EMR Wellbeing Policy and Terms

Updated August 2026 

Informed Consent Policy                                                                            
At EMR Wellbeing, your comfort, safety, and autonomy are central to every session. Informed consent means you understand what your massage involves and can make clear choices about your care.

What You Can Expect

• Your therapist will explain the type of massage, techniques used, and areas to be treated.
• You’re welcome to ask questions at any time.
• You can share preferences, boundaries, or concerns before or during your session.
• We’ll check for relevant health conditions or injuries to ensure massage is appropriate.
• Clients under the age of 16 years are required to have a parent or legal guardian present for the informed consent and the duration of the session(s).

Your Rights

• You can change or withdraw consent at any time.
• You can request adjustments to pressure, positioning, draping, or technique.
• You can decline any part of the treatment without needing to explain why.
• To learn more about your rights of all people in New Zealand who use health and disability services, visit: Health and Disability Commissioner — Te Toihau Hauora, Hauātanga — Health & Disability Commissioner

As a registered member of Massage Aotearoa New Zealand (MANZ) we comply to their code of ethics. To view this document, visit: Code of Ethics & Standards of Practice

Our Responsibilities

• We provide clear explanations and work within our professional scope.
• We maintain strict draping and professional boundaries.
• We stop or adjust treatment immediately if you express discomfort.

Consent is an ongoing conversation. Each session begins with a check‑in to ensure the treatment still aligns with your needs.

Charges & Payment Policy
Session Fees
Our current fees are listed on our website and may be updated periodically. All prices include GST where applicable.
Payment
Payment is required at the time of booking, a third-party booking fee will apply or immediately after your appointment. If you choose to pay immediately after your appointment we accept EFTPOS, debit cards, bank transfer. We do not have credit card or payWave options.

Prepaid Plans

• Prepaid sessions must be used within their stated validity period.
• They are non‑refundable but may be transferred with prior approval.

Cancellations & Missed Appointments

• No charge for cancellations made at least 24 hours in advance.
• Cancellations within 24 hours or missed appointments may be charged at the full rate. The rationale for this is to ensure the sustainable operation of our clinic and supports the professional commitments of our therapists.

When an appointment is cancelled late or a client does not attend, the scheduled time cannot be offered to another client. This results in lost clinical time and impacts the therapist’s ability to maintain a consistent workload. The cancellation fee reflects the value of the reserved appointment and compensates for the time allocated specifically for that client.

This policy promotes fairness, supports responsible scheduling, and enables EMR Wellbeing to continue providing reliable, high‑quality services. You may send someone else in your place. Consideration may be given in cases of genuine emergency or unforeseen circumstances, at the discretion of EMR Wellbeing.

Late Arrivals
If you arrive late, your session may be shortened to respect following appointments. The full fee still applies.
Outstanding Balance
Any unpaid fees must be settled before future appointments can be booked.

Privacy Policy
At EMR Wellbeing ("we," "our," or "us"), we are committed to protecting your privacy and handling your personal and health information with care, respect, and confidentiality. This Privacy Policy explains how we collect, use, store, disclose, and protect your information when you receive our massage therapy and wellbeing services or use our website, online booking system, or electronic practice management system.

Information We Collect
We collect information needed for safe and effective treatment, including:

• Contact details
• Health history
• Appointment records
• Treatment notes
• Payment information

• To provide safe massage therapy
• To manage bookings and communication
• To maintain accurate clinical records
• To process payments
• To meet legal or professional obligations

Storage & Security

• Records are stored securely in our client management system.
• Access is restricted to authorised staff.
• Digital records are encrypted and protected with 24/7/365 monitoring

Sharing Information
We do not share your information unless:

• You give explicit consent
• It is required by law
• There is a serious and immediate risk to your safety or others

Access to Your Information
You may request access to your personal information at any time and ask for corrections if needed.
Record Retention
We retain records for the legally required period and then securely destroy them.