Medical Massage Professionals, LLC – Legal & Policy Hub

You can book most of our services online using the “Appointments” section.
SELF-BOOKING YOUR APPOINTMENTS:

You now have access to our self-booking calendar. This flexibility comes with the responsibility of securing your dates based on our availability. Sessions are on a first-come, first-served basis, so please don’t delay.

BOOKING THROUGH AN AGENT: When booking through an agent you abide to the same terms and conditions than booking online. The difference is that the agent will schedule your appointments having your best therapeutic outcome in mind. The agent will consider your case and results and allocate the time accordingly.

If you self-manage your schedule, we are not liable for the results as you are in charge of selecting the times more conveniently.

Please review this policy carefully to prevent misunderstandings:

→ All our services must be fully prepaid.

→ All payments are non-refundable.

PAYMENTS:

1. Deposit Information: To secure your reservation, a deposit is mandatory. This deposit will be deducted from the total cost of the service you are booking. The amount of the deposit is based on the total price of the service.

2. Balance Payment: Any remaining balance for your service must be paid at least 24 business hours before your scheduled appointment time for most services, except for fibrosis treatment sessions.
   Payments for Fibrosis treatment sessions are due seven days before the session as confirmation of attendance.
   The only exception is if you are paying cash on arrival, in which case, please let us know.
   
   We recommend using cash or Zelle for payment to help us maintain low prices and mitigate processing fees.

Zelle payments must be submitted to our phone number 786 488 8805.

Our company name should display in your statement as Medical Massage Professionals, LLC.
If you want pay using a credit card, from the confirmation email click the link to pay your balance.

Card processing fees: We now accept credit cards as a convenience to our patients. However, card transactions incur processing fees charged by the payment companies.

➔ These fees are not part of our services and will be added to your total at checkout.

For those who prefer to avoid this surcharge, we continue to welcome cash payments.

➔ Domestic credit and debit cards: 6% fee

➔ American Express, PayPal & Venmo 8% fee
➔ Klarna & Afterpay: have a 15% above the quoted price.

1. Refunds policy: All services are non-refundable from the moment they are scheduled. When you book a service you occupy a time slot on our schedule that we cannot offer to anyone else. If for whatever reason you don’t assist, the therapist is unable to occupy that time with other patient. This is why we have a very strict non-refundable policy.

Understanding Fraudulent Charge Disputes

1. Disputing a charge after receiving a service with the intent to defraud is a violation of Florida Statute 817, which prohibits obtaining goods or services through false pretenses.

   • Our services are provided to the highest standards in the industry. However, we do not guarantee specific results, as individual outcomes depend on how each patient’s body responds to treatment. Achieving desired results requires adherence to structured care plans, which are designed to maximize effectiveness.

   • Patients who choose self-managed sessions over a professionally tailored treatment plan may have unpredictable limited success compared to those following expert recommendations. We always set realistic expectations upfront and emphasize that individual sessions are unlikely to achieve the same outcomes as a comprehensive treatment series.

   • Dissatisfaction with a service or unmet expectations for results is not grounds for a dispute or refund. Consumers have the right to dispute charges in good faith for legitimate concerns, but intentional avoidance of payment for services received is a serious offense and will be addressed accordingly.

   Self-Booked Services and Payment Processing

   • All appointments are self-booked online by the patient, ensuring transparency and accuracy in service selection.

   • In cases where an upgrade or modification to a service is requested, payment must be completed via a secure payment link or Zelle. We do not handle credit card details directly, reducing the risk of "unauthorized transaction" claims often used to avoid payment.

   Legitimate Disputes

   • Billing errors are highly unlikely due to the self-service booking system. However, if you believe there was a misunderstanding, please contact us directly. Open communication ensures prompt and effective resolution.

   Importance of Contacting Us First

   • Before disputing a charge, please reach out to us by text to 786 488 8805. Our team is here to clarify and address any concerns.

   Service Quality and Expectations

   • We uphold the highest standards in the industry and provide services designed to achieve realistic and planned results.

   • Dissatisfaction with a service or unmet expectations for outcomes is not grounds for a dispute or refund. Achieving desired results requires adherence to structured care plans, and individual sessions cannot guarantee the same outcomes.

Days Available for Treatment

• Regular Schedule: Treatments are available Tuesday through Saturday, 9:00 a.m. to 4:00 p.m. (EST). Sessions must conclude by closing time.

• Extended Hours: Appointments outside regular hours (e.g., early morning, evening, or Sundays) are subject to availability and an additional fee.

• Holidays: We do not operate on U.S. holidays.

Surcharges for sessions outside our regular business hours.
Early A.M. appointment surcharges are: 

• 🕖 Starting at 8 am would be $25/session.

• 🕖 Starting at 7 am would be $50/session.

• 🕕 Starting at 6 am would be $75/session.
  

Late P.M appointments surcharges are :

• 🕓 Starting at 4 pm for fibrosis or other services would be $25/session

• 🕕 Starting at 5 pm for fibrosis or other services would be $50/session.  

• 🕖 Starting at 6 pm for fibrosis or other services would be $75/session.
  

🗓️ Any non-working day, including (Monday- Sundays and holidays) sessions, are $150 above the regular session rate. 

