Policies & Procedures

Appointments can be booked online through our Jane booking portal at https://etanawellness.janeapp.com, by phone at 403.688.4999, or by email at info@etanawellness.com. Rates vary by location, so please check our booking portal for current pricing.• A credit card is required to reserve your appointment. Your card is not charged when you book; payment is taken at the time of your appointment.• We accept all forms of payment, including cash. Please note we do not keep a cash float, so we kindly ask that cash payments be made in the exact amount.• Booking for someone else? If you would like the appointment paid with your card on file rather than the guest's, please note this clearly in the booking notes or call us at 403.688.4999 to confirm. Our booking system does not notify our team of payment arrangements, so we need to hear it from you directly.Gratuity• Blackstone Mountain Lodge: an automatic 15% gratuity is added to all treatments.• Main Street: an automatic 18% gratuity is added to group bookings of 4 or more guests. For smaller bookings, gratuity is optional and always appreciated.

Your appointment time is reserved just for you. When a session is missed without notice, it is time another guest could have used and income our practitioners rely on.Bookings for 1 to 3 guests• Please give at least 24 hours notice to cancel or reschedule.• Cancellations with less than 24 hours notice, and no-shows, are charged 100% of the treatment fee.Group bookings of 4 or more guests• Please give at least 72 hours notice to cancel or reschedule.• Cancellations with less than 72 hours notice, and no-shows, are charged 100% of the treatment fee.Large and corporate groups at Blackstone Mountain Lodge• For bookings of 5 or more guests, and for any corporate group booking, a non-refundable payment of 50% is collected at the time of booking.• If the group cancels with less than 72 hours notice, or does not show, the remaining 50% is charged to the card on file.Cancellation fees are charged to the card held on file. We understand that illness and mountain weather happen. Please call us at 403.688.4999 as soon as you can and we will do our best to work with you.

Arriving late shortens your session so the next guest is not kept waiting.• If you arrive late, your treatment will be shortened to the time remaining in your booking, and the full service fee still applies.• If you arrive after the halfway point of your scheduled appointment, it will be treated as a no-show and charged 100% of the treatment fee.• Running behind? Please call us at 403.688.4999 as soon as possible so we can let you know your options.

Downtown Main Street902 8 St, Unit 203, Canmore AB T1W 2B8• Parking: There are 3 to 4 free parking stalls shared with the other businesses in the plaza. If these are full, paid parking is available downtown, including a paid lot across the street in front of artsPlace.• Finding us: Our entrance is a glass door on the side of the building, just behind a large bush. Head up the stairs to our waiting area.• We are a boutique-style wellness studio, so there is no front desk staff on site. Please remove your shoes when you arrive; slippers are provided. Water is available in the waiting area, and a washroom is down the hallway.Blackstone Mountain Lodge170 Kananaskis Way, Canmore AB T1W 0A8• Parking: Free street parking is available.• Please check in at the front desk when you arrive.• You are welcome to arrive in your own clothing or wear a robe down to the waiting area.Before your appointment• Please arrive at least 5 minutes before your treatment time.• Complete your health history forms online at least 24 hours before your appointment. At Main Street, we may not be able to direct bill your insurance if forms are not completed in advance.• Wear whatever is comfortable. Your everyday clothing is perfect.• We are a naturally scented space. We use essential oils and magnesium rub, never artificial fragrances.• Please keep phones on silent to protect the quiet of the space.

Please complete your health history form online at least 24 hours before your first appointment, and update it any time something changes. This helps your practitioner give you safe, personalized care.• Let us know about pregnancy, recent injuries or surgeries, medications, medical conditions, and any sensitivities or allergies.• Blood clotting conditions: Treatment is contraindicated for any type of blood clotting condition. Written approval from your family physician is required before we can treat you.• Feeling unwell? Please contact us at 403.688.4999 as soon as you know you are not feeling well. Illness does not automatically waive our cancellation policy, but we will always do our best to work with you.• Consent is ongoing. You may change the pressure, ask to skip an area, or stop your session at any time.

Your comfort and dignity come first.• You are welcome to undress only to your level of comfort.• Your practitioner will leave the room while you undress and dress.• Only the area being treated is uncovered; the rest of your body stays draped throughout your session.• Please let your practitioner know at any time if you would like anything adjusted.For how we keep our space safe for both clients and staff, please see our Zero Tolerance for Sexual Harassment policy.

Etana Wellness provides professional, therapeutic care only. We are committed to a safe, respectful environment for every client and every member of our team, and we have zero tolerance for sexual harassment of any kind.This includes, but is not limited to:• Sexual comments, jokes, innuendo or requests for sexual services• Inappropriate touching, or intentional exposure beyond what treatment requires• Unwanted advances, suggestive messages, or any behaviour that makes a practitioner or client feel unsafeIf this occurs, the session will be ended immediately and the full service fee will be charged. The client may be refused future service at both locations, and incidents may be reported to the police.Our practitioners are held to the same standard. If you ever feel uncomfortable during a session, you may ask to stop at any time. Concerns can be raised with management at info@etanawellness.com or 403.688.4999 and will be handled promptly and confidentially.

Official receipts are issued for registered massage therapy and acupuncture services provided by eligible practitioners. Coverage depends on your plan, so please check with your insurer before your visit.• Direct billing: At our Main Street location, we direct bill to Sun Life, Alberta Blue Cross, and insurers associated with TELUS Health. Please complete your health history forms at least 24 hours before your appointment so we can set up direct billing. Direct billing is not available at Blackstone Mountain Lodge.• If direct billing is unavailable at the time of your appointment, you will be asked to pay in full, and we will provide a receipt so you can submit the claim to your insurer yourself.• Insurance receipts are not issued for services paid with a gift card.• Facials, energy work and spa add-ons are not typically eligible for insurance.• Receipts can be re-sent by email on request.

• Gift cards do not expire, unless an expiry date is stated on a promotional or giveaway card.• Our online gift cards can be redeemed at our Main Street location only.• Gift cards must be redeemed in person at your appointment and cannot be applied when booking online. Please mention your gift card when you book and bring it with you.• Gift cards are non-refundable and cannot be exchanged for cash.• Specials and promotions cannot be combined unless stated, and have no cash value.• Insurance receipts are not issued for services paid with a gift card.

Guests under 18 require written consent from a parent or guardian before their appointment. A parent or guardian does not need to remain on site during the session.

Your health information is kept confidential and stored securely in accordance with Alberta privacy legislation and our professional college standards. It is never shared without your written consent, except where required by law.

For the safety of our staff and clients, security cameras are in use in the lobby of our Main Street location.• Cameras are located in the lobby only. There are never cameras in treatment rooms or change areas.• Footage is used solely for the protection of staff and clients, and is only reviewed when necessary, such as following an incident.• Recordings are stored securely, accessed only by authorized management, and are not shared except where required by law.• Footage is kept in our system for 30 days and is then deleted.If you have any questions about our camera use, please speak with a member of our team.

We may contact you by phone call or text message about your appointments, bookings and any questions you have.• We communicate with clients through our business phone app, RingCentral. It is used by management, and by your therapist if they need to contact you directly.• Calls may be recorded for security purposes. Recordings are only accessed by management, and only reviewed when necessary. Recordings are kept for 30 days, then deleted.• By booking with us and providing your phone number, you consent to being contacted this way.If you have any questions about how we communicate with you, please speak with a member of our team or email info@etanawellness.com.