We understand that life is unpredictable. This policy is designed to be fair to both our clients and our therapists, who reserve time specifically for your session. We appreciate your cooperation and understanding.
1. Cancellation Notice Requirement
We request a minimum of 24 hours advance notice if you need to cancel or reschedule your appointment. Cancellations and rescheduling requests can be made by phone at 512-667-6666 or by email at serene.serenitymassage@gmail.com.
Cancellations received with 24 or more hours notice will be honored with no charge, and you may reschedule at no additional cost.
2. Late Cancellation (Less Than 24 Hours Notice)
Cancellations made less than 24 hours before your scheduled appointment will incur a cancellation fee of 50% of the session price.
Example: If your session is scheduled for Tuesday at 2:00 PM, your cancellation must be received by Monday at 2:00 PM to avoid a late cancellation fee.
3. No-Show Policy
A "no-show" occurs when a client does not arrive for their scheduled appointment and does not provide any prior notice. In the event of a no-show:
- The full session fee will be charged to the payment method on file.
- Future bookings may require a non-refundable deposit at the time of scheduling.
- Repeated no-shows may result in being unable to book future appointments.
4. Rescheduling
We are happy to reschedule your appointment at no charge when notice is given at least 24 hours in advance. Rescheduling requests made with less than 24 hours notice are subject to the late cancellation fee, even if you intend to rebook for another time.
5. Prepaid Services
- Prepaid sessions are valid for one year (12 months) from the date of purchase.
- Expiration dates are non-transferable.
- Sessions must be used within the validity period. Expired sessions are forfeited without refund.
- Extensions may be granted for documented illness or medical necessity only, at our sole discretion. A physician's note is required.
- Prepaid sessions are non-refundable after purchase but remain available for use until expiry.
6. Gift Cards
- Valid for one year from the date of purchase
- Non-refundable and non-redeemable for cash
- Non-transferable once activated
- Lost, stolen, or expired gift cards will not be replaced or refunded
- Cannot be combined with other promotional offers unless explicitly stated
7. Refunds
- Cancelled with 24+ hours notice: Full refund if prepaid, or no charge if billed after service.
- Late cancellations (under 24 hours): 50% of the session fee is non-refundable.
- No-shows: Full session fee is non-refundable.
- Completed sessions: No refunds for completed services. If you are unsatisfied, please contact us within 48 hours so we can address your concern.
- Prepaid packages: Non-refundable after purchase. Unused sessions remain valid until expiry.
- Gift cards: Non-refundable.
8. Exceptions & Special Circumstances
The following situations may be considered for a fee waiver at our discretion:
- Sudden severe illness or medical emergency (documentation may be required)
- Death of an immediate family member
- Severe weather events or natural disasters preventing travel
Please contact us as soon as possible in such cases. Each request will be reviewed individually.
9. Repeat Cancellations
Clients with a pattern of repeated late cancellations or no-shows may be required to prepay in full for all future bookings (non-refundable) or provide a credit card on file as a cancellation guarantee. In extreme cases, we reserve the right to discontinue service.
10. How to Cancel or Reschedule
Please contact us as early as possible through one of the following:
Please do not cancel via social media — these channels are not monitored consistently and your cancellation may not be received in time.
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