Cancellations
Your services at Serenity Massage and Spa are reserved especially for you. We value your business and ask that you respect the spa’s scheduling policies. Should you need to cancel or reschedule your appointment, we ask that you provide us with a 24 hour notice. Please understand that when you cancel or miss your appointment without providing a 24 hour notice we are often not able to fill that appointment time. Any cancellations with less than 24 hours of notice are subject to a cancellation fee amounting to 50% of your scheduled service. Clients who miss their appointments without giving any prior notification will be charged 100% for the scheduled service. When you schedule your appointment with us, you are agreeing to these policies. All services require a credit card to guarantee a reservation including services intended to be paid with a gift card or membership credits. Please have your credit card ready when booking. You will not be billed unless there is a cancellation or no show. Upon checkout, guests may choose their method of payment. If you agree to receive emails and texts from us, we have an automated appointment reminder that goes out 48 hours before your scheduled appointment as well as 24 hours before.
If I’m late, what happens? Do you cancel my appointment?
We ask that you arrive 10 minutes prior to your appointment start time to allow time to fill out any required paperwork as well as answer any intake questions your therapist/esthetician may have. We understand that issues can arise that may cause you to be late for your appointment. However, we ask that you call to inform us if this ever occurs so we can do our best to accommodate you. Appointment times are reserved for each client, so oftentimes we cannot exceed that reserved time without making the next client late. For this reason, arriving late to your appointment may result in loss of time from your massage/skincare service so that your session ends at the scheduled time. Full service fees will be charged even when sessions are shortened due to late arrival. In return we will do our best to be on time, and if we are unable to do so we will add time to your session to make up for our late arrival or adjust the service charge accordingly.
Gratuity Policy
We know that you want to show appreciation for the quality service provided by Serenity Massage and Spa practitioners. Gratuities at Serenity Massage and Spa average between 18 and 22 percent of the treatment price. You may give your therapist a gratuity in cash or by credit card at the front desk at check out.
Pre-Waxing Tips
- Do not shave or wax for at least 3 to 4 weeks prior to your treatment.
- For bikini waxes, please trim any long hair to minimize discomfort. Hair should be no more than 1/2″ or less than 1/4″ of growth. We do NOT offer trimming at Serenity, so if your hair is too long to wax, you will be asked to reschedule.
- Female clients may have heightened sensitivity during the week prior to or during menstruation.
- Limit your caffeine intake the day of your waxing service. Caffeine stimulates the nervous system and increases sensitivity.
Before your wax, please do not…
- Use Retin-A/Renova for at least 30 days.
- Use Accutane for at least one year.
- Use peels (glycolic, AHA, etcetera) or dermabrasion on the area for at least 24 hours.
- Consume excessive amounts of alcohol or sunbathe for at least 48 hours.
- Use self-tanners, exfoliants or moisturizers the day of the service – they can cause irritations to the sensitive hair follicles that are open after waxing.
What about after I get waxed?
- Minimize skin irritation by applying aloe vera or hydrocortisone cream to the treated area.
- You may wash the waxed area, but refrain from using harsh cleansers or creams for 24 – 48
hours. - Stay away from hot tubs, hot showers, hot baths, sunbathing and tanning for at least 24 – 48
hours. - Prevent ingrown hairs by avoiding exfoliation for 2 – 3 days and then exfoliating the area
regularly. - Avoid shaving in between waxing treatments.
We want to create an atmosphere that allows all our clients to escape from the world outside. In consideration of others, please refrain from talking on your cell phone inside the spa. All cell phones must be in silent mode or turned off while at Serenity Massage and Spa.
While receiving a massage, we encourage you to undress to your comfort level. During a massage treatment, our therapists drape you to protect your privacy. If you feel more comfortable wearing undergarments for your massage, please feel free to do so. For skincare services you will be provided a spa wrap to wear to avoid getting any product on your clothes. We encourage our waxing clients to wear comfortable loose clothing to avoid any irritation or sensitivity post wax. For example, wearing tight jeans to a brazilian wax may result in some irritation after the service.
To save time and make the most of your visit to Serenity Massage and Spa, we encourage you to fill out your digital intake forms before you arrive. You can find a link to your forms in your appointment confirmation and reminder emails.
Please arrive 5-10 minutes before your appointment. Arriving early allows you to find a good parking spot and to transition from the outside world to the tranquility of Serenity Massage and Spa. You may also fill out paperwork and have a cup of complimentary tea prior to your treatment. Arriving late cheats you out of valuable treatment time. If you arrive late, your treatment will still end on time in consideration of the next client.
Minors Policy: In order to ensure a safe, relaxing environment for all of our guests, we ask that our clients abide by the following policies:
We ask all of our clients: For the safety and comfort of our guests and staff: babies, toddlers, and children are not permitted to accompany an adult during service or to the relaxation lounge and must be accompanied with another adult if waiting in the outer lobby area. We are happy to reschedule your reservation to a date and time that childcare is secured. You will still be required to reschedule 24 hours in advance to avoid fees stated in our cancellation policy.
- Minors ages 17 and under must have a parent or guardian in the treatment room throughout the duration of their treatment. The client and the parent/guardian must also provide written consent before any services commence.
- Minors under the age of 18 must be accompanied by a parent/legal guardian at all times. If you wish to schedule multiple minors, each child must have an adult accompanying them to receive services.
Massage Care: Teenagers ages 15 to 17 may receive massage with the same-gender therapist. A parent/legal guardian must remain in the same room for the entire service.
Skin Care: Teenagers between the ages of 13 to 17 may receive facial services and/or facial and arm waxing. Underage clients may not receive waxing services below the waist. A parent/legal guardian must accompany any minor receiving skincare/waxing services. Waxing on a minor will only take place if both the minor and the parent/legal guardian agree to the service verbally and with written consent.
For women who are expecting and for those individuals with an existing medical condition, please contact us at (618) 939-1730 prior to your massage treatment. We perform massages on expectant mothers who are in their second or third trimester. For those with existing medical conditions, we’d like to discuss the best and safest massage options before you arrive for your appointment.
When scheduling your treatment, please let us know if you have any physical ailments, medical conditions, or allergies. Our practitioners should also be notified if you are pregnant, have high blood pressure, a heart condition, or any other medical condition. Our staff will personalize your treatment to meet any special needs or accommodations you may require. Serenity Massage and Spa practitioners cannot work on clients with open wounds, abrasions, or other skin conditions. If you have any questions about a spa treatment and your health, please consult a doctor. If you have any of these conditions and have a doctor’s clearance, you may bring in written consent from your doctor to receive services.
Serenity Massage and Spa accepts MasterCard, Visa, American Express, Discover, Cash, and Personal Checks.
Services: We want you to love your service. If you are not completely satisfied with your service, please contact us to discuss your experience info@serenitymassagewaterloo.com.
Products: Once the purchase is located and confirmed in our system, unused and unopened items may be returned within 7 days of the original purchase for a full refund to the original method of payment. Please note that this returns policy only applies to products purchased at our spas.
Gift Certificates: Gift Certificates are final sale, and may not be returned under any circumstances.
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