Charges are for each session you want to attend outside our regular business hours. Subject to availability. 

Office hours are: Tuesday - Friday 8 am to 6 pm EST

 Arriving on time is crucial to maximize the benefits of your session and to ensure that everything runs smoothly. We advise you to factor in traffic and commute times before your visit. If you anticipate being late, please notify us.

Be aware that late arrivals may result in a shortened session.

If you arrive 15 minutes or more late without prior notice, your appointment will be canceled and classified as a no-show.

Please note that all deposits are non-refundable and will be retained as the cancellation fee should you need to reschedule, cancel, or fail to show up for your appointment.

 If you are unable to attend your scheduled appointment, we kindly ask that you inform us as soon as possible, ideally at least 24 hours in advance. Please note that if you do not show up for your appointment without prior notice, it will be considered a completed session. This means you will lose that appointment and will not be able to reschedule it. Furthermore, any remaining sessions in your package will be canceled automatically. We appreciate your understanding and cooperation.

If you need to reschedule your appointment, kindly text us at least four hours before your scheduled time. In your message, include a screenshot of the rescheduling fee and three alternative dates that work for you.

This fee is necessary to compensate for the time and resources allocated for your original appointment.

While we make every effort to honor all scheduled appointments, Medical Massage Professionals, LLC reserves the right to adjust appointment times within the same day if necessary due to operational needs. This is not a regular practice, but on rare occasions, we may need to rearrange the schedule to optimize our workflow and ensure the best service for all clients.

• If an adjustment is needed, we apologize for any inconvenience and will notify you as soon as possible.

• If you are unavailable at the proposed new time, we will make every effort to find a more convenient alternative.

• There are no refunds or compensations for schedule adjustments.

By booking an appointment, you acknowledge and agree to this policy.

In order to foster a serene and calming atmosphere during your visit, we kindly request that you leave your cell phones and any recording devices outside of the treatment area. This allows everyone to fully immerse themselves in the experience, free from distractions and interruptions. Thank you for your understanding and cooperation.

To ensure the safety and comfort of all our patients, we kindly ask that only individual clients enter our facilities. Please be aware that individuals who are under the age of 18 are not permitted to enter the premises. Additionally, we would like to inform you that we do not have a designated waiting area available, so plan your visit accordingly. Thank you for your understanding.

At Medical Massage Professionals, LLC, we strive to provide clear and timely communication while ensuring efficiency in managing patient inquiries. To maintain an organized and professional experience, we have the following communication guidelines:

• Primary Communication Channels: We use SMS exclusively for clients within the U.S. and WhatsApp as the default communication method for international patients. Other channels (e.g., social media messaging) are not monitored for appointment scheduling or service inquiries.

• Response Time: We respond to messages during office hours as promptly as possible. Standard response time is typically within a few hours, but it may vary due to workload, time zone differences, or operational priorities.

• Respecting Response Time: Clients are expected to wait for a response via the designated channels before attempting to contact us through other means. Repeated inquiries across multiple platforms can delay responses and disrupt workflow.

• Office Hours: Responses will only be provided during official working hours. If a message is sent outside of these hours, it will be addressed on the next business day.

By contacting us, you agree to abide by these communication protocols, ensuring a smooth and respectful interaction for all parties.

We encourage you to arrive with a positive mindset and be mindful of the energy you bring into our space. We understand that you may have experienced discomfort or negativity in other settings. While we empathize with those feelings, we cannot be responsible for past experiences in different practices. As you move forward, we invite you to let go of those feelings and come with an open heart.

Our therapists will focus entirely on attending to your specific needs during your session. We request your cooperation in maintaining silence during this time to enhance the therapeutic experience.

For hygiene and health reasons, please ensure that the areas being treated are clean, hair-free, and free of piercings. We kindly request that you wear underwear during your session. While socks are optional, they are welcomed in our facility. Thank you!

It is important to note that you are responsible for your personal belongings. We strip the massage tables after each session and dispose of any used pads, ensuring a clean environment for each guest

  While tipping is not obligatory and is not included in your service fee, it is greatly appreciated in our industry and recognized as a sign of exceptional service.

By engaging with Medical Massage Professionals, LLC and receiving any treatment, you acknowledge and agree to the following:

• Understanding of Treatment Limitations: You understand that results vary from person to person. Medical Massage Professionals, LLC does not guarantee specific outcomes, and you acknowledge that treatments are provided based on professional expertise, but individual reactions cannot be predicted.

• Non-Disparagement Agreement: You agree not to make, publish, or share any false, misleading, or defamatory statements regarding Medical Massage Professionals, LLC, Marian Sotelo-Paz, or any of its employees, associates, or partners in any format, including but not limited to social media, public forums, blogs, review platforms, and community groups.

• Acknowledgment of Informed Decision: You confirm that you have reviewed the available information about the treatments, fully understand the nature of the services, and are participating of your own free will. Dissatisfaction with personal results does not reflect the company’s qualifications or expertise.

• Legal Consequences of Defamation: Any violation of this agreement, including defamatory, misleading, or damaging remarks about the company or its personnel, will be considered a breach of contract. In such cases, the company may seek damages of up to $1,000 per incident or publication.

By proceeding with treatment, you confirm your acceptance of these terms.