Welcome to our Spa Policies page, where you can find important information to ensure a pleasant and smooth experience at our spa. Here, you will find details about our policies regarding reservations, cancellations, late arrivals, and more. We believe that clear communication and transparency are key to creating a serene and enjoyable environment for all our guests. Please take a moment to familiarize yourself with our policies to help us provide you with the highest level of service.

Cancellation Policy: A 24-hour notice is required for all cancellations or rescheduling of appointments. Failure to provide 24-hour notice may result in the loss of any deposits, gift cards, wellness plan credits , being charged a cancellation fee or any other form of payment that has been used to secure your reservation. 

Late Arrival/No Show Policy: If you arrive more than 15 minutes after your session time is scheduled to begin, your appointment will be treated as a no show and you will be charged in full for the scheduled service. Please note that repeated no-shows may result in being discharged as a client.

Right to Refusal Policy: At Moonstone, we prioritize creating a safe and comfortable environment for all our clients and employees. We have a zero-tolerance policy for any form of inappropriate behavior during our sessions. Our service providers reserve the right to end a session immediately if they encounter any inappropriate behavior from a client. This includes but is not limited to sexual harassment, hygiene issues, safety, medical concerns, misconduct, or any actions that make our staff or other clients feel uncomfortable or unsafe. We value the well-being and professionalism of our team and strive to maintain a respectful and relaxing atmosphere for everyone.

Refunds: At Moonstone, we want to ensure your satisfaction with our services. Please note that all sales are final, and refunds are only granted at the discretion of the management. If a refund is approved, it is important to be aware that you may be charged bank fees for processing the refund.

Gift Cards/Transfer of Credits:  At Moonstone, we offer gift cards as a thoughtful way to treat your loved ones to our spa services. Gift cards are issued with a generous one-year expiration date, allowing recipients ample time to schedule and enjoy their desired treatments. After the expiration date, unused gift cards are converted to cash value and can be applied towards any of our spa services. Please note that gift cards and wellness plan credits are non-refundable, but we understand that circumstances may change. If you are unable to use your gift card or wellness plan credit, you have the option to transfer it to a friend or family member. Simply provide us with written notice to facilitate the transfer. We want to ensure that your gift card and wellness plan credits bring joy and relaxation to those who use it, and we appreciate your understanding of our gift card policy.

Returned Checks/Payment Disputes:  At Moonstone, we strive to provide exceptional service and ensure your satisfaction with every visit. In the rare event of a payment dispute, we encourage open communication to resolve any issues promptly. If you have concerns or questions about a charge on your account, please reach out to our management team, and we will work diligently to address the matter.

In regards to chargebacks, we kindly ask that you contact us directly before initiating a chargeback with your financial institution. We are committed to finding an amicable resolution to any concerns you may have. However, if a chargeback is initiated without prior communication, it may result in additional fees or penalties for bank fees.

Your satisfaction is our priority, and we are dedicated to providing a positive experience. We appreciate your cooperation and understanding in handling payment disputes through direct communication, allowing us the opportunity to address any concerns and ensure a mutually satisfactory outcome.

Credit Card Holding: To streamline our appointment reservation process and ensure availability, we kindly request that all clients provide a credit card on file when booking their appointments at Moonstone. Rest assured that your card will not be charged unless there is a no-show or cancellation fee as per our policies. We understand that you may prefer to use a different payment method at checkout, and that option is absolutely available to you. By keeping a credit card on file, we aim to facilitate a smooth and efficient experience while respecting your payment preferences. Your privacy and security are of utmost importance to us, and we handle your personal information with the utmost care.

Age Requirement Policy:  At Moonstone, we prioritize the safety and comfort of all our clients, including minors. As part of our age requirement policy, we kindly ask that individuals between the ages of 12 and 17 be accompanied by a parent or guardian throughout their entire treatment session. We understand the importance of providing a secure environment and ensuring a positive experience for younger clients. Additionally, we schedule minors with a same-gender therapist to maintain a comfortable and respectful atmosphere. This policy helps us create a nurturing and appropriate setting for our younger clients while providing peace of mind for their accompanying adult.

Hygiene Policy: At Moonstone, the well-being and safety of our valued clients and therapists are of utmost importance to us. In consideration of close contact during treatments, we kindly request all clients to arrive at the spa with a clean and refreshed body as well as refrain from smoking before your appointment and avoid any strong scents that might disturb the tranquil ambiance for other guests. We appreciate your understanding and cooperation in helping us maintain a hygienic and serene environment. 

Thank you for reviewing our policies before your appointment. If you have any questions or need further clarification regarding our policies, please do not hesitate to reach out to us at contact@mymoonstonemassage.com or give us a call at (336) 918-8115. Our dedicated team is here to assist you and ensure your visit with us is nothing short of relaxing and rejuvenating. We look forward to seeing you soon!