Cancellation Policy

If a client cancels within 24 hours of the appointment, or is a no-show, we will pay the admin rate for that appointment. To document the no-show/cancellation in Gusto, our payroll program, please use the following steps:

Gusto (see Gusto Onboarding document for further details)

For massage therapists, you enter in all no show/ late cancellations time onto Gusto.

1. Under the 'Time Tracking' tab there will be the dates of a pay period.

It should update to the current dates, but if not click the drop down arrow on the dates on the far right corner and select the current pay period.

“DATE- DATE (In Progress)”

2. Find the date that you had the no show/ late cancellation.

3. Hover over the middle 'Hours' column and click 'Add Hours'. (Ignore my current hours entered lol pretend it is all blank)

4. Enter in the start and end time of the no show/ late cancellation appointment.

5. Click 'Add Note' and leave the name of the client. (This will help all in the long run as far as tracking and keeping proper note for everyone)

i.e. Jane Smith no showed on Tue, Nov. 1 for her 60 minute appointment at 12:45pm. You will enter in the admin time as such...

6. Click 'Submit' and DONE!

Procedure for Same Day Schedule Change (or Sick Day)

Alert the Front Desk Team (primarily Olivia & Desi), Nicole, and Mary Beth right away.
Explain what is going on and what you need.
We will fill in the best we can and reschedule clients as needed.
Absenteeism: If we see this happening fairly often, we will talk to the therapist to see what needs to change and how we can help support them in their health journey. Reliability is critical for our business. We will see if hours need to change, decrease in shift load, etc. Working in a health and healing industry, we want to lead by example in prioritizing our health.

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