Cancellation Policy
We understand that sometimes situations come up that require you to change your plans. If you must cancel or reschedule your appointment, we require that you notify us at least 48 hours in advance. This helps us protect the time of our therapists and team, as well as our clients. This ensures that we can continue to deliver upon our promise of exceptional service.
Cancellation or Reschedule Policy for Regular Bookings:
Cancellations and rescheduled appointments without 48 hours notice will incur a cancellation fee of 100% of the service price. Missed appointments (“no-shows”) will be charged 100% of the service price. This fee is non-refundable and can not be put toward any future services.
Cancellation or Reschedule Policy for Group Bookings with services provided by a therapist (over 4 guests) and our full-day Solace Sojourn:
For large group bookings (over 4 guests) with services provided by a therapist and our full-day Solace Sojourn. Extra time and preparation is needed to make sure we have the space and amenities needed to make your time with us one you’ll always remember fondly. We require a 20% deposit at the time of booking. If changes or cancellations are made within 7 days of the scheduled appointment, this 20% deposit is non-refundable. If you need to cancel or make changes to your booking, we require that you notify us at least 72 hours in advance. Cancellations and rescheduled appointments without 72 hours notice will incur a cancellation fee of 100% of the service price per guest.
Arriving on time to your appointment
We understand that you have a busy schedule, and allow a grace period of 20 minutes after your scheduled appointment time. If you are more than 20 minutes late to your appointment, we may need to reschedule your appointment to accommodate your service(s). If we do not hear from you within 20 minutes after your scheduled appointment start time, your appointment will be considered a “no-show” and you will be charged 100% of the service total. Your treatment will always end at the originally booked time.
On your appointment day, we ask that you arrive early so you can make the most of your time. Please arrive 10-15 minutes early. We do not have an indoor waiting area but we do have a lovely garden courtyard and outdoor heated tea lounge you can enjoy. If a spa treatment is booked we aim to bring you into the treatment room 5 minutes before your scheduled treatment time to enjoy a mineral foot soak and discuss your treatment so that your treatment starts at the scheduled time.
If you are sick: We have waived our cancellation policy if you are feeling ill, however if this cancellation or reschedule is made within 24 hours of your booking, we do charge a 20% booking fee that can not be applied to any future services. We ask that you please re-book when you are feeling better.
Emergency cancellations are determined at our managers discretion.
Travel
Solace Organic Spa does not take responsibility for any travel to or from the spa. If your transportation is delayed, cancelled or rescheduled, we will not be able to reschedule your booking or waive our cancellation policy. If you are travelling to the spa, we advise that you give yourself ample time to arrive on time for your appointment.
Solace Organic Spa declines all responsibility for any loss, damage, accident, illness, closure or limitation of services, or change of schedule caused by an event of force majeure, such as bad weather, natural disaster, or any other event beyond the control of the business. Expenses incurred as a result of any of these reasons will not be covered
Etiquette
Our goal is to create a nurturing and comfortable environment.
Please silence and put away your cell phones, pagers, and watch alarms. We would like you to enjoy the moment, as well as not disturb other guests. Please be clean, having showered the same day as your session, do not eat a heavy meal less than two hours prior to the session, and be present (not under the use of drugs or alcohol). Sessions begin and end at scheduled times. We require you to arrive early to fill out forms and use the washroom etc. so that your treatment booking can start at the scheduled time. Payment is expected at the time service is rendered and is automatically charged to the card on your account here unless otherwise arranged.
Spa Ritual: Forest Hydrotherapy Circuit
Please arrive 15 minutes prior to your appointment time. We would like you to get the full benefit of your appointment, so please do arrive on time. If you are late, your appointment will still end at the scheduled time, as to accommodate our other guests and staff cleaning schedules. Timing is important to us. If you exit late, there is a late charge of $20 per person that is applied for any late completion of the spa ritual bookings. Payment is expected at the time service is rendered. Please respect the quiet spa atmosphere when using the spa ritual so as not to disturb guests in the treatment rooms.
Taxes
- Spa Services are subject to 5% GST.
- Spa Products are subject to 7% PST and 5% GST.
- Gift certificates tax is paid by the recipient at the time service is rendered.
Payment Options
We accept cash, debit, Visa, Master Card, Amex, Paypal and advance e-transfers.
Gratuities
We are committed to providing excellent service to our guests. Our prices do not include gratuity. Leaving gratuity for services you enjoyed is greatly appreciated, however it is always optional. Generally, 15 – 25% is customary. Upon booking you will need to provide pre-payment (charged on the day of your treatment) and a receipt will be emailed to you.
Please note:
A minimum of 20% gratuity is added to Spa Parties of 4 people or more.
Gift Cards
Everyone loves the gift of Solace and our gift cards are a wonderful way to give the gift of health and well being. Gift cards may be purchased for any of our products and/or services for any dollar amount or selected service. Gift cards are always valued at the dollar value.
Gift cards must be presented at the time of your appointment for payment and cannot be redeemed for cash. Gift cards are available instantly in any dollar amount on our website, by email request, at the spa or by mail. Gift cards tax amount is encouraged to be paid by the recipient at the time service is rendered. If you want to include the tax or any gratuities please factor this into the amount you are gifting.
Children & Teens
Children are welcome to participate in our spa services with parental consent and for children under the age of 12 please have the parent or guardian present at the spa during their appointment. We offer a 10% discount to children and teens under the age of 16.
Pets
We do ask that you leave your pets at home while you are visiting the spa. If you need to have your pet in your car this is ok and our parking lot is quite shaded by the forest.
Professionalism
We provide you with competent and professional care customizing each session to address your specific needs. Personal and professional boundaries are respected at all times. Our equipment and supplies are clean and safe and we keep accurate records and review charts before each session. We perform services for which we are qualified, physically and emotionally, and able to do, and refer to appropriate specialists when work is not within the scope of practice and/or not in the client’s best interest.
Confidentiality
Your privacy and confidentiality are maintained at all times.