When you receive services at Kilalo, you are acknowledging that you have read and accept our terms and conditions.
We believe that they are consistent with the essence of a superior and safe therapeutic experience for our members, clients, visitors and guests. We have endeavored to simplify perhaps complex legal terms into the plain English language summary below.
We have established 7 professional, customary, and reasonable boundaries around the basis on which we agree to serve you. We reserve that right exclusively, as a precondition for initial and continuing services from Kilalo, and expect you (which includes anyone who accompanies you):
(1) to accept that all our Kilalo appointments, memberships, and gift cards are assigned to a specific person. They are neither assignable to another person, whether a family member or not, nor are they exchangeable for cash. We undertake to try for, but not to guarantee, a treatment at the specific time that you request. We incur costs even when you cancel an appointment or do not receive treatments during your membership, so any canceled or expired treatments do not create a right for you to receive them later at no additional cost.
(2) to respect our therapists and their right to decline or discontinue therapy if in their sole discretion they determine that it would add risk to their or your health and safety, or that they have insufficient ability to meet your therapeutic needs in a professionally and commercially realistic manner.
(3) to refrain from suggesting or initiating rowdy, abusive, criminal, or sexual behavior, to studio staff and/or to other clients.
(4) to explicitly acknowledge and agree that with each treatment, it is your responsibility to first consult with your physician about the safety and risks if you receive massage therapy.
(5) to abstain from massage therapy unless and until you can present with muscle pain only and you are otherwise symptom-free, specifically, free of any communicable diseases, medical, injury, allergy or surgical conditions that may place you or therapists and clients at risk; to disclose if you are - or think that you may be - pregnant; to promptly disclose any current or prior symptoms, injuries, allergies and diseases and to refer conditions and questions to your physician only, because medical symptoms are expressly beyond the scope of our therapeutic expertise.
(6) to agree that you are making an informed request to receive massage therapy entirely at your own risk, and in the case of table massage, to disrobe to a comfort level exclusively of your choosing.
(7) to abide by our mutual trust. It is central to therapeutic massage. Informed consent to touch you, even in a health setting, is deeply personal - a responsibility that we do not take lightly. To maintain that trust, we protect our investment in high standards of care and honesty, in the confidentiality of your contact information and health profiles, in our license, permit and insurance ratings, in attracting you to Kilalo, in training our massage therapists, and in guaranteeing high standards of therapy. We do so by ensuring that Kilalo is beyond reproach in promptly addressing even the perception of a breach of confidentiality. This is for your and all of our clients’ benefit, and for the health of Kilalo.
As a result, any offer to or by our therapists to circumvent Kilalo by treating or referring Kilalo members, clients, visitors and guests outside of our premises without our prior approval, immediately voids our commitment to the confidentiality of your information and our 100% excellence guarantee. We disclaim any liability arising from the treatment(s), and we immediately terminate your future rights to receive treatment at Kilalo. There are no exceptions to this policy. It applies reciprocally to our therapists - confidentiality and non-disclosure of all Kilalo client information and non-solicitation of Kilalo members, clients, visitors and guests is a condition of employment at Kilalo.
Please don't hesitate to ask us if you have questions.
From time to time we make exceptions, at our sole discretion, to any aspect of our rules, because we care about you. But exceptions are not new rules. We are not bound to make them. Or to continue them.