Spa Policies & Etiquette
In order to accommodate all our guests and ensure everyone receives the full 'Glow Lounge experience',
we have established Policies & Etiquette for the benefit of all.
Policies
LATE ARRIVALS
Please call us if you will be more than 5 minutes late for your appointment. We always do our best to accommodate late arrivals by performing the most complete treatment with the time remaining. Arriving late will result in a shortened service, and you are still responsible for the payment in full, based on the time that was reserved for your treatment. In the event that you arrive too late for your treatment and it cannot be performed, you will be charged 50% of the original service cost OR lose your deposit.
We understand that unexpected situations can arise and certain things are out of your control. We hope you understand that our fees go towards the professional that has reserved time for your appointment, and has a strict busy schedule to adhere to.
CANCELLATIONS
If you need to cancel an appointment with us, we ask that you do so by 3pm the day prior to your appointment, in order to avoid a loss of your deposit, or a cancellation fee of 50% of your service cost.
Last minute cancellations will be charged 100% of the service cost, as it leaves us no time to fill your treatment spot.
We recognize that life is busy and unexpected things do arise. We hope you understand that our fees go towards the professional that has reserved time for your appointment and has missed out on another potential client.
NO SHOWS
We have a zero tolerance no show policy which is a fee that amounts to 100% of your service cost.
We have appointment reminders set up, ensuring you have enough time to confirm or cancel your treatments.
We understand no shows are unintentional and that your time is also valuable. We hope you understand that our fees go towards the professional that has reserved time for your appointment, and cannot fill the designated time slot, and has missed out on another potential client.
* All FEES are required by the end of the following business day in order to book any further appointments with us, and/or keep any pending appointments booked with us.
Fees can be paid via cash, debit, credit, e-transfer, or subtracted from an existing gift certificate.
BOOKING APPOINTMENTS
Appointments can be booked through our website ONLINE! (see the 'Book now' tab to access the system) Appointments may be reserved up to 1 month in advance. Clients requesting appointments beyond this time frame will be required to provide full payment upon booking.
Online payments are non-refundable; online cancellations will receive a credit towards your next spa visit.
In the event that you need to book an appointment for someone else, we require FULL payment in advance upon booking.
DEPOSIT/PAYMENT/GRATUITY
Any appointments that are 90 Minutes or longer will require a 50% deposit upon booking, in order to reserve your spot. Deposits are non-refundable but the credit will be put towards your next scheduled appointment.
We accept all payment options: Cash, Debit, Credit, E-transfer, Glow Lounge Gift Certificates, and e-Gift Cards. In the event that a credit/debit card has to be manually entered (over the phone,) a processing fee of $5.00 will be applied.
Gratuities are not included in the price of services or packages, however at your discretion, gratuities are graciously accepted! For online bookings, gratuities can be paid directly to your therapist after your service, using cash or etransfer. We Thank You in advance!
(The industry standard ranges from 15%-20% of the service fee)
CHANGES TO YOUR APPOINTMENT
Please give us a minimum of 24 hours notice for ANY changes to your appointment! This notice is extremely helpful so that we can arrange our day accordingly. We have a busy schedule to adhere to and will not be able to provide any unplanned last minute service requests, but with this notice, we can do our best to accommodate your request if the timing allows us to do so. If you are wanting to shorten your appointment time in any way, please understand this 24 hour notice is even more imperative, as we can accommodate another potential client.
*** Please note: shortening your services upon arrival, without notice, will result in FULL payment for the duration you were originally booked in for ***
PARTIES/MULTIPLE same day BOOKINGS
If a spa party or multiple same day bookings is requested, the organizer is responsible for the FULL payment of everyone's services upon booking. The organizer will also be responsible for confirming everyone with their proper times. In the event that a party or any bookings need to be cancelled, we require 48 hours notice in order for a refund to be issued. If a member of the party does not show up for their service or cancels with less than 48 hours notice, we will not be held responsible in any way, and no refund will be issued.
GIFT CERTIFICATES/e-GIFT CARDS
** Gift certificates are required as proof and must be presented upon redemption **
Physical Gift Certificates may be redeemed for spa services & products at Glow Lounge (in-spa only)
Online e-Gift Cards can be used for both our online store, and for spa services & products at Glow Lounge.
Services/Treatments being redeemed with a Gift Certificate or e-Gift Card, can be booked by calling or texting our spa team.
Gift certificates that state a specific treatment/package (without a dollar value written on them,) will be redeemed at the value/amount it was purchased at. Should your gift certificate be redeemed after a price increase, it is your responsibility to pay the outstanding amount owing.
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Gift Certificates CANNOT be used in conjunction with any promotions. Gift Certificates are non-transferrable, are not redeemable for cash/another gift certificate, and cannot be refunded. They are FINAL SALE. Our gift certificates have no expiry date, except in the case of a donation/contest/giveaway (refer to individual donation/contest/giveaway rules)
PRODUCT REFUNDS
We're incredibly confident you won't want to return anything you purchase from us! But in the event that you do, it must be returned within 10 days of purchase, in order to receive a RETAIL credit only.
Refunds cannot be issued for personal items for hygiene & sanitary reasons.
Etiquette
ARRIVAL: NEW CLIENTS
We are located at 228 Broadway Avenue, Suite 6; inside the Desjardins Building. Free parking is available on Broadway infront of the building. Enter the front door and come directly down the stairs. You will be asked to fill out a form upon arrival.
Our door will be unlocked for you 10 minutes prior to your appointment.
RETURNING CLIENTS
Please arrive at your scheduled time or just a couple minutes early.
Our door will be unlocked for you 5 minutes prior to your appointment.
MEDICAL TIME FRAME/GRACE PERIOD
Disclosing specific details regarding your medical/health information goes against the 'Privacy Act' and is PRIVATE information! However, please allow 4 weeks of time before booking an appointment at our Wellness Spa if you've received any vaccinations/shots/boosters recently. We will happily accommodate you accordingly if this timeframe interferes with an appointment you've already booked with us.
SACRED SPACE
Upon entering our Holistic Wellness mini Spa & Healing Center, you are invited to leave all your stress at the door and fully relax. We have built a judgement-free zone, focusing on your wellness only. We do not participate in discrimination or segregation, everyone is welcome! Your private information will be respected & kept confidential. We always encourage high vibrations, love, and positive energy inside our sacred space at all times.
