Policies & Procedures


Massage Treatments

It is important that both the client and the therapist have a clear understanding of the massage therapy policies and procedures.

As a new client you need to be informed about Massage Therapy policies in order to provide informed consent prior to the massage session. In Balance holds these policies and procedures to a very high standard and therefore have posted them on our website for your convenience.

APPOINTMENTS: Massage appointments are by appointment only.  We are available Monday through Saturday from 8:00 A.M. until 8:00 P.M. To ensure appointment availability, we suggest a regular series of appointments be scheduled.

CANCELLATION POLICY: It is requested that you cancel your appointment 24 hours in advance or pay a $25 re-booking fee to reschedule.  You may call and leave a message to cancel or reschedule your appointment online via our In Balance APP, MINDBODY or through the In Balance website www.inbalancewellness.com.au

Clients who fail to show up for their scheduled appointment time will not be scheduled for future appointments unless they pay in advance. Pre-paid appointments and Gift Certificates will incur a $25 re-booking fee for cancellations with less than 24hour notice.  Gift certificates will be forfeited for no shows.

LATENESS POLICY: We request that you arrive 5 minutes early for your appointment. If you arrive 5-10 min late for your appointment, the time left will be used to its best advantage.  If you arrive 15mins or later without calling you will be considered a NO SHOW and you will be charged and/or shall forfeit any gift certificate or pre-paids. In Balance will make an attempt to contact the client, if no answer, we will leave a message and your scheduled time will be released for rebooking.  The client can rebook a pre-paid appointment at a later date by paying a rebooking fee of $25.

If the massage therapist is late for the appointment, the client will receive their full treatment, if the massage therapist is running more than 15mins late the client will receive a discount for their massage session.

SICKNESS POLICY: In Balance recognises that both massage therapists and clients are vulnerable to infections and therefore ask clients to cancel appointments when they are feeling unwell.  If you have any of the following contagious illnesses the massage sessions will be rescheduled: Diarrhoea, Vomiting, Fever, Chicken Pox, Measles, Mumps, Meningitis, hepatitis A, Conjunctivitis, Rubella, Head Lice, Impetigo, Influenza, Meningococcal Disease, Polio, Ringworm of the body, feet or scalp, Scabies, Thrush, Whooping cough and the common cold.

SANITATION AND HYGIENE: Our massage therapy policies on sanitation are that all equipment and linens that come in contact with the clients will be cleansed in an approved method.  

Before and after each massage, the massage therapist's hands and forearms will be washed with hot soapy water and a disinfecting solution.  Any breaks in the skin of the massage therapist will be covered with protective coverings.

The client will come to the massage therapy appointment clean.  The client will inform the massage therapist of any breaks in the skin, and these areas will be avoided.

SCOPE OF PRACTICE: Therapeutic massage is intended to be a health enhancing system that promotes body balance and efficient body function.

Massage stimulates the natural restorative processes of the body and mechanically reduces muscle tension.  These methods may not be used to diagnose or treat any specific, preexisting condition without written permission from your physician.

If any situation that may arise during the massage session and if the therapist feels you should be evaluated by another professional - it is our intent at In Balance Wellness Studio and under the massage therapy policies to refer you to your personal health care physician.

Massage therapist do not work within the parameters of licensed medical Professional.  Therefore, massage therapist do not diagnose or prescribe for a particular body dysfunction nor are they allowed to provide treatment for a specific condition.

Massage therapy is a maintenance system, and the benefits are cumulative.  It is best to receive a one-hour massage every 1- 4 weeks to reduce the physical stress that builds in the body. Occasional appointments provide temporary symptomatic relief, but the cumulative effects of therapeutic massage are lost if massage therapy is not used on a regular basis. 

RESPECT OF CLIENTS BOUNDARIES: In this partnership, it is important that the client is honest and open with the massage therapist.  Feedback about the effectiveness of the work, situation that may have been uncomfortable for you, massage techniques that you enjoyed, massage techniques that you did not like, etc., is very important:

Is there a body area that you would like me to avoid?

