Spa policy

Cancellation Policy

We understand that unforeseen circumstances may arise, and you may need to cancel your spa appointment. However, to ensure the smooth operation of our spa and to accommodate other clients, we have implemented the following cancellation policy:

1. Cancellation within 72 hours: If you cancel your appointment before 72 hours of the scheduled time, you will forfeit the entire amount paid for the service(s) booked, and no refund will be provided. This policy allows us to allocate our resources efficiently and offer the appointment slot to other clients.

2. Cancellation within 24-72 hours: If you cancel your appointment within 24-72 hours of the scheduled time, a cancellation fee of 50% of the service(s) booked will be charged. The remaining 50% will be refunded to you.

3. Cancellation within 24 hours or no-show: If you cancel your appointment within 24 hours of the scheduled time or fail to show up for your appointment, the full amount paid for the service(s) booked will be charged, and no refund will be given.

Exceptions: a) Medical emergencies: In case of a medical emergency, where you or an immediate family member is unable to attend the appointment, please provide us with appropriate documentation, such as a doctor's note. In such cases, we will review the circumstances on a case-by-case basis and may consider rescheduling the appointment or providing a refund.

b) Spa's responsibility: If, for any reason, we are unable to fulfill your appointment or need to cancel it on our end, you will receive a full refund or have the option to reschedule the appointment at your convenience.

Please note that all cancellations must be made by contacting our spa directly via phone or email. Cancellation requests sent through other channels, such as social media or third-party booking platforms, may not be considered valid.

By booking an appointment at our spa, you acknowledge and agree to abide by our cancellation policy. We highly recommend that you carefully review your schedule and commitments before booking an appointment to avoid any inconvenience or charges.

If you have any questions or need further clarification regarding our cancellation policy, please do not hesitate to contact us. We are here to assist you.

TIPS

Services above $500 in a group setting will be automatically be subjected to 15% Tips for the therapists. 

Arrival

To get the most benefit from your treatment and visit, please present yourself 15 minutes before your appointment so you can fill out the required forms. Add an extra 15-20 minutes if you need to find parking.

If you arrive late, be sure that we will do our best to provide you with the best possible treatment in the time remaining for the booking you reserved.

Before your treatment starts, please remember to give any certificate or coupon to our front desk prior to your appointment.

Health Information 

It is vital that the health information you provide in our forms is complete and accurate. This information is strictly confidential and is required by law for Registered Massage Therapists before performing any therapy. Be free to talk to the therapists about any special concerns, likes or dislikes so they can make your massage experience an excellent one.

For facial treatments, we make the same request because allergies or other medical issues can contraindicate certain services and use of certain products. This information along with the skin evaluation done by our esthetician will help us built an accurate treatment for your skin type.

All this information is also key for our professionals in future appointments, since it enables them to evaluate the progress of our clients and to customize treatments according to the individual needs.

IMPORTANT NOTICE: When using the Hammam (steam bath) please take note that this facility is strictly prohibited in the following cases:

• You are pregnant of less than 14 weeks.
• You have heart problems or hypertension.
• You suffer from bronchial diseases, blood pressure disorders, anorexia, epilepsy or renal colic;
• You suffer from dermatitis or vasodilation problems.

Please advise our staff of any special health or medical conditions that you are unsure because it could be exacerbated by the Hammam use.

Spa Environment

Our goal is to offer you an AVIE experience. With this in mind, we work hard to create a peaceful and relaxing spa ambience for you. For you and other clients benefit we kindly ask you to:

• Turn off your phones before entering the Spa;
• Keep your voice tone low;
• Refrain from eating unless health issues require you to do so;
• Do not wear high heels;
• For their safety, children under the age of 12 are not allowed in the spa.

At the SPA

A locker, robe and sandals will be provided when getting multiple services.

When coming for manicure, please allow an appropriate amount of time after any polish application. For pedicures, we recommend you bring open-toed shoes (weather permitting) so your polish does not get damaged before it has a chance to harden. Polish can be dry but takes 24 hours to cure.

Shaving: Facial & Body Treatments 

Please take into account that for body treatments, especially exfoliation and body wrapping, shaving is not recommended 24 hours prior to your appointment to avoid eventual skin irritation.  

Men receiving a facial should not shave at least 8 hours before their appointment to avoid potential skin irritation.

Massages

When booking a massage, you will be required to provide a valid credit card number to hold your appointment. Information is strictly confidential, and no charges will be made to your card prior to your visit. The only case in which a charge can occur is if the cancellation policy is not respected.

For your convenience, we offer receipts for your insurance purposes. Once you arrive at the spa, please advise our staff that you will be requiring one so we can prepare it in advance and have it ready once your massage is finished.