POLICIES

Our spa is by appointment however, we do accept same-day, call-ahead appointments & online bookings. Due to our pre-scheduled appointments, we may or may not be able to accommodate walk-ins.

The posted hours of operation are for booking purposes only. We close when scheduled appointments are done for the day, which may mean earlier than our posted times.

If you are picking up an online skincare order or need to shop for skincare, please call to coordinate your pick-up date/time.


MASK POLICY, UPDATED 9/13/2021

Thank you for your help by wearing a mask inside the spa no matter your vaccination status. We know it isn’t ideal but it’s a City-wide mandate, as many cities and towns across Western Mass are doing. It is our honor to continue providing spa & salon services safely during the pandemic. Thank you for your patience as we all comply. Please do not yell at the staff.

You will be asked to leave if you treat our team like crap – any time of year – but especially during a time they have no control over. We want to give you a beautiful, relaxing spa service. Don’t yell. It ruins it for everyone.

As we always said even before Covid – if you are not feeling well (ever) please do not come to the spa. Our cancellation policy is generous enough with the timing to allow you time to know whether or not you can come in.

Our sanitizing and cleaning that we have always done will continue. We take pride in offering you a beautiful, clean & safe space for you to care for yourself.

Much love,

Leanne & Kim


BOOKING POLICY

A valid credit credit, membership, pre-paid cash, or SkinCatering gift certificate is required to hold your appointment.

There may be a required deposit for your service. This deposit amount may be dependent on the service(s) & length of time of the appointment(s).

If you call to book, you will still be required to have one of the above items to hold the appointment.

  • This deposit is non-refundable if the appointment is not cancelled or rescheduled according to our current policy.
  • If you cancel with 24 hours or more notice, the deposit is allowed to be refunded or carried over to a new appointment. You may need to request a refund as this is automated by our system, and it’s not always perfect.
  • The deposit is not refundable if you do not show up to your appointment, you are late to your appointment, or if you cancel/reschedule past our allowed policy.
  • Clients who no-show to one or more appointments will be required to pay in full for the missed appointment, and be required to make a 100% pre-paid, non-refundable deposit on any future visits.

Due to the nature of our business, we need to be firm in our policies. Consideration may be taken on a case by case basis.

Thank you for your understanding!


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 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 the following notice, there will be a 50% charge:

  • Appointments scheduled between 9am and 1pm may cancel via phone/voicemail or email the day of the appointment by 8am with no penalty. We do NOT accept cancellations via social media.
  • Appointments scheduled between 1pm and 10pm may cancel before 11am with no penalty. Cancellations after 8am & 11am will be considered late and the 50% charge will apply.

NO SHOW POLICY

We make every effort to reasonable effort to confirm your appointment and be prepared for your arrival. If you do not show up to a scheduled appointment you will be charged 100% of the appointment fee. You will not be allowed to book another appointment unless you pre-pay the full service fee, which will be non-refundable. Members that no show will have their membership benefit charged if it’s a benefit service, or your card will be charged for all other appointment types.


LATE TO AN APPOINTMENT POLICY

As a courtesy to our staff and the other scheduled clients after you, late arrivals will only receive the remaining available appointment time and will be charged the full service fee. Because some services need the fully allotted time to complete (such as a manicure/pedicure, hair service, or specific facial treatments) we may not be able to do ANY part of your service if you arrive late. You will be charged for the full service fee if you are too late for us to complete the scheduled service – even if you change the service to a shorter service so you can “just get something done.”


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 call to reschedule after your appointment time. 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

Due to the nature of our hands-on work, for the safety of our staff, we reserve the right to refuse any client for behavior that is unbecoming or disrespectful. We will NOT tolerate being yelled at, shamed, sworn at, or any other aggressive behaviors – including racism, sexually suggestive remarks, or being clearly under the influence of drugs or alcohol. It will be at the discretion of management how the situation is handled, if it occurs.

If during your appointment, our staff member deems it necessary for their personal safety to leave the room before the appointment is completed, your fee will definitely 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 are never fun for either of us.

We’ll try to be fair in the situation. We do our very best to accommodate you without penalty but please understand the nature of our business is not one that can afford to have clients continually be late, no-show, or cancel last minute and not have payment made. “Appointments” is how our business works and stays in business.

Our ultimate goal is to help YOU decompress and have a beautiful experience at SkinCatering, and for OUR TEAM to have an enjoyable place to work.

Sincerely,

The SkinCatering Team