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Frequently Asked Questions

On this page are some frequently asked questions about massage, Insurance coverage, payment, etc.  If you have any other questions not covered here, don't hesitate to call us in the office at 204-415-1587 or use our contact page to submit any comments or questions.

Contacting Us

Q: Why is there no receptionist to answer my questions?

A: We do not have a receptionist here.  It is not something we require.  As independent contractors we take care of calls and questions as they come in.  If you see a therapist specifically, you may have their direct contact info.  If you are a new client, please leave us a message and we will get back to you as soon as we can.

Q: Can I book an appointment over the phone?

A: Yes you can, but we prefer to have our clients book online at the following link...

A request will be forwarded to the therapist and they will accept or reject the appointment and you will receive confirmation.  We also suggest booking another appointment before you leave the clinic.  We do sometimes book very far in advance.

Massage Therapy Services

Q: Why might another therapist charge differently than another?

A: At My Massage Therapy, all of the therapists are independent contractors.  We have general rates that most of us charge by, but other therapists may choose to set their own price point for their services based on education, and techniques they uniquely offer.


Q: What is the difference between Relaxation and Deep Tissue?

A: Swedish Massage is the technique all Massage Therapists begin their training with.  It is what most would describe as "Relaxation Massage".  Deep tissue massage is still using Swedish techniques with what we call extrinsic techniques that reach into the deeper layers of the muscle tissue.  Deep tissue almost always gets confused with heavy pressure.  Deep tissue just refers to the depth of tissue we are able to reach.  Therapeutic massage is a term we use to determine whether the therapist will do a full body relaxing treatment or not.  Some therapists are very assessment and focused treatment based in their approach.


Q: May I book with any therapist in the clinic?

A: Absolutely!  We are all about referring to each other and if you see multiple therapists in the office that is a good thing.  

We are here to help you.


Q: My therapist had to cancel my appointment.  Does that mean I get a free massage?

A: NO.  If a therapist cancels on a client it is for good reason and we will cancel with plenty of notice if we can.  Reasons a therapist may cancel is that they have become sick during their day or have an emergency to attend to.  We try to give our clients the same courtesy they give us.


Q: Is the consultation part of my massage time?

A: Yes.  Your consultation is part of the time booked with your therapist.  Length of consultation depends on what kind of pain or discomfort the client presents with.  Could take between 5-10 minutes of your appointment time.




Insurance and Direct Billing

Q: How much coverage do I have left for the year?

A: We can keep track of your insurance to the best of our ability but your insurance is your responsibility.  We direct bill insurance as a courtesy and we do not have full access to the amounts you may have left on your plan for the year.

Q: What companies do you direct bill?

A: Each therapist is an Independent Contractor, not an Employee of My Massage.  The therapist can choose which companies they decide to bill or not.  Our insurance page states which therapist direct bills for which companies. 

Q: Can I claim a No Show or Late Cancellation fee on my insurance?

A: No.  The insurance companies do not cover late fees or missed appointment fees.  We can still give you a receipt for paying the fee, but it will be ineligible for reimbursement.

Q: Are all the massage services offered at the clinic covered by Insurance?

A: No.  Manual Osteopathy cannot be direct billed in the clinic.  The receipts are eligible for reimbursement with a short list of qualifying policies. We will direct bill under your insurance coverage for any massage treatment you receive.  


Q: Is it safe to enter the clinic?

A: Yes.  Our therapists are aware of cleaning protocols to keep your environment clean.  Therapists also take the responsibility to call in sick when they exhibit any symptoms.

Q: If i have tested positive for COVID-19 and have recovered, can I still come for an appointment?

A: You may book an appointment if you have recovered from all symptoms and have tested negative for COVID.

Q: I am waiting for test results, should I be canceling my appointment in the mean time?

A: Short answer is Yes.  If you have an appointment in the next couple of days but are waiting on test results, it is advised that you cancel right away to avoid late cancelling.

Cancellation Fees

Q: When can a fee be charged to me if I cancel?

A: At My Massage Therapy, the therapists have the right to charge a fee for no show or cancellation.  This fee is at the discretion of the therapist when it comes to amount charged.  Regardless of therapist, a fee is charged for a cancellation within 24 hours of appointment time or if a client does not show up at all. If you reschedule it is still considered a cancellation as it still leaves a space in the therapists schedule for the day.


Q: What if I show up late to my scheduled appointment?

A: You will still be charged the full amount of the time you booked.  We do not reduce the length of your appointment for billing.  If you booked an hour, you still pay for an hour whether or not you are able to get the full hour depending on how late you arrive to your appointment.


Q: What if I forget to show up to my appointment?

A: At My Massage Therapy we have a paperless online secure system that sends you an email or a text message reminding you of your appointment.  This is a courtesy we offer, however, it is not the responsibility of the therapist to send out extra reminders.  If you do not show up to your appointment your therapist has the right to charge a fee for the missed appointment.


Q: If I have an outstanding fee can I still book another appointment?

A: No.  You must arrange to pay your fees before you can book another appointment.


Q: If my insurance won't go through and I cannot pay for my appointment can I cancel last minute?

A: No.  This would still be considered a late cancellation.  Direct billing is a courtesy the therapists provide if they so choose and some situations are out of our control.  If your insurance will not pay, you are responsible for paying your therapist up front and we can issue a receipt that you can later submit for reimbursement




Q: What type of payment do you accept?

A: We accept Cash, E-Transfer, Debit, and Credit.  Therapists may ask for cash and debit over credit due to fees being higher for credit.


Q: Is tipping your therapists expected?

A: No.  We do not expect tips whatsoever.  We do appreciate if a client leaves us tips, but we are healthcare.  Tips are not mandatory or expected and you are not obligated to do so.  We are not offended either if a client wishes to leave us a tip.  It is very appreciated but never expected.





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