Frequently Asked Questions
With life returning to some sense of normal after the initial COVID-19 outbreak, whether you are a new or current client, we recommend keeping up to date with our clinic policies and guidelines.
Covid-19 and Variant Specific FAQs
Will I be still be screened before I get my massage?
Yes. Before every treatment, your therapist will ask you questions and take your temperature. If you are sick for whatever reason, please do not come in and rebook when you are feeling better.
If I am experiencing any symptoms, will I be turned away?
In short, yes. Regardless of if you are experiencing COVID–19 and/or variant related symptoms or even just suffering with allergies, we encourage you to stay home when ill. This is not only to prevent the possible spread of infection within our clinic, but massage has been known to exacerbate cold and flu symptoms as well.
I got vaccinated, does it matter?
While we do not require you to disclose this information, we ask that you do not book within 2 days (48 hours) of getting your vaccination for either dose. This is because the vaccine can create flu-like symptoms which makes it a massage contraindication.
Am I still required to wear a mask during treatment?
Currently, we are asking our clients to continue wearing masks. As always, if you don’t have one, we can provide one at no charge.
What happens if a therapist or a client tests positive for COVID-19?
While we are taking every precaution possible to greatly reduce the risk of transmission, we understand there is still a risk. Should this happen, we will contact all clients treated within the specified time frame of the positive result and follow standard outbreak protocol. We will never disclose identifying information about the infected individual.
Can someone attend my appointment with me?
No – unless they are there to provide you with physical assistance.
Does Theralleve accept cash payments?
Currently, we are not accepting cash payments. We do offer options for both contactless and PIN based card payments.
How do I book my appointment? What is a "User Account"?
To book your appointment, you must create a “User Account” which gives you the ability to view, cancel, and rebook your appointment(s) through a login portal.
– To book an appointment, click on the ‘Book Now’ tab.
– Choose your booking amount (60min/90min).
– Select a Therapist.
*If you do not wish to book with the first availability mentioned for that therapist, select the Book Now button under their image to open up their full calendar.
– Select the date/time you want and confirm it at the bottom of the page.
– You will then be prompted to sign in (if you have an existing user account) or sign up (if first time). This will complete the setup and confirm your massage.
When I arrive for my appointment, where should I go?
Please do not arrive more than 10 minutes before your appointment time. Whether you arrive by car, transit, or foot, we have a shared reception area upstairs. For now, the only access to our clinic is using the door at the top of the wooden steps at the back of the building. Look for the “Wellness on 9th” signs to know you are in the right place.
I drove, where can I park?
We are happy to let you know we have free parking available in the back parking lot, anywhere indicated by “The Apothecary/All Things Jill” signage. Because these spaces are shared with other tenants, please only use for the duration of your appointment. Street parking also available.
Do you have a receptionist?
At this point we do not which means that if we are in treatment, we ask that you please leave a voicemail, and we will get back to you as soon as possible. If you are inquiring about therapist availability/booking an appointment, please click here.
What if I am late?
We understand life events can happen and will allow up to 10 minutes for late arrival, but please know that this will be counted within your appointment time. If you are more than 10 minutes late, this will become a late cancellation, the cancellation fee may apply, and you will need to rebook.
What is your cancellation and/or no-show policy?
Our current cancellation policy is providing the clinic with 24-hours–notice. To cancel or rebook, please log into your “user account”. No-shows and late cancellations may result in a full cost of treatment being charged to client. This charge is at the discretion of the treating therapist.
Is direct billing available? And can you provide receipts?
We direct bill to most major insurance companies. We also provide invoices for manual claims.
Am I required to fill out your medical history intake form before my massage?
When you book your first appointment as a new client, you will receive a confirmation email with a unique link to our Massage Therapy Intake form. Existing clients will be asked to update this form once per year.
I loved my massage! Do your therapists accept tips?
Instead of a tip, we recommend showing your appreciation by referring friends, family, and co-workers to your massage therapist, or by giving us a review. Thanks!
Are your therapists licensed and certified?
Yes! Part of what sets us apart is that we pride ourselves on hiring therapists with a minimum of 2,200 hours which means they are fully licensed and qualify for direct billing. Our therapists are frequently upgrading their skills and areas of specialization too.
Do you offer gift certificates?
We do! Ask us about them.
Do you offer couples massage?
No, we do not as we are therapy focused.