Question 1

What is your cancellation policy?

Accepted Answer

Full payment is required for the following conditions:
• Less than 24-hour notification to cancel or reschedule an appointment.
• No-show or missed appointments.
 
Late arrivals - arriving late for a service will require shortening the length of the 
treatment in an effort to stay on schedule for following appointments.
 
If you're within 24-hours and can't make it to your appointment, there is the option to treat a friend or family member to your appointment by purchasing an e-Gift Card using the link above. They may take your spot so you don't lose out. Learn More About How to Avoid Fees

Question 2

How do I cancel my pre-paid appointment?

Accepted Answer

If you're outside of 24-hours, the two ways you may cancel:
1) Text (707) 310-1237 
2) Cancel online from your confirmation email

(Any other forms of messaging, such as social media messaging, website form submissions and standard email, etc may not reach us in time and therefore we need to streamline communication when it comes to cancellations and ensure each practitioner gets the message. They will definitely get the message in time if you text or cancel online from your  confirmation email. Thanks for your understanding!

If you would like the funds refunded, please call/text us and would be happy to issue the refund.

If you're within 24-hours of your appointment and need to cancel, please text or call (707) 310-1237.  As our cancellation policy states, pre-payments are forfeited for cancellations within 24 hours.

In the event of an emergency, you may request not to be charged for the cancelled, rescheduled, or missed session in writing within 7 days if you feel such action is warranted.  We will make the decision to honor your request on a case-by-case basis and will respond back to you in writing within 7 days.

Depending on the severity of the situation, you may also consider the options of treating a friend or family member to your appointment and letting them take your spot so that you don't lose out. Give us a call if you have someone else will be taking your appointment time.

Question 3

Can I reschedule or cancel online?

Accepted Answer

Yes, if more than 24 hours before your scheduled appointment, you may reschedule or cancel online. You can managing your appointments from your confirmation email.
 
If you would like to cancel your pre-paid appointment you can cancel it online. This will automatically make your funds a credit on your account for a future appointment. If you would like the funds refunded, please call/text us and we would be happy to issue the refund.
 
Changing or canceling an appointment online is not possible if you are within 24-hours of your appointment. Please contact us by phone so that we may notify the therapist. Cancelation fees will be due at this time. Click here to learn how to Avoid Fees.

Question 4

When booking online how can I tell if my appointment is confirmed?

Accepted Answer

MassageBook, our booking system, will confirm 
Booking complete
 as shown below.
You will then receive a confirmation text and email.  If you do not receive a text or email confirmation within minutes, please call to confirm as your appointment may not be reserved.

Question 5

What types of payment do you accept?

Accepted Answer

We accept all major credit cards, Apple Pay and Android Pay. We also accept Flexible Spending Account (FSA) and Health Savings Account Cards (HSA).  If you have a Medical Reimbursement Account, we are happy to provide you with an invoice via email. If paying with a credit/debit card or account card the name on the card must match your ID. The owner of the credit card & ID must be present. We do not accept cash due to safety precautions.

Question 6

Can you use my card on file for payment after my treatment?

Accepted Answer

We don't typically use cards on file for payments. Our standard practice is to charge the physical card with the card holder present. If you come frequently and want to set up auto pay consider signing up for a Membership. If you ever want to treat someone, you can buy a gift certificate either online or in-store.

Question 7

Is pre-payment mandatory?

Accepted Answer

Pre-payment for all services is one of our policies. This ensures that your therapist gets paid for the time spent waiting in the event of a no-show, and it ensures that our business remains open to help you heal. If you are uncomfortable with giving your card information over the phone, you may book directly from our website by clicking "Book Now". If you are outside of 24-hours of your appointment, you may cancel and either get a refund or keep the payment as a credit in your Massagebook account for the next time. By default, Massagebook will make your prepayment a credit so please text us at 707-310-1237 or send an email to tuneupholisticcare@gmail.com if you'd like it refunded to your credit/debit card and we will do that manually for you.

If you're within 24-hours of your appointment and cancel, the pre-payment will be forfeited. To learn more about how to avoid fees/forfeiture please go to https://www.tuneupholisticcare.com/avoidfees .

Question 8

If I bought a Frequent User Series, is your cancellation policy the same?"

Accepted Answer

Yes, the cancellation policy applies to everyone, including those who have purchased a Frequent User Series, as well as members.  A scheduled treatment may be forfeited if given less then 24-hour notice to cancel or reschedule, or if there is a no-show.  Our booking system automatically sends out appointment confirmations and reminders in an effort to minimize missed appointments.
 
If you feel as though you may not make your appointment, there is the option to treat a friend or family member to your appointment. The Frequent User Holder must call to give us the name of the individual who will be taking over the appointment. They may take your spot so you don't lose out.

Question 9

What if I have to cancel my appointment last minute due to a family emergency?

Accepted Answer

Emergency absences will be considered on an individual basis.  You may request not to be charged for the cancelled, rescheduled, or missed session in writing within 7 days if you feel such action is warranted.  We will make the decision to honor your request on a case-by-case basis and will respond back to you in writing within 7 days.
Depending on the severity of the situation, you may want to consider the option to treat a friend or family member to your appointment by purchasing an e-Gift Card using the link above. They may take your spot so you don't lose out.

Question 10

Do you send email or text reminders for appointments?

Accepted Answer

Yes, your appointments are confirmed electronically, by email and text messaging from our online appointment scheduling software because we know how easy it is to forget an appointment you booked weeks or even months ago. From this confirmation email, you have the following options: reschedule, change, or modify your appointment (before 24 hours of your appointment) cancel your appointment (before 24-hours of your appointment) respond back by email with any changes or concerns add appointment to your calender call our office Please ensure Tune Up Holistic Care is on your "approved sender" list to ensure you don’t miss out on confirmation emails. This particular address only sends out confirmations. You will not receive any promotional emails from this address.

Question 11

I booked an appointment but did not get an email confirmation. What do I do?

Accepted Answer

If you have not received an email confirmation make sure your email isn’t filtering us. Some email providers filter messages based on content, subject line, or the sender's address and may put your email into a bulk or junk mail folder. Please ensure Tune Up Holistic Care is on your "approved sender" list so that you don’t miss out on confirmation emails. This particular address only sends out confirmations. You will not receive any promotional emails from this address. Also, If you booked online and did not see this confirmation page upon booking, then your appointment may not be confirmed and you may call (707) 562-5630.