Appointment, Cancellation, and Refund Policies
We appreciate your patronage and are committed to providing an excellent experience. Due to the exclusive services that we offer, we have enacted policies to ensure all clients are given quality service and the opportunity to enjoy our wellness therapies. We understand that unforeseen events occur that may cause a need to cancel an appointment. In our commitment to provide an outstanding experience to all of our clients and out of consideration for our therapists' time, we have adopted the following policies:
CANCELLATION & NO-SHOW POLICY: Appointments must be cancelled a minimum of 24 hours in advance. We require a credit card number to hold appointments for all clients. Credit card information is securely kept on file for future appointments. No fee will be charged for appointments that are cancelled or rescheduled with at least 24 hours’ notice or if you show up for your scheduled appointment. Appointments cancelled or re-scheduled without a minimum of 24 hours’ notice will result in a cancellation fee equal to ½ of the full service or package price or a minimum of $25.00. The same fee applies to no-shows. For clients who have purchased a multi-session series, no-shows and cancellations without 24-hour notice will result in forfeiture of the appointment and reduction of your series balance, in lieu of a cancellation fee.
ARRIVAL TIME: Please arrive to your appointment at least 5 minutes prior to the scheduled time. All services offered have a specific time schedule, and early arrival allows for a relaxed and unhurried experience. If late arrival is inevitable, your service(s) may be shortened in order to keep on schedule.
LATE ARRIVAL POLICY: All appointments begin and end on time so that the next client is not delayed. If the treatment does not start on time, the treatment time will be reduced accordingly, and you will be still be required to pay full price. If a client is more than 15 minutes late, we may require that the appointment be rescheduled, and it will be considered a cancellation. We regret that late arrivals will not receive extension of scheduled appointment time. In special cases, and when our schedule will allow, we may be able to accommodate a partial or full appointment. This will be at our discretion and only with advanced notification of late arrival.
PAYMENT POLICY: We accept cash, personal checks, and credit cards. All services must be paid in full at the time of visit. Returned checks will result in a $35.00 fee. Any additional expenses incurred by Renew in order to collect on a bad check will be the responsibility of the client.
REFUND POLICY: Due to the nature of our services, there are no refunds, or exchanges on services, prepaid series, packages, gift certificates, or purchased products at any time. Please see the owner if you are unsatisfied with any service received so that we may attempt to remedy the situation to the best of our ability.
DISCOUNTS POLICY: Only one discount is available for use at a time. We do not combine discounts. For example, one can not combine a daily deal discount with published monthly special pricing for any service or package, as it is already discounted. Also, gift certificates purchased at a discounted price can not be used to pay for services, packages, or products at an additional discount.
PRIVACY & RIGHT OF REFUSAL POLICY: We will not give or sell your information to a third party. Client data is stored in a secured electronic database for your protection. We reserve the right to refuse service to anyone for reasons we deem necessary.
SPA ETIQUETTE & CHILDREN: In order to maintain a tranquil and stress-reducing experience, please silence cell phones while inside the spa. When in the service area, be mindful of others. Keep conversations at a low volume. We also ask that you please leave children at home. Neither our staff nor you can be responsible for your child while you receive services. We love children, but we hope you understand we cannot assure their safety in a professional environment. We also do not want to compromise the relaxation of our clients.
These policies were adopted to ensure that the therapists time, the spa and its efforts be respected, as well as your scheduled service be a stress-free and relaxing experience.
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