FAQ & Policies | Zenko Massage

FAQ

Is massage appropriate for everyone?
Massage is generally safe, but certain conditions may require modifications or a physician's referral. We require all new clients to fill out a health intake form prior to their scheduled appointment and your therapist will discuss any health concerns with you during your initial visit so that your session can be adjusted accordingly.

Do you provide massage for minors?

Yes, we provide therapeutic massage for clients under the age of 18. However, a parent or legal guardian must be present in the treatment room for the duration of the session and must sign a consent form prior to the start of the appointment.

Which type of massage should I choose?

Relaxation massage is recommended for those who are seeking a spa-like experience and prefer long, broad, flowing strokes with light to medium pressure. Clinical massage is recommended for those who are seeking targeted pain relief or generally prefer firmer and more pin-pointed pressure.

Is the clinical massage painful?

While some therapeutic work can be intense, it should never be painful. Open communication is encouraged throughout every session. If the pressure is too much or not enough, please let your therapist know so that they can adjust it accordingly. On a 1-10 scale with 1 being feather-light and 10 feeling ready to jump off the table, the ideal therapeutic pressure is a 5 or 6.

How long of a session should I schedule?

30-minutes is recommended for specific and targeted work in 1-2 areas of the body.

60-minutes is recommended for an upper or lower body focused clinical massage or a full-body relaxation massage.

90-minutes or 2-hours are recommended for any full-body massage.

Where should I park?

There is ample parking available directly in front of the building and in the back row of parking spaces along the lot. Once you come through the main entrance, feel free to take a seat in the waiting area and make yourself comfortable. Your therapist will come out to greet you and bring you back to the treatment room when it is time for your appointment.

What should I expect at my first appointment?

We recommend that you arrive 5-10 minutes before your scheduled appointment time to discuss your goals for the treatment, your health history, and any other special considerations for the session. This ensures that the session is tailored specifically to your needs. If it is your first time receiving massage, your therapist will explain the process and answer any questions you may have during this intake.

How much should I undress?

You should undress to your level of comfort. Many people leave their undergarments on, while others undress completely. Regardless of your choice, you will be professionally draped with a sheet and blanket at all times, and only the area being worked on will be uncovered. Compressive techniques will be applied over any clothed areas.

How often should I get a massage?
Frequency depends on your unique goals. If we are addressing a specific injury or chronic postural patterns, a targeted treatment plan with more frequent visits may be recommended. For maintenance and preventative care, one session every 4–6 weeks is generally recommended. However, you are always welcome to book on an as-needed basis as your schedule allows.

What is your cancellation policy?

We kindly ask for a minimum 24-hour notice to allow us enough time to offer the opening to a client on our waiting list. Cancellations or rescheduling requests made within the 24-hour window will be charged 50% of the service fee. No-call no-shows are charged 100% of the service fee. We appreciate your understanding in helping us maintain a sustainable schedule.

What if I’m feeling sick?

If you have a fever, a cold, or are generally feeling unwell, please reschedule your appointment. Massage is contraindicated until you have been without a fever for 48 hours to prevent worsening of symptoms and prevent the spread of illness. We strive to maintain a healthy environment for everybody.

What if I'm running late?

We understand that life happens. If you arrive late to your appointment, your session will still end at the scheduled time to honor the next client's appointment and the full session fee will still apply. Your therapist will be sure to optimize the remaining time that you have together to address your needs for the session.

What does "all-inclusive pricing" mean?

It means there are no hidden fees, upcharges, or surprise taxes at checkout. We have set our prices as a flat rate to ensure a simple, stress-free experience from the moment you book until you walk out the door. This also means all enhancements, such as cupping and aromatherapy, are included in the base rate with the exception of hot stones.

What forms of payment do you accept?

We accept all major credit cards, debit cards, contactless payments (Apple Pay/Google Pay), and cash. HSA and FSA cards are accepted for clinical massage sessions. We recommend checking with your provider to see if a letter of medical necessity is required for reimbursement.

Do you accept insurance or HSA/FSA cards?

We do not bill insurance providers directly. However, we do accept HSA (Health Savings Account) and FSA (Flexible Spending Account) cards for payment for clinical massage sessions. We can also provide a detailed receipt (Superbill) upon request if you wish to seek reimbursement from your insurance provider independently.

Do I need to tip my therapist?

At this practice, the rate you see is the rate you pay. Gratuity is neither expected nor required and will not be solicited.

If you have a question that isn't answered here, please feel free to reach out. Your comfort begins long before the session starts.

POLICIES

Payment Policy

Zenko Massage LLC operates on an all-inclusive, flat-rate pricing model. The rate listed at the time of booking includes all taxes and applicable enhancements. To maintain a professional environment and fair living wage, gratuity is neither expected nor solicited. Payment is due at the time of service via credit/debit card, contactless payment, or cash.

Cancellation & No-Show Policy

Your appointments are very important to us and are reserved especially for you. We understand that life happens and schedules change. However, to ensure that we can continue to serve the community effectively, we kindly ask for a 24-hour notice for any cancellations or rescheduling. This allows us to offer the time slot to another client on our waiting list.

Late Cancellations: Cancellations made within 24 hours of the appointment will be charged 50% of the full service fee.
No-Shows: Failure to arrive for a scheduled appointment without notice will result in a charge of 100% of the full service fee.

Late Arrival Policy

Your session begins at the time of your scheduled appointment. We ask all clients to arrive 5-10 minutes early to allow time for the intake process. If you arrive late, your session will be shortened to ensure the next client can begin on time, while the full service fee will still apply. Your therapist will optimize the remaining time to address your primary goals for the session.

Sick Policy

To maintain a healthy environment, please reschedule if you have a fever, a cold, or are feeling generally unwell. Clients must be fever-free for at least 48 hours before receiving a massage. Massage increases circulation and can worsen symptoms or spread illness. Your therapist reserves the right to reschedule the session if a client arrives with visible contraindications.

Safety & Sanitation Standards

Your health and safety are our highest priority. We adhere to strict hygiene protocols:

Fresh, professionally laundered linens are used for every client.
All equipment is disinfected between every session using hospital-grade cleaners.
The therapist practices thorough hand-washing before and after every treatment.

Informed Consent & Intake Disclosure

Before your first session, you are required to complete a health intake form. It is the client’s responsibility to provide accurate health information and to update the therapist on any changes in health or medications. All treatments are based on the information provided, and the client consents to receive therapeutic massage as discussed during the intake.

Zenko Massage LLC is committed to protecting your personal and health information. All intake forms and session notes are stored on a secure, HIPAA-compliant platform. Your information will never be shared with third parties without your express written consent, except as required by law.

Scope of Practice

Massage therapy is not a substitute for medical examination, diagnosis, or treatment. Clients are encouraged to see a primary care physician for any ailments. Please note that prenatal/pregnancy massage is not currently offered at this practice.

Professional Conduct

All services are strictly therapeutic and non-sexual. Any illicit remarks, suggestive behavior, or sexual advances will result in the immediate termination of the session. In such events, the client will be charged the full service fee and will be permanently banned from the practice.

Right to Refuse or End a Session

We strive to create a space of mutual respect. Both the therapist and the client have the right to end a session at any time if they feel uncomfortable, unsafe, or if the treatment is no longer therapeutic.

Minors

Clients under the age of 18 are welcome but must be accompanied by a parent or legal guardian for the duration of the session. A specific minor consent form must be signed by the parent or guardian prior to treatment.