Would you prefer that I not use a certain type of oil or cream?

Do you or do you not enjoy music during the massage? What type?

Please feel free to share this information with us, as you become aware of it. 

Respect for client’s boundaries is very important.  To maintain respect for each client and establish professional boundaries the following massage therapy policies apply:

The client may choose to leave on as much clothing as needed for comfort.

The client will always be modestly draped.  Only the area being massaged with be undraped.  The clients will be kept informed of the area to be massaged.

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.

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

Requests for sexual activity will NOT be tolerated, will be viewed as solicitation, and reported to the authorities under the guidelines of the massage therapy policies and procedures.  The client will NOT be rescheduled if this occurs.

Children, under the age of eighteen will not be seen without a parent or guardian present in the therapy room unless parent or guardian consent is given.

The therapy room door is never locked.

The client may stop the massage at any time and is free to leave

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.

It is inappropriate for a massage therapist to discuss the therapist's personal life with the client.  We are happy to listen to your conversation and share our professional expertise. 

We may be required to release records under a court order, or to your doctor. 

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.

INFORMED CONSENT: The intake session provides time for the massage therapist to discuss each section of the massage therapy policies contained in this website.

Prior to each massage session, the treatment plan will be discussed with you.  At your first contact you will be directed to our website to review our policy and procedures and your signature on the consent form will acknowledge that you have done so and agree with and agree to comply with the professional massage therapy policies and procedure.


In Balance Classes

Bookings & Payments: Payment is due at the time of booking to hold your space in the week. Bookings are required through our In Balance website www.inbalancewellness.com.au, our personalised In Balance APP or through MINDBODY.

Please note we have the In Balance APP for you to download to make booking and cancelling easy and convenient. We encourage all clients to use this APP in the future. Please download this APP onto your phone. If you have any troubles please to do hesitate to contact us.

We prefer clients to book classes before the class is scheduled to commence, this gives our teachers ample time to plan for your class and numbers attending.

You can book your classes up to 4 weeks in advance. Members are allowed to book one class per day.

In Balance will accept clients booking into classes on arrival as long as the classes are not full capacity or have not yet started on the scheduled time.

Pre-Opening Offers which include classes only allow one class per day.

You need to however cancel 12 hours prior to a class commencing. If you cannot make the scheduled class, It is your responsibility to remember your booked classes, times and to reschedule.

Class Passes & Expiry/Memberships: All passes must be completed prior to expiration, no exceptions. The passes already include a 1 month extra expiry date (3 months total) to allow for time away or cancelled classes. We encourage consistency as this achieves results with your training or practice. You may book as many classes as you would like on any day, each class will count towards one class on your pass.

We reserve the right to substitute teachers, change classes or cancel classes without prior notice. If canceling a class occurs you will be given full credit.

Cancellation, Missed Classes & No Shows: As a courtesy to our staff, teachers, trainers, students and clients, we require at least 12 hours notice when cancelling a group class. It is your responsibility to cancel via our In Balance website, In Balance APP, MINDBODY or through ringing the studio. Any class cancelled or missed with less than 12 hours-notice will result in a charge or loss of that class. If you are late for your class, the class will start on the scheduled time and will still end at the time scheduled. Please note we have the In Balance APP for you to download to make booking and cancelling easy and convenient. We encourage all clients to use this APP.

Please download the In Balance APP onto your phone.

STUDIO Etiquette: In Balance classes encourage a place of focused energy. Please respect the wishes of others and their desire to experience Yoga, Pilates, Barre and Meditation in a calm, focused atmosphere.

Make sure your noise level does not disturb others.

Please switch phones onto silent or vibrate and are to be left either in the locker area or a place where they are not affecting other peoples experiences.

Towels, yoga mats, straps, blocks, bolsters and Pilates props are complimentary as part of the In Balance experience.

You are welcome to bring your own.

In Balance is not responsible for broken, lost or stolen items.

For hygiene purposes please wipe down the equipment after use & spray with disinfectant provided.