FAQ & Policies

Frequently Asked Questions
& Policies

Here you’ll find answers to common questions about what to expect during your appointment, the services offered, and policies designed to ensure a safe, comfortable, and inclusive experience for all clients. If you have any additional questions, don’t hesitate to reach out!

FAQs

What can massage therapy treat?

Massage therapy can address a wide range of physical and mental health conditions. It is commonly used to relieve muscle tension, reduce pain, and improve mobility, making it effective for conditions such as low back pain, headaches, neck pain, repetitive strain injuries, and carpal tunnel syndrome. It is also beneficial for individuals managing chronic conditions such as fibromyalgia, Multiple Sclerosis, Parkinson’s disease, and post-stroke recovery.

Beyond its physical benefits, massage therapy can support mental and emotional health by aiding with sleep disorders, anxiety, mood imbalances, and stress. Whether an individual is seeking relief from specific pain or looking to improve overall well-being, massage therapy serves as a versatile tool to support healing.

What can I expect during my appointment?

Each appointment is designed to be a personalized and supportive experience, tailored to the individual's specific needs. It begins with a brief intake and assessment to discuss health concerns, treatment goals, and the reason for the visit. The therapist will review any necessary details, conduct an assessment, and obtain written consent if required. Time is then provided to undress to a comfort level before the hands-on portion of the session begins. Depending on personal preferences, oil or cream may be used during the treatment.

Throughout the session, individuals are encouraged to provide feedback on techniques, pressure, lighting, or music to ensure comfort and satisfaction. The appointment concludes with self-care recommendations to support progress beyond the clinic. Comfort and safety are the top priorities, and any part of the treatment can be modified or stopped upon request.

How long should my appointment be?

30-minute massage: There is a specific muscle group that requires attention.
45-minute massage: 1 or 2 areas of specific focus to alleviate pain or stiffness.
60-minute massage: Good for a general full-body relaxation massage or a detailed upper or lower-body treatment.
75-minute massage: This is great for a full-body relaxation massage or a general full-body massage with 1 or 2 areas of specific focus.
90-minute massage: Perfect for full-body relaxation while addressing many areas that require specific attention.

How often should I schedule follow-up consultations?

The ideal frequency for follow-up consultations depends on individual goals and needs. For acute issues or post-operative care, weekly or bi-weekly sessions may be recommended initially. For chronic conditions or general wellness, appointments every three to four weeks are often beneficial. Krista collaborates with each client to create a personalized treatment plan that fits their schedule and supports their healing journey.

Do I need to fill out a health history form before my appointment?

Yes, all clients are required to complete a health history form before their first appointment. This form provides essential information about medical history, current concerns, and overall health, ensuring the safest and most effective care. It also allows for any necessary adjustments to the treatment plan before the session, minimizing delays and ensuring a focused approach to individual needs.

Once an appointment is booked, the form will be sent via email. Clients are encouraged to complete it in advance to allow sufficient time for review. Any questions or concerns can be addressed before the session by reaching out for assistance.

What is your Sliding Scale Community Fund?

The Sliding Scale Community Fund is designed to make massage therapy more accessible to individuals who may not otherwise be able to afford it. This fund supports reduced-fee appointments for those experiencing financial distress, ensuring that healing and therapeutic care remain available to those in need.

Sustained through voluntary contributions from clients who are able to give, the fund helps create a more inclusive and accessible space. Those wishing to support this initiative are welcome to send a separate eTransfer donation with "Community Care" in the memo. Every contribution helps extend care to those who need it most.

Accessibility

How accessible is your practice?

Shine Apoteka (Long Branch, Etobicoke) is not wheelchair accessible, as multiple steps lead to the entrance. Lakeside also has some accessibility limitations, with four steps at the entrance.

Krista recognizes the importance of accessible care and is happy to provide referrals to a registered massage therapist (RMT) with a wheelchair-accessible practice. Clients with specific accessibility needs are encouraged to reach out, and Krista will assist in finding a suitable option.

Do clients need to wear a mask during their massage session?

Krista will always wear a mask during massage sessions as part of her commitment to creating a safe and comfortable environment for all clients. However, masking is optional for the person receiving the massage and is left entirely to their discretion.

