Frequently Asked Questions
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Q: Is your online scheduling system up-to-date?
A: Yes — our online scheduling is real-time. If an appointment shows as available, it's available.
Q: Can I just call to schedule?
A: Of course! Call or text us at 517.492.7535.
Q: How do I book an appointment online? A: Booking is quick and easy through our Mangomint-powered system — no apps, no passwords, no accounts to create. Just click any "Book Now" link on our website, choose your service and therapist, pick a time, and confirm. You'll receive an immediate confirmation via email or text. If you don't get a confirmation, your appointment didn't go through — try again or give us a call.
After your first booking, you'll have access to a client portal where you can view upcoming appointments, check your membership or package balance, update your information, and rebook with your favorite therapist.
Q: Can I book a couples massage online?
A: Yes! Our scheduling system allows you to book a couples massage online.
Q: Can I request a specific therapist?
A: Absolutely. When booking online, you can select your preferred therapist. If you're booking by phone, just let us know who you'd like to see.
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Q: What should I expect at my first visit?
A: Before your first visit, you'll complete our intake form — it asks about your health history, areas of concern, and goals for your session. When you arrive, check in at the front desk and feel free to settle into the Zen Den with a cup of coffee, tea, or cocoa while you wait. Your therapist will come get you, review your intake together, and make sure they understand what you're looking for before your session begins.
Q: Do I have to get undressed for a massage?
A: We typically have clients undress for massage, as clothing can limit what your therapist can do — especially for deeper or more targeted work. That said, you are always in control of your comfort level. You will be professionally draped with a sheet and blanket at all times, and only the area being worked on is uncovered. If you prefer to leave some clothing on, just let your therapist know.
Q: Why do I have to fill out all of those questions just to get a massage?
A: That's our intake form, and we need it completed before your first service so we can work on you safely and effectively. Your answers tell us what techniques to use, what areas to focus on or avoid, what pressure is appropriate, and whether any health conditions require us to modify our approach. It's not busywork — it's how we make sure your session is tailored to you. (Curious about why we ask what we ask? Check out our blog post: Why We Ask SO MANY QUESTIONS.)
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Q: Do I have to pay before my service?
A: You can pay in advance if you'd like, but it's not required. We do require a credit or debit card on file to reserve your appointment. Your card is only charged if you no-show or late-cancel (see our cancellation policy below).
Q: Do you take health insurance?
A: No. And here's the honest truth about massage therapy and insurance: even when your doctor "prescribes" massage, your insurance company almost certainly won't cover it. Most insurers include a loophole requiring that the massage be performed by a chiropractor or physical therapist — professionals who don't perform massage therapy — which means the coverage effectively doesn't exist. Your doctor doesn't decide what's covered. Your insurance company does. And they've designed it so they don't have to pay.
Upon request, we will provide receipts for self-submitting a claim to your insurance company. We do accept HSA and FSA cards.
Q: If I buy a package or membership, can I share it with someone?
A: Yes — packages and memberships can be shared with up to two people. We just need a quick authorization form on file so we have your written consent. Complete the sharing authorization here: https://mangomint.co/GMWspb. If you'd like more people to have access, gift certificates can be purchased using accumulated sessions.
Q: Can I buy a gift certificate online?
A: Yes! You can purchase one through our website or by phone. Gift certificates can be mailed or emailed to the recipient.
Q: Can I use an expired gift certificate?
A: Yes — an expired gift certificate is still worth the dollar amount that was originally paid for it. However, expired gift certificates are redeemed at current rates, which may be higher than when the certificate was purchased. If the certificate was purchased during a promotion or at a discounted price, the credit reflects what was actually paid — not the retail value of the services it was originally intended to cover. For example, if a bundle was purchased on sale for $135 and rates have since increased, the expired certificate is worth $135 in credit toward services at today's prices.
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Q: Do you offer massage for minors?
A: Generally, we don't work on clients under 18 — but we'll make exceptions if there's a good reason, like a sports injury or a therapeutic need supported by a physician. If your teen is approved for massage, a parent or legal guardian must be in the room for the entire session. You're welcome to step out while they change, but once the session starts, you stay. This protects your child, our therapist, and everyone's peace of mind.
