Policies and Terms
At HILLHEIM (formerly Hill Massage and Fitness), the goal is to provide exceptional bodywork (clinical and somatic) in a way that ensures every client has an equal opportunity to heal their mind, body, and soul. These policies are in place not just to protect Amelia’s time and business but to maintain a structured, professional space where each client receives the highest level of care.
By maintaining clear policies, Amelia can ensure that each session is intentional, that all clients have fair access to appointment slots, and that everyone’s healing journey is respected. Missed appointments, late arrivals, and last-minute cancellations impact not just Amelia, but other clients who could have used that time for their own recovery.
Please take a moment to read through these policies before booking your session—as they are updated every so often to help solidify optimal client care.
These policies are strictly enforced to ensure a professional, respectful, and fair experience for all clients. By booking a session, you are agreeing to the following terms and conditions:
New Client Policy
UPDATED FEBRUARY 11, 2025
To ensure quality treatment and proper intake review, the following policies apply to all new clients:
New clients must book at least 24 hours in advance. Same-day bookings are not allowed to allow time for intake review and session planning. New clients requiring urgent care should seek an alternative provider.
A $25 New Client Consultation Fee applies to first-time sessions. This mandatory 15-minute consultation during your session ensures thorough intake review and treatment customization. The fee is automatically applied at booking and cannot be waived.
A valid government-issued photo ID is required for all new clients. This is for identity verification and liability protection. Minors must present a school ID, driver’s permit, passport, or other legal identification.
New clients must complete the intake form and liability waiver before booking. This comprehensive health form must be completed at least 24 hours before the session. Failure to submit the form will result in appointment cancellation without refund.
These policies ensure that each new client receives tailored, professional treatment while maintaining efficient scheduling and intake procedures.
Late Arrival Policy
UPDATED SEPTEMBER 30, 2024
Sessions begin at the scheduled time. If you arrive late, late arrivals are the client’s responsibility. Please arrive 5 minutes early, but do not enter the office until your scheduled time. If you are 1-14 minutes late, your session still ends at the originally scheduled time.
Amelia does not accommodate late arrivals beyond 15 minutes—your appointment is forfeited and charged as a no-show. Please see No-Show Policy for more information.
No-Show and Late Cancellation Policy
UPDATED SEPTEMBER 30, 2024
Amelia values her time, and last-minute cancellations impact her schedule and income. These fees ensure Amelia is still compensated for the time reserved.
Late cancellations that are less than 24 hours will be charged at 25% of the session fee. A cancellation made less than 12 hours before your session will be charged 50% of the full session price. Cancellations that are less than 3 hours before your session will be charged at 70% of the session fee.
No-shows will be charged in full at 100% of the session fee. Clients who no-show on a Saturday or Sunday will be charged an additional $50 fee. If you are 15 minutes late to your appointment, you will forfeit your session and be charged 100% of the session price and it will be marked as a no-show. If a client no-shows twice, they will be terminated and no longer be allowed to book sessions with Amelia. This ensures fairness for all clients who value and respect their appointments.
If you have an outstanding late cancellation or no-show fee, you will not be able to book again until it is paid in full.
Emergency Policy: Amelia understands that emergencies happen. However, out of fairness to all clients, these policies ensure accountability while allowing for legitimate exceptions on a case-by-case basis. If you experience an actual emergency, notify Amelia with a text message (479.222.1420) ASAP. Exceptions are case-by-case. If you do not notify Amelia before your appointment time, it will be marked as a no-show.
Illness policy: If you are sick, please stay home, but notify Amelia with a text message (479.222.1420) ASAP. Please text an image of your doctor’s note so that your late cancellation fee is waived. If you do not notify Amelia before your appointment time, it will be marked as a no-show and a fee cannot be waived.
Client Conduct and Professionalism Policy
UPDATED FEBRUARY 11, 2025
Intake Forms and Medical Clearance: Clients must have a current intake form filed—all clients will have to fill out a new intake form every 6 months. If you are currently under the care of a physician for a medical condition, please provide a release from the doctor at the time of the appointment.
Hygiene and Cleanliness: Please arrive clean—free of dirt, grime, and body odor. Amelia can handle some sweat from a workout, since many of her clients are athletes, but try not to make it a habit. Be considerate and do not use strong perfume or cologne before arriving.
Draping and Session Expectations Policy: For an effective session, clients are expected to fully undress before getting on the table. Professional draping will be used at all times—only the area being worked on will be uncovered. If you prefer to leave on underwear, note that this may limit access to certain muscle groups and affect treatment effectiveness. If you are a female currently on your menstrual cycle, you may choose to keep bottoms on for comfort. If you have concerns about draping or body exposure, please discuss them before the session begins. For clients with breasts, Amelia may suggest uncovering the chest area for proper pectoral and diaphragm work. This is particularly important for the somatic bodywork protocol, where unrestricted movement aids in full-body integration. Clients will never be touched inappropriately, and nipples will not be deliberately contacted.
