Terms & Conditions

1. Services, Professional Care, and Consent

• Our services are professional mobile Massage Therapy and are strictly therapeutic and non-sexual.
• Massage Therapy treatments and RMT receipts are provided by Registered Massage Therapists in good standing with the College of Massage Therapists of Ontario (CMTO).
• Massage Therapy is not a substitute for emergency care, medical diagnosis, or treatment from another regulated professional where needed.
• The treating RMT will obtain informed, voluntary, treatment-specific consent as required by the Health Care Consent Act, 1996 and CMTO standards. Consent may be withdrawn at any time, and treatment will stop or change accordingly.
• You must provide complete and accurate health information and promptly disclose changes, symptoms, contraindications, medications, injuries, pregnancy, communicable illness, or other circumstances that may affect safe care.
• The RMT may modify, postpone, stop, or refuse treatment where clinically inappropriate, outside their scope or competence, consent is absent, the environment is unsafe, or professional or legal obligations require it.

2. Booking, Attendees, and Appointment Types

• Appointments are managed through Cliniko and Relax & Renew's booking, portal, telephone, and operations systems. A submitted request is not confirmed until our system or team confirms it.
• Each attendee must have their own accurate client profile, complete required intake information before treatment, and provide their own treatment consent. The person arranging a multi-attendee booking is responsible for communicating these requirements and may not provide clinical consent for another capable adult.
• Back-to-back appointments are consecutive treatments provided by one therapist. Simultaneous appointments require two therapists whose travel and treatment availability overlaps.
• A simultaneous request, waitlist request, temporary availability display, or booking hold does not guarantee two therapists. Confirmation may require practitioner coordination and a valid card on file.
• Duo and group prices are per attendee unless expressly shown otherwise. Appointment length, attendee count, treatment sequence, therapist count, and estimated start or end times form part of the confirmed booking.
• Clients must be available at the confirmed service address and provide accurate access, parking, entry, and contact instructions. Material changes may require repricing, rescheduling, or cancellation.
• We may decline or cancel a request where capacity, travel, clinical appropriateness, safety, payment protection, or service-area requirements are not met.

3. Cancellation Policy

Reserved time and travel capacity are held specifically for your booking. Unless a non-waivable statutory right applies, cancellation and material rescheduling fees are:

• A cancellation from 6 hours to less than 12 hours before the scheduled start is charged at 50% of the scheduled appointment price. A cancellation under 6 hours, a no-show, refusal at the door without a legally protected reason, or inability to begin because required access or a safe treatment space was not provided is charged at 100%. Applicable tax is added only where legally required.
• For duo, group, or simultaneous bookings, the fee applies to the reserved services and attendees affected by the cancellation. Cancelling the full booking is calculated from the full reserved booking price.
• Reducing duration, attendee count, or therapist requirements inside the notice window may be treated as a cancellation of the released portion because the reserved capacity may not be recoverable.
• We may waive or reduce a fee for a documented emergency, illness, dangerous weather, or another exceptional circumstance at our discretion. A discretionary waiver in one case does not change the policy.

4. Prices, Travel, Payments, and Insurance

• Published prices are in Canadian dollars. HST is added unless a displayed total expressly includes tax. “Starting at” means the lowest currently listed eligible option; your selected duration, service, attendee count, and travel determine the actual price.
• Prices and promotions may change prospectively. The price shown in a confirmed booking or accepted written quote governs that booking unless you request a material change or an obvious error is corrected before service.
• Travel charges may apply based on live routing, therapist origin, appointment type, attendee count, and service area. A displayed estimate can change when the address, route, therapist, schedule, or booking details change.
• Payment is due when stated in the booking or checkout and no later than completion of service unless direct billing or a written arrangement applies. Supported methods may include credit card, e-transfer, cash, and direct insurance billing.
• A card on file may be required for booking protection, simultaneous coordination, memberships, or outstanding balances. Stripe handles full card details; Relax & Renew does not store full card numbers or security codes. You authorize charges that are expressly permitted by these Terms, your confirmed booking, and applicable law.
• If payment for a completed treatment is not received within 24 hours, you authorize Relax & Renew to charge the outstanding treatment amount to the card on file, subject to applicable law and any approved direct-billing or written payment arrangement.
• Direct billing is a convenience, not a guarantee of insurer approval or payment. You remain responsible for coverage limits, prescriptions or referrals, deductibles, co-payments, declined or reversed claims, inaccurate insurance information, and any unpaid balance.
• Where direct billing is used, remaining balances are normally charged to the card on file or paid by e-transfer unless another method is approved. Insurance information may be shared with the insurer, plan administrator, TELUS Health, and their processors under your authorization.
• An RMT receipt is issued only for an eligible treatment actually provided, to the correct recipient, and in accordance with CMTO, insurer, and tax requirements. We cannot alter a receipt to misrepresent the service, provider, date, amount, or recipient.

