Policies & Studio Etiquette

We’re glad you’re here.

A few shared expectations help JTB run smoothly and create an environment where our clients and team members can enjoy their time here.

Please review the policies below before attending a class, appointment, workshop, or event. If you have questions, contact us. You can also visit our FAQs for more information about your first visit.

Community Expectations

JTB is committed to creating a welcoming, inclusive, professional environment where people are treated with dignity and respect.

By participating in a JTB class, appointment, training, workshop, retreat, event, or other offering, you agree to respect the boundaries, bodies, identities, property, privacy, and personal space of others.

Harassment, discrimination, threats, intimidation, sexual harassment or misconduct, unwanted sexual comments or advances, and other behavior that violates another person’s boundaries are not permitted.

Clients and participants may not attend JTB offerings while impaired by alcohol, drugs, or other substances in a way that could affect their safety or the safety or experience of others. If a team member has reasonable concerns about someone’s ability to participate safely, that person may be asked not to participate.

JTB reserves the right to end a session, ask someone to leave, decline service, or discontinue someone’s participation or membership when necessary to protect our community, our team, or the operation of the business.

Sharing a Concern

If something happens at JTB that concerns you, we want to know.

You can use our Grievance Form to share a concern, experience, or feedback with us. Providing your name and contact information is optional, and you are welcome to submit the form anonymously.

All concerns are taken seriously and reviewed with care and discretion. Please understand that remaining anonymous may limit our ability to ask follow-up questions, investigate fully, or communicate with you about the outcome.

If you choose to provide contact information, we aim to acknowledge your report within 72 hours.

Booking, Payment & Purchases

A valid credit card is required to reserve appointments. You may choose another accepted payment method at checkout. If you prefer not to keep a card on file, please contact us before booking so we can discuss available prepayment options.

Memberships, class passes, packages, introductory offers, and other purchases are for the individual associated with the account and may not be transferred unless otherwise stated.

Introductory offers are available to new clients only and are limited to one per person.

Gift cards are subject to applicable Massachusetts law and are not redeemable for cash.

Class passes, packages, workshops, promotions, and other limited duration purchases may have specific expiration dates or terms. Please review those terms at the time of purchase.

Gratuity

Gratuity for massage and other eligible services is always optional and never expected.

If you’d like to leave a gratuity, cash and available electronic payment options may be given directly to your provider.

Refunds

Purchases are generally nonrefundable unless otherwise stated. When an eligible refund is approved, it may be issued as account credit or returned to the original payment method depending on the circumstances and terms of the purchase.

If you’ve made a purchase in error, please contact us before using the pass, service, or product so we can help.

Cancellations

We know plans change. Our cancellation policies allow us to protect the time reserved for you while giving other clients an opportunity to book available spaces.

Massage & Private Appointments

Please provide at least 24 hours notice when canceling or rescheduling an appointment.

Cancellations within 24 hours and missed appointments are charged the full scheduled service price or result in the applicable session, package credit, or gift certificate being applied to the missed appointment.

Please arrive approximately 5 to 10 minutes before your appointment. New clients should allow additional time to complete any necessary forms.

If you arrive late, your session will likely need to be shortened so that the next client’s appointment can begin on time. Arrivals of 15 minutes or more after the scheduled start time may need to be rescheduled and treated as a missed appointment.

Classes

Classes may be canceled without penalty until 4 hours before the scheduled start time.

Late cancellations and missed reservations are subject to a $10 fee or deduction of the applicable class visit, depending on the pass or membership used.

Eligible monthly class members receive up to two waived class late cancellation fees per calendar month.

Please arrive 5 to 15 minutes before class. For safety, security, and to avoid disrupting class once it has begun, the studio door may be locked at the posted start time. If you arrive after class begins and cannot enter, the reservation is considered a late cancellation.

Workshops, Pop Ups & Special Events

Unless otherwise stated at registration, workshops and special events require at least 24 hours notice for cancellation.

Cancellations within 24 hours and missed events are charged in full.

Some workshops, pop ups, and special events require minimum enrollment. JTB reserves the right to cancel an offering that does not meet minimum registration. If JTB cancels an event, registered participants will be notified and appropriately refunded.

Emergencies

Life happens.

If an emergency or circumstance outside your control prevents you from attending, please contact us as soon as possible. Management may make exceptions to cancellation policies at its discretion.

We ask for your understanding that repeated late cancellations and missed appointments affect our instructors, therapists, other clients, and small business. Exceptions cannot always be provided.

Memberships

Membership terms, including commitment periods, pricing, cancellation requirements, and any applicable early termination fees, are outlined in the agreement provided when you enroll.

Memberships automatically renew according to those terms. If you wish to cancel after completing your initial commitment, please provide the notice required by your membership agreement.

If an automatic payment cannot be processed, membership access may be paused until the account is brought current.

Eligible memberships may request temporary holds in 30-day increments for up to 90 days per calendar year, subject to the terms of the membership.

Please contact us if you have questions about your membership or need help understanding your agreement.

Health, Forms & Illness

Some JTB services require health history, intake, consent, or other forms. Please complete requested forms accurately before your appointment or participation.

Information you share helps your provider make appropriate decisions within the scope of the service being offered. Please communicate relevant changes or concerns directly with your provider.

If you are experiencing a contagious illness, please stay home and contact us about your reservation.

Discounts & Promotions

JTB is proud to offer eligible discounts to:

Active military members and veterans

High school, undergraduate, and graduate students

Adults age 65 and older

We may request reasonable verification of eligibility.

Discounts generally cannot be combined with autopay pricing, introductory offers, or other promotions unless specifically stated.

Promotional offers, raffles, giveaways, and special pricing may include their own expiration dates and terms. Please review those terms when participating or purchasing.

Enjoy & Respect the Space

Phones

We encourage you to unplug during classes and services. Please silence your phone completely rather than using vibrate and keep it with your personal belongings unless you need it for a specific reason.

Shoes

Please leave outdoor shoes in the lobby. Yoga, Pilates, and Barre are generally practiced barefoot or in appropriate socks. Classes requiring sneakers should be attended in clean indoor shoes only.

Conversation & Noise

We love that people make friends here. Please be mindful of volume in common areas, particularly while massages, restorative practices, meditation, or other quiet experiences may be happening nearby.

Service Animals & Pets

Pets are not permitted inside JTB except during specifically designated events.

Service animals are welcome in accordance with applicable law.

Children & Teens

Children may not be left unattended at JTB.

Children under age 13 may participate only in classes or events specifically designated for their age group and must meet the supervision requirements of that offering.

Participants under 18 require appropriate consent from a parent or legal guardian for services requiring a waiver.

Massage services for minors require parent or legal guardian consent and are subject to JTB’s policies for working with minors. Please contact us before booking so we can make sure the appropriate arrangements and documentation are in place.