---
title: Cancellation Policy Massage and PT
description: "# Procedure > When a patient can't complete a massage or PT appointment and we are not given 24 hour notice their appointment is processed through as it is completed, save for a few differences. *This policy will be discussed…"
url: "https://hillfamilychiropractic.com/wiki/cancellation-policy-massage-and-pt/"
updated: "2026-09-21"
category: Patient Care Policies
---

# Cancellation Policy Massage and PT

# Procedure

> When a patient can't complete a massage or PT appointment and we are not given 24 hour notice their appointment is processed through as it is completed, save for a few differences. *This policy will be discussed with our newer patients at Office Policies and will be rolled out at Re-Reports to our existing patients. *

1. Check their appointment through to "Done" as usual.
2. Add the proper CXL Code into their ledger for that visit.
3. Communicate with the patient that the appointment qualifies as "Declined Care"

# Charges/Codes

The following codes apply to this procedure.

- 97124 Massage 30 Minutes CXL
- 97124 Massage 60 Minutes CXL
- FITNESS PT Single Session CXL

# Scripting

> If you know for sure that a patient has been told this policy, use the scripting below to help enforce it. If you aren't sure they know, you can inform them of it when it is relevant and agree to wave the policy for this visit, letting them know it will be enforced on future visits.

### Office Policies

"Your plan has massage and/or personal training for us to schedule out. We'll select a time that is good for you and reserve those spots. Our massage therapist/trainer stays very busy, so we do have a cancellation policy on these visits. We just ask that you give us more than 24 hours' notice that you won't be able to complete that portion of your appointment. If we don't get notice, we'll input it as "Declined Care," which means it won't be eligible to reschedule."

### When Scheduling

"Ok, I have that scheduled for you. I want to inform you of our cancellation policy. Our massage therapist/trainer stays very busy, so we do have a cancellation policy on these visits. We just ask that you give us more than 24 hours' notice that you won't be able to complete that portion of your appointment. If we don't get notice, we'll input it as "Declined Care," and will charge your payment method on file. (Get payment method information.)"

### When patient calls to cancel or replies "No" to text.

**This is saved as a Canned Reply:** "I understand. As discussed with you previously our massage therapist/trainer stays very busy, so we do have a cancellation policy on these visits. Since we didn't have more than 24 hours' notice that you won't be able to complete that portion of your appointment we'll input it as "Declined Care," and (charge your card on file [PPV]) it will not be eligible to reschedule."

### When patient is in office and declines massage or PT.

"I understand. As discussed with you previously our massage therapist/trainer stays very busy, so we do have a cancellation policy on these visits. Since we didn't have more than 24 hours' notice that you won't be able to complete that portion of your appointment we'll input it as "Declined Care," and (charge your card on file [PPV]) it will not be eligible to reschedule."