• Appointments can be scheduled using the online booking system. Sessions are by appointment only (no walk-ins).

• A valid credit card is required to reserve your appointment time. With your permission, this card can be used for streamlined payment at time of service. This card will be charged in the event of a no-show or late cancellation. See our Cancellation + Rescheduling policy below for details.

• Payment is due at the time of service and can be made via credit/debit card, cash, or gift card.

• Gratuity: We do not accept tips.

• Session times: If clients arrive late, they will receive whatever time remains of their appointment, and they are still responsible for paying the full session fee.

• Intake forms: Please fill out your intake forms (linked in your initial confirmation email) at least 24 hours before your first appointment.

24 Hours’ Notice Required

We require at least 24 hours’ notice for any cancellation or rescheduling. To cancel or reschedule an appointment, you may do any of the following:

• Use the “Change Appointment” link in your confirmation email. (If it’s less than 24 hours before your appointment, this option is not available.)

• Email us at hello@cocoonpdx.com.

• If you are sick or symptomatic, email us by 8:00 am on the day of your appointment, and we will waive the late-cancellation fees.

Late-Cancellation Fees

Clients agree to pay the following fees, charged to their credit card on file, if they cancel or reschedule their appointment within these time frames:

• Day of your appointment: 100% of session fee.

• No-show: 100% of session fee.

• Health insurance and MVA appointments: $120 for 60 minutes, $170 for 90 minutes.

You can get these fees waived if you send someone in your place (please notify us of this switch), or if we are able to rebook your appointment time slot.

Refunds for Prepaid Appointments

For prepaid appointments, late cancellation does not incur fees, but refunds will be impacted. Clients agree that refunds will be processed as follows if prepaid appointments are cancelled or rescheduled within these timeframes:

• More than 24 hours before the appointment: 100% refund. (Please notify us if you want the refund, or it will remain on your account as a credit for future use.)

• 24 to 4 hours before the appointment: 50% refund.

• Less than 4 hours before the appointment, or no-show: No refunds.

Appointment Reminders

Our booking system will send you automatic reminders via email and SMS/text at these intervals before your appointment:

• 48 hours prior (so that you have time to reschedule without incurring fees)

• 24 hours prior

• 8 hours prior

Although we send these reminders as a courtesy, it is ultimately up to you to remember your appointment.

Contagious Symptoms

Please reschedule if you are experiencing any of the following symptoms, even if mild:

• Fever, sore throat, sneezing, coughing

• Itchy throat, nose, or eyes

• COVID, cold, flu, or other contagious respiratory conditions

• An allergy flare-up

• Contagious dermatology issues (skin rash, weeping blisters, lice, athlete’s foot, etc.)

Fees can be waived for late-cancellation due to illness if you email hello@cocoonpdx.com by 8:00 am on the day of your appointment.

However, if you arrive to your appointment with contagious symptoms, your session will be canceled, and you will be charged the late-cancellation fee.

General Health Conditions

You should not receive a massage if you are experiencing any of the following conditions:

• Any active inflammatory disease affecting blood vessels

• Diabetes with active complications

• Nausea, vomiting, diarrhea, or extreme gastrointestinal distress

• Severe, unexplained pain in abdomen or legs

• Throbbing headache or migraine

• Pitting edema

Medical Emergencies

If an unexpected medical emergency arises and you are unable to notify us that you will miss your appointment, please email (hello@cocoonpdx.com) or call us (971-266-4162) as soon as possible so that we know you are OK. We will gladly waive the late-cancellation fee in the event of unexpected medical emergencies.

Intake Forms

Intake forms are linked in your initial confirmation email and must be completed at least 24 hours before your first visit. Otherwise, we’ll need to take time out of your session for you to fill them out.

No Fragrances

Please arrive to your appointment clean and fragrance-free. This includes perfume, lotion, essential oils, hair products, smoke odors, body odors, etc. Please do not smoke immediately before your appointment.

Guests

You are welcome to bring a loved one with you to your appointment, if you wish. During your session, your guest can relax in the waiting room or enjoy one of the nearby cafes or restaurants in the heart of Montavilla. Children are welcome to stay in the treatment room.

To maintain the therapeutic environment for everyone in the building, any children accompanying you must be able to quietly entertain themselves. (Babies are welcome!)

Partners/spouses may need to leave the treatment room for a brief moment as part of normal intake procedures.

Communicating Your Needs

To receive the best session possible, you must communicate your needs, preferences, requests, or feedback to your massage therapist at any time before, during, or after your appointment.

Tell your therapist right away if you feel unwell, uncomfortable, or distracted so that adjustments can be made.

Your therapist wants your honest feedback (positive or negative) so that they can create the best possible session for YOU.

Appropriate Conduct

Comments, requests, or conduct of a romantic or sexual nature are not tolerated and will result in immediate ending of the session. You will be responsible for paying the full session fee.

Not Honoring These Policies

We reserve the right to cancel, reschedule, or stop any session at any time, for reasons including but not limited to:

• Clients or their guests show signs of intoxication (including alcohol or other substances).

• Safety concerns arise for client or therapist.

• Distractions are preventing client from being fully present during the session.

• Clients or their guests are not abiding by our policies.

Clients whose appointments are cancelled, stopped, or rescheduled for not abiding by our policies will be charged the full session fee. Insurance-based appointments will be charged $180 (our billing rate).