Safe and Professional
Service Policy
Safe and Professional Service Policy
Effective Date: November 15th, 2025
Code of Conduct
At City Therapy, we take pride in upholding the highest standards of professionalism, safety, and client care within our industry. Every member of our team is required to maintain an active and in good standing license or registration with their professional regulatory body and successfully pass both criminal background and employment reference checks.
The Code of Conduct, set out by the applicable Ontario regulatory Colleges, outlines the ethical and professional standards expected of all regulated healthcare providers. These standards are designed to protect you and ensure a comfortable, respectful experience.
If you ever feel uneasy or dissatisfied with any aspect of your service, please communicate your concerns directly with your service provider. If you prefer not to do so, you may request to speak with the clinic manager after your appointment or communicate via email at info@citymassage.ca.
Your Responsibilities as a Client
Your comfort and safety are a shared responsibility. Before your session begins, please inform your therapist of:
- Any health conditions, sensitivities, or specific needs that could affect your treatment.
- Adjustments that may enhance your comfort (e.g., room temperature, music volume, lighting, or table setup).
- Your preference regarding conversation during your treatment.
- Your desired pressure level and any product preferences for your skin.
If you feel uncomfortable at any time, please let your provider know immediately so that adjustments can be made.
If you arrive late, our team will do their best to accommodate you, but your appointment time may need to be shortened to avoid impacting the next client.
Inappropriate or disrespectful behaviour toward our staff will not be tolerated. Any such behaviour will result in the immediate termination of your session.
Our Promise to You
If any form of inappropriate, threatening, or unsafe behaviour occurs either toward a client or a team member. City Therapy will take immediate action. With your permission, we will assist in contacting the appropriate authorities and will cooperate fully with any investigation.
Should an allegation of misconduct be made against a service provider, that individual will be placed on immediate suspension pending a thorough investigation.
Our Commitment to a Safe Experience
At City Therapy, ensuring your peace of mind and physical safety is our top priority. You have complete control over your experience, and we encourage open communication at all times.
You Have the Right To:
- Direct Your Experience: Tell your therapist what you prefer or prefer not to include in your session.
- Choose Your Level of Undress: Undress only to the level you are comfortable with. Your therapist will leave the room while you change and will provide proper draping at all times.
- Request Adjustments: You can ask for changes in pressure, temperature, lighting, or music at any time.
- Bring a Companion: If you feel more comfortable having a friend or family member in the room, please notify the clinic ahead of time. Depending on local policy, a consent or release form may be required.
Maintaining Professional Boundaries
All City Therapy practitioners are required to maintain clear professional boundaries at all times. They are trained to avoid personal or inappropriate discussions and are expected to foster a respectful, therapeutic relationship.
Your therapist will always obtain informed consent before beginning treatment and will explain the areas being worked on. Written consent and a clinical rationale are required for any treatment involving sensitive regions such as the gluteal muscles, upper inner thighs, chest wall, or breast tissue.
Proper and modest draping will always be maintained. Under no circumstances will a therapist touch or expose the genitals, pelvic area, or areolae.
Our Ethical Standards
All City Therapy professionals are expected to uphold the highest ethical and professional standards by:
- Delivering high-quality care with honesty, integrity, and respect.
- Following all professional codes, clinic policies, and regulatory requirements.
- Committing to lifelong learning, continuing education, and self-assessment.
- Maintaining a clean, sanitized workspace to protect client safety.
- Preserving confidentiality and protecting all personal and health information.
- Treating every client with dignity, equality, and compassion.
- Prioritizing client well-being through the principle of “do not harm.”
- Ensuring informed consent is obtained before every service.
- Avoiding any conversation or behaviour of a sexual, discriminatory, or overly personal nature.
- Providing professional draping to prevent any unnecessary or inappropriate exposure.
- Being mindful of touch, positioning, and body awareness throughout the session.
Our Commitment to You
City Therapy is dedicated to providing every client with a safe, ethical, and professional wellness experience. We hold ourselves accountable to the highest standards of care so you can feel confident, comfortable, and respected every time you visit us.