Policies

Please make yourself familiar with our policies relating to our services. If you have any questions please contact me to discuss.

General Policies

By booking an appointment with Equine Muscle Matters you are agreeing to abide by the policies (terms & conditions) of service listed below. You will be required to provide your full name, email address and phone number to secure your booking. Upon booking you will be added to the Equine Muscle Matters mailing list, which you may unsubscribe from at any time. You will receive a confirmation email upon booking, a reminder email 48 hours prior to your appointment and a reminder text 24 hours prior to your appointment.

You will receive a confirmation email upon booking and a reminder email will be sent to you 48 hours prior to your scheduled appointment, as well as a reminder text 24 hours prior to your appointment. You are able to cancel via the link in the emails or you can contact Equine Muscle Matters directly. I do ask that you give 24 hours notice of cancellation. If you cancel within 24 hours, or do not attend at all, and I am unable to fill your appointment time, you will be charged the full session fee which will need to be settled prior to any future appointments. 

I understand that sometimes emergencies happen, and in this instance I ask that you give me as much notice as possible that you are unable to keep your appointment. In this instance it will be at the discretion of Equine Muscle Matters whether the cancellation fee is waived.

Payment by cash or credit card is accepted on the day. HICAPS is available for remedial massage appointments at the EMM Clinic to enable on the spot health rebates. If you need to pay by another method, please contact me prior to your appointment to discuss this.

If you are attending the Equine Muscle Matters clinic please do not arrive more than 10 minutes prior to your appointment time (15 minutes if you are bringing horses). This is to allow clients to leave and required cleaning to occur prior to your arrival.

If you are running late please let me know (if it is safe to do so). As long as there is sufficient time remaining your appointment will go ahead however your treatment time will be reduced to ensure it does not impact the next client.

If you have booked a mobile appointment I will endeavour to arrive on time. If I am running more than 10 minutes late due to traffic, I will let you know as soon as possible. In this instance your treatment time will not be impacted and you will receive the full appointment time.

If you are feeling unwell, especially with fever, sore throat, or cough, please contact me as soon as possible to reschedule your appointment. This is because massage is not recommended for certain illnesses, including these, and to ensure my continued health and the health of all my clients, sharing is not caring in this instance! If you are unsure, please contact me to check. 

If you are showing any symptoms related to COVID-19 I ask that you reschedule your appointment. 

It is not recommended to have a massage for up to 72 hours following the COVID-19 vaccination (or other vaccinations including influenza). This is due to the immune response that your body will be having. If you have an appointment booked within this timeframe please contact me to reschedule your appointment.

I follow all requirements of the state and federal government. If current guidelines require you to wear a mask in public, this means you will be required to wear a mask at your appointment. 

All visitors to the Equine Muscle Matters clinic will be required to check in via the Check In Qld app. If you are unable to check in then I can assist with this. Clients who receive remedial massage as a mobile appointment will also be required to check in via the Check In Qld app. At this time mobile equine appointments do not require this.

It is not recommended to have a massage for up to 72 hours following the COVID-19 vaccination. This is due to the immune response that your body will be having. If you have an appointment booked within this timeframe please contact me to reschedule your appointment.

Equine Muscle Matters is committed to providing quality services to you and this policy outlines our ongoing obligations to you in respect of how we manage your Personal Information.

We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The NPPs govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information.

To view Equine Muscle Matters privacy policy click here.

Equine Muscle Matters strives to offer you the best service possible. If you feel this was not the case and you wish to provide feedback regarding improvement or make a complaint, please contact Equine Muscle Matters directly and in writing to info@equinemusclematters.com.au. You will receive a response within 24 hours of receipt of your complaint and an investigation will be undertaken.

Children must not be brought to your appointments at the Equine Muscle Matters clinic, particularly for remedial massage appointments.  It is not possible to care for them and their safety whilst you are receiving a treatment. 

