reasonable parking and access are required.

Please provide clear parking and access instructions before the appointment.

If you live in a condo, apartment, gated community, townhouse complex, high-rise building, or building with restricted access, please provide any required details in advance, including:

  • buzzer number
  • gate code
  • elevator instructions
  • visitor parking details
  • loading zone information
  • concierge instructions
  • suite/unit number
  • any special access notes

If paid parking, visitor parking fees, valet fees, parkade fees, or building access fees are required, those costs may be added to the appointment or charged to the client.

Please make sure sidewalks, walkways, driveways, stairs, and entrances are reasonably safe and accessible. During winter, please ensure the access path is cleared of snow and ice where possible.

If there are stairs, long walking distances from parking, elevator outages, limited parking, or access concerns that may affect bringing in the table and supplies, please communicate this before the appointment.

If parking or safe access is not available, the appointment may need to be delayed, shortened, rescheduled, or cancelled. If the session cannot proceed because reasonable parking or access was not provided, cancellation or no-show fees may apply.

For parking or access updates, please contact:

Email: hello@backtoyou.ca

Phone: 825-425-4441

 

Appointment Time, Arrival, and Setup

Your scheduled appointment time is the intended start time for hands-on treatment.

Please be available approximately 15 minutes before your appointment time so the practitioner can arrive, access the space, set up the massage table, and begin treatment on time.

Back to You Massage Therapy may arrive up to 15 minutes before the scheduled appointment time for setup. Please ensure parking/access instructions are accurate and that the treatment space is ready before arrival.

Setup time is separate from hands-on treatment time unless otherwise stated.

If late access, parking delays, client unavailability, incomplete setup space, or other client-side delays prevent the session from starting on time, the treatment may need to be shortened to end at the originally scheduled time. The full session fee still applies.

If the delay is significant and the appointment cannot reasonably proceed, the session may be treated as a late cancellation or no-show.

 

Pets, Children, and Interruptions

Please make arrangements to limit interruptions during the session where possible.

Pets should be secured in another room if they may interrupt the session, create allergies or safety concerns, or interfere with setup and treatment.

Children or dependents should be supervised by another responsible person during the session whenever possible.

If interruptions significantly affect the ability to provide treatment safely or professionally, the session may need to be modified, shortened, or rescheduled.

 

Clean and Safe Environment

A clean, safe, and appropriate treatment environment is required.

Back to You Massage Therapy may decline or end a session if the environment is unsafe, unsanitary, inaccessible, or unsuitable for professional massage therapy.

This may include hazards such as:

  • unsafe stairs or walkways
  • excessive clutter around the treatment area
  • unsafe pets
  • smoke or strong odours
  • active illness in the home
  • aggressive behaviour
  • intoxication or impairment
  • harassment or inappropriate conduct
  • any condition that creates risk for the client or practitioner

 

Comfort, Privacy, and Professional Boundaries

Back to You Massage Therapy is a professional therapeutic service.

Sessions are provided with clear communication, respect for comfort and privacy, and professional boundaries at all times.

The practitioner will explain relevant treatment details, check in as appropriate, and adapt the session to your goals, comfort level, and needs that day.

You may ask questions, request changes to pressure or positioning, decline any technique, or stop the session at any time.

Sexual, suggestive, threatening, discriminatory, abusive, or inappropriate comments, requests, exposure, or behaviour are not tolerated.

If professional boundaries, safety, or consent are not respected, the session may be ended immediately. The full session fee may still apply, and future bookings may be refused.

 

Right to Refuse or End Treatment

Back to You Massage Therapy reserves the right to refuse, modify, postpone, or end treatment when appropriate.

This may include situations where:

  • treatment may not be safe or appropriate
  • a contraindication is present
  • the client is ill or may be contagious
  • required intake or consent forms are incomplete
  • professional boundaries are not respected
  • the environment is unsafe
  • parking or access is not reasonably available
  • the client appears impaired
  • the client makes inappropriate requests or comments
  • continuing treatment may create risk for the client or practitioner

The purpose of this policy is to maintain a safe, respectful, and professional care environment.

 

Minors

Clients under 18 years of age require written consent from a parent or legal guardian before treatment.

A parent or legal guardian must assist with completing the intake form and must be available to discuss the treatment plan, goals, relevant health history, and any questions before treatment begins.

For clients under 16 years of age, a parent or legal guardian must remain present on site and may be required to remain in the treatment room.

For clients under 12 years of age, treatment is accepted by prior discussion only and may require a shorter, age-appropriate session length.

The comfort, understanding, and consent of the minor client are also important. Treatment will not proceed if the minor client is unwilling, uncomfortable, or unable to understand the proposed care at an age-appropriate level.

Back to You Massage Therapy reserves the right to decline or adapt treatment for minors when appropriate.

 

Treatment Length

Session length refers to the booked treatment time.

Mobile appointments also include arrival, setup, brief consultation, takedown, and departure time. These non-treatment portions may occur before and after the booked treatment time unless otherwise stated.

If the session begins late due to client delay or access issues, the treatment may still need to end at the scheduled time.

 

Gratuities

Gratuities are not required or expected. If a client chooses to offer a gratuity, it is appreciated, but there is no obligation to do so.

 

Prices, Services, and Availability

Services, prices, appointment availability, service area, travel fees, policies, and booking requirements may change over time.

Back to You Massage Therapy makes reasonable efforts to keep website information accurate and current, but details may be updated without prior notice.

 

Website Use

The information on this website is provided for general information only.

Website content is not medical advice and should not be used as a substitute for assessment, diagnosis, or treatment by a qualified health care provider.

Using this website, reading website content, submitting an inquiry, or viewing service information does not create a therapist-client relationship.

A therapist-client relationship begins only once an appointment is accepted, required intake and consent processes are completed, and care is provided.

 

Third-Party Platforms

Back to You Massage Therapy uses third-party platforms for booking, forms, payment processing, direct billing, communication, and related business operations.

Booking is completed securely through Noterro.

Payment processing is completed securely through Square.

These platforms may have their own terms, privacy policies, and data practices. Clients are encouraged to review any third-party terms or privacy information provided during booking, payment, or form completion.

 

Privacy

Client privacy is important.

Personal information is collected, used, stored, and disclosed only as reasonably required for booking, providing massage therapy services, record keeping, payment processing, direct billing where requested, legal/professional obligations, and business administration.

For more information, please review the Privacy Policy.

 

Questions or Contact

For questions about these policies, appointments, cancellations, rescheduling, sickness, parking/access, direct billing, or receipts, please contact:

Email: hello@backtoyou.ca

Phone: 825-425-4441

Back to You Massage Therapy

Operated by Back to You Massage & Bodywork Inc.

Calgary, Alberta