Booking and rebooking

Book, reschedule and cancel online through the booking page or your client account, or in person after a session. Handling bookings by email, phone or text is slow for everyone, so Ben uses an online system that keeps it simple. If the booking system is having problems, text Ben at 415-518-2125.

Cancellations, no-shows and late arrivals

Cancel with less than 2 days' notice and the full price is charged. No-shows are charged in full.

Please give at least 48 hours' notice to cancel or reschedule. Cancellations with less than 48 hours' notice are charged 100% of the service. No-shows are charged 100% of the service. Arriving more than 15 minutes late counts as a no-show. If your time is rebooked by someone else, the fee is waived.

Illness, gifting and pets

Coming in sick

If you feel a cold coming on, reschedule as early as you can. With a mild cold you can still come in; Ben will wear a mask and ask you to as well. With a serious contagious illness like strep throat, please don't come in. Cancellation fees follow the policy above.

Gifting a session

You can gift a scheduled session to family or friends: one per package, one in every three membership credits, unlimited for drop-ins. Tell Ben at least 30 minutes beforehand who's coming. The gifted session must be in your original time slot.

Pets

No pets in the treatment room. Clients who arrive with a pet will be turned away and charged for the session.

Prepaid credits and packages

Sessions are prepaid. Payments aren't refundable, but qualifying cancellations are returned as a session credit, usable for up to 1 year.
Packages expire 12 months after purchase. If you need to relocate, expiration can be extended up to 1 year.
Packages are refundable in cash only if a doctor determines that massage or exercise is unsafe for you. Used sessions are prorated at the drop-in rate.
You can transfer one session per package to a friend or family member with at least 2 hours' notice.

Membership policies

Memberships are subscriptions that renew on the same day each month. Credits last 60 days. See memberships for what each one includes.

Extended roll-over

Ask at least a week before credits expire for an extension (holidays, vacations, medical or family hardship). Extended credits get 3 more months from their expiration date.

Cancelling

Text Ben at least 5 business days before your renewal date. Memberships keep renewing after the minimum commitment until you cancel.

Pausing

After your minimum commitment, you can pause up to twice a year, for up to 3 months combined. Because your slot is held, you commit to at least two paid months after returning. When Ben takes reduced schedules (usually July and December), membership charges are skipped and don't count toward your pause limit.

Early termination

Allowed, at Ben's discretion, if you must relocate more than an hour from San Francisco, a doctor determines massage or exercise is unsafe for you, or you face sudden financial hardship. A one-time fee covers the difference between what you paid and the drop-in rate for the sessions you used.

Using and checking credits

Members are responsible for using their credits. Check your status and credits in the client portal under "memberships." Billing is handled about twice a month, so a credit may show before it's applied. Extra sessions beyond your credits are charged at the member rate with an emailed receipt.

Recurring appointments

Members can set recurring appointments up to 6 months out, in person with Ben, and move them with 48 hours' notice. If Ben cancels one for a vacation, you'll be notified well ahead by email, and it's up to you to rebook.

Policies