Policies & Procedures

Updated April 2024

Health Precautions:

If you have active signs of infection, such as continuous coughing or sneezing, your appointment will need to be rescheduled.
Please call to reschedule your appointment if you are not feeling well within our Cancelation policy period in order to avoid a Late Cancel.

New Client Deposit:

We require a Reservation Deposit for ALL first-time clients (see deposit amount breakdown below). The deposit is sent to an email address you provide, and payment is made via credit or debit card through a secure PayPal invoice (you do not need a PayPal account in order to pay this deposit).
- For 15 min service: No Deposit
- For 30 min - 1 hour service (s): $15.00
- For 1-2 hour service (s): $30.00
- For 2 hour or more service (s): $50.00
The deposit is due upon receipt in order to confirm your appointment and will be deducted from your total at checkout. Appointments with unpaid invoices may be canceled without notification. If you need to cancel your appointment after you have paid your deposit, your deposit is refundable when you follow the Deposit Terms & Conditions as well as the Cancellation Policy.
Gift Certificates can not be used for a New Client Deposit.
If you are unable to pay your deposit online, you may come into the Spa to pay in person at least 48 hours before your appointment. You may also pay the deposit with your credit card over the phone within 48 hours of your appointment.

Deposit Terms & Conditions:

Your deposit will be forfeited if you fail to keep your appointment without notification, "No-Show" (don't arrive) or "Late Cancel" your appointment (canceling within three hours of your scheduled appointment time).
If you need to make changes to your appointment for any reason and are outside of the 3-hour cancelation window; 1) Your deposit is transferrable to another appointment, or 2) Refunded to you in PayPal Refund.

Cancellation Policy & Fees:

Making changes to or canceling your appointment without three hours' notice prior to your service, or arriving to your appointment late that we are unable to perform the service is considered a Late Cancellation (appointments booked within the 3-hour window that are canceled/rescheduled is an automatic Late Cancellation).
Not showing up to your appointment, or notifying us after your missed appointment is considered a No-Show.
For Returning Guests, we will forgive one "Late Cancellation/No-Show" without penalty. However, on the second Late Cancellation or No-Show, a Cancellation Fee of 25% of the cost of the service/s missed will be applied to your next appointment.
In the event of 3 or more Late Cancellations/No-Shows, the Cancellation Fee will be required upfront in order to reserve your next appointment. This Cancellation Fee & Reservation Deposit will be sent to you via PayPal and will require immediate payment.

To Cancel/ Reschedule Your Appointment:

Arrival:

Please arrive 10 minutes before your scheduled appointment if it is your first visit, as you may need to fill out new client paperwork prior to your treatment.
Appointments will be shortened, or canceled if you arrive too late for your scheduled appointment time that we no longer have adequate time to perform the service.
If you are going to be late, please call us at 989-7546.

Cell Phones:

Please put your cell phone on silent/vibrate upon entering the spa. Please do not answer calls while in service. Your technician will ask you to put your phone on silent if it rings during service.
No cell phone use is permitted during services. No pictures or videography is allowed during services without the technicians' approval.

Unattended Children :

Clients under 15 years old:

Clients under 15 years old must have the permission of, or be accompanied by an adult to the Spa.

Retail:

All retail sales are final.
We cannot accept returns or exchanges once the product has left the spa.
In the event of an expired product on a recent purchase (within 30 days) will a return or exchange be allowed.
Allergies or unsatisfactory "results" do not constitute a return, exchange, or money-back.

Gift Certificates:

Please present your Gift Certificates upon check-in.
Gift Certificates must be present to redeem.
Gift Certificates have a 5-year expiration date unless otherwise specified.
We are not responsible for lost, stolen, misplaced, or otherwise damaged Gift Certificates.

Discounts:

We offer a 10% discount to TakeCare Insurance Members with Affinity Rewards App or a valid insurance card.
For all Calvo's SelectCare insurance members (one must present a valid insurance card) we offer 10% off massages once per calendar month per eligible member, with an added $35 discount once the 10% off has been applied.
We offer a 10% discount to Moylan's Net Care Insurance members with a valid insurance card.
For STEEL Athletics members we offer a 10% discount with a valid membership card.
On Mondays, we offer a 10% discount to active Military & their dependents (Military ID must be presented at the time of checkout).
Discounts only apply to regular-priced services on our menu. It does not apply to Spa Packages or Monthly Specials.
Discounts can not be used towards Retail or Gift Certificates.

Prepaid Packages/ Buy 3 Get 1 Free/ Any other pre-paid package:

Please take note of the expiration date on your pre-paid package, as the package will expire on that date.
Buy 3 Get 1 Free Packages expire 1 year from the date of purchase. In the event of a No-Show or Late Cancellation (see Late Cancellation Policy & Fees), the service will be forfeited from your package for that appointment.
Buy 3 Get 1 Free Packages are placed on your individual account in our system once purchased. These packages cannot be transferred to another person or given as gifts, as they can only be redeemed by the person whose account they're on.
Exchanges, returns, or cashback will not be granted for unused services in a pre-paid package.