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 At LOAM Wellness & Spa, we are committed to delivering a professional, relaxing, and high-quality experience. To ensure the best care for every guest and smooth business operations, we kindly ask that all guests review and agree to the following policies. By booking a service with us, you acknowledge and accept these terms.

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1) Payment & Refund Policy

• Full Payment: Full payment is required at the time of service.

• Deposit Requirement: A 50% deposit is required to secure all appointments. The remaining balance must be paid immediately after the service.

• Phone Bookings: For reservations made by phone, a secure Text Message Link will be sent for confirmation and deposit payment. Clients must click the link, review all booking details, accept the terms & conditions, and agree before making the deposit payment.

• Automatic Cancellation: If the deposit is not completed, the system will automatically cancel the appointment if another client on the waitlist confirms the same time slot.

• Refund Policy: All payments are final. No refunds will be issued unless the cancellation is made by LOAM Wellness & Spa or at our sole discretion.

• Late Arrival Charges: Once the session has exceeded 10 minutes past the scheduled start time, the full service fee will be charged—regardless of dissatisfaction, interruptions, or early departure for any reason.

• Payment Methods: We accept cash, credit/debit cards, and digital payments.

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2) Cancellation & No-Show Policy

• Rescheduling: Appointments may be rescheduled once if requested at least 24 hours in advance.

• Deposit Policy: Deposits are non-refundable but may be transferred to a new date if the reschedule request is made within the allowed timeframe.

• Multiple Changes: Any additional rescheduling requests beyond the first change will be treated as a late cancellation and will forfeit the deposit.

• Late Cancellations & No-Shows: Cancellations made within 24 hours of the appointment time and no-shows will be charged 50% of the service fee.

• Same-Day Cancellations: Same-day cancellations are non-refundable.

• Late Arrivals: Clients arriving late may have a shortened session without a price reduction to avoid delays for other appointments.

• 15-Minute Rule: If a client is more than 15 minutes late, the appointment may be considered a no-show and will be subject to the cancellation fee.

• Final Decision: All decisions regarding rescheduling, refunds, or exceptions will be made solely at the discretion of LOAM Wellness & Spa.

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3) Service Time Policy

• The scheduled session includes check-in, consultation, time to undress, the treatment, time to dress, and check-out.

• Clients must arrive 10–15 minutes before the scheduled session time to complete check-in, fill out intake forms, use the restroom, and prepare for the session. Late arrivals will not extend the scheduled session time.

• For example, a 50-minute session from 9:00 AM–9:50 AM includes the entire process.

• Any restroom break during the session is included in the total service time.

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4) Prenatal Massage Policy

• Service Eligibility: We offer prenatal massage for clients between 16 and 32 weeks of pregnancy only.

• Required Information: Clients must inform us at the time of booking if they are pregnant and provide complete and accurate health information, including:

• Any pregnancy-related complications (e.g., high-risk pregnancy, preeclampsia, gestational diabetes, bleeding, preterm contractions).

• Any allergies to oils, lotions, or products used during the service.

• Any medical conditions or doctor’s restrictions related to massage or body positioning during pregnancy.

• Doctor’s Approval: A doctor’s approval is highly recommended before receiving a prenatal massage, especially if there are any complications or health concerns.

• Positioning & Safety: All prenatal massages will be performed using safe, pregnancy-appropriate positioning, such as side-lying or supported semi-reclined positions with special maternity cushions for comfort and safety.

• Service Limitations: LOAM Wellness & Spa is not a medical facility and cannot provide medical advice or treatment. If a client experiences any abnormal symptoms during the session, the massage will be stopped immediately, and the client may be referred to a healthcare professional.

• Right to Refuse Service: We reserve the right to decline service if there are any concerns regarding client safety, medical conditions, or if complete health information is not provided.

• Shared Responsibility: Clients are responsible for disclosing all relevant health and pregnancy information before booking and must update us on any changes in their health status prior to the appointment.

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5) Professional Conduct & Zero-Tolerance Policy

• LOAM Wellness & Spa is a professional establishment.

• Any inappropriate behavior, harassment, or solicitation of sexual services will result in the immediate termination of the session without refund.

• We reserve the right to refuse service to anyone who violates our professional standards.

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6) Right to Refuse Service Policy

We reserve the right to refuse service to individuals who:

• Exhibit disruptive or disrespectful behavior.

• Appear to be under the influence of drugs or alcohol.

• Have open wounds, contagious conditions, or visible skin infections that may pose a risk to staff or other clients.

• Have poor hygiene that affects the spa environment.

If a client is asked to leave due to any of the above reasons, the deposit and/or full payment will not be refunded.

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7) Health & Safety Policy

• Clients must provide accurate health information for their safety.

• We are not responsible for adverse effects due to incomplete or inaccurate health disclosures.

• Pregnant clients (16–32 weeks) must inform us before booking. A doctor’s approval is recommended before receiving a prenatal massage.

• Clients with contagious illnesses, fungal infections, or any transmissible skin conditions will not be serviced.

• If you are unsure about your condition, please consult a doctor before booking.

