POLICIES

Yes, this is THAT page. The one that tells you our rules and policies for both our Springfield and Holyoke locations.

Believe us, we wish that bad stuff never happened so we wouldn’t have to feel icky and awkward about how to deal with the situation!

However, since it does happen from time to time, we’re going to go ahead and give you the heads up right now:

Please note that as of December 31, 2018 we will no longer accept SpaFinder, SpaWish, or SpaWeek gift cards. We will only be accepting gift certificates from SkinCatering or D.Hotel Spa by SkinCatering, which can be purchased here online, or in spa.

BOOKING POLICY

A credit / debit card or SkinCatering gift certificate is required to hold your appointment. You will not be charged at the time of the booking unless a deposit is necessary for a group appointment.

CANCELLATION POLICY

We know, the last thing you want to do is cancel your wellness appointment! But life happens (kids, jobs, bank account balances…)

All we ask is that if you must cancel or reschedule your date with SkinCatering, LLC please call as soon as you know you can’t make it! We email/text you an appointment confirmation 72 hours prior to give you lots of time to decide. Please understand that if you cancel with less than 24 hours notice, there will be a 50% charge.

NO SHOW POLICY

Who hasn’t had a bad day and completely forgotten about an appointment until after that time has come and gone? It happens to the best of us. With that said, we won’t judge you as a person, but you will be charged 100% of the appointment fee.

LATE TO AN APPOINTMENT POLICY

As a courtesy to following scheduled clients, late arrivals will only receive the remaining available appointment time and will be charged the full service fee.

RESCHEDULING POLICY

If you are rescheduling an appointment before the 24 our cancellation period, there is no charge. Appointments that are rescheduled with less than 24 hours notice will incur cancellation or no show service fees. You will incur a 100% service charge if you no show to an appointment and then call to reschedule. A new appointment can be made but the charge for the missed appointment will stand.

GIFT CERTIFICATE POLICY

We do not refund gift certificates, except to the purchaser when an error is made and we are notified within a reasonable amount of time that an error occurred. We do not give cash back on gift certificates. If there is any unused dollar amount from a gift certificate, it will be held on your gift certificate as spa credit. Gift certificates that are clearly marked as donations to charity events must be used before expiration date.

SECURITY POLICY

For the safety of our staff, we reserve the right to refuse any client or location at any time, for any reason. You will not be charged for your appointment if this occurs prior to the start of your appointment.

If during your appointment, our staff member deems it necessary for their personal safety to leave the room, or the premises before the appointment is completed, your fee will not be refunded, a report will be filed, and legal action may occur.

WE HAVE A ZERO TOLERANCE POLICY FOR INAPPROPRIATE COMMENTS & BEHAVIOR.

We take the safety of our team, the industry code of ethics, and the licensure of our profession very seriously. We appreciate your understanding on this matter.

Conversations about policies and being charged for appointments you didn’t get to have are never fun for either of us.

We’ll always do our best to be fair in any situation.

Our ultimate goal is to make you happy, and have an enjoyable place to work.