Spa Policy

Payments Accepted:

Credit Card

We do not accept cash, check or any insurance as payment.

Please note: Payment is required at time of booking. All In-suite Services do Include a 20% Gratuity for your Mobile Massage Therapist.

Please see our cancellation policy below for details. 24 hour Cancellation Policy applies regardless of payment type. Thank you for your understanding.

CANCELLATION POLICY:

Refuge Spa requires 24 hours notice for cancellation of your appointment in writing via text or email. If you should need to cancel your appointment please do so at least 24 hours prior to your appointment otherwise we will charge you 100% for your scheduled appointment. If you cancel 24 hours or more prior to your appointment you will receive 100% refund.

REFUGE SPA 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. In our commitment to provide an outstanding experience to all of our clients and out of consideration for our staff’s time and safety, we have adopted the following policies:

New Clients:

New clients are required to sign consent forms and complete intake paperwork prior to their scheduled appointment. These forms will be sent via email and completed electronically to reduce paper usage. If you do not complete these required documents prior to your appointment start time, you will be required to complete them at the spa and your treatment time will be reduced. You must be a minimum of age 18 to receive massage treatment.

Session Time:

Your mobile massage therapist will need 15 minutes before and after for set up and break down of their massage table.

For In Spa sessions please, Arrive at least 10 minutes prior to the start of your appointment. Your therapist will come and greet you at your vehicle and lead you into the Spa.

Children, Pets and Guests:

Children and guests are not permitted to wait in the spa while you are receiving services, for mobile massage we understand there may be kids or pets or other family members on the premises, however a peaceful environment is preferred. Please plan ahead to ensure that you have a positive spa experience.

Schedule Changes or Cancellations:

We are happy to change or reschedule your appointment but we require those changes to be made 24 hours prior to your scheduled appointment time. Cancellations made with less than a 24 hour notice will result in a fee equal to 100% of the regular price of the scheduled service.

No-Call/No-Show:

Failure contact the spa or your therapist to change/reschedule, and not showing up for your appointment will result in a fee of 100% of the regular price (prior to any discounts, coupons or other offers) of the scheduled service.

Late Policy:

If you arrive late for your appointment, we will need to honor your originally scheduled start time.

If you choose to continue with your appointment, your session will end at the originally allotted time and you will be charged the original service fee..

Gratuities:

A 20% gratuity is automatically included for all Mobile Spa Services.

Otherwise, tipping is always welcome, and the suggested amount is $20% of your service total. For sessions held in our Spa Location, Gratuities are not included in the cost of your session, but they are greatly appreciated. Cash is always best, but for your convenience, you can add a gratuity on your credit card for the session as well.

Refunds:

There are no refunds for services rendered, however if there is a serious problem, please discuss it with our management and we should be able to work out a solution.

Gift Certificates:

Gift certificates are not transferable, and not refundable. They have an expiration date listed which applies to any unused balance as well. Gift certificates cannot be exchanged for cash, nor will cash be given in exchange for any unused balances. Gratuities cannot be put on gift cards or gift certificates. Gift Certificates must be used by expiration date listed.

Forms of Payment:

We accept debit and credit cards (Visa, Master Card, Discover and American Express) as payment. We also accept Gift Certificates from our Spa.

Professional Boundaries and Spa Security:

The therapist may end a session at any time if they feel uncomfortable for any reason, as the safety of our staff is one of our main priorities.

We are a strictly medical therapeutic professional day spa, and requests for any sexual activity whatsoever will not be tolerated.

Any sexual advances, lewd behavior, sounds, comments or innuendos, any rude or violent behavior will result in immediate dismissal and will be reported to legal authorities.

If any client does any of these such behaviors during mobile massage, the therapist will exit the room and you will be reported to hotel staff, if this happens at our Spa Location, the client will be asked to leave our Spa immediately, and either way any such no refunds are available, and the lewd client will be charged in full for their appointment and will not be rescheduled or welcome at Refuge Spa. A police report may be made if any client crosses this professional boundary at any time. Sexual interaction, discussion or innuendo of any kind between the client and the massage therapist is NEVER appropriate and are prohibited to ensure staff safety. The safety of our therapists is a top priority. It is not appropriate to ask your therapist out on any kind of date. Please note there are security cameras placed in our spa common areas for the safety of our staff. Thank you for your understanding, your respect, and your compliance.

Right to Refuse Service:

We have the right to refuse services at any time for any reason at our own discretion.

Mobile Phone Policy:

All mobile phones must be turned off, or turned to silent in the spa. It is best not to bring any cell phone into the spa. Thank you.

Confidentiality & Privacy:

All team members are required to sign a privacy and confidentiality agreement at the start of their employment. Your information will not be shared without your consent and is kept fully confidential.

PLEASE CONTACT MANAGEMENT IF YOU HAVE ANY QUESTIONS

SINCERELY, REFUGE SPA