Policies & Procedures

At Angel Esthetics & Spa, we are dedicated to providing a high-quality, stress-free, and professional experience for every client. As a luxury all-inclusive massage business, we set clear policies to uphold the integrity of our services. We communicate these policies with both firmness and compassion, ensuring that expectations are clearly understood while maintaining a respectful and welcoming environment.

When communicating our policies, we strive to be both clear and considerate. If a client’s actions or behavior require us to enforce a policy, we will approach the situation with respect, calmly explaining the reason behind the policy and how it benefits both parties. Our goal is always to resolve any issues in a positive manner, ensuring understanding while maintaining professional boundaries.

We recognize that our services may not be the right fit for everyone. If a client repeatedly disregards our policies, disrespects our time, or disrupts the experience we strive to create, we will address the issue with direct yet compassionate communication. While we always aim for resolution, we reserve the right to discontinue services if a client’s behavior remains misaligned with our standards.

Finding the right clients is essential to preserving the quality of our practice. We prioritize working with individuals who respect our expertise, value the luxury experience we provide, and honor the professionalism of our space. Inappropriate behavior, frequent cancellations, or disregard for our pricing structure will not be accommodated. If we determine that a client relationship is no longer a mutual fit, we will part ways respectfully.

Our policies exist to protect the experience of those who appreciate and respect our work. By upholding these standards, we ensure Angel Esthetics & Spa remains a space of relaxation, professionalism, and exceptional care.

1. Intake Forms & Medical History: Clients must complete a health history form before the first session to identify any contraindications (e.g., recent surgeries, injuries, or medical conditions).

2. Contraindications & Restrictions: Massage may not be suitable for clients with contagious conditions, deep vein thrombosis, open wounds, or severe cardiovascular issues. (See Absolute Contraindications for Massage Therapy)

3. Cleanliness & Hygiene: Clients must maintain personal hygiene; therapists should provide sanitized linens, clean hands, and a disinfected treatment space.

4. Informed Consent: Clients must give verbal or written consent before treatment, especially for deep tissue or specialized modalities.

1. Arrival Time: Clients should arrive 10-15 minutes early to allow time for intake and discussion.

2. Attire Recommendations: Comfortable clothing for stretching sessions; proper undressing protocol for table massage.

3. Post-Massage Care: Hydration, light movement, and possible soreness management

1. Draping Policy: Clients must remain properly draped at all times for modesty and professionalism.

2. Scope of Practice: Massage therapists do not diagnose medical conditions or prescribe treatments beyond their qualifications.

3. No Inappropriate Conduct: Any form of inappropriate behavior results in immediate termination of the session with full payment due.

Massage therapy WILL NOT be performed under the following conditions as it could cause harm to the client: 

1. Contagious or Infectious Conditions

• Fever (body temperature above 100.4°F / 38°C)

• Cold, flu, or viral infections (e.g., COVID-19, influenza)

• Skin infections (e.g., ringworm, impetigo, MRSA, herpes simplex in the active stage)

• Active tuberculosis

• Lice or scabies

2. Cardiovascular Disorders

• Deep vein thrombosis (DVT) or blood clots

• Severe or uncontrolled hypertension

• Recent heart attack (within the last 6 months)

• Severe atherosclerosis or arteriosclerosis

• Unstable angina or other uncontrolled heart conditions

3. Severe Systemic Conditions

• Advanced kidney or liver failure

• Acute inflammatory conditions (e.g., sepsis, systemic infection)

• Advanced or unstable diabetes with complications

• Uncontrolled epilepsy with frequent seizures

4. Acute Injuries & Trauma

• Recent fractures (not fully healed)

• Severe burns or open wounds

• Recent surgery (without medical clearance)

• Severe whiplash or acute spinal injuries

5. Cancer (Certain Cases)

• Active, untreated, or metastatic cancer (unless cleared by a physician)

• Radiation therapy sites (within the last 6 weeks)

6. Pregnancy Complications

• High-risk pregnancy conditions (e.g., pre-eclampsia, placenta previa, history of miscarriage)

• Unexplained abdominal pain or cramping

7. Neurological Conditions

• Recent stroke or transient ischemic attack (TIA)

• Meningitis or encephalitis

8. Intoxication or Substance Use

• Alcohol or drug intoxication

1. Clients and members must book appointments in advance through our online scheduling system (MassageBook) or by contacting us directly at 610-772-3582 via phone call or text message.

2. A valid credit/debit card is required to secure your appointment.

3. An non-refundable $25 deposit is required to secure your appointment. This deposit is non-refundable. Your $25 deposit will be applied to your final balance due at the end of your service. 

4. Remaining balance can be paid in cash, debit/credit cards, via Apple Pay, Venmo or Cash App.

5. There is a $100 flat rate that applies to all in-home services. The travel fee is included within 15 miles of our shop location which is 4348 Germantown Avenue. There is an extra +$3.00 per mile beyond the 15 mile radius. There is an 90-minute session requirement for locations 20+ miles away. Maximum travel time is 1 hour from shop location. 

6. The latest time an outcall massage appointment can be performed is 9:00 pm with a maximum of an 1 1/2 hour massage limit.

1. Cancellations must be made at least 24 hours before the appointment to avoid a cancellation fee. Cancellations within (less than 24 hours) will result in a 50% charge of the scheduled service. 

2. No-shows will be charged 100% of the service price and may result in inability to book future massages and/or termination of membership after repeated occurrences. 

