The terms, stated plainly.
Treatment rooms are prepared for one person at a time, so a missed appointment cannot be filled. These terms exist for that reason, and they apply in both directions.
01 Cancellation
A single service needs 24 hours notice to cancel or change. A package, or any booking of more than one service, needs 48 hours. A late cancellation or a no-show is charged at 100% of the service price. Rooms and providers are prepared in advance for each client specifically, which is why the notice period exists.
02 Running late
More than five minutes late, please call and reschedule rather than arrive — we may charge in full, as a no-show. Appointments end at their scheduled time regardless of when they start, because the next client is not going to be made to wait.
03 Booking and deposits
A card on file and a 50% deposit hold the reservation; the deposit comes off the total at the end of the service. Cards are stored encrypted through the booking system. Group bookings, spa parties and special events take a 50% deposit, non-refundable within 72 hours of the event.
04 Gift cards
Gift cards are treated as cash: transferable, not refundable, and redeemable for the amount originally paid. Packages and series are the same. Promotional gift cards carry a use-by date and the promotional package is valid only through it. Cards and canceled checks are not accepted as proof of a lost gift card. If you arrive without your card you can pay and be reimbursed when we receive it within ten days. A no-show, or a cancellation inside the notice period, cancels the value of a gift card.
05 Product returns
Unopened products can be exchanged within 30 days for spa credit, redeemable against products or treatments. No exceptions to the 30 days.
06 In the spa
Phones off or silent — for your own benefit more than anyone else’s. Children over 12 are welcome; ask us if you have a particular request. Gratuity is not included in treatment prices; 20–25% is standard and cash is easiest.
07 Product shipments
We ship. If you run out while you are away, order online or call the spa and we will send it on.