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Frequently asked questions

Everything you need to know before, during, and after your SoZen session.

Health & Contraindications
Why do I need to complete a health form before my massage?

Your safety comes first. The health form allows us to understand your current state of health — past injuries, surgeries, medications, allergies, or medical conditions — so we can personalize your treatment and avoid any contraindications.


This is not a formality. It is what allows us to care for you intelligently, rather than uniformly.

All information shared remains strictly confidential between you and your therapist.

Yes. While massage is beneficial for the vast majority of people, certain conditions require caution or temporary or permanent contraindications.

Absolute contraindications — massage should not be performed if you:

  • Have a fever or an active infection (viral, bacterial, or skin infection)
  • Have deep vein thrombosis (blood clot) — risk of dislodgement
  • Have open wounds, burns, or significant skin irritation in the area to be treated
  • Are in the early stages of recovery following major surgery (consult your doctor)
  • Have a contagious or transmissible illness
  • Have a recent, unhealed fracture

Relative contraindications — adapted care may be possible with precautions if you:

  • Are pregnant — see dedicated question below
  • Are undergoing cancer treatment — see dedicated question below
  • Take blood thinners (Coumadin, Xarelto, Eliquis) — light pressure only
  • Have severe osteoporosis — gentle techniques only
  • Have a heart condition or uncontrolled blood pressure
  • Are diabetic — circulation and sensitivity may be affected
  • Have pronounced varicose veins — the area will be avoided
  • Have had a recent accident (see dedicated question below)
  • Have active inflammation (see dedicated question below)

Yes — with appropriate precautions. Prenatal massage is a gentle and beneficial approach that helps relieve lower back tension, heavy legs, swelling, and pregnancy-related stress.

Important guidelines apply:

First trimester (0–12 weeks): Massage is generally not recommended as a precaution, as this is the most delicate stage of pregnancy. Please consult your doctor or midwife before booking.

Second and third trimesters: Prenatal massage is possible and recommended. Positioning is adapted (side-lying with specialized support cushions), as well as pressure and treatment areas.

Certain areas are always avoided during pregnancy — your therapist will guide you.

⚠️  Important :
Not all of our therapists are trained in prenatal massage. In addition, we must bring special cushions adapted to the pregnant position — this equipment requires advance preparation. 

Massage adapted for people living with cancer — also known as oncology massage — is a specialized approach that can provide real relief: reduced anxiety, improved sleep, and decreased fatigue and muscle tension.


This care is very different from a regular massage. It requires:

  • Specific therapist training — Isabelle from our team is trained in this type of care
  • Medical clearance from your oncologist or attending physician
  • Full adaptation of pressure, positioning, and treatment areas depending on your current treatment plan

⚠️  Important :  Not all of our therapists are trained in oncology massage. This care must be assigned to a therapist qualified in this specialty. 

It depends on the type of accident, its nature, and how much time has passed since it occurred.


Acute phase (first days after the accident):

  • Massage is generally not recommended on the directly affected areas
  • Very gentle techniques may be applied to other areas to support overall relaxation
  • Please consult your doctor or physiotherapist before booking

Recovery phase:

  • Therapeutic massage can play an important role in recovery — reducing compensatory muscle tension, improving circulation, and supporting rehabilitation
  • Inform your therapist of the exact nature of the accident and the affected areas
  • If you are receiving physiotherapy or chiropractic care, coordination between professionals may be recommended

That’s an excellent question — and the answer depends on the type of inflammation.


Acute inflammation (recent, with heat, redness, and swelling):

  • Direct massage on the area is contraindicated — it may worsen irritation
  • The area will be avoided; work on surrounding regions may be offered

Chronic inflammation (ongoing tension, stiffness, or recurring pain):

  • Therapeutic massage can provide significant relief
  • Gentle techniques such as drainage or fascial work are often very effective

Common examples of chronic inflammation where massage may help:

  • Neck tension and tension headaches
  • Chronic lower back pain
  • Tendinitis in recovery phase
  • Epicondylitis (tennis or golfer’s elbow)
  • Heavy legs syndrome

Always inform your therapist about the affected area and its history so the session can be properly adapted.

