Policies & Information

Booking, Cancellations & Late Arrivals

Your appointment time is reserved especially for you. At least 24 hours’ notice is required to cancel, reschedule, or shorten an appointment.

Changes made with less than 24 hours’ notice may be charged up to the full fee of the original booking. Missed appointments will be charged the full appointment fee. If you arrive late, your appointment will still end at the scheduled time and the full fee will apply.

Life happens. Fees may be reduced or waived in cases of illness, emergency, a first occurrence, or other exceptional circumstances at KIN’s discretion. Repeated late changes, cancellations, or missed appointments may require prepayment for future bookings.

120-Minute Appointments

A $100 deposit is required to reserve a 120-minute appointment and is applied toward the appointment fee.

If the appointment is cancelled or changed with at least 24 hours’ notice, the deposit may be refunded or applied as a credit toward a future booking.

Changes made with less than 24 hours’ notice and missed appointments are subject to KIN’s cancellation policy. The deposit will be applied toward any cancellation fee owing.

Payment, Receipts & Gift Certificates

Payment is due at the beginning of your appointment. KIN currently accepts cash and e-transfer.

Receipts are provided once payment has been received. Direct billing is not available, and clients are responsible for confirming their insurance coverage and submitting receipts for reimbursement. Cancellation and missed-appointment fees are not eligible for insurance receipts.

Any unpaid treatment or cancellation fees must be settled before your next appointment.

Payments for treatments that have already been provided are non-refundable.

Gift certificates are sold by dollar value, are transferable, and do not expire. Gift-certificate purchases are final sale except where required by law.

Illness & Closures

Please reschedule if you are feeling unwell, including if you are experiencing a fever, vomiting, diarrhea, a contagious illness, or symptoms that would make massage unsafe or uncomfortable. If you arrive unwell, treatment may be modified, postponed, or declined.

If KIN needs to cancel due to practitioner illness, unsafe weather, or an unexpected closure, you’ll be notified as soon as possible and no fee will apply.

Health, Safety & Scope of Practice

Please provide complete and accurate health information and let KIN know about changes that may affect your care, including new symptoms, injuries, diagnoses, medications, pregnancy, procedures, or changes in your overall health.

Treatment may be adapted, postponed, or declined when it is not indicated or when additional information or medical guidance is needed.

Massage therapists do not diagnose medical conditions, prescribe medication, or replace medical care. When your needs fall outside KIN’s scope of practice or training, referral to another qualified healthcare provider may be recommended.

Service-Specific Information

Prenatal Massage

Prenatal massage is available throughout pregnancy. Positioning, pressure, techniques, and supports are adapted for comfort and safety. Please share any pregnancy-related changes, concerns, complications, or medical recommendations that may affect treatment. Additional medical guidance may be requested when appropriate.

Therapeutic Cupping

Cupping uses moving or stationary suction cups as part of massage treatment. It may cause temporary redness, circular marks, tenderness, bruising, skin irritation, and, less commonly, blistering. Cupping may not be appropriate for every client, health condition, medication, or area of the body and can be adjusted or stopped at any time.

Hot Stone Massage · Coming soon

Hot stone massage uses heated stones as massage tools and may include placing stones on supported areas of the body. Temperature, placement, and treatment time are adjusted to your comfort and health needs. Hot stone treatment may not be appropriate with reduced sensation, heat sensitivity, certain circulatory conditions, skin concerns, or other relevant health considerations.

Consent, Draping & Treatment Boundaries

Consent at KIN is informed, voluntary, and ongoing. Before treatment, we’ll discuss the areas being treated, approach, positioning, clothing, and draping. You can ask questions, decline or change any part of treatment, or stop the session at any time.

You may undress only to your comfort level and will be given privacy to change. Secure draping is used throughout treatment, with only the area currently being treated uncovered. The genital area and gluteal cleft remain covered at all times. Treatment over clothing or through the drape is always an option.

Specific consent will be requested before treating sensitive areas, which may include the chest wall, abdomen, gluteal region, upper inner thigh, or anterior hip. KIN does not provide breast-tissue or groin treatment.

Your comfort, privacy, boundaries, and choices will be respected throughout your care.

Child & Youth Massage

Children and youth are welcome at KIN. Care is adapted to the young person’s age, maturity, needs, comfort, and ability to understand the proposed treatment.

Parent or legal guardian consent will be obtained when required, but the young person’s own consent is always required and respected. Treatment will not begin, or will stop, if they do not wish to participate, appear uncomfortable, or withdraw consent.

Support Persons

Appointments are generally limited to the client and therapist. If a support person or interpreter would help you participate safely or comfortably, please contact KIN before your appointment so arrangements can be discussed.

Friends, family members, and other guests who are not attending in a support role should not accompany clients into the treatment room. If a child needs to accompany an adult client, they must be supervised by another responsible adult who is not receiving treatment.

Professional Conduct

KIN is committed to a safe, respectful, and professional therapeutic relationship. You may end treatment at any time. KIN may also modify, decline, or end treatment when consent, safety, professional boundaries, or the ability to provide appropriate care is compromised.

Treatment will end immediately in response to sexual requests or behaviour, deliberate inappropriate contact, threats, harassment, abuse, or other conduct that compromises safety. Future care may be refused, and serious incidents may be reported to the appropriate authorities.

Care may also be declined or discontinued when a client is impaired, their needs fall outside the therapist’s scope or training, treatment is no longer appropriate, or policies or payment obligations are repeatedly disregarded.

Privacy & Communication

KIN collects only the personal and health information reasonably necessary to provide care, manage appointments and payments, issue receipts, and meet professional or legal obligations.

Your information and treatment records are kept confidential and stored securely. Information is not shared without your consent except where permitted or required by law.

Email and text may be used for administrative communication such as appointments, receipts, and forms. Because electronic communication cannot be guaranteed completely secure, sensitive health information should be shared through KIN’s secure forms or discussed directly whenever possible. Social media messaging should not be used for private health information or urgent concerns.

Feedback & Concerns

Questions, concerns, and feedback are always welcome. If something about your experience didn’t feel quite right, or there’s something you’d like to talk through, please reach out by phone or email.

Your comfort and experience matter to me, and I appreciate the opportunity to listen, answer questions, and address concerns where I can.

I’m also always happy to hear what worked well and what could make your experience at KIN even better.