5. Refunds, Credits, and Gift Cards

• Completed services are final and non-refundable, subject to rights that cannot legally be excluded. Concerns should be reported promptly so we can investigate. A refund, re-service, adjustment, or future credit may be offered at our discretion without admitting liability.
• Purchased monetary-value gift cards do not expire, are not redeemable for cash, and are applied to the price and applicable HST at redemption. If the service costs more than the remaining balance, the recipient pays the difference; unused value remains on the card.
• Gift cards are transferable unless restricted for fraud, promotion, or legal reasons. Treat the card code like cash. Replacement of a lost, stolen, misdirected, or compromised card is not guaranteed and requires proof of purchase and an unused verifiable balance.
• Promotional credits, complimentary offers, loyalty benefits, and service-specific certificates may have clearly disclosed eligibility or expiry terms where permitted by law. They have no cash value.
• Prepaid services and membership payments are governed by their stated terms and applicable consumer law. Nothing here removes a statutory refund or cancellation right.

6. Membership Terms

• Plan and commitment: Individual Monthly is available with a selected 3-, 6-, or 12-month commitment. The selected term is a fixed commitment and cannot be cancelled early for convenience. All monthly payments for the full term remain due, except where a non-waivable statutory cancellation right applies or Relax & Renew approves a written exception.
• Consumer rights: Any cooling-off, disclosure, delivery-of-contract, cancellation, refund, or other right provided by applicable Ontario consumer law continues to apply. If required, the enrollment confirmation and these Terms together form the written agreement.
• Billing authorization: You authorize monthly charges to the card on file during the selected term. You must maintain a valid payment method. A declined payment does not cancel the agreement or eliminate the balance due.
• Failed payments: Benefits and new credit issuance may be suspended while an account is overdue. We may retry the card, request an updated method, recover permitted costs, or pursue the outstanding committed balance through lawful means.
• Credits: Each successful monthly payment provides the treatment credit described at enrollment. Unused credits roll over while membership is active, may be transferred within the same household, and may be combined or topped up for eligible longer services under current redemption rules.
• Benefits: Active member benefits include Priority waitlist placement, preferred pricing on eligible appointments, eligible travel-fee relief when therapist drive time is under 45 minutes from the therapist's home base, complimentary hot stone or cupping upgrades where clinically appropriate and available, and announced seasonal benefits. Benefits are subject to service eligibility, capacity, safety, and availability and have no cash value.
• End of term: Renewal or any new commitment is handled through the checkout disclosure, renewal notice, or a new agreement as applicable. When membership ends without renewal, earned unused credits remain available for a 6-month grace period, after which they expire to the extent permitted by law.
• Grandfathered arrangements: A verified legacy or grandfathered plan remains governed by its recorded terms unless lawfully changed by agreement. Public plan benefits do not silently replace a grandfathered arrangement.
• Safety termination: We may suspend or terminate membership immediately for harassment, sexual conduct, threats, fraud, chargeback abuse, unsafe conditions, or serious breach. Amounts already due remain payable. The treatment of earned credits and any refund will follow applicable law and the circumstances; we will not rely on a forfeiture that is prohibited by law.

7. Mobile-Service Conditions, Conduct, and Responsibility

• You must provide a clean, private, reasonably quiet, temperature-appropriate, smoke-free, and safe treatment area of approximately 8 by 10 feet, together with safe entry, parking, lighting, and a clear route for equipment.
• Pets must be secured when requested. Children and other household members must be supervised and must not interfere with safe care. The therapist may leave immediately if a person, animal, environmental condition, weapon, illegal activity, or other circumstance creates a safety or boundary concern.
• Sexual remarks, exposure outside therapeutic requirements, advances, harassment, discrimination, threats, aggression, intoxication that affects safety or consent, or other inappropriate conduct results in immediate termination, a full charge where lawful, and possible refusal of future service or emergency assistance.
• If you are late or unavailable, the appointment may be shortened without reducing the fee so later clients are not affected. If a therapist is delayed by traffic, weather, emergencies, or prior clinical needs, we will communicate where reasonably possible and may extend, reschedule, or offer a credit at our discretion.
• Neither party is responsible for delay or inability to perform caused by events reasonably beyond their control, but payment obligations for services already provided and rights that cannot legally be excluded remain unaffected.
• You are responsible for damage caused by unsafe premises, undisclosed hazards, pets, household members, or inaccurate access instructions. Relax & Renew and its RMTs remain responsible for their own legal and professional duties. Liability is not excluded for negligence, professional misconduct, breach of privacy, or any matter that cannot legally be limited.

8. Website, Electronic Agreement, Changes, and General Terms

• You are responsible for accurate submissions, safeguarding portal and gift-card credentials, and promptly reporting suspected unauthorized access. You may not impersonate another person, access another client's information, interfere with systems, scrape protected content, submit fraudulent claims, or misuse booking, messaging, payment, or review features.
• Checkboxes, electronic signatures, authenticated actions, and confirmed online checkouts may form electronic agreements. We provide or make available the applicable terms, price, term, and transaction confirmation as required by law.
• We may update these Terms prospectively. Material changes affecting an active fixed-term membership or confirmed prepaid booking will be communicated appropriately and will not remove accrued or statutory rights without the agreement or legal authority required.
• These Terms are governed by Ontario law and applicable federal Canadian law. Ontario courts have jurisdiction, subject to any consumer right to bring a proceeding elsewhere.
• If a provision is unenforceable, it will be limited or severed to the minimum extent necessary without invalidating the remainder. A delayed enforcement is not a waiver. These Terms, the Privacy Policy, confirmed booking or checkout details, and any plan-specific written terms form the applicable agreement; a more specific confirmed term controls over a general term.