3. First time offenders may receive a one-time courtesy waiver for late cancellation or reschedule. 

4. If a client experiences a medical emergency, severe illness or an unavoidable emergency the cancellation/no show/ reschedule fee may be waived with proper documentation (e.g. doctor's note, accident report, etc). Client must notify us as soon as possible if an emergency arises.

5. For members, cancellations must be made 12 hours in advance to avoid a cancellation fee. Cancellations within (less than 12 hours) will result in a deducted credit from your membership to compensate for your cancellation. 

6. Cancellations/rescheduling can be made online through your MassageBook app or by contacting Angel Esthetics & Spa directly at 1(610)772-3582.

7. Members are required to contact me directly at 1(610)772-3582 for cancellations and rescheduling as our system is only able to process one set cancellation time-period.

8. All services are final. No refunds. 

Why This Policy?

Missed appointments impact both our therapists, who set aside time for you, and other clients who may need that slot. Enforcing a cancellation fee ensures fairness and encourages accountability.

1. Clients may reschedule up to 24 hours in advance without penalty. 

2. Members may reschedule up to 12 hours in advance without penalty. 

3. Rescheduling within (less than 12 hours) will result in a $25 rescheduling fee as last minute changes affects our schedule and availability for other clients. 

4. Clients and members are able to reschedule their appointments through their MassageBook accounts or contact me directly at 1(610)772-3582. 

5. Members are required to contact me directly at 1(610)772-3582 for cancellations and rescheduling as our system is only able to process one set cancellation/reschedule time-period.

Why This Policy?

Rescheduling within a reasonable timeframe allows us to accommodate other clients while maintaining flexibility. Same-day changes disrupt scheduling and impact other appointments.

1. Clients will receive a 10-minute grace period.

2. If a clients arrives 11-15 minutes late to their appointment, their session will still proceed, but the time lost will not be added back. The full service fee still applies. 

3. If a client arrives more than 15 minutes late, the appointment may be cancelled, rescheduled or modified so the service can still be performed. If the appointment is cancelled or rescheduled, this will incur a flat rate cancellation charge of $50 or a $25 reschedule fee.

4. If there is room in my schedule to accommodate late arrivals then the therapist will grant the full time for your session. This is not a guarantee nor should it be taken for granted and is subject to availability.

Why This Policy?
We want to ensure every client gets the full value of their session. Late arrivals disrupt the schedule for other clients, and our therapists must stay on time to respect everyone’s appointments.

1. Memberships are billed monthly and require a 3-month commitment. This is not a lock-in but if you choose to cancel before the 3-months this will incur a $75 early termination fee.

2. Memberships auto-renew until cancelled.

3. Membership benefits can be gifted to family and friends up to 4 times a year determined by your type of membership (See more information in membership agreement). 

4. Clients may pause their membership for up to 3 months per year for a $25/month hold fee.

5. Requests must be submitted via email at least 7 days before the next billing date. 

6. There is a once per year join limit. For example, if you join on January 1st, 2025, continue your membership for 3 months, then cancel then you will have to wait until January 1st, 2026 to rejoin the membership program. 

Why This Policy?

A minimum commitment ensures consistency in self-care and business sustainability. Auto-renewal provides a seamless experience, while early termination fees prevent misuse of discounted rates.

Enjoy the luxury of professional massage therapy in the comfort of your home. We bring the full spa experience to you—complete with soothing music, aromatherapy, and expert care. There is a $100 flat rate that applies to all in-home services. The travel fee is included within 15 miles of our shop location which is 4348 Germantown Avenue. There is an extra +$3.00 per mile beyond 15 miles. There is an 90-minute session requirement for locations 20+ miles away. Maximum travel time is one hour from shop location. 

Disclosure: Please make sure your home is clean and tidy. There must be enough room for the massage therapist to comfortably move around which includes standing and sitting. If the therapist comes into a conflict where the home does not meet the standard requirements for providing an in-home service, the therapist holds the right to decline the session. The amount paid for the session will not be refunded due to inconvenience on the therapists' behalf. The therapist will request pictures of the space before confirming appointment to make sure that the service can be performed before accepting a payment. 

1. Member unused credits are able to be gifted to friends and family upon request. This will result in credits being subtracted from your remaining credit balance and it will be credited in the form a gift certificate which you can then use for the recipient. 

2. Credits will rollover for 3, 6, 9, or 12 months depending on the type of membership you have after which they will expire. 

3. Once the total amount of accumulated credits has reached the specified maximum stated in the membership (MAX. 4) there will be a discussion to determine if a membership is a good fit. At that point we would come up with a strategy to downgrade or terminate the membership based on our membership agreement terms. 

4. Credits cannot be exchanged or redeemed for cash. 

5. If max credits are reached and no bookings occur within 3 months of having an active membership, it will be subject to termination. 

6. Credits can be gifted once, twice, thrice, or four times a year based on membership program.

Why This Policy?

Encouraging clients to use their sessions within a reasonable timeframe ensures they stay committed to their wellness routine while maintaining service availability for others. 

1. All purchased for services and gift certificates are final.

2. There are no refunds for membership fees, missed appointments or prepaid services. 

3. Exceptions may be granted for medical emergencies, car accidents, sick children etc with proper documentation. 

Why This Policy?

Massage therapy is a service-based business where time and resources are allocated for each client. A strict no-refund policy ensures fairness and prevents misuse.

1. We factor gratuity into our service prices. 

2. Gratuity is not included during promotions or deals. 

3. Additional tipping is optional and not required but always very appreciated. 

Why This Policy?

Tipping is an industry standard to show appreciation for your therapist’s work. While not mandatory, it helps recognize excellent service.