Tobacco and Substance Policy: Tobacco usage is not permitted on the premises. Please do not arrive smelling like smoke; we will turn you away without a refund since the odor clings to the room.
Substance Use and Sobriety: Amelia reserves the right to refuse service without a refund if she believes you are inebriated. Allow at least 4 hours after having an alcoholic beverage before your appointment. The practice supports medical marijuana and psychoactive supplements for nervous system regulation—do not abuse this. Please arrive sober.
Weapons Policy: All weapons (including knives and tasers) must be stowed in your vehicle and are not permitted on the premises.
Electronic Devices: Phones and other electronic devices must be silenced during your session.
Sexual Misconduct Policy: Any inappropriate comments, gestures, advances, or actions of a sexual nature will result in the immediate termination of the session, and law enforcement will be called. There is zero tolerance for any form of sexual misconduct. Future bookings will be permanently revoked, and the client will be banned from the practice and premises.
Tipping Policy: Tipping is not required, but a 20% tip is standard and expected in this industry as a sign of respect for the bodywork specialist. This business follows Scandinavian values of work and compensation. When receiving services from someone of Scandinavian descent, tipping is a way to show respect for the specialist and satisfaction with the service. Additionally, tips help fund community events that support clients, wellness initiatives, and outreach efforts.
Boundaries for Outside Communication: Please do not contact Amelia before 10AM CST or after 7PM CST. Clients walk the line between professional and personal relationships, and many of you become friends. However, unless you have Amelia’s personal number (NOT 479.222.1420), please be mindful of conversations that are not related to booking matters or your recovery efforts. Radio Silence Hours: Sunday at 2PM through Tuesday at 10AM – Do not contact Amelia during this time unless you have her personal number.
Identity Verification Policy
UPDATED FEBRUARY 11, 2025
Clients must book their own sessions. You cannot book an appointment for another individual. If you would like to purchase a session for someone else, you may purchase a gift card by texting Amelia directly (479.222.1420).
All clients must have their own account when booking, including minors. Parents or guardians may assist minors (under 18) in setting up an account, but the session must be booked under the client’s name, not the parent’s.
New clients must bring a valid, government-issued photo ID to their first session for identity confirmation. This includes minors (who must present a school ID, driver’s permit, passport, or other valid form of identification).
Clients may not transfer or “gift” their session to another person. If you cannot make your appointment, you must cancel within the allowed time frame to avoid fees.
Privacy and Minor Policy
UPDATED FEBRUARY 11, 2025
Client Privacy: Per HIPAA guidelines and client-provider confidentiality, only the client and Amelia (and Hazel) are allowed in the office during sessions unless the client has a special condition (such as autism, Down syndrome, PTSD, etc.) and has written confirmation by a doctor or licensed behavioral specialist. The caretaker must also sign a liability waiver upon entering the office. The only exception to this policy is if the client is a minor—their legal guardian must sign a liability waiver.
Minor Policy: Minors age 15 and under must be accompanied by a legal guardian. Minors ages 16-17 do not need to be accompanied—however, their legal guardian must be present at their first session to sign a liability form for the client and themselves in person. Please do not bring small children to the clinic if they are not being treated by Amelia. If you must bring your child, please text Amelia (479.222.1420) before booking your session.
Hazel’s Policy
UPDATED DECEMBER 17, 2024
Hazel is part of the practice. She is present during sessions unless prior accommodations are requested. She is a well-trained working dog, actively being trained as a service dog. She will not be kenneled or tied up—she is free to roam.
Accommodations Fee: If you require Hazel to be absent during your session, a $100 non-refundable fee will be applied per session.
Advance Notice Required: You must text Amelia directly (479.222.1420) to book a Hazel-free session. These appointments cannot be booked online because of extra planning. These accommodations require an hour of extra time (dropping her off and picking her up).
No exceptions will be made for last-minute requests. If you show up and demand Hazel be removed or restricted, your session will be canceled and charged in full.
If you have severe allergies to dogs or a fear of them, we strongly recommend seeking bodywork elsewhere.
Credit Card and Payment Policy
UPDATED JANUARY 3, 2025
All clients must have a valid credit or debit card on file to book. If you prefer to pay in cash, you still need a card on file. Failure to keep an updated card may result in appointment cancellations.
Refund Policy: All sales are final. This includes memberships, pre-paid sessions, and gift cards. Clients may reschedule within the allowed time frame, but cannot receive refunds. If you miss a session, that is on you—your session does not roll over, and no refunds will be given.
Membership clients: Card must remain active and updated for recurring billing.
Inclement Weather Policy
UPDATED FEBRUARY 11, 2025
There is no such thing as inclement weather—there are only bad clothing choices and lack of preparation. The only exception is for tornado warnings, where clients must find shelter immediately.
Icy roads, snow, and other conditions are not valid reasons for last-minute cancellations.
Clients must drive safely and allow proper time to get to their appointment. If you book a session, it is your responsibility to check the weather in advance and prepare accordingly—because Amelia’s Viking ass will be there.
If a tornado warning is issued before your session time, your appointment can be rescheduled without penalty.
