Appointments, Cancellations, Refunds and Discounts Policies
Appointments
Changes to appointment times are accommodated whenever possible; however, please remember your appointment time with your massage therapist is reserved solely for you, as with all other time slots and clients. We appreciate that your time is valuable, as is ours. We make every attempt to operate on a timely schedule for your benefit as well as the benefit of others. We will not be able to extend your appointment due to late arrivals!
Cancellations
Customer understands that availability is limited and certain therapists, times and special requests may not always be available. Cancellations/reschedules with less than 48 hours notice but more than 4 hours will incur a 50% cancellation fee or $45 whichever is greater. No shows or failing to cancel/reschedule within 4+ hours of your appointment will result in billing at the full appointment fee (100%) without refund. We will try to accommodate all changes as possible, but no guarantee is made after these cutoff times. Please call and we will do what we can to help. Note, we will try to call or text you within 5 minutes of your appointment start time to get an update. If we do not hear from you within 15 minutes of your scheduled appointment time, your appointment will be considered a NO SHOW and you will be billed for your scheduled time in full.
Any discounts may be lost and forfeited in the case of now shows or late arrivals. In cases of true emergencies we will try to accommodate you whenever possible, however there is no guarantee unless made by special arrangement in advance. We may work with you if there are other potential scheduling conflicts that we discuss and agree to in advance.
Special offers are generally reschedule-able within these guidelines but are not refundable. Gift certificates and products are non refundable. Your service is considered rendered in full at your scheduled time, as we have a room and massage therapist available for your exclusive use, whether you choose to attend or not.
Any changes we may make to your appointment with less than 48 hours notice are made without guarantee and are offered on the basis of availability. Additional fees or disqualification of discounts may apply at our discretion. Please remember that we are open exclusively by appointment, and your appointment time, massage therapist and room is reserved exclusively for you. We regret that in the case of clients arriving late, we regret that we typically cannot extend your treatment beyond the scheduled finish time.
For your benefit and the most relaxing and therapeutic experience, please complete online client information and waiver in advance! Having your waiver completed in advance and arriving 5-10 minutes early for your appointment are the the single most important things you can do to ensure maximum benefit from your appointment and maximum massage time on the table. We ask that if you do not compete online information, please arrive 15 minute early so as we may try to start on time. We regret that we typically can not extend your scheduled appointment time beyond the scheduled finish time in fairness to our other therapists and clients.
By arriving early for your first appointment for paperwork and consultation, you in turn receive maximum treatment time and have time to relax and get the mos of your time with us. If you have questions, pressing issues or scheduling concerns, please call and we will try our best to accommodate your schedule and needs. At the discretion of CCMASSAGESPA, certain appointments may be subject to a stricter cancellation policy including special offers (see below), appointments during peak hours, after hours and VIP appointments, “rush” appointments, as well as special event and holiday appointments.
Note on Cancellations: Please cancel online, or call us for cancellation as per our cancellation policy. We welcome emails and texts, however if they are not read in time, they will not relieve you from your obligations. Please call with time sensitive requests. For the safety and comfort of our therapists and guests, we reserve the right to refuse service for any reason, or prematurely end a session without refund to anyone, at any time, for any reason, including but not limited to inappropriate conduct.
Refunds
All product sales and service sales are final with no refunds offered, except as offered below. Customer agrees to accept and pay for services as rendered. Services are considered fulfilled upon start of the booking process when your room and therapist is reserved for you. CCMASSAGESPA or the client may end treatment at any time for any reason or for no reason with no refund due the client. Package sales are non refundable. Products sales are non refundable and non returnable. Gift Certificates are non refundable.
Discounts
Regarding Special Offers and Discounted Rates: In addition to the above cancellation policy, the following may apply. We sometimes must limit availability of some specials for peak periods, including weekends, evenings and holidays. Group deals, third party offers, specials, certificates, etc often have a strict expiration date for the “promotional value”. This means, the price paid will usually never expire, towards the purchase of the same service at current pricing. The promotional value (the deal) DOES however expire. If at the sole discretion of CCMASSAGESPA, we choose to extend the expiration date, the following rules will apply:
- Appointment will be scheduled and completed for no later than 30 days past the original expiration date. Voucher will be marked as “redeemed”. These appointments are non transferable, and non refundable. In case of canceling, all value will have been used in this process. They generally not able to be rescheduled but we will help if possible.
- Any prepaid gratuity, service fee or other charges will be paid at booking, subject to the same terms as mentioned previously. Some group offers, deals and specials are also limited to the best available scheduled massage therapist/s. Put another way, this means if we have to call massage therapists in to accommodate you as we do with our VIP services, or change our schedules and/or clients schedules to accommodate you, there will be an extra charge.
Specials may also be limited by specific massage therapist availability, some specials are limited to certain massage therapists or not performed by all. Advanced reservations are required for discounted services, typically 24-72 hours or more at peek times/days. Discounted services may or may not be available as gift certificate purchase. We will try our best to schedule you with your favorite massage therapist if requested, whenever possible. You will be advised of any extra charges should they apply for their services. Special offers may come with fine print that renders them non-refundable, only re-schedule-able under these guidelines.
- Online Bookings: Discounted services may or may not be available for online scheduling. Please call for details or if you have specific questions on when you can use a special offer.