At Alpenglow Mobile Massage, LLC, every appointment represents dedicated therapist time and availability reserved specifically for you or your party. Once a reservation is confirmed, our therapists commit that time to your appointment and other appointment opportunities may be declined.
We understand that plans and unexpected circumstances can change. Our policies are designed to provide reasonable flexibility while protecting the professional time reserved by our therapists and the coordination required to provide our mobile services.
Reservation Deposits
A 25% reservation deposit may be required for group reservations, holidays, peak-demand periods, and other designated appointments.
The deposit secures your reservation and therapist availability and is applied toward the total cost of your scheduled services.
When required, a valid card on file must be maintained for the reservation.
Cancellations & Reductions to a Reservation
The cancellation period applicable to your appointment will be provided at the time of booking and may require 24 or 48 hours' notice, depending upon the reservation.
Cancellations or reductions from the original confirmed reservation made within the applicable cancellation period will be charged at 100% of the reserved service amount affected by the cancellation or reduction.
For a complete cancellation, 100% of the original reservation amount is due.
When a reservation deposit has already been paid, the deposit will be applied toward the amount due and the remaining applicable balance will be charged to the authorized card on file, Or With Your Therapists Following your services.
For group reservations, this policy also applies when individual guests or services are removed from the original reservation within the applicable cancellation period.
Card on File & Payment Authorization
When required as a condition of booking, an authorized payment method must be maintained on file for the reservation.
By confirming the reservation and accepting the applicable Reservation & Cancellation Agreement, the client authorizes Alpenglow Mobile Massage, LLC to charge the authorized payment method for amounts due under the agreed cancellation terms, including late cancellations, same-day cancellations, no-shows, and reductions to the confirmed reservation.
Any reservation deposit previously collected will first be applied toward the amount due. Any remaining balance may then be charged to the authorized payment method on file.
When the authorized payment method is an eligible credit card, the applicable 3% credit card fee will also be added to the amount charged. Debit cards and other ineligible payment methods are not subject to this fee.
Adding or Extending Services
We are always happy to accommodate requests to add guests or services, extend appointment times, or upgrade services, subject to therapist availability.
Additions or extensions are not considered modifications or reductions to the original reservation and will simply be added to the reservation total.
Same-Day Changes & Unused Services
Services reserved but not used on the day of the appointment remain payable in full, as the therapist's time and availability have been specifically reserved for your appointment or party.
Whenever reasonably possible, we are happy to allow unused reserved service time to be redistributed among other guests within the same reservation. For example, remaining guests may be able to extend their massage sessions using some or all of the available reserved time.
Redistribution is subject to therapist availability, timing, scheduling and the remaining appointment window and therefore cannot be guaranteed.
Redistributing unused time does not reduce the original reservation total or extend the originally reserved completion time.
Late Arrivals
Your therapist's time is reserved specifically for your appointment. If you or members of your party are delayed, please contact us as soon as possible and remain in communication regarding your arrival.
When we have been notified of a delay, therapists may wait on premises for up to 30 minutes.
Late arrival does not extend the originally reserved appointment window. The remaining available service time will be adjusted or, for group reservations, divided among scheduled guests as reasonably as possible.
After 30 minutes without arrival or communication, the appointment may be considered a same-day cancellation, and the full reserved service amount will remain due.
Illness, Injury & Unexpected Circumstances
We understand that unexpected circumstances happen, including illness, injury, personal or family emergencies, travel or flight delays, scheduling conflicts, and changes in personal plans.
Because therapist time has already been specifically reserved and other appointment opportunities may have been declined, these circumstances do not automatically waive the cancellation policy.
We encourage clients to contact us as soon as possible so that we can explore any reasonable options available within the existing reservation.
Any exception, accommodation, or courtesy credit is made at the sole discretion of Alpenglow Mobile Massage, LLC and does not modify or waive this policy for future reservations.
Severe Weather & Travel Safety
Our therapists make every reasonable effort to safely reach scheduled appointments, including during winter weather.
Because Alpenglow provides mobile services throughout Salt Lake City, Park City and surrounding mountain communities, severe weather and changing road conditions may occasionally make travel unsafe or impracticable.
Alpenglow Mobile Massage reserves the right to delay, modify, relocate, reschedule, or cancel an appointment due to hazardous road conditions, severe weather, significant traffic or accident-related disruptions, canyon or roadway closures, public-safety advisories, or other circumstances beyond our reasonable control affecting safe travel.
Travel-safety decisions are made by Alpenglow based upon the actual conditions affecting our therapists and their routes. An official roadway or canyon closure is not required for Alpenglow to determine that travel cannot safely or reasonably be completed.
If Alpenglow Cannot Safely Reach Your Location
If Alpenglow determines that our therapists cannot safely reach your location or reasonably provide the scheduled services, You will not be responsible for any cancellation charges.
We will first make every reasonable effort to reschedule your services during your stay or to another mutually agreeable date, subject to therapist availability.
If rescheduling cannot be accommodated at that time, your reservation deposit may be transferred as a credit toward a future Alpenglow Mobile Massage service for up to 90 days.
If Alpenglow is unable to reasonably accommodate a rescheduled appointment within that period, your reservation deposit will be refunded.
Client-Initiated Weather or Travel Cancellations
Weather or travel concerns do not automatically waive the cancellation policy when Alpenglow remains able to safely provide the scheduled services.
If a client chooses to cancel or reduce a reservation because of anticipated or existing weather, travel concerns, flight or transportation disruptions, changes in travel plans, or similar circumstances while Alpenglow remains able to safely reach the scheduled location, the applicable cancellation policy remains in effect.
We encourage clients to contact us as early as possible when weather or travel conditions may affect their plans so that we have the greatest opportunity to assist with alternative arrangements.
Card on File & Payment Authorization
When required as a condition of booking, the client agrees to maintain an authorized payment method on file for the reservation.
By confirming the reservation and accepting the applicable Reservation & Cancellation Agreement, the client authorizes Alpenglow Mobile Massage, LLC to charge the authorized payment method for amounts due under the agreed cancellation terms, including applicable late cancellations, same-day cancellations, no-shows, and reductions to the confirmed reservation.
Any reservation deposit already collected will be applied toward the amount due before the remaining applicable balance is charged.
Our Commitment to You
Our goal is always to provide exceptional service while being fair to both our clients and therapists.
Once your appointment is confirmed, your therapist's time and availability are reserved specifically for you. Our cancellation policies allow us to honor that professional commitment while still providing reasonable flexibility when circumstances allow.
When an unexpected change occurs, we will always make a reasonable effort to help you make the best use of your reserved time whenever possible.
Thank you for respecting the time and commitment of our massage professionals and for choosing Alpenglow Mobile Massage.
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