Spa Policies

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Cancellation Cut Off Period

 

Cancellations & Rescheduling Appointments - If you need to cancel or reschedule an appointment, the cut off period is one hour before the Spa closes the day before your scheduled appointment communicated by email or phone call. After that time, a 30% cancellation fee of the missed appointment applies and will be charged to the valid card on file or applied to the account to be paid prior to the next service. Please ensure you get in touch with us in time to allow us to fill the empty spot. Phone calls left on our voicemail after the cut off are also subject to a cancellation fee. Should you book within 24 hours, we will still require a credit card to hold your appointment to ensure that our staff are protected from a “no show” appointment. All services require a credit card to guarantee a reservation including services intended to be paid with a gift card. Please have your credit card ready when booking online or by phone

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Hours: Mon 12-7, Tue-Thu 10-7, Fri, Sat, Sun 10-5 

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Because of the amount of late cancellations and no-shows we have, unfortunately, we are faced with the challenge of enforcing this policy. Short notice cancellations for unexpected last minute sicknesses, work schedules or other personal schedule conflicts outside of our control, will no longer be accepted for reasons of cancellation and not be excused from the fee. Cancellations within 30 minutes of the appointment are counted as a no-show appointment

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Failure to Show Up for Appointments - No-show spa/massage therapy appointments will have their accounts suspended until the missed appointment fee of 50% is paid

 

No-show Tanning Appointments - Tanners that no-show their appointments will have an average of 5 minutes or one day deducted from their memberships. After four no-shows, the tanning membership will be cancelled

  

Massage Clients – Therapists are contract employees and are paid by the service. When a client no-shows a massage appointment, they have removed the ability to book in someone else and the massage therapist receives no income. They are given the flexibility to not re-book a client that late cancels or no-shows their appointment

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Customers that consistently cancel with limited notice or choose to no-show appointments will be referred elsewhere

 

 

Other Cancellation Policy Notes:

 

All bookings must be guaranteed with a valid credit card number, CVV # & expiry date. Non-expired Gift Certificates may be used in lieu of credit cards, however it must be understood that a missed appointment will hereby render the Gift Certificate voided and forfeit

 

Text messages or private messages are not accepted as a method of appointment cancellations

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Our appointments are confirmed by phone call and/or email in advance by email because we know how easy it is to forget an appointment you booked months ago. Since the services are reserved for you personally, you are solely responsible for your on-line bookings and fees will apply for last minute changes to the schedule or cancelations outside of this policy. You will receive an itinerary email confirming what you've scheduled

 

If you decline giving us an email or do not respond to our requests for confirmation of appointment it becomes your responsibility to arrive for your appointment or provide the proper notice to cancel

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Important:  Although our automatic reservation system does send out reminder emails in advance of your appointment, email in general is not always reliable. Sometimes emails are late, go directly into your junk mail folder or don't show up at all. All these things are out of our control. We recommend that clients note the date/time of their services through other means because ultimately each person is responsible for keeping their appointment and cancelling within 24 hours if need be

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Children in the Spa

Children over the age of 12 are permitted spa if booked for a service when having a service and must be accompanied by an parent. For safety reasons and insurance purposes, no child under the age of 12 may accompany you while you are having a service unless arranged in advance of your service. No children may be unattended in our waiting area and may need to be present in the room with you during your service. We do not have the facilities to care for children. We love children, and we hope you understand, we cannot assure their safety in a professional environment and we will not compromise the relaxation of our other guests. YOUR UNDERSTANDING IS GREATLY APPRECIATED. This includes Children left unattended for tanning

 

Tanning Clients

Under no circumstances can we watch or attend to children under the age of 12, toddlers or infants in carrier seats unless accompanied by a care giver. Our facility is not designed for this type of care. Tanning clients may be turned away from the use of the tanning facility

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Tanning Under the Age of 18

No person under the age of 18 is permitted to use the UV Tan bed

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Tanning Minutes

UV Tanning Minute/Packages expire after two years

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Returns on Product

Retail products may be exchanged with an original receipt within 7 days. We do not offer refunds or apply credit toward services for returned merchandise

 

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Gift Cards/Certificates​

• All Gift Certificates are strictly non-refundable but for your convenience are fully transferable to another person (notified in writing)

• All Spa Packages must be performed as listed and on the same day 

• Packages cannot be split to accommodate two separate individuals 

• Prices & treatment protocols are subject to change without notice

• GC's do not includes all applicable taxes or gratuities.

• Gift Cards cannot be redeemed for cash.

• The value of a Gift Cards will not be replaced if lost, stolen, destroyed, altered or used without permission.

• Gift Cards MUST be presented at time of redemption.

• Gift Cards can be sold for a dollar value and not for a specific service.

• A fee may be charged for a lost/replacement card.

• Lakeshore is not responsible for lost/misplaced or stolen Gift Certificates and they may not be replaced.

• Gift Certificates are for a dollar value, treatment or multiple treatments.

• There is no cash value for a gift certificate.

• It is for a service or dollar amount to be used at The Lakeshore Spa only.

• Change is not given on a voucher.

• The Gift Certificate EXPIRES SIX MONTHS AFTER ISSUE. The GC becomes a dollar value only, after 6 months.

• A fee applies for lost/stolen certificates that need replacement.

• Gift Certificates cannot be purchased for any spa promotions unless being used before the deal/promo expires.

• Non-expired Gift Certificates may be used in lieu of credit cards to hold appointment times, however it must be understood that a missed appointment will hereby render the Gift Certificate voided and forfeit

• Concerns or questions should be directed to Management.

• Gift Certificates over 1 year old for a service are subject to any price increases and the recipient may be responsible to pay the difference, this includes spa promotions that have expired.

• The value of the gift certificate will become null and voided if the guest fails to give proper notice of cancellation or no-shows an appointment.

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Arrival Time at Spa - Please note, at this time we are sending out Intake Forms by email to completed in advance of your service

To ensure your appointment starts right at the scheduled time, please arrive a few minutes early to fill out any intake forms that are needed. Late starting appointments may result in a shortened appointment time or may require rescheduling

 

Commitment

Our Staff is committed to providing the best quality service that they can at The Lakeshore. Please remember that mistakes happen and we are human and if given the opportunity we will do our best to fix any mistakes or address any concerns

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