Terms Of Service

Terms and conditions

Our goal is to provide you with a professional in-home massage experience. We encourage you to familiarise yourself with our terms and conditions to avoid disappointment or confusion.  If you have any queries or concerns, please feel free to get in touch.

1. Appointments and bookings

Appointments can be made via the website, email or phone.

New clients are required to book the ‘initial treatment’ option which allows our therapist to conduct a detailed consultation and get to know you and your complaints.

Your appointment time will be confirmed at the time of booking. The therapist generally arrive 5 minutes prior to the start time so that they can begin the treatment on time. Please be ready for your treatment at the appointed time, allowing the therapist to make their next appointment on time. 

2. Cancellation and Rescheduling Policy

We understand that life can be unpredictable, and sometimes plans change. However, we kindly ask that you respect our time and notify us as soon as possible if you need to cancel or reschedule your appointment. This allows us to accommodate other clients who may be in need of a treatment.

To ensure fairness for all our clients and therapists, we have a strict cancellation policy:

• 24 hours notice: To avoid any fees, please notify us at least 24 hours before your scheduled treatment if you need to cancel or reschedule.

• Less than 12 hours notice: A 25% cancellation fee will apply for any changes made less than 12 hours before your appointment.

3. Travel

• Muscleflow is based in the Whittlsea City Council, and our published fees are based on home addresses within a 20km radius of the Whittlsea City Council.

• Treatments beyond the 30km radius will incur a $10 travel fee.

• Treatments beyond 40km will incur a minimum of $20 for a travel fee.

• Travel Fees will be discussed via email or phone once you have made your booking.

4. Confidentiality

All of your personal information is safe and secure. We will never share your information to another party, unless required by law.

5. Consent to Treatment

You hereby request and give consent to our therapist to perform all necessary examinations, assessments, therapy, and treatment procedures in accordance with their professional training and understanding of your concerns or injury. You understand that our therapist needs all necessary information in-relation to your complaints, health, and medical background so our therapists can provide you with the best possible treatment plan and care. You cannot expect the therapist to have foreseen any previous or pre-existing conditions that you have not mentioned. You understand that massage may provide benefits for certain conditions, but results are not guaranteed. These benefits may include relief of muscular tension, relaxation, reduction in the symptoms of stress-related conditions and provision of general wellbeing. You understand that massage therapy may produce side effects such as muscle soreness, mild bruising, increased awareness of areas of pain and light-headedness amongst other possible temporary outcomes. You are aware that the therapist does not diagnose illnesses, prescribe medications nor physically manipulate the spine or its immediate articulations. Your therapist understands that each client has the right to question procedures used and to receive an explanation of any procedures that the therapist performs. You will tell the therapist about any discomfort experienced during the therapy session and understand that the therapy will be adjusted accordingly.