Ola Mai I Loko Mai

Frequently Asked Questions

The Answers You Need

At Ola Mai I Loko Mai, it is our intention to provide our guests with professional and therapeutic services in a relaxing and friendly environment; we will tailor each treatment to our client’s individual needs. The following policies and procedures serve as a guide for our first-time and repeating guests.

COVID-19 Policies

Please visit our COVID-19 Policies page which specifically addresses our COVID-19 (Novel Coronavirus) Policies and Standard Operating Procedures

Groupon Policies

• Your Groupon Deal is scheduled online through our website via our online scheduling program. Click book appointment and choose the appropriate GROUPON massage. Proceed with booking your appointment. 

• If you have questions or concerns, please email us at info@olamaiilokomai.com or text us via 949-549-9458.

• In compliance with Groupon scheduling policy, a credit card is required to reserve your appointment.

• Present your Groupon at time of check in for your service, this is your form of payment. You may either download or print your Groupon for redemption at Ola Mai I Loko Maiʻs studio. 

• If you do not have a Groupon to submit at time of service, your credit card will be charged the amount of the current (active) Groupon Deal.

• Cancellation Policy: If you cancel less than 24 hours in advance for your scheduled appointment or do not show up for your scheduled appointment, your Groupon will be redeemed.

• Transfer of Groupons: if you are unable to use your Groupon you may transfer it to another person. Written notice of transfer from your name to persons name via email or letter is preferable. 

• Expiration Date of Groupon: If you were unable to come in for your Groupon session prior to the promotional expiration date, we will still honor your service within 4 months. However you will need to pay the difference of the value of the session and the promotional price.

• Refunds: We work closely with Groupon to ensure you have the best experience, however, if you feel you are not satisfied, please contact Groupon (your merchant) for refunds and/or any feedback. Ola Mai I Loko Mai will not issue any refunds for Groupons.

• Questions? Email us directly at info@olamaiilokomai.com We will respond within 48 hours or less. 

Purchasing Lomi Packages

• Please review our Lomi Package options listed on our Lomi ~ Massage page. Once you have chosen your desired package, please proceed to our Online Scheduling Platform by clicking the Book Your Appointment button.  

• Click Lomi ~ Massage

• Chose the appropriate length of Lomi ~ Massage, either 60 or 90 minutes. 

• Continue to follow the prompts to book your appointment. 

• Upon your arrival for your appointment, please inform your practitioner of the package you will be purchasing. 

• Packages CANNOT be combined with any other offer, promotions, discounts, or reductions of pricing.

• You may transfer your Lomi sessions to another person of your choice. Please email us directly at info@olamaiilokomai.com with your name, person's name, date, and time of scheduled transferred session.

• ALL Policies as indicated below and put forth by Ola Mai I Loko Mai are valid. 

• Questions? Email us directly at info@olamaiilokomai.com We will respond within 48 hours or less. 

Cancellation and No Show Policy

We completely understand that certain circumstances in our lives are unavoidable and you may need to cancel your appointment.  Should you need to cancel or reschedule, please notify us at least 24 hours in advance. 

Email: info@olamaiilokomai.com

Phone ~ Call or Text: 949-549-9458

Any Cancellations with less than 24 hours of notice or No Shows are subject to a cancellation fee of $40 per practitioner for scheduled service.

For example:

Lomi 60/90 min = 1 practitioner = $40 

Couples 60/90 min = 2 practitioners  = $80

We recognize the time of our clients and staff is valuable and have implemented this policy for this reason. When you miss an appointment with us, our staff not only lose your business, but also the potential business of other clients who could have scheduled an appointment for the same time. Additionally, many times our staff maybe functioning in an “on call” status and may have traveled to the office specifically for your service. For these reasons, we are obligated to compensate our staff for their time.

​

All services require a credit card to guarantee a reservation so please have your credit card ready when booking. You will not be billed unless there is a cancellation or no show. Upon checkout, guests may choose their method of payment and are not obligated to use their credit card for payment.

Payment Accepted

Full payment is due at time of service. We accept cash, checks & credit cards (Visa, Master Card, Discover or American Express).

Gratuities

Gratuities are not included in the prices of our services and are always appreciated. All gratuities are at the client’s discretion, but are customarily 15-20% of the regular cost of service.

Refunds

No Refunds will be issued for packages, gift certificates or gift cards purchased through Ola Mai I Loko Mai. Packages, gift certificates or gift cards in your name are transferrable to a person of your choosing. Written consent, via letter or email, of transfer from your name to new person is REQUIRED. 

​

No Refunds will be provided for deposits or monies paid once service has been rendered or redeemed.

No Refunds will be issued for fees associated with Cancellations received less than 24 hours  before a scheduled appointment or No Shows.

Gift Cards or Gift Certificates

Gift Cards  and Gift Certificates may be purchased for any value amount and are redeemable for Ola Mai I Loko Mai services only.

