Cancellation Policy: You will receive a confirmation email upon booking and a reminder email will be sent to you 24 hours prior to your scheduled appointment.  You are able to cancel via the link in the emails or you can contact Trayah directly.  If you cancel within 24 hours of your appointment, or do not attend at all, you MAY be charged at 50% of the treatment price.  Appointments are NOT to be passed to friends or family.  This is to ensure fairness to those on the wait list.


Lateness Policy:  Due to COVID-19, please do not arrive more than 5 minutes early for your appointment.  This is because strict cleaning and room airing occurs between each client.  If you are running late - please do not risk your safety to inform me.  That said, unfortunately, any lateness will mean your treatment time is reduced to ensure it does not impact the next client and COVID cleaning.


Sickness Policy: If you are feeling at all unwell, particularly with fever, sore throat and/or cough – please contact me as early as possible to reschedule your appointment.  Sharing is not caring in this instance and massage is not recommended for certain illnesses – these included.  If in doubt – feel free to contact me to check!  Due to COVID-19, your symptoms will be checked the day prior to your appointment and also upon your arrival, prior to entering the clinic. You will also be asked to use hand sanitiser upon entry and may have your temperature taken. This is for everyone’s safety and in-line with Trayah’s COVID Safety Plan. Dependent upon the COVID situation at the time of your appointment, you may be required to wear a mask during your treatment.


Children Policy:  Children must not be brought to your appointments.  It is not possible to care for them and their safety whilst you are receiving a treatment.  If you are booking in your child who is under 18 years of age, they are considered a minor and Trayah will call you, the parent/guardian prior to their appointment to ascertain if they will be attending with an adult or alone.  If alone, written authority that you are happy for them to receive treatment without your presence must be received PRIOR to their appointment.  Trayah does have a Blue Card and is able to see under 18’s but there are additional requirements from parents/guardians as mentioned.


Complaints Policy:  Trayah always strives to offer the best possible service with your health as the main focus.  That said, there is always something to learn and always the potential for improvement.  Should you wish to make a complaint or give feedback re improvement, please contact Trayah directly and in writing to trayahrmt@gmail.com whereby your comments will be investigated and you will receive a response within 24 hours. 


Privacy Policy: Trayah collects information about you pertaining to your health and wellbeing.  This information is gathered from you or from sources for whom you have given Trayah permission to contact.  All information – electronic or otherwise - is kept securely electronically with Cliniko and all access is password protected.  Information is kept for the appropriate timeframes in line with the Privacy Act 1988.  You have the right to request access to your information at any time.  Your permission will be sought and confirmed in writing should a referral to an external provider be necessary.


Informed  Consent: Whilst completing your client history form online, prior to your appointment, you will be asked to sign the treatment consent form stating that you have read the information, understand it, and agree to comply with the professional massage therapy policies and procedures as outlined on the website.  This will be reviewed annually.  Prior to each massage session, the treatment plan will be discussed with you and your informed verbal consent obtained prior the treatment commencing.


Scope of Practice Policy: Trayah does not diagnose or prescribe for medical conditions. You may be referred to a medical doctor for diagnosis or treatment or to a specialist such as Chiropractor, Dietitian or Exercise Physiologist. The services at Trayah are not intended as an alternative for proper medical attention for specific conditions.


Respect for Client Needs and Boundaries Policy: Trayah is happy to adjust pressure, temperature, music volume, work longer on an area or move on if you request it.  You, the client, may choose to: leave on as much clothing as needed for comfort, refuse any massage methods and stop the massage at any time. You will always be modestly draped. Only the area being massaged will be undraped. Your informed consent will be sought prior to any massage taking place and your understanding ensured.  


Sexual interaction or discussion of any kind between the client and the massage therapist is NEVER appropriate and will result in the treatment being terminated and you being asked to leave the premises immediately.  Trayah provides professional services only in line with Government regulations.  It does not provide “happy endings”. 


Confidentiality and Conversation Policy: At Trayah, all clients and conditions are treated as confidential. As such, your visit with anybody outside of the Clinic will not be discussed, without your express permission.  You may choose to talk or not talk during the massage. Conversation will be guided by you.


Existing and New Medical Conditions Policy: It is your responsibility to keep Trayah 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 provided as part of your holistic treatment plan.  You must also keep Trayah informed of any changes in health conditions. For clients undergoing certain treatments, or with certain conditions please note that a doctor’s note may be required that states the doctor is aware of and agrees to the desired treatment.  This is because some illnesses/conditions are contraindicated by massage and can cause further health problems/complications. 

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