Clients are welcome to wear a mask if it aligns with their comfort level or personal health needs. Krista respects each individual’s choice and encourages open communication to help ensure a supportive and respectful treatment space.

Do you offer accommodations for sensory sensitivities and neurodiversity?

Yes. Krista is committed to creating a supportive, trauma-informed, and neurodiversity-affirming space. Her intake form includes a section on Sensory and Neurodiversity Considerations, and clients are encouraged to share any preferences or needs that can help make their session more comfortable.

Here are some accommodations Krista offers:

Quiet, low-sensory environment: Clients may request dimmed lights, no music, and minimal conversation during their session. Krista is happy to adjust the atmosphere to support a more calming and grounding experience.
Sensory sensitivities: Krista uses scent-free or low-scent products and can modify touch pressure, avoid specific textures, or skip techniques that may feel overstimulating.
Comfort items: Clients are welcome to bring sensory supports such as weighted blankets, fidgets, stuffies, or any other comfort items that help them feel at ease.
Autism and ADHD accommodations: Krista offers structured session breakdowns, advance communication about what to expect, and flexibility in scheduling to support clients who benefit from routine, clarity, or additional prep time.

If there are specific accommodations that would help make a session more accessible or affirming, clients are encouraged to reach out—Krista is always open to adapting her approach.

What languages does Krista speak? Can I bring a translator?

Krista speaks English only, but she is happy to accommodate clients who prefer or require a translator during their session. Clients are welcome to bring a trusted support person to assist with communication before, during, or after the appointment.

If translation or additional support would be helpful, Krista encourages clients to reach out in advance so she can ensure the session is as comfortable and accessible as possible.

Understanding Pressure in Massage Therapy

Is deep tissue massage the best option for pain relief?

The term “deep tissue massage” is often misunderstood and misrepresented. Many clinics market it as a separate, more intense treatment, implying that deeper pressure automatically leads to better results. However, research indicates that:

Muscles don’t need to be “broken down.” What many perceive as "knots" are actually areas of neuromuscular tension, which respond better to nervous system regulation than excessive force.
Deep pressure doesn’t always mean deep tissue. True engagement with deeper muscle layers is achieved through skilled technique, movement, and client feedback, rather than brute force.
Pain can increase muscle guarding. If pressure is too intense, the body’s protective mechanisms activate, causing muscles to tighten rather than release, which can result in short-term relief but increased long-term tension.

Rather than emphasizing force, Krista focuses on effective engagement—using techniques that encourage the body’s natural relaxation response for lasting relief.

What is your approach to pressure in massage therapy?

The popularity of “deep tissue” as a service is largely a marketing strategy. Rather than focusing on labels, it is more important to seek a therapist who understands tissue engagement, pain science, and adaptive pressure.

Krista’s approach to pressure is highly adaptable to each client’s needs. Rather than focusing on extreme deep pressure, she prioritizes effective tissue engagement—applying the right amount of pressure to create lasting relief without unnecessary discomfort. Whether a client prefers light, moderate, or firm pressure, Krista adjusts her technique to match individual comfort levels and treatment goals.

While Krista naturally detects areas of tension and intuitively focuses on them, real-time feedback is essential. Pressure preferences may vary across different areas of the body, and clients are encouraged to communicate their needs—whether requesting more or less pressure or identifying areas that need extra attention.

While Krista checks in regularly, client input helps create the most effective and enjoyable treatment. The best sessions are collaborative ones.

Does massage have to hurt to be effective?

No. The belief that massage must be painful to be effective is a myth. While some discomfort can occur when working on tense areas, excessive pain triggers a stress response that can actually cause muscles to tighten further.

Effective massage engages the parasympathetic nervous system, which:

Lowers cortisol (the stress hormone)
Reduces pain perception
Improves proprioception (body awareness)

Rather than overwhelming the nervous system with excessive force, Krista uses pressure that encourages relaxation, enhances circulation, and promotes long-term relief.

How can clients ensure they receive the right pressure during a session?

Open communication is key. While Krista always checks in, clients are encouraged to:

Share whether they would like more or less pressure at any time.
Be specific—some areas may require firmer pressure, while others may need a lighter touch.
Provide feedback if a particularly tight or sensitive spot requires extra attention.

