Our

Policies

Here we have listed our company policies for our clients to reference. We have been blessed with amazing clients which hasn't forced us to enforce our company policies often, but we must make our terms and conditions extremely clear in the event they need to be implemented. Our FAQ are at the bottom of the page. Please read the following sections very carefully.

  • How To Prepare For Your Appointment

Please arrive no more than 10-15 minutes prior to your appointment in order to get settled in to the space and complete any necessary paperwork at the front desk. Please note that you are reserving a specific appointment slot with an assigned practitioner at Lilly May Massage Studio, so if you need to cancel your reservation please do so as early as possible before the 24 hour deadline without penalty. Please refer to our cancellation policy below for full details.

 

When you prepare for a massage, plan to wear or bring loose clothing with you to make for a smooth transition as you will be asked to undress to your level of comfort. Having loose clothing makes it more comfortable post massage in getting dressed easily.

 

Please make sure to hydrate properly 24 hours before you appointment to ensure the best results. After your massage you may feel soreness or relaxed. Post massage be prepared to drink plenty of water following your session as this allows the toxins to continue to release and heal the body 24-48 hours after the massage.

 

Your massage therapist is here to help you feel better. If you have a problem area or solely want to relax please let your therapist know. During the session all natural oils & lotions will be used to reduce friction during your massage so please communicate any allergies to your therapist that you may have. Additionally, your therapist is a licensed professional that aims to achieve your goals, please vocalize any discomfort and your therapist will adjust the massage to your needs.

  • Cancellation / Reschedule Policy

Lilly May Massage Studio’s Cancellation Policy requires all clients to cancel or reschedule an appointment no less than 24 hours before your existing appointment. You may alter your appointment via your online portal or calling our office during business hours.

 
If you fail to follow these guidelines, you will be subject to cancellation fees. Cancellation fees are in the amount of the session you have pre-booked. If the cancellation fees are not paid, no further appointments will be allowed to be scheduled until outstanding balance is received in full. If more than 30 days pass without payment no future appointments will be granted.

It is at our sole discretion to apply the fees to another appointment in the event of a serious emergency.
 
In the event of excessive cancelling or rescheduling an appointment we reserve the right to refuse further service as this action affects our business schedule and prevents willing clients from utilizing that time slot.

We know things come up and emergencies happen, we simply ask to be mindful of our time. We are  here to help you relief stress, not give you more stress.

  • No Call / No Show Policy

Any client that misses an appointment without calling or rescheduling 24 hours before their appointment forfeits their time slot as well as being subject to the cancellation fees. Please refer to our cancellation policy for details.
 
When a client No Call/No Shows , you can not apply any credit to another appointment. We do not make appointments over the phone for first time clients, please be sure to book online.

 

When a client No Call/No Shows there will not be the possibility to apply the fees to another appointment.

 

We can reach out and attempt to call the phone number provided to confirm your attendance when you are more than five minutes late as a courtesy, however, you cannot depend on our call to show up. ​

 

We make every attempt to make it easy in remembering your appointment. We send out multiple reminders of your appointment via email as well as text messages to you.

 

In the event of three no call/no shows we reserve the right to refuse further service as this action affects our business schedule and prevents willing clients from utilizing that time slot.

We know things come up and emergencies happen, we simply ask to be mindful of our time.We are  here to help you relief stress, not give you more stress.

  • Tardiness / Late Policy

Tardiness / Late Policy allows our clients the flexibility of a 10 minutes grace period. What this means is, you are allowed to arrive within 10 minutes after your scheduled time slot with no penalties. We understand the Miami traffic and have no problem being flexible for our clients.

 

Any client arriving within the 10 minute grace period will still keep their appointment but will have to cut into their service time.

 

For example:

  • If a client schedules a 60 minute appointment at 1:00 pm and arrives at 1:10pm, they will receive 50 minutes of service.

 

Any client arriving after the 10 minute grace period from their scheduled appointment will forfeit the session resulting in an automatic cancellation. For example:

  • If a client schedules a 60 minute appointment at 1:00 pm and arrives at 1:15pm or 1:20pm, will forfeit the session resulting in an automatic cancellation.

