Cancellation Policy
We understand that plans can change unexpectedly, so please don’t hesitate to contact us if you need to make any adjustments to your booking. Please note, our Cancellation or Reschedule Policy for regular bookings is different to our Spa Party Cancellation or Reschedule Policy.
Cancellation or Reschedule Policy for Regular Bookings:
October-April: We require 72 hours notice for cancellations or reschedules. If you cancel or reschedule late, we charge full price for all bookings.
May-September: We require 72 hours notice for cancellations or reschedules for bookings on Monday-Thursday. We require 7 days notice for cancellations or reschedules on Friday-Sunday. If you cancel or reschedule late, we charge full price for all bookings.
Cancellation or Reschedule Policy for Spa Parties: We require 15 days notice to cancel or reschedule your Spa Party. If you cancel or reschedule late, we charge full price for all bookings. If changes or cancellations are made within 15 days of your booking we charge a 20% non-refundable fee. If the Spa Party is within 7 days of the booking and you cancel, modify or reschedule the booking we will charge you for full booking.
If you are sick: We have waived our 72 hour 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 be applied to your rescheduled booking. We ask that you please re-book when you are feeling better.
If you don’t show up to your confirmed booking: Our ‘no show’ policy is we charge for the full session price.
Emergency cancellations are determined at our managers discretion.
Please check your MindBody client profile to ensure you have checked the boxes for your appointment reminders.
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
Appointment Times
On your appointment day, we require you to arrive early as we want you to receive the full benefit of your time. Please arrive 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.
In order not to affect your treatment time, please come early. Upon arrival you will fill out your consent forms. If you need to use a washroom there is one available at all times inside the main entrance reception door across from the pond. Please help yourself to tea or water.
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.
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 work well done seems to be the norm, but of course, it is 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. You can indicate an amount of tip you would like to give the therapist in advance or there will be gratuity tipping cards in the treatment room for you to indicate 15% – 20% – 25% or a $ amount and then we will charge your card on file. This helps us create a seamless checkout experience for you with barely any time at the desk!
Please note:
A minimum of 20% gratuity is added to Spa Parties of 3 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.