Same-Day Scheduling and Waitlist Policy
UPDATED FEBRUARY 11, 2025
Last-minute sessions disrupt the schedule and are rarely available—clients should plan ahead whenever possible. Same-day appointments require approval via text (479.222.1420) to request availability. If a same-day appointment is approved, a $50 priority booking fee for nonmembers and $25 for members will be applied to the session price. Same-day appointments are at Amelia’s discretion and are not guaranteed.
Clients who wish to be added to a waitlist for last-minute cancellations may text Amelia directly (479.222.1420). Openings are first-come, first-serve. If you do not respond promptly (nonmembers: 10 minutes, members: 15 minutes) to a waitlist notification, the spot will go to the next client in line.
After-Hours Scheduling Policy
UPDATED JANUARY 3, 2025
Sessions outside standard hours (Tuesday – Thursday from 12PM to 6:30PM, Saturday – Sunday from 10AM to 2PM) require a $50 additional fee. To schedule a session outside of these hours, you must text Amelia (479.222.1420).
Membership Policy
UPDATED FEBRUARY 2, 2025
All memberships require a six-month commitment before switching to a month-to-month basis. This ensures consistency and client commitment. Clients must notify Amelia at least 30 days in advance before canceling a membership.
Memberships have a strict no-refund policy. If you miss a month, that’s on you—you still pay. This means you will not receive refunds for missed sessions, forgetting to book, or last-minute changes. Your sessions do not roll over to the next month if you don’t use them.
Members must keep a valid credit card on file to avoid billing issues.
Memberships cannot be purchased by clients requiring Hazel-free accommodations.
Bodyweight Accomodations and Safety Policy
UPDATED FEBRUARY 11, 2025
Client safety and provider well-being are top priorities. To ensure effective bodywork while maintaining professional standards and equipment longevity, the following policy applies:
300 lbs is the maximum weight limit for bodywork sessions. This is due to table limitations, biomechanical strain, and session effectiveness. Clients over 300 lbs cannot be accommodated and should seek specialists trained in bariatric bodywork.
Clients between 250-300 lbs are subject to a $50 specialized accommodations fee due to: Increased manual effort and deeper pressure work required to access muscle tissue. Additional linens, towels, and product use.
Increased wear and tear on equipment and table mechanics.
Modified Techniques & Limitations: Clients over 250 lbs may not receive certain mobility work or facilitated stretches due to safety concerns. Table height and positioning must be adjusted for proper biomechanics.
This policy is in place not as discrimination, but as a necessary measure for both client and provider safety, equipment longevity, and the effectiveness of treatment.
Liability Policy
UPDATED JANUARY 3, 2025
By booking a session with Amelia Hill (HILLHEIM, formerly Hill Massage and Fitness), you acknowledge and agree to the following terms. You fully understand that bodywork is a therapeutic service provided for general wellness, stress reduction, and relief of muscular tension and is not a substitute for medical examination, diagnosis, or treatment by a licensed physician. You should seek a medical professional for any mental or physical ailment of which you are aware.
Informed Consent & Waiver of Liability
I acknowledge that:
My consent to receive bodywork is informed and voluntary. I may withdraw my consent at any time, except for actions already taken.
Bodywork specialists do not diagnose illness or disease and will not provide medical prescriptions or treatments.
Potential risks of bodywork include, but are not limited to: superficial bruising, temporary muscle soreness, and exacerbation of undiagnosed injury or pathology.
If I experience any discomfort or pain during the session, I will immediately inform the bodywork specialist to adjust pressure or technique.
I will not hold Amelia Hill, HILLHEIM (Hill Massage and Fitness), Hazel (working dog), or any location where the service is provided responsible for any discomfort, injury, or adverse effects that may arise during or after the session.
Client Responsibilities & Acknowledgments
I confirm that:
I have provided an accurate and complete medical history, including all conditions, injuries, and medications.
I understand that bodywork may carry additional risks based on my physical and mental condition.
I do not have any injuries or conditions that would prevent me from receiving bodywork safely.
I acknowledge that either I or the bodywork specialist may terminate the session at any time.
Full Legal Release & Waiver of Legal Action
I understand and agree that:
I fully waive the right to pursue any legal action against Amelia Hill, HILLHEIM (Hill Massage and Fitness LLC), Hazel (the dog), or any event host or business premises where services are provided.
This waiver includes any and all liability related to injury, discomfort, or adverse effects resulting from the session.
If my session occurs at an event, I waive the right to legal action against the event host, event organizers, or property owners where the event is held.
I accept full personal responsibility for my decision to receive bodywork and assume all associated risks.
Final Acknowledgment
By booking a session, I affirm that I have read, understand, and agree to all terms outlined in this liability waiver. I acknowledge that this waiver is legally binding and applies to all future sessions unless updated policies are signed.
Final Notes
All policies are non-negotiable. These rules are in place to create a structured, efficient, and professional practice. Failure to comply with policies may result in termination of services. Respect Amelia’s time, and she will continue providing top-tier bodywork for you.