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 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, so if you need to cancel your reservation please do so as early as possible. Please refer to our cancellation policy 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.

 

After your massage you may feel soreness or relaxed. Make sure to be hydrated prior to your session for best results. 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's Cancellation Policy requires all clients to cancel or rescheduling 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 adhere to 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.

 

It is at our sole digression 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 and always remember we are always here to help you!

*In the event multiple appointments are booked for several people by an individual or company the cancellation/reschedule policy will be discussed on a case by case basis and listed on invoice when appointments are purchased.

  • No Call / No Show Policy

Any client that misses an appointment without calling or rescheduling forfeits their timed slot as well as are 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.

 

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

 

We always reach out and attempt call the phone number provided to confirm your attendance when you are more than five minutes late as a courtesy.

 

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 and always remember we are always here to help you!

  • 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 be subject 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 get the full 60 minutes of service.

  • They receive 60 minutes due to our grace period therefore, we can account for 10 minutes minutes they were late.

 

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, 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 to be mindful of our time and always remember we are always here to serve you!

  • 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 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 of $70 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 $70 cancellation fee.

  • 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.

  • 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.