​

Gift Cards and Gift Certificates hold No Cash value.

​

Gift Cards and Gift Certificates are Non- Refundable.

​

Ola Mai I Loko Mai is not responsible for lost, stolen, unauthorized card use or damaged cards. 

​

Gift cards or gift certificates in your name are transferable to a person of your choosing. Written consent of transfer, via email or letter, from your name to new person is REQUIRED.

Insurance Billing

Currently we do not offer direct insurance billing, though we are more than happy to provide an invoice or receipt for your massage session to submit to your insurance company. It is your responsibility to contact your health insurance provider to inquire and verify that massage therapy is a covered plan benefit and for instruction on how to submit your claim. You are responsible for payment at the time of service.

Arrival

Please arrive at least 10-15 minutes prior to your scheduled appointment time. Each of our scheduled appointments have a set time specifically set aside for each client. Allowing for an unhurried and relaxed atmosphere for both our clients and team members. If a late arrival is unavoidable, please be aware that your appointment maybe shortened in order to keep on schedule and you will be charged the full amount of time scheduled.

Late Arrival

All sessions or appointments have a set time within our schedule therefore we regret that late arrivals may not receive extension of scheduled appointments. In special cases or circumstances, and when our schedule will allow, we may be able to accommodate a partial or full appointment. This will be at our discretion and only with proper, advanced notification of your late arrival. Your original scheduled service fee will be charged.

Informed Consent

At your first visit with us, you will be asked to sign a Intake and/or Consent Form stating that you have read the information, understand it, and agree to comply with the professional policies and procedures of scheduled treatment. Clients who we have not seen for at least a year may also be asked to fill out this form.

Scope of Practice

All of Ola Mai I Loko Mai Massage Therapists are Licensed Professionals and held to the highest standards of the American Massage Therapy Association.

Massage Therapy is a profession in which the practitioner applies manual techniques, and may apply adjunctive therapies, with the intention of positively affecting the health and well-being of the client.

Massage Therapists do not diagnose or prescribe for medical conditions nor are they allowed to provide treatment for a specific condition without a doctor’s supervision. The massage therapist is required to refer you for diagnosis and to follow recommendations of your physician.

Existing and New Medical Conditions

It is the responsibility of the client to keep our staff informed of any medical treatment and or medications currently being taken, and to provide written permission from the physician, chiropractor, physical therapist, etc., if needed. The client must also keep the staff informed of any changes in health conditions.

This policy is to ensure that the wellbeing, safety, and health of our clients and staff are held to the highest standards. If you have any questions on the above information, please direct them to the staff at Ola Mai I Loko Mai.

Client Needs and Boundaries

Here at Ola Mai I Loko Mai we hold ourselves to the highest standards in regards to our clients needs and boundaries. Communication is KEY to ensuring that you are within a safe space and comfortable.

**It is YOUR RESPONSIBILITY to communicate your needs and boundaries  effectively to our team members.**

​

​You, the client, may choose to; leave on as much clothing as needed for comfort, refuse any massage methods, or stop massage at any time.

If at any time you feel uncomfortable, do not want a certain area touched, feel any pain, numbness, or tingling, pressure is too heavy or too light, temperature or environment in room or music is not to your liking, or anything else no matter how small please inform our team member immediately.

​

If at any time a subject, feelings, memories, experiences, or any variety of things come up that feel uncomfortable or unsafe please inform our team member immediately. 

Please notify our staff of any allergies or sensitivities to aromas or ingredients when you schedule your appointment.

Client Sick Policy

In an effort to maintain a healthy environment, we ask that if you are sick (which includes a cold, a fever, the flu, etc.) or have the onset of symptoms of an illness that you reschedule your appointment. If you arrive for your appointment with symptoms of an illness, you will be asked to reschedule your appointment. This is for your well being as well as the health of our employees, therapists and clients.

​

Receiving a massage when you are sick is not advised. While in the early and acute stages of a cold, the flu or other illness, a massage can accelerate the onset of the infection and intensify its severity (via additional circulation of blood & lymph). If you get a massage after the infection has peaked, you may experience a relapse of symptoms and feel sick again. Please wait until you have been well for at least a week before getting your massage. If you do need to cancel your appointment, please call us as soon as possible and we will be happy to reschedule your appointment for a time when you are feeling better.

Confidentiality

We treat all of our client visits and conditions as confidential, as outlined by HIPAA. As such, we will not discuss your visit with anyone outside of our staff without your expressed or written permission.

Please be aware certain sessions offered by Ola Mai I Loko Mai do require conversation between appointed staff, management, and client. Please be cognizant of session you have booked and possible requirement of interaction with appointed staff and management. 

All conversation will be guided by the client’s direction.

Licensed Massage Therapists

If you prefer either a male or female therapist you can request this at the time of booking your appointment. If you have enjoyed the services of a particular therapist on a prior visit, feel free to request that person.