If you are booking in your child who is under 18 years of age, they are considered a minor. In this instance please see the Treatment of Minors policy under Remedial Massage Policies.

Equine Bodywork Policies

As a member of the Equine Therapies Association of Australia I adhere to their code of conduct. The full code of conduct can be accessed here.

As a member of the ETAA I agree to the following:

  • I will not knowingly breach any guidelines laid down in the constitution.
  • I will not use professional connections or affiliations in an unsuitable manner.
  • I will not treat any equines whilst under the influence of alcohol or drugs or whilst ill.
  • I will not smoke or behave inappropriately whilst attending to clients.
  • I will wear appropriate clothing and footwear whilst treating clients. This does not include revealing clothing, skirts, dresses, or uncovered shoes.
  • I shall not use any unsafe or improper practice, or use equipment or modalities in which they are not trained.
  • I shall always behave in a professional manner and do everything in their power not to bring the association into disrepute.
  • I shall at all times show due respect and co‐operate with therapists of other disciplines. Slander will not be tolerated.
  • I shall at no time take part in or promote any activity, verbal or otherwise, which will reflect negatively on ETAA.

I require a handler to present at all times during your horses appointment. The handler must be observant during the session as I will often be in a position where I am unable to see what is happening around us, or in a vulnerable position under the horse. It is expected that the handler will control the horse appropriately and be completely aware of any hazards at all times. The handler must be able to assist with the treatment where required. 

If the behaviour of the horse or handler is putting the safety of myself or others at risk, I reserve the right to end the appointment. Full payment will still be required for the treatment provided.

I will always maintain the highest standards of professional conduct and duty of care to the horse. My primary duty is to assist the equine in achieving optimum health, within the circumstances of their condition. Under no circumstances will I knowingly undertake any action or treatment that would adversely affect the health of the horse. Equine Muscle Matters does not diagnose or prescribe for medical conditions. You may be referred to a veterinary practitioner for diagnosis or treatment or to a specialist such as Chiropractor, Physiotherapist or Osteopath. The services at Equine Muscle Matters are not intended as an alternative for proper veterinary attention for specific conditions.

All clients and conditions are treated as confidential. As such, details of your appointment will not be discussed with anyone outside of the appointment, without your express permission. I will not disclose information obtained in confidence about any equine in my care unless consent has been given. This includes information provided on your horse health history form as well as through conversation during the appointment. 

Client records are kept confidential at all times and maintained securely on password protected devices.

Your horses welfare is paramount. In extremely hot temperatures I may ask to reschedule your horses appointment to a cooler time of day or I may need to reschedule to another day.

Your horse needs to be as dry as possible for me to massage, so if it’s raining please allow your horse time to dry or put a rug on prior to my visit. If it is raining and you don’t have anywhere undercover for me to work on your horse, we may need to reschedule. I will contact you the day before your appointment if rain is forecast to discuss this with you.

In the event of severe storms I will contact you to reschedule as this makes an unsafe environment to work on your horse.

It is your responsibility to keep Equine Muscle Matters informed of any veterinary treatment currently being undertaken or any medications being given to your horse.  You must also keep Equine Muscle Matters informed of any changes in health conditions. For horses undergoing certain treatments, or with certain conditions please note that written permission from your veterinarian may be required that states they are aware of and agrees to the desired treatment.  This is because some illnesses/conditions are contraindicated by massage and can cause further health problems/complications. 

Remedial Massage Policies

As a member of the Association of Massage Therapists I adhere to their code of conduct. The full code of conduct can be accessed here.