• LOAM Wellness & Spa offers massage pressure levels of Light, Medium, and an optional Deep Pressure (available as an upgrade in select services).

• Deep Pressure is available upon request and applied only by trained therapists who will ensure it is safe and suitable for each guest.

• Please note: LOAM does not provide extreme deep pressure or unsafe forceful techniques. Our Deep Pressure option is firm, therapeutic, and within safe professional standards, but it is not extreme or excessive.

• Stepping techniques (walking or standing on the body) are not performed in any of our services.

• Guests are encouraged to communicate with their therapist at any point during the session. Therapists will gladly adjust pressure to maintain comfort and safety.

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8) Spa Etiquette & Quiet Policy

• To maintain a peaceful and relaxing atmosphere, please keep noise levels to a minimum.

• Phones must be silenced or turned off upon entering the spa.

• Conversations should be kept soft and respectful to avoid disturbing other guests.

• If you need to take a call, please step outside the spa area.

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9) Damage & Liability Policy

• Clients are responsible for any damage to spa property or equipment due to negligence.

• LOAM Wellness & Spa is not liable for any injuries, allergic reactions, or adverse effects resulting from the client’s failure to disclose medical conditions or allergies.

• By receiving services at LOAM Wellness & Spa, you acknowledge and accept any potential risks associated with massage and spa treatments.

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10) Personal Belongings & Liability Policy

• LOAM Wellness & Spa is not responsible for lost, stolen, or damaged personal belongings. Please keep valuables secured.

• Clients assume full responsibility for any injury or damage caused by failure to follow therapist instructions or spa policies.

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11) Gift Cards & Promotions Policy

• Non-Refundable & No Cash Value:
  Gift cards and promotional discounts are non-refundable and cannot be exchanged for cash under any circumstances.

• Validity & Expiration:
  Expired gift cards or promotions will not be honored. Some promotions may have specific validity periods or blackout dates (e.g., holidays or peak times).

• Usage Conditions:

• Gift cards can be used for eligible services and products as specified by LOAM Wellness & Spa.

• Gift cards must be presented in physical form or with a valid code at the time of redemption.

• Gift cards and promotions may be applied toward deposit payments if the booking system allows redemption at the time of reservation. The remaining balance must be paid at the time of service.

• Combination Restrictions:
  Promotions and discounts cannot be combined unless otherwise stated in writing by LOAM Wellness & Spa.

• Lost or Stolen Cards:
  LOAM Wellness & Spa is not responsible for lost, stolen, or unauthorized use of gift cards. However, a replacement card may be issued for a reprinting fee if the original purchase can be verified in our system.

• Service Charges & Tips:
  Promotions and gift cards do not include gratuities or additional service charges unless otherwise specified.

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12) Privacy & Documentation Policy

• Confidentiality: All personal information and client records are handled in accordance with applicable privacy and data protection laws.

• Video & Audio Monitoring: For quality assurance, training, and safety purposes, video and audio monitoring may be used in reception and common areas only.

• No Recording in Treatment Rooms: Treatment rooms and private service areas are never recorded to ensure complete client privacy during all services.

• Internal Use Only: All data and recordings are managed securely and used solely for internal purposes to maintain the highest standard of care.

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13) Group Sparty – Deposit & Attendance Policy

• A 50% deposit of the total booking amount is required to secure all Group Sparty reservations.

• For phone bookings, a Text Message Link will be sent for secure online deposit payment. The reservation is confirmed only when the deposit is successfully paid.

• This deposit is non-refundable in all cases once payment is made.

• Rescheduling is allowed once if requested at least 24 hours in advance. Additional changes, cancellations within 24 hours, or no-shows will result in the forfeiture of the deposit.

• If fewer guests attend on the day of service than originally booked, the total package price remains unchanged and will still be charged in full. The deposit for any absent guests will be forfeited and cannot be applied toward the balance of attending guests.

• A 20% service charge will be added to all group bookings of 5 or more guests, applied at checkout. This fee is non-refundable, separate from gratuities, and helps cover the additional staffing, coordination, and preparation required for larger parties.

• Example: For a booking of 5 guests (80 mins) at $750 total, a 50% deposit of $375 is required ($75 per person). If only 4 guests show up, the $75 deposit for the absent guest is forfeited, and the remaining guests must pay the balance of $375 in full. The 20% service charge will be calculated based on the total package price and added at checkout.

• Late Arrivals: Arriving more than 20 minutes late without prior notice will be considered a no-show, and your reserved slot may be released to waitlist clients.

• Group bookings require us to reserve multiple therapists and treatment rooms exclusively for your party. Any late changes, cancellations, or no-shows result in lost opportunities for our team and spa to accommodate other clients.

• By confirming your booking and paying the deposit, you agree to these terms.

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14) Client Responsibility Policy 

• Clients must read and understand all spa policies before booking and payment.

• Clients must arrive on time as late arrivals reduce service time without a price reduction.

• Clients must provide accurate health and personal information for safety and service quality.

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If you have any questions or concerns about our policies, please don’t hesitate to contact us before your appointment.

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Thank you for choosing LOAM Wellness & Spa.

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