policies & procedures

Policies at Serenity Massage and Wellness Spa

Cancellation and Appointment Change Policy:

At Serenity Massage and Wellness Spa, these policies protect our therapists’ time and income, keep our high demand schedule running smoothly, and ensure fairness for every client. By booking an appointment, you agree to the following policies:

• Appointments are reserved exclusively for each client. To cancel or reschedule, we require at least 24 hours notice.

• Any appointment changed or canceled within 24 hours will be charged a 50% cancellation fee using the credit card or gift card on file.

• New clients must place a 50% deposit at the time of booking using a credit card or gift card. This deposit applies to the service and becomes nonrefundable if the appointment is canceled or rescheduled within 24 hours.

• No call no show appointments are charged 100% of the service price regardless of payment method.

• Membership appointments canceled within 24 hours result in the forfeiture of that month’s included massage.

• If the card on file declines for any cancellation or no show fee, the balance must be paid in full before any future appointment can be booked.

• These policies help protect therapist income and allow us to maintain a reliable, high quality experience for every client.

Refund Policy:

All sales are final. This includes services, deposits (if cancelled or rescheduled within 24 hours), gift cards, retail products, memberships, and packages. No refunds are issued.

Late Policy:

Clients arriving 10 minutes late or arriving at their appointment time without required intake forms completed may receive a shortened service to avoid disrupting the next scheduled client. The full service price will still apply. If arrival is too late for us to begin the service, the appointment may be marked as a late cancellation and the applicable cancellation fee will apply.

Children and Guests Policy:

For the comfort and safety of all guests, only clients receiving services may be in the treatment room. Children and additional guests cannot wait in treatment spaces or accompany a client unless the service specifically allows it.

Illness Policy:

Clients who are ill, experiencing fever, or showing signs of contagious conditions should reschedule. If you arrive ill, the appointment may be refused for safety and will be subject to the same cancellation policy.

Payment & Chargeback Policy:

By booking an appointment, clients authorize Serenity Massage and Wellness Spa to charge the card on file for any applicable fees, including late cancellations and no show fees. Disputed charges that violate our written policies may be turned over to collections. Declined cards may be retried for up to 7 days after a missed appointment or late cancellation until the outstanding balance is successfully paid.

Service Satisfaction and Redo Policy:

If you are unsatisfied with a service, please notify us within 24 hours so we can document your experience. While each therapist has a unique style and approach, you are welcome to try a different therapist at a future appointment if you would prefer. Refunds are not provided for any services or products.

Professional Conduct Policy:

Inappropriate behavior toward staff will result in immediate termination of the session and a full service charge. The client may also be dismissed from the spa permanently.

Pricing and Service Changes Policy:

Service prices, durations, and offerings are subject to change at any time. Promotional pricing cannot be applied retroactively.

Membership Pause and Cancellation Policy:

• Memberships may be paused or canceled with at least 1 business day notice before renewal.

• Unused credits roll over according to the membership terms and cannot be exchanged for cash or refunds. Unused credits are forfeited if the membership is canceled. We suggest pausing your membership, using your credit, then cancelling.

• Missed membership services follow the same cancellation rules as regular services.

Gift Card Policy:

All gift cards issued by Serenity Massage and Wellness Spa hold their value in dollar amount and can be applied toward any service or retail product. Gift cards expire after 1 year from the date of service. If a specific service listed on a gift card is no longer offered or has changed in price, the gift card retains its original cash value and may be used toward any current service at its current rate. Gift cards cannot be refunded, redeemed for cash, or replaced if lost, stolen, or damaged.