As a member of the AMT I agree to:

  • care for the health, wellbeing and comfort of my clients with the utmost skill appropriate to
    my current qualifications
    • respect the privacy, modesty and dignity of my clients and maintain appropriate professional
    boundaries
    • respect the beliefs, rights and values of my clients
    • protect the confidentiality of my clients’ personal information
    • refer clients to an appropriate therapist if their needs are outside my scope of practice
    and training
    • respect my fellow therapists in all disciplines
    • commit myself to continuing professional development, sharing technical skills and raising
    professional standards
    • endeavour to enhance the reputation of the massage therapy profession
    • support the Association of Massage Therapists in all its ideals, principles, codes
    and standards
    • refrain from conduct that adversely affects the reputation of the Association of Massage
    Therapists or the massage profession
    • comply with the AMT Code of Practice and all applicable State, Territory and Federal laws

Whilst completing your client history form online, prior to your appointment, you will be asked to sign the treatment consent form stating that you have read the information and understand it.

Prior to each massage session, the treatment plan will be discussed with you and your informed verbal consent obtained prior the treatment commencing. If, during your treatment, I would like to use a different technique or access a different area, I will confirm this with you and gain your consent.

It is important to remember that you are able to withdraw your consent at any time during your treatment. At any time you may ask me a question, ask me to alter my pressure, stop working on a certain area, or request that the treatment stops completely.

Equine Muscle Matters is happy to adjust pressure, temperature, music volume/ type of music, work longer on an area or move on if you request it.  You, the client, may choose to: leave on as much clothing as needed for comfort, refuse any massage methods and stop the massage at any time. You will always be modestly draped. Only the area being massaged will be undraped. Your informed consent will be sought prior to any massage taking place and your understanding ensured.  

Sexual interaction or discussion of any kind between the client and the massage therapist is NEVER appropriate and will result in the treatment being terminated and you being asked to leave the premises immediately. Equine Muscle Matters provides professional services only in line with Government regulations. 

I adhere to the policy of the Association of Massage Therapists in relation to treating minors. 

The AMT treatment of minors policy states:

In Queensland a minor is legally defined as a person less than 18 years of age. I have a Working With Children Check, known as a “Blue Card”. Valid for two years, Blue Cards entitle individuals to engage in child-related occupations/volunteering. 

When treating a minor, massage therapists are required to:
• comply with relevant local statutes relating to child protection, mandatory reporting and working with children
• seek informed consent for treatment from a parent, legal guardian or caregiver
• have a parent, legal guardian or caregiver present throughout the treatment.

Massage therapists should be mindful of the following principles in relation to the treatment of minors:
• Children are people too. Involve minors in the decision-making process as much as possible. Empower children by explaining the treatment in age-appropriate terminology and seek consent for treatment from them too, wherever practicable.
• Respect boundaries. Children may feel uncomfortable about some elements of the treatment, such as removing clothing or
lowering/adjusting underpants to access the lower back muscles, and working close to the groin and buttocks. Massage therapists should look for signs of discomfort and be flexible in their approach. Therapists should develop strategies to work with the particular sensitivities of each client.

Equine Muscle Matters does not diagnose or prescribe for medical conditions. You may be referred to a medical doctor for diagnosis or treatment or to a specialist such as an Osteopath, Dietitian or Exercise Physiologist. The services at Equine Muscle Matters are not intended as an alternative for proper medical attention for specific conditions.

All clients and conditions are treated as confidential. As such, details of your appointment will not be discussed with anyone outside of the appointment, without your express permission. I will not disclose information obtained in confidence about any aspect of your health or personal life unless consent has been given or it is required by law. This includes information provided on your health history form as well as through conversation during the appointment. 

Client records are kept confidential at all times and maintained securely on password protected devices.

It is your responsibility to keep Equine Muscle Matters informed of any medical treatment currently being undertaken or any medications being taken, and to provide written permission from the physician, chiropractor, physical therapist, etc., that massage may be provided as part of your holistic treatment plan. You must also keep Equine Muscle Matters informed of any changes in health conditions. For clients undergoing certain treatments, or with certain conditions please note that a doctor’s note may be required that states the doctor is aware of and agrees to the desired treatment.  This is because some illnesses/conditions are contraindicated by massage and can cause further health problems/complications. 

Have a question about any of the policies above? Contact me by filling out your details below.