Cancellation Policy

ALL SERVICES

Please let us know as soon as possible if you have tested positive for COVID-19, are waiting for test results, developing symptoms, or even considering canceling or rescheduling. This is VERY important––our team is paid for their time no matter what. We can help you determine if we can honor your appointment. We appreciate your respect for our time and commitment to providing you with exceptional service.

• MASSAGE: Cancellations with less than 24-hours’ notice or no shows will be charged a minimum 50% and up to 100% of the service booked. Cancellations at least 24 hours in advance can be made free of charge.
• COUPLES MASSAGE: Cancellations with less than 48-hours’ notice or no shows will be charged a minimum 50% per person and up to 100% of the service booked. Cancellations at least 48 hours in advance can be made free of charge.
• INFRARED SAUNA: Cancellations at least 24 hours in advance can be made free of charge.

NO-SHOW POLICY

You will be charged in full if you do not show up for an appointment.

LATE POLICY

If you are late for your session, we will do our best to accommodate you for the time you have left without penalizing the following guest. Guests who are over 20 minutes late will be asked to reschedule their appointment and will be charged a cancellation fee.

SICK POLICY

Reschedule your appointment if you are feeling ill or have been exposed to COVID-19. Thank you for helping us keep our community as safe as possible. Your safety is always our first priority. If you come sick to your appointment we may ask you to leave without reinburstment. 

PAYMENT & BOOKING POLICIES

We require a credit card on file in order to book all appointments. We accept cash, Visa, Mastercard, American Express, and HSA cards. We do not accept 3rd party vouchers.

Packages:

We do not allow sharing of massage packages or upgrading or downgrading pre-purchased packages.  You must use the amount and session purchased.

Memberships:

Please visit our memberships page for details on payments.

NEW GUESTS

To ensure your full time on the table, please fill out your intake form that was sent via email prior to your appointment. If not, please arrive at least 10 minutes early to fill out a health intake form and to discuss with your therapist what you’d like to focus on.

ADDITIONAL GUEST POLICIES

No guests are allowed with you at your appointment, including children.  Except if you are the parent of a minor receiving treatment.

MINORS

Many of us have children of our own, too, so for the safety of yours, we ask a few things. Minors receiving massage services must have a signed consent form from a parent or guardian.

Children ages 5 to 15 must have a parent or legal guardian in the room during the massage.

Minors ages 16 to 17 must be on or near the premises, and it is the discretion of our massage therapist if the parent or legal guardian needs to be in the room.

SAFETY/CONDUCT

As professionally licensed therapists, we’re dedicated to providing clients with a safe and enjoyable experience. Our work is strictly therapeutic and non-sexual. Any sexual comments or advances will result in immediate termination of the session.

Furthermore, we do not permit or tolerate sex on the premises, and you will be asked to leave without being reimbursed for your sessions. 

REFUND POLICY

Since we are a service-based business, Ballaura Wellness Spa cannot offer refunds for massage services or gift cards. Gift cards, memberships, and store credit are non-transferable and cannot be shared.

RIGHT OF REFUSAL

We reserve the right to refuse service to anyone at any time without explanation.