Spa Policies & Etiquette
In order to accommodate all our guests, and ensure each & every one of them is provided with the full "Glow Lounge experience",
we have established our Policies & Etiquette for the benefit, respect & time of everyone involved.
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appointment, in order to avoid a loss of your deposit, or a cancellation fee of 50% of your service cost (charged or withdrawn from an existing gift card). 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. An automated confirmation text is sent out the morning prior to your appointment as a reminder, allowing enough time for you to either confirm or cancel your treatment. 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.
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. Please arrive a few minutes early to fill out a confidential form. Our door will be unlocked for you 10 minutes prior to your appointment. Come right in! :)
RETURNING CLIENTS
Please arrive at your scheduled time or a couple minutes early. Our door will be unlocked for you 5 minutes prior to your appointment. Come right in! :)
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 important to us, as we can accommodate another potential client. ***Please note that shortening your services upon arrival, without notice, will result in FULL payment for the time you were originally booked in for!!!***
DEPOSIT/PAYMENT/GRATUITY
Any appointments that are 90 Minutes or longer will require a 50% deposit upon booking (or minimum of 2 months in advance), in order to reserve your spot. Appointment times will NOT be held until we receive the deposit.
Deposits are non-refundable in the event that you don't cancel with enough notice (see 'cancellations' above). However, cancelling your appointment within the timeframe will ensure the deposit will be put towards your next scheduled appointment.
We accept all payment options: Cash, Debit, Credit, E-transfer, and Glow Lounge Gift Certificates.
In the event that a card has to be manually entered (over the phone & texting orders), a processing fee of $5.00 will be applied. We recommend doing E-transfer in these cases, as it doesn't come with any extra cost.
Gratuities are not included in the price of services or packages, however at your discretion, gratuities are graciously accepted. The industry standard ranges from 15%-20% of the service fee. We Thank You in advance!
BOOKING APPOINTMENTS
We welcome everyone to call or text us for availability and to book your appointments. We do NOT take bookings via social media, but we're here to answer your questions on all our provided platforms.
Everyone is responsible for booking their own appointments. We do not allow bookings to be made for someone else. In the event that you need to book for someone else, we require full payment for the service in advance upon booking. Gift Certificate bookings must be made by the OWNER of the gift certificate once they've received it.
PARTIES/MULTIPLE same day BOOKINGS
If a spa party or multiple 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 the organizer to receive a full refund. 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 will not refund their missed service.
GIFT CERTIFICATES
A gift certificate can be used for any of our services or products at the value/amount that was placed on them at the time of purchase. Should your gift certificate be redeemed after a price increase, you are responsible for paying the outstanding amount owing. Gift Certificates CANNOT be used in conjunction with any promos, specials, or discounts. Gift Certificates are non-transferrable, are not redeemable for cash, cannot be used for another gift certificate purchase, and cannot be refunded. Gift certificates must be presented at the time of redemption when you come for your treatment(s). Our gift certificates have no expiry date, except in the case of a donation/contest/free giveaway; refer to individual donation/contest/or 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.
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 Wellness Spa, you are invited to leave all your stress at the door and fully relax. This is a toxic-free zone. We welcome EVERYONE, and your private information will be respected. We always encourage high vibrations, love, and positive energy inside our healing sacred space at all times.
