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We understand that your time is important to you.  At Equilibrio, our goal is to have you wait less and receive consistent services. In order to keep this promise to all our clients, we use the policies below to regulate and honor time on our schedule.
We work by appointment only -- that means one client at a time.  Your appointment time has been reserved just for you. If you make an appointment with Equilibrio Massage, we do need to ask that you agree to the following. This truly helps us better serve all our clients. Life happens to all of us and we try our best to be as reasonable as possible and honor us all as complicated humans. 
Our mission is to be a customer-centered business. We know that the best customer service comes from companies that take care of their employees. Our policies here are also helping us make sure we can be an ethical employer who pays a living wage (in Southern California!) to all of our massage therapists. 
Below are our general policies. Please call or email with questions, (619) 955-6670.

All cancellations require 24-hour notice to avoid the cancellation fee regardless of whether you have purchased a series or have a gift certificate. All cancellation fees must be paid prior to any future appointments. Our online calendar system will send you a reminder via email and possibly via text -- these are subject to the quality of information you provide us (eg., typo in your email address) and your spam filters. Not receiving a reminder does not exempt you from our cancellation policies. 

Cancellation fees: Should you cancel with less than 24 hours notice, you will be charged for 50% of the scheduled service fee. This helps ensure we can pay the massage therapist whose time was reserved. 

Appointment "no show" fee: If you fail to show up for your scheduled appointment without cancellation, you are responsible for 100% of the total amount of the regularly priced session that you scheduled. This helps ensure we can pay the massage therapist whose time was reserved. 

Late Policy: If you arrive late to your scheduled appointment, we will do our best to help you receive a relaxing session. And we also need to maintain a specific schedule to meet the needs of all our clients and end the session at original "finish time." We know that massages never feel long enough whether they start on time or not, so we will do our best and pull out our secret magic tricks to make sure any shortened appointment feels as long and relaxing as possible. The full service fee will be charged.

Service Guarantee: It is our goal that every client leaves loving their treatment.  If there is ever something you are not completely satisfied with, please contact us within seven days and we will help you make a plan to resolve the issue.  Each scenario is unique, and we will do our best to come up with a solution you will be happy with. 

Payment Policy. Payment for your session is due at the end of your appointment. Equilibrio gladly accepts cash, checks, MasterCard, Visa, Discover, American Express, and ApplePay. In the event that your check is returned from the bank, an additional $30 fee will be assessed to cover bank fees incurred. All returned checks must be reconciled within 7-days.

If you are pregnant and go into labor, there is no cancellation fee. Any other exceptions to the above policies will be at the discretion of Equilibrio Massage. 


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