Yes, this is THAT page. The one that tells you our rules and policies. 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 the old D.Hotel Spa by SkinCatering.
A credit credit, membership, pre-paid cash, or SkinCatering gift certificate is required to hold your appointment.
We have implemented a required 50% to 100% deposit for online bookings for most services. The required deposit is dependent on the service & length of time of the appointment.
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.
- 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 limitations placed on our availability because of COVID-19 regulations, we need to ensure the time we are at the spa is properly maintained.
Thank you for your understanding!
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.
Temporary Cancellation Policy for COVID-19 era: At this time we are allowing cancellations to be made without penalty with these parameters:
- Appointments scheduled between 9am and 12pm may cancel via phone/voicemail or email the day of the appointment by 8am with no penalty. Appointments scheduled between 12pm and 7pm may cancel before 11am with no penalty. Cancellations after 8am & 11am will be considered late and the 50% charge will apply.
NO SHOW POLICY
Due to the higher volume of no-shows we have been experiencing, please note our updated 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. You will not be allowed to book another appointment with us until this fee is paid. After 2 no-shows, you will only be allowed to book an appointment with us by pre-paying the full service fee, which will be non-refundable.
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.
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.
Due to the nature of our hands-on work, 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.