Yes, absolutely. Some medications can affect your sensitivity to pressure, circulation, or mask significant pain. Others may indicate a condition that needs to be taken into account.


Important examples to mention:

  • Blood thinners — increased risk of bruising
  • Corticosteroids — may weaken tissues
  • Strong painkillers — can mask pain sensation
  • Chemotherapy or immunosuppressants
  • Blood pressure medications

You don’t need to know everything by heart — that’s exactly what the health form is for. Your therapist will take care of the rest.

Booking & Policies
Why do I need to book in advance?

SoZen is a mobile service — our therapists travel from different municipalities in the Laurentians to reach you. Booking in advance allows us to:

  • Efficiently plan travel between clients
  • Assign the right therapist based on your specific needs
  • Ensure availability at a time that suits you
  • Avoid unnecessary waiting time for both you and our team

We recommend booking at least 24 to 48 hours in advance, especially during the summer high season and festival weeks in Mont-Tremblant. Time slots fill up quickly.

 

We use MassageBook, the only booking platform specifically designed for mobile massage services. Its key feature is that it automatically calculates distances between appointments to optimize our therapists’ travel — allowing us to efficiently serve you throughout the Laurentians.

Unfortunately, MassageBook is a U.S.-based platform available only in English. We understand this may feel uncomfortable for some French-speaking clients, and we sincerely apologize for any inconvenience.

Here’s how to easily navigate the system:

  • “Book Now” = Réserver
  • “Select a service” = Choose your treatment
  • “Choose a therapist” = Select your therapist (or “No preference”)
  • “Select date & time” = Choose your date and time
  • “Your info” = Your details
  • “Confirm” = Confirm

For any assistance with booking, email us at or send us a message — we’ll be happy to book for you.

All our treatments are fully prepaid at the time of booking. This is not just a formality — it is what allows us to provide a professional and reliable service.


For you:

  • Your time slot is guaranteed — no one else can take it
  • Your therapist is assigned exclusively to your appointment window
  • You have nothing to manage on the day — your session is already paid for, so you can simply relax and enjoy

For our therapists:

  • Each appointment involves planned travel — sometimes several dozen kilometers
  • A no-show or last-minute cancellation without partial refund means a completed trip, lost time, and lost income
  • Prepayment ensures fair compensation for our team, who travel to serve you every day

💡 Prepayment fully covers the cost of your treatment. The tip, however, is separate and entirely at your discretion — see the question below.

We understand that unforeseen circumstances can happen. Here is our policy, clear and without surprises:

 

Cancellation 48 hours or more before the appointment:
Full refund, no fees, no questions asked

Cancellation between 24 and 48 hours before the appointment:
Please contact us directly — we will assess the situation and do our best to accommodate you

Cancellation less than 24 hours before the appointment:
No refund — the full amount is retained

No-show (therapist arrives on site, client absent after 15 minutes):
No refund, additional travel fees may apply

 

For group bookings:

  • A 72-hour notice is required for any cancellation or modification
  • Any group cancellation within 72 hours results in full forfeiture of the amount paid

 

⚠️ Sudden illness:
In case of active symptoms, please contact us as soon as possible. We will assess the situation with understanding — the health of our therapists and other clients always comes first.

Yes — as long as you do so at least 24 hours in advance, there are no fees to reschedule to another date.

For last-minute changes, please contact us directly by email or message — we will do our best depending on availability.

Yes! SoZen gift cards are available for all our treatments. They are the perfect gift for a birthday, a friends’ getaway at the chalet, a corporate retreat, or simply to offer a moment of wellness to someone you care about.

Contact us at to order a gift card.

Prepayment fully covers the cost of your treatment. The tip is entirely at your discretion — it is never expected, but always deeply appreciated.


If you wish to acknowledge your therapist’s work, two options are available:

  • Give a cash tip directly to your therapist on site
  • Request to add it to your session at the time of payment — we will be happy to process it for you

The usual practice in massage therapy ranges between 15% and 20% of the treatment cost. For a mobile service — where your therapist has traveled specifically to reach you — this gesture is especially meaningful.

