Client Policies & Expectations

Operational Policies

Scheduling & Arrival

Clients should arrive a few minutes before their scheduled session.

• First‑time clients arrive 15 minutes early to complete intake.

• Returning clients arrive 5 minutes early to settle in and prepare for the session.

A client is considered late when the scheduled session time begins.

• If you arrive late, the session end time remains as originally scheduled. 

Cancellations & No-show
My current cancellation window is 6 hours before your scheduled appointment time.

If you cancel after the 6‑hour cut‑off or do not show up for your appointment, a late cancellation fee will be charged based on the session length you booked.

If there is no communication prior to the session’s start time and 5–10 minutes have passed (depending on session length), the appointment will be marked as a no‑show and the appropriate fee will be charged.

Late Cancellation & No‑show fees

• 30 minutes — $25

• 60 minutes — $40

• 90 minutes — $55

• 120 minutes — $70

I understand that true emergencies happen, and in those situations the fee may be waived at my discretion.

Payment
Payment is collected at the end of the session through Square. If a card is declined, another form of payment is required at the time of service.

Accepted forms of payment include cash, debit cards, credit cards, and HealthEquity Visa cards. A card‑on‑file is not currently required.

All payments are final.

• Clients are responsible for submitting their own documentation to HealthEquity or any HSA/FSA/HRA provider.

• Delanie Mann LMT is not responsible for claims being accepted or denied. 

Communication

Communication is kept professional and within the boundaries and scope of practice as a licensed massage therapist. I support clients in staying grounded and regulated during sessions, but I do not provide mental‑health counseling or clinical interpretation. Inappropriate or sexual communication is not tolerated and will result in dismissal from care.

Messages are responded to during business hours as availability allows. Phone calls are not answered during sessions. Voicemails will be returned once I am available.  Response times may vary, and same-day replies are not guaranteed.

If you need to cancel or reschedule, please use the scheduling link or contact me directly.

If you are running late, a brief text is appreciated.

Substance Use

Sessions will not be conducted if a client is under the influence of drugs or alcohol. If a session ends for this reason, full payment is still required.

Scent-free

This is a non‑smoking, scent‑free practice. Please arrive free of strong fragrances, including perfume, cologne, body sprays, essential oils, smoke odors, and heavily scented products. Strong scents can interfere with the session or require rescheduling.

Session Expectations & Boundaries 

Draping

Professional draping is used for every session. Only the area being worked on will be uncovered, and the rest of the body remains securely draped at all times. The chest and genital areas are always fully covered and are never treated or exposed. If you need an adjustment for comfort or temperature, please let me know.

Confidentiality

Information shared during your session is treated as confidential and used only to support your care. If something needs to be shared outside the session, I will only do so with your consent or when required by law. For my privacy policy, see Privacy Policy. 

Conduct & Expectations

Sessions are quiet, structured, and focused on therapeutic bodywork. Emotional responses can happen during bodywork, and I support clients in staying grounded and regulated when they arise. I am a licensed massage therapist and do not provide mental‑health counseling, clinical interpretation, or any form of psychological therapy. 

You are welcome to communicate needs, discomfort, or adjustments at any time. Please remain on the table unless directed otherwise, follow positioning instructions, and let me know if anything needs to change for your comfort or safety.