Every body is different, and each session is tailored to meet individual needs for the most effective treatment.

Billing & Payment

Do you provide receipts for insurance?

Yes, a receipt will be provided after each treatment, which can be submitted to an insurance provider for reimbursement. At this time, direct billing is not available, but efforts are being made to explore this option for the future.

Please note that Lakeside also does not provide direct billing.

What payment methods do you accept?

For treatments at Lakeside, payment can be made by cash, debit, or eTransfer. Credit cards are also accepted, but a $3 service fee applies.
For treatments at the home practice, only eTransfer payments are accepted; cash and card payments are not available.

Do you accept gratuities/tips?

Gratuities are not accepted, as the focus of the practice is on wellness, with fair pricing already reflected in the rates. Referrals are greatly appreciated, as they are the most meaningful way to support this work.

For those who wish to give back, contributions to the Sliding Scale Community Fund are welcomed. This fund helps make treatments more accessible to individuals in financial need. Donations can be made via a separate eTransfer with "Community Care" in the memo, helping to sustain this initiative and ensure care remains available to all.

Do you offer sliding scale/reduced fee services?

Yes! Massage therapy should be accessible to everyone, regardless of financial circumstances. A limited number of reduced-fee appointments are available each month for those experiencing financial distress. Clients in need of a sliding scale rate can select this option when booking or reach out to discuss an affordable rate.

If the reduced-fee rate remains financially inaccessible, additional options may be available—clients are encouraged to email to explore further support. The goal is to ensure care remains accessible to those who need it.

This offering is supported in part by the Sliding Scale Community Fund, sustained through contributions from those who are able. To help keep this initiative going, donations can be made via a separate eTransfer with "Community Care" in the memo. Every contribution helps make healing accessible to all.

If you need sliding scale pricing, contact Krista directly to inquire about availability.

Need Sliding Scale/reduced fee pricing?

If you’d like to access sliding-scale pricing but aren’t sure what option works for you, please feel free to contact Krista directly. She’s happy to discuss a rate that aligns with your financial situation, ensuring that care remains accessible without added stress.

Policies

Billing & Payment

Do you provide receipts for insurance?
Yes, a receipt will be provided after each treatment, which can be submitted to an insurance provider for reimbursement. At this time, direct billing is not available, but efforts are being made to explore this option in the future. Please note that Lakeside also does not offer direct billing.

What payment methods do you accept?

Lakeside treatments: Payment can be made by cash, debit, or eTransfer. Credit cards are also accepted, with a $3 service fee.
Home practice treatments: Only eTransfer is accepted; cash and card payments are not available.

Do you accept gratuities?
Gratuities are not accepted, as fair pricing is already built into the rates, and the focus remains on client wellness. Referrals are greatly appreciated as the best way to support this work.

Cancellation Policy

Cancellation Policy
Appointment times are reserved specifically for each client, and at least 24 hours’ notice is required for cancellations or rescheduling. Cancellations made with less than 24 hours’ notice will be subject to a 100% charge of the scheduled service fee.

Credit Card Policy
New and returning clients are required to have a credit card on file to process fees for missed appointments or late cancellations. If providing a credit card presents a barrier to booking, alternative arrangements can be discussed via email. Clients who prefer not to keep a card on file must prepay for their appointment at least 24 hours in advance.

Thank you for your understanding and cooperation.

Late Arrival Policy

If a client arrives late for an appointment, the session will still end at the originally scheduled time to accommodate the next client. While Krista will make every effort to provide effective care within the remaining time, the full session fee will apply. Arriving on time ensures the full benefits of treatment and helps maintain the schedule for all clients. Thank you for your understanding and cooperation.

Your privacy is a priority. All personal information, including health details and contact information, is kept confidential and securely stored. Information is never shared with third parties except as required for essential services such as appointment scheduling or payment processing. For full details on data collection, usage, and protection, please refer to the Privacy Policy.

Frequently Asked Questions & Policies

Here you’ll find answers to common questions about what to expect during your appointment, the services offered, and policies designed to ensure a safe, comfortable, and inclusive experience for all clients. If you have any additional questions, don’t hesitate to reach out!

FAQs

Accessibility

Understanding Pressure in Massage Therapy

Billing & Payment

Policies

Frequently Asked Questions
& Policies