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Please arrive for your appointment 5 minutes prior to the scheduled starting time. This allows you the time to fill out the appropriate client form (new clients), change and prepare for the service. All treatment sessions have a specific time schedule and early arrival allows for a relaxed and unhurried experience. If late arrival is inevitable, your service(s) may be shortened in order to keep on schedule and the original treatment time will be charged.

Please be freshly showered and scent free when you arrive for your massage session.

***Please call/text (510) 859-8445 when you arrive so that we can greet you at the door.***

At Tonpai Thai Massage we have a 6 hour cancellation policy. 

There will be a cancellation fee for any massage sessions not canceled within the 6 hour time frame OR if you are more than 15 minutes late for your scheduled time you are considered a no show.

No show/cancellation fees are as follows:

• 60 min service no show fee is $50
• 90 min service no show fee is $75
• 120 min service no show fee is $100

A credit card will be required for all online scheduled appointments and for all first time appointments to guarantee and reserve that time for you. Your card will not be charged at the time of reservation, however you may use it to pay for services at the completion of your appointment.

If you are booking your massage within 2 hours of the actual appointment, there is no cancellation and you will be charged the full amount of the appointment.

If a client fails to cancel within 6 hours multiple times (2 or more), they will be asked to pre-pay for future services.

Remember, we value our time as well as yours, and there are many clients looking for massage appointments at the last minute. Cancellations or no-shows do cost us money. We are not only here to help you feel better but to make a living as well. Your business and health are both of importance to us.

Tonpai Thai Massage therapists are licensed professionals and held to the highest standards of the American Massage Therapy Association. Massage Therapy is a profession in which the scientific manipulation of the soft tissues of the body for the purpose of normalizing those tissues and consists of manual techniques that include applying fixed or movable pressure, holding, and/or causing movement of or to the body, with the intention of positively affecting the health and well-being of the client.

Massage Therapists do not diagnose illness, disease or any other physical or mental disorder. As such, the massage therapist does not prescribe medical treatment or pharmaceuticals nor is any spinal adjustment performed. Massage therapy is not a substitute for medical attention, and it is essential that all health information provided be true and correct. 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.

No refunds will be provided for deposits or monies paid or cancellations received less than 6 hours before a scheduled appointment.

We do not offer refunds on payments or deposits made to purchase a gift certificate, package, or pre-paid massage services.

Tonpai Thai Massage recognizes that both massage therapists and clients are vulnerable to infections and given that we ask clients to cancel appointments when they are feeling unwell and we will do the same for you. If you have any of the following contagious illnesses the massage session will be rescheduled: Diarrhea, Vomiting, Fever, Sore Throat, Poison Ivy, Flu, Chicken Pox, Head Lice, Impetigo, Ringworm, Common Cold or anything that is, or could be contagious please reschedule your appointment as soon as you are feeling ill. Cancellation fees will apply if we are within 6 hours of the scheduled appointment time. However, we can credit those fees toward your next visit (due to sickness) if the appointment is rescheduled. 

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 leave; the therapy door is never locked.

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.

Inappropriate behavior will not be tolerated. Suggestive comments, sexual innuendos, touching of a massage therapist in an inappropriate way, will result in the termination of the massage session and the client will be liable for full payment of the scheduled appointment. Requests for sexual 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 breast and genital area will not be massaged under any circumstances. Also, low back, hip & gluteal area will be massaged only with permission and can be worked through the draping if requested.

Sexual interaction or discussion of any kind between the client and the massage therapist is NEVER appropriate. 

We do not massage anyone under the age of 18 unless the parent or guardian is in the room and signs their form.

We have the right to refuse service and therapist or client may end the session at anytime. If therapist ends session due to Sexual Misconduct full payment is due.

If the therapist feels at any point their safety is compromised, the session will be stopped immediately and authorities may be called and full payment is due.

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 or private nature.

It is the responsibility of the client to keep the massage therapist informed of any medical treatment or medications 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.