Cancellation / No-Show Policy

Missed appointments are costly and prevent other patients from receiving the treatment they need. If you need to cancel or change your scheduled appointment, simply cancel your appointment 24 hours in advance by logging into your account online using the ‘Sign In’ option at the top-right of the booking page. If it is within the 24 hour window you will not be able to cancel online. With less than 24 hours notice, please email Alana directly at goertzenmassage@gmail.com. There is often a cancellation list and, with enough notice, appointments can be offered to someone else that is waiting and in need of treatment.

Missed appointments with less than 24 hours notice and no-show appointments will be charged the full appointment fee, no exceptions. This amount must be paid prior to your next scheduled appointment.

As a courtesy, automated email and/or text reminders are sent to you in advance of your appointment to remind you, if you have provided that contact information. However, this is a courtesy service and it is still your responsibility to attend your scheduled appointment in the event that the automated reminders are unsuccessful. Thank you for understanding.

If you were redeeming a gift certificate to pay for the appointment, it will be considered used and no longer valid.

COVID Protocol 

Appointments that need to be cancelled due to various COVID reasons are still subject to the 24 hour cancellation policy if Alana could have been notified about travel, close contact with a confirmed case etc. prior to the 24 hour window. If you develop symptoms or are notified of a positive test result/close contact within the 24 hour cancellation window the cancellation fee will not be charged. 

Thank you for your understanding and cooperation.