Question 1

How Can I Schedule an Appointment?

Accepted Answer

You can schedule and appointment online or by calling our front desk at (828)367-7280 daily between 9am - 9pm.

Question 2

What Payment Methods Do You Accept?

Accepted Answer

We accept all major credit cards. Please have a credit card ready as we do require payment in advance for all scheduled services.

Question 3

What is Your Cancellation Policy?

Accepted Answer

Individuals and Couples -
Cancellations made within a 24 hour notice of the scheduled appointment(s) are eligible for a full refund less a 4% non-refundable processing fee.
Cancellations made 2 - 24 hours in advance may pay a $25 Rescheduling Fee and will receive a service credit on their Massage Book account to be used to reschedule within 12 months. If the $25 rescheduling fee option is declined, the canceled booking will be non refundable.
Cancellations made less than 2 hours in advance of a booking will be non refundable.

Groups of 3 or more -
Cancellations made 7 days or more in advance of a booking, will receive a 75% refund. 
Cancellations made 2 - 7 days in advance of a booking, will receive a 50% refund.
Cancellations made less than 48 hours (2 days) in advance of booking will be non refundable.
Changes to all group bookings must be requested at least 2 days prior to the scheduled appointment.

Question 4

What is your "Late Client" Policy:

Accepted Answer

If a client is late for an appointment, the client will only receive table time for the remainder of their booking. If the schedule does not allow for an extension of appointment time, no adjustments to the schedule will be made to accommodate a late client. 
 
An appointment becomes a “No Show” if the client does not show up and the therapist has waited a full 30 minutes. The therapist may leave after 30 minutes if the client has not shown up. The therapist may leave after 30 minutes if the client has not shown up and will still be compensated for service time.

Question 5

What is your client "No Show" policy?

Accepted Answer

An appointment is considered a "No Show" if a client is more than 20 minutes late. In such cases, our therapists have the right to leave, and clients will not be able to reschedule or receive refunds for their missed appointments. We recommend contacting us if you anticipate being late, although we cannot guarantee service for late arrivals.

Question 6

Refund Policy:

Accepted Answer

We strive to provide the best customer service and ensure your satisfaction with every purchase. In the event that you need to request a refund, please take a moment to review our refund policy outlined below.
 
    Refund Eligibility:
Individuals and Couples - Cancellations made within a 24 hour notice of the scheduled appointment(s) are eligible for a full refund less a 4% non-refundable processing fee.
Groups of 3 or more - Cancellations made with 7 days notice of the scheduled appointment(s) are eligible for a 75% refund. Cancellations made 2 - 7 days in advance of a booking, will receive a 50% refund.
Packages of 4 Session Series are non refundable.
Gift Certificates are non refundable.
Membership credits are non refundable.
 
    Non-Refundable Processing Fee:
Please note that a non-refundable processing fee of 4% will be deducted from the total refund amount. This processing fee covers administrative costs associated with processing and handling refund requests.
 
    How to Request a Refund:
To initiate a refund request, please contact our front desk service team at (828) 357-4019.
 
    Refund Process:
Once we receive your refund request and the refund request is approved, our team will issue a refund within 24 hours.
If eligible, we will process the refund, minus the 4% processing fee.
The refund will be credited to the original payment method used during booking.

Question 7

Do Service Credits or Gift Certificates Expire?

Accepted Answer

All service credits and gift certificates expire after 1 year from the date of purchase and are non refundable. After 1 year, an expired credit or gift certificate reinstatement fee of $20 may be paid to reinstate an expired service credit or gift certificate. This will reinstate the client's service credit or gift certificate for another year.

Question 8

How Can I Cancel An Appointment?

Accepted Answer

You can cancel an appointment by calling our front desk directly between 9am-9pm daily. Cancellations must be communicated directly to the front desk by calling (828) 367-7280. If you have symptoms of COVID-19 or feel sick prior to a scheduled appointment, please call to cancel or reschedule your appointment.​
​

Question 9

How Early Should I Arrive to my Scheduled Appointment?

Accepted Answer

Clients should arrive 10 to 15 minutes before their scheduled appointment time to complete "Intake, Waiver and Client Preferences. If all required paperwork has been completed, clients may arrive 5 minutes before their scheduled appointment time.

Question 10

What is your Inclement Weather Policy?

Accepted Answer

If weather makes it unsafe for you to travel, we ask that you call or email to cancel or reschedule your appointment with 24 hours notice.​

Inclement Weather Cancellations:
All Cancellations made 24 hours in advance of a booking will receive a 100% refund.
Cancellations made 2 to 24 hours in advance will receive a 50% Refund. 
Cancellations made less than 2 hours in advance of a booking will be Non Refundable.
​
Inclement Weather Rescheduling:
The $25 rescheduling fee will be waived when an appointment has to be rescheduled due to unsafe road conditions as long as we receive the request to reschedule with 2 hour or more notice.  We want everyone to remain as safe as possible throughout bad weather.

Question 11

Are Masks Required?

Accepted Answer

No, we do not require face mask to be worn at this time.

Question 12

Will My Therapist Wear A Mask?

Accepted Answer

Mask can be worn by your therapist upon request.

Question 13

What Are Your Sanitation Policies?

Accepted Answer

Our front desk staff disinfects all high touch surface areas throughout our office daily between each client visit. Our therapists thoroughly disinfect our treatment rooms before and after every client session.

Question 14

Should I Complete Any Forms Before My Appointment?

Accepted Answer

If you are a new client, we require you to complete both our "Client Intake Form" and "Client Liability Waiver". Both forms are emailed and texted to each client upon scheduling.
​

Question 15

Where is Parking Located?

Accepted Answer

We offer free, on-site parking for all clients. Our private parking lot is located directly in behind our building and is reserved exclusively for Asheville Massage & Bodywork clients.

Frequently Asked Questions