Policies

By scheduling an appointment with Maui Mobile Massage you are agreeing to the following policies:

Payment:

Full payment is expected at the time of service. Types of acceptable payments are cash, or credit card.

We do not submit billings to any insurance company.

Scheduling/Appointment Time

A credit card is required to schedule any appointment, however the sessions can be paid for with

credit card or cash at the time of the massage.

Any confirmed appointment made with Maui Mobile Massage is considered a scheduled appointment.

Confirmed appointments are binding. If you did not receive a text or email from us, your appointment is not confirmed.

Your massage therapist will arrive 15-10 minutes early to set up and be ready to begin the session on time.

If you would like the therapist to arrive earlier so you can start at a specific time, please indicate this when scheduling your appointment. Upon arrival, if the therapist receives no response at the door or by phone, they will wait up to 15 minutes. If you arrive during this time, the waiting period will be deducted from your session. After 15 minutes with no response, the appointment will be considered a no-show. Your scheduled session time begins when you meet with your therapist. If the massage must be paused for any reason at the client’s request, that time will be deducted from the session, and the full appointment fee will still apply. Due to island-related logistical challenges (such as storms, high winds, fires, or traffic), delays may occasionally occur. You will not lose any of your session time. The therapist is required to provide you with the full, complete session. If the schedule does not allow for the full duration, you will receive a discount based on the length of the delay.

Cancellation Policy:

Appointments must be booked at least 24 hours in advance. Due to the nature of mobile services, we also require a 24-hour notice for cancellations. This ensures adequate time for travel planning and meeting your preferred start time.

Our time is valuable and we booked out that time specifically for you, and we may have turned someone else away, so please be courteous and respect of our time. If you need to cancel for any reason a 24 hours cancellation/rescheduling notice is required, for any appointments.

Cancellation Fees:

Cancellations within 24 hours: A 75% fee will be charged to the card on file.
No-show or no answer when the therapist arrives: A 100% fee will be charged to the card on file.

Group Policy (6 or more people)

Cancellations within 48 hours: A 75% fee will be charged to the card on file.
No-show or no answer when the therapist arrives: A 100% fee will be charged to the card on file.
A predefined gratuity of 20% will be added automatically.

Please note: The cancellation fee is equivalent to the service rate.

No-Show Policy:

If we arrive and there is no response, the full session fee will be charged.

Rescheduling Policy:

To reschedule, please call or text us within 24 hours to avoid cancellation fees.
If same-day rescheduling is not possible, we will arrange another appointment within the same week at no additional charge.
Rescheduling requests made less than 24 hours in advance and extending beyond one week may incur a cancellation fee.

Unusual Circumstances:

If you are feeling unwell or exhibiting symptoms, please notify us immediately. Last-minute cancellations due to illness may still result in a fee.

We prioritize cleanliness and safety to prevent contamination and protect you and your loved ones.

No Session Splitting:

Our massage sessions are designed for single appointments and cannot be split.

Each massage session is intended for a single appointment and cannot be split to multiple clients or divided into a separate time blocks. This policy guarantees you receive the full therapeutic benefits of your session without interruptions and ensures delivery of high-quality treatments aimed at overall wellness. We offer a range of massage durations-60, 75, and 90 minutes-designed to guarantee you receive the personalized care you deserve.

*********** CODE OF ETHICS **********

PRIVACY
We value your privacy. We will never give, lease, sell, or otherwise disclose your personal information - period. Any information you give to Massage Therapist will be held with the utmost care, and will not be used in ways to which you have not consented.

SCOPE OF PRACTICE

Maui Mobile Massage are licensed professionals and held to the highest standards by following the Hawaii State Board rules and regulations.
Massage Therapy is a profession in which the practitioner applies manual techniques, and may apply adjunctive therapies, with the intention of positively affecting the health and well-being of the client.
Massage Therapists do not diagnose or prescribe for medical conditions nor are they allowed to provide treatment for a specific condition without a doctor's supervision. The massage therapist is required to refer you for diagnosis and to follow recommendations of your physician.

RESPECT FOR CLIENT NEEDS AND BOUNDARIES

The Massage Therapist are happy to adjust pressure, temperature, musical volume, work longer

on an area or move on if you request it.

The client may choose to: leave on as much clothing as needed for comfort, refuse any massage methods, stop massage at any time and is free to stop their sessions.
The client will always be modestly draped. Only the area being massaged will be undraped. The clients will be kept informed of the area to be massaged.
Occasionally, an emotional response to massage occurs. If this happens, it is ok to express the feelings in our safe, nonjudgmental environment - or you may request privacy and end the session. You are in control.

PROFESSIONAL BOUNDARIES

Requests for inappropriate activity will not be tolerated, will be viewed as solicitation, and reported to the proper authorities under the guidelines of the massage therapy policies and procedures. The client will not be rescheduled if this occurs.
The breast and genital area will not be massaged under any circumstances. Permission will be asked before working close to these areas; otherwise, a professional distance will be maintained. Also, low back, hip & gluteal area will be massaged only with permission and can be worked through the draping if requested.
Licentious behavior or discussion of any kind between the client and the massage therapist is NEVER appropriate. On rare occasions an involuntary response to massage is natural and will subside on its own in a few moments.
We do not massage anyone under the age of 18 without the approval of accompanied adult.

CONFIDENTIALITY AND CONVERSATION

The discussion between the massage therapist and the client is confidential. The client may or may not choose to talk during the massage.
We are happy to listen to your conversation and share our professional expertise.
We prefer to not discuss topics of a political, private or inappropriate actions.

EXISTING AND NEW MEDICAL CONDITIONS

It is the responsibility of the client to keep the massage therapist informed of any medical treatment currently being taken, and to provide written permission from the physician, chiropractor, physical therapist, etc., that the massage may be continued.
The client must also keep the massage therapist informed of any changes in health conditions.
For clients undergoing chemo and radiation therapies - The Swedish Massage or Cranial Sacral is just for you. Please note that we require a doctor's note that states the doctor is aware of and agrees to the desired treatment.