Q: Is your business LGBTQ+ friendly?
A: We welcome all people through our doors and assure you that you will be treated with respect, safety, and comfort. Same-sex couples are welcome to book couples massages. We are experienced in working with transgender and non-binary clients and will always respect your identity, your pronouns, and your boundaries. If there's anything we can do to make your experience more comfortable, please let us know.
Q: Is Health & Harmony available for on-site massage?
A: We don't make house calls, but we are happy to provide chair or table massage at your corporate event, private party, or community event. Visit our On-Site Massage page for details.
Q: What is MLD?
A: Manual Lymphatic Drainage is a gentle, specialized technique that helps move lymphatic fluid out of swollen or congested areas. It's used for cancer recovery, post-surgical swelling, autoimmune conditions, lymphedema management, and general wellness. MLD requires a screening questionnaire before scheduling. Visit our MLD page to learn more and complete the screening.
Q: Do you offer "happy endings"?
A: No. There is no secret menu, no code words, and no wink-wink services. This is a therapeutic wellness center staffed by licensed professionals. Every therapist here has earned their license through extensive education and clinical training. Requests for sexual services will result in immediate termination of your session, full charges applied, and a permanent ban from our practice. We take this seriously because our therapists' safety and professionalism are non-negotiable.
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We get it — life happens. But when you book an appointment, we reserve that time, that room, and that therapist exclusively for you. A last-minute cancellation, reschedule, or no-show means that spot goes unfilled, and our therapist doesn't get paid for the reserved time.
24-HOURS NOTICE: If you need to cancel or reschedule, please give us at least 24 hours' notice. There's no charge when you do.
LATE CANCELLATIONS & RESCHEDULES (LESS THAN 24 HOURS): Rescheduling within 24 hours of your appointment has the same effect as a late cancellation — the therapist is still left with an unfilled spot. A fee of 75% of your scheduled session price will be charged to the card on file.
NO-SHOWS: A missed appointment — whether forgotten or intentional — is charged at 75% of the session price.
IF WE CAN FILL YOUR SPOT: We do our very best to fill abandoned appointments. If we're able to fill the spot with a comparable booking, the late cancellation fee is waived. If the spot is partially filled, the fee is prorated. The more notice you give us, the more likely we are to fill it — 20 hours gives us a real chance; 2 hours usually doesn't.
DON’T WAIT UNTIL WE OPEN TO LET US KNOW. Everything is time-stamped. We can see voicemails, text messages, and emails regardless of whether we're in the office. If you know at 4 AM that you can't make your morning appointment, tell us at 4 AM. The earlier we know, the better our chances of filling your spot — and waiving your fee.
LATE ARRIVALS: If you arrive late, your session will still end at the originally scheduled time so we don't delay the next client. You'll receive the full quality of care for the remaining time, but we can't extend the session.
APPOINTMENT REMINDERS: We do our best to send automated reminders via text or email, but please don't rely solely on them. Technology isn't perfect, and ultimately your appointment is your responsibility.
ILLNESS POLICY: If you're sick, please don't come in — for your sake and for ours. Cancel or reschedule as soon as you know you can't make it.
We understand that getting sick isn't something you plan. But our cancellation policy still applies, because the therapist's time was still reserved and they've still lost the opportunity to see another client. The more notice you can give us, the more likely we are to fill your spot — and if we can fill it, we'll waive the fee.
What we ask is that you don't wait. If you wake up feeling terrible, let us know immediately — don't wait until an hour before your appointment to cancel when you've known all day that you weren't coming. A few hours can make the difference between us filling your spot and your therapist sitting in an empty room.
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We are licensed, professional healthcare providers. Inappropriate calls, messages, or requests for sexual services will not be tolerated. Such behavior will be documented, reported, and may result in involvement of law enforcement.
Still have a question?
Call or text 517.492.7535 or email info@healthharmonymassage.net