Before and during your session
How does a SoZen at-home session take place?

Here is what you can expect:

  • We arrive at the scheduled time with a professional table, clean linens, oils, and everything needed — you don’t have to prepare anything.
  • Your therapist takes 5 to 10 minutes to review your health form and clarify your preferences (pressure, areas to work on or avoid).
  • The session takes place in the space of your choice — living room, bedroom, or covered terrace.
  • At the end, your therapist may provide a few recommendations if needed.
  • We leave discreetly, ensuring your space is left exactly as we found it.

Please allow an additional 15 to 20 minutes beyond the treatment duration for setup and departure.

 

A standard massage table measures approximately 75 cm x 185 cm. We require about 60 to 90 cm of space on each side for comfortable movement.

A regular living room, standard bedroom, or large covered terrace is sufficient in the vast majority of cases. If you’re unsure, send us a photo — we’ll confirm for you. 

No. You undress only to the level you feel comfortable with. Areas not being massaged remain covered at all times with a clean sheet — this is a standard and mandatory practice in professional massage therapy in Quebec.

Absolutely — if you feel like it. And if you prefer complete silence, that is just as welcome. Some people chat, others fall asleep within ten minutes. Both are perfectly fine.


What matters most is this: if you feel any discomfort or the pressure is too strong, please say so immediately. Your therapist will adjust without hesitation.

There is no right or wrong answer. The ideal pressure is the one that feels good for you — not the one you endure because you think it has to hurt to be effective.


Light pressure: deep relaxation, sensitive individuals, first-time massages
Medium pressure: the most common choice — effective for everyday tension
Firm pressure: for deep knots and athletes


💡 Golden rule: good pressure should be noticeable but not painful. If you’re holding your breath, it’s too strong.

After your session
How will I feel after a massage?

Most people feel deeply relaxed, light, and present. A slight drowsiness is normal and welcome.


After a deep tissue massage, it is possible to experience mild soreness within 24 to 48 hours — similar to after a good workout. This is normal and a sign that the work has been done at a deeper level.

  • Drink plenty of water — massage helps mobilize tissues and supports the elimination of metabolic waste
  • Avoid alcohol for a few hours after your session
  • Rest — avoid scheduling intense activities immediately afterward
  • A warm bath can help if you feel mild soreness
  • Listen to your body — if it needs sleep, let it rest
  • For relaxation and prevention: once a month
  • For chronic tension or sports maintenance: every two weeks
  • During periods of high stress or active recovery: once a week.

Your therapist can suggest a schedule adapted to your situation during your first session.

Legal notice & responsibilities
What is the status of SoZen therapists?

Each massage therapist working under the SoZen brand is an independent self-employed professional. Every therapist holds their own professional liability and insurance coverage and is personally responsible for the quality and safety of the services they provide.


SoZen acts as a coordination and matchmaking platform between clients and therapists. SoZen cannot be held responsible for any acts, omissions, or incidents occurring during a session performed by an independent therapist.


For any questions related to a specific treatment, we encourage you to contact your therapist directly. Their contact details will be provided upon appointment confirmation.

 

It is the client’s full responsibility to accurately disclose their health condition, medications, and any relevant medical history through the mandatory health form.

 

SoZen and its independent therapists cannot be held responsible for complications or incidents resulting from:

  • Incomplete, inaccurate, or omitted information provided by the client in the health form
  • Any medical condition not disclosed at the time of booking
  • Failure to follow recommendations provided by the therapist before, during, or after the session

⚠️ Important reminder: If your health condition changes between the time of booking and your appointment, please notify us immediately by email or text at

No. The services offered by SoZen are wellness and massage therapy services. They do not replace medical advice, diagnosis, or treatment prescribed by a healthcare professional.


If you have any doubts about your physical or medical condition, please consult your doctor before booking a session.


Massage therapists do not diagnose conditions or prescribe medical treatments — in accordance with current regulations in Quebec.

Do you have a question that isn’t listed here?

 

Write to us at — we respond within 24 hours.

 

Simple. Present. Deep.

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