    • It is at Lilly May Massage's sole discretion to either proceed with a shortened session or to cancel all together.

    • If it is decided to proceed with the session you will only receive treatment for the time remaining of whatever service was booked. Therefore, if a 60 minute service is booked at 1:00pm and you arrive at 1:30pm, if the practitioner decided to proceed with the session you will only receive 30 minutes but will be charged for the full 60 minute service amount. This is not always the case, and would most likely result in a cancellation.

In the event of excessive tardiness we reserve the right to refuse further service as this action affects our business and prevents willing clients from utilizing that time slot.

 

 

We know things come up and emergencies happen, we simply ask that you be mindful of our time. We are  here to help you relief stress, not give you more stress.

 

 

  • Membership Policies

Is there a minimum length to the Membership?

Yes, all memberships have a three (3) month minimum before a cancellation can occur.

 

When are memberships renewed?

All memberships are renewed on the same day you signed up on every month.

Do my credits rollover?

Yes, all credits rollover up to three months after they are accrued. After the three month period the credit does expire.

If I want to book another appointment are there any discounts?

Yes, all members get 20% off all additional services as well as add-on upgrades. The only services excluded from this discount are all Body Sculpting Services.

What if I miss a payment due to my card declining?

If your card does not process your membership fee for whatever reason, we will reach out to replace the current form of payment. In the event the payment does not go through or we are not able to reach you within 7 days of the processing date, your membership will automatically be cancelled and will forfeit any further treatments in the future until the outstanding balance is received in full. If the outstanding balance is not paid we refuse the right to schedule any further sessions with you until further notice. If the payment goes through your membership will then be reinstated and in good standing. If this occurs more than three times in a year, than you will forfeit the benefits of being a member. If your membership is cancelled due to payment issues, you will no longer be able to take part of the membership program.

What is the cancellation policy?

In the case you need to cancel your membership you may do so after the three month time frame. In order to successfully cancel your membership you must cancel 15 days before your next billing cycle. If you cancel within the 15 day billing cycle a cancellation fee of $75 will charged to cancel early.

 

For example, you have had your membership for 9 months and need to cancel because you are moving far away you are eligible to cancel your membership. Your membership renews on the 1st of every month and you cancel on the 15th of the month (depending on the month) you will not be charged a cancellation fee. If you cancel on the 30th (the day before your renewing date) you will be charged a $75 cancellation fee.

What happens to my credits if I cancel my membership?

In the case you need to cancel your membership and you still have credits on your account, the credits will be lost. In order to not lose those credits you would need use them in the time frame before the accepting cancellation period. Please check out the cancellation policy for more information.

  • Existing Client Re-booking

Due to an unexpected rise of no shows and last-minute cancellations as of October 4th, 2022, any existing client booking an appointment will need to prepay 50% of the service.

  • If you are a member with an active account, this does not apply to you as you have already prepaid for your services via the membership you are signed up for. All active members will not be affected by this new policy.

 

We know things come up and emergencies happen, we simply ask that you be mindful of our time. We are  here to help you relief stress, not give you more stress

  • Frequently Ask Questions

Where are you located?

Lilly May Massage is located at

14331 SW 120th Street

Suite #211

Miami, FL 33186.

 

What are you near?

Our closest landmark is Tamiami Airport. We are 5 minutes from London Square.

 

How do you get to the massage studio?

We are located in the rear of the building marked 14331. We are the first office after the elevator lobby on the second floor.

 

Is your building elevator accessible?

Yes, the elevator is accessible through the clear glass doors located in the center of the building.

 

Is there free parking?

Yes, we have a parking lot in the front of our building as well as in the rear of the building. We recommend parking in the rear side as that is where our studio is located.

What is your refund policy?

ALL SALES ARE FINAL. We do not offer refunds. Store credit may be acquired but is at the sole discretion of Lilly May Massage Studio on a case by case basis. But as stated earlier, all sales are final and will most likely not occur.

  • Online Shop Policy

Returns and/or Exchanges

In order to maintain safety and ensure quality products all sales from our shop are final. We do not accept returns or exchanges.

Shipping Policy

We are not responsible for lost, stolen or broken mail parcels once it leaves our facility.