Cancellation Policy
Effective date: March 30, 2026 · Here Massage, Chicago, IL
We understand that life happens. This policy is designed to be fair to both our clients and our therapists, whose time and income depend on scheduled appointments.
Booking Cancellations & Rescheduling
You may cancel or reschedule any confirmed booking at any time through your booking management page or by contacting us. The cancellation fee depends on how much notice you give.
| Notice Given | Cancellation Fee | What You Receive |
|---|---|---|
| 48 hours or more | No fee | Full refund to original payment method, or credit toward a future session - your choice. |
| 24 - 48 hours | No fee | Full credit toward a future session. Refunds to original payment are not available in this window. |
| Less than 24 hours | 50% of session fee | The remaining 50% is issued as a credit toward a future session. |
| No-show | 100% of session fee | No refund or credit issued. See No-Shows below. |
Rescheduling
Rescheduling (moving your appointment to a new date/time) is treated the same as a cancellation followed by a new booking. The same notice windows apply - reschedule with 24+ hours notice and there is no penalty. Rescheduling within 24 hours of your appointment is subject to the same 50% fee.
No-Shows & Late Arrivals
No-Shows
A no-show occurs when a therapist arrives at your location and is unable to begin the session - for example, if no one answers the door, the address is inaccessible, or you are not present. No-show appointments are charged the full session fee with no refund or credit issued.
Repeated no-shows may result in a requirement to pre-pay a deposit for future bookings or suspension of booking privileges.
Late Arrivals & Delayed Starts
If your session is delayed starting due to factors on your end (not being ready, securing pets, building access issues, etc.), the session end time remains the same. Your therapist has subsequent appointments and cannot extend sessions to make up for lost time. The full session fee applies regardless of the actual start time.
If the delay is on our end (therapist running late, etc.), we will adjust your session accordingly at no additional charge, or offer a reschedule or credit if the delay is significant.
Membership Cancellations
Here Massage memberships are month-to-month with no long-term commitment. You may cancel at any time.
When Your Membership Ends
Cancellations take effect at the end of your current paid billing period. You will not be charged for the following month, and you retain full member access and discounts through the last day of the period you have already paid for.
What Happens to My Discount After Cancellation?
Member discounts apply only to bookings made while an active membership is in place. Once your membership period ends:
- Future bookings will be charged at standard rates.
- Any bookings already confirmed during your membership period will honor the discounted rate as long as the session occurs before the membership end date.
- Bookings confirmed during your membership that are scheduled after your membership ends will be adjusted to the standard rate, or you may cancel them without penalty.
Pausing Your Membership
If you'd like to take a break rather than cancel entirely, contact us to request a membership pause. Pauses of up to 3 months are available once per calendar year. Billing resumes automatically at the end of the pause period.
Reactivating a Cancelled Membership
You may re-enroll in the membership program at any time at the then-current rate. Your previous billing date will not carry over - a new billing cycle begins on the date of re-enrollment.
Refunds
Session Refunds
Refunds for sessions are issued according to the cancellation table above. When a refund is issued:
- Refunds are returned to the original payment method used at the time of booking.
- Processing time is typically 5 - 10 business days depending on your card issuer.
- Credits toward future sessions are available immediately in your account.
Membership Fees
Monthly membership fees are non-refundable once charged. We do not issue prorated refunds for partial months. Cancelling before your next billing date simply stops future charges - no retroactive refund is issued for the current month.
Exceptions & Special Circumstances
We recognize that genuine emergencies happen. Cancellation fees may be waived at our discretion in the following types of situations:
- Medical emergency involving you or an immediate family member
- Severe weather or natural disaster that makes travel unsafe
- Sudden illness (we also ask that you cancel if you are unwell - we do not want therapists exposed to illness)
- A documented family emergency
Exceptions are not automatic. Please contact us as soon as possible and explain the situation. We will always try to work with you in good faith.
Therapist-Initiated Cancellations
In the rare case that we must cancel your appointment on our end (therapist illness, no coverage available, etc.), you will receive:
- A full refund to your original payment method, and
- Priority rebooking at no additional cost.
We sincerely apologize when this occurs and commit to giving you as much advance notice as possible.
How to Cancel
You can cancel or manage your booking through any of the following:
- Online (fastest): Use the link in your booking confirmation email to access your booking management page, where you can cancel or reschedule instantly.
- Customer portal: Log in to your account at here-massage.com/customer/portal.php and manage bookings from your dashboard.
- Contact us: Reach out via the contact page. Please include your booking reference number for fastest service.
To cancel a membership, log in to your customer portal and visit the membership section, or contact us directly and we'll process it for you.
Questions about this policy? Contact us - we're always happy to talk through your situation. This policy was last updated March 30, 2026.