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Etiquette

Appointments & Cancellation Policy

Appointment times are reserved especially for you, and we require that you secure your appointment with a credit card. If you must cancel your appointment, we would appreciate 24 hours notice. If you cancel less than 24 hours prior to your appointment, you will be charged 50% of your service fee. If you cancel less than 8 hours prior to your appointment, you will be charged in full.

If you are booked in for a package and must cancel, we would appreciate 48 hours notice. If you cancel less than 48 hours prior to your appointment, you will be charged 50% of your service fee. If you cancel less than 24 hours prior to your appointment, you will be charged in full.

Securing an appointment at The L Spa & Wellness Centre indicates that you acknowledge these terms and agree to comply with our cancellation policy.

Arriving Early

Make the most of your spa experience! Our goal is to ensure you fully enjoy your time with us. Please arrive 20-30 minutes early to give yourself time to check-in, complete or update necessary therapy forms, slip into a robe, unwind, and start your treatment relaxed and on time. (You may also choose to enjoy a Far Infrared Sauna*, steam or rain shower to receive full treatment benefit).

Arriving Late

Sometimes circumstances prevent you from arriving on time. Please call the spa if you are running late. We will try to reschedule or adjust your appointment. If rescheduling or appointment adjustment is not possible, your treatment time will start and end as scheduled so that the next guest may enjoy their treatment. (Full charges will apply).

Cell Phones, Pagers, Jewellery & Children

This is your time! Thank you for turning off electronic devices. We invite you to make arrangements for infants & children before you arrive so that you and other guests may enjoy your experience to the fullest. Finally, you may want to leave treasured jewelry at home, as we cannot be responsible for lost or stolen items.

Comfort

Your time at The L Spa and Wellness Centre is precious, and you should delight in the experience to the fullest. Please be sure to tell us if there is anything we can do to enhance your experience. Whether it is in-room temperature, the amount of massage pressure or the music volume, please communicate your preferences or special needs. Our state-of-the-art pedicure lounge offers individual remote controlled eco-chairs featuring shiatsu massage options, a flat screen television and privacy curtains.

Gift Cards

The L Spa and Wellness Centre gift card can be used for services, packages or products. This card has no expiry date, is non-refundable, non-convertible to cash and cannot be replaced if lost or stolen. Gift cards are transferrable.

Gratuities

L Spa therapies do not include gratuities but are graciously accepted. With groups of 3 or more, a 15% gratuity will be added to all services.

Hours

We are open 7 days a week including evenings.

Monday – Friday 9am – 8pm                                                                                                            Saturday – Sunday 10am – 6pm

Standing appointments are welcome. The L Spa and Wellness Centre is closed on Statutory Holidays.

Hush

In the locker rooms, you will find a basket of “hush pins.” Please attach one to your robe to let our spa team and guests know if you would prefer to enjoy your treatment in silence.

Preferences

Should you have a therapist preference please make sure to include the request at time of booking. Our team will gladly accommodate all requests made. Please note it may be harder to fulfill your request at peak hours and by booking in advance we can secure preferred therapists and time requests.

Pregnant & Breastfeeding Guests

Please consult with your physician before visiting the spa, and let our associates know if you are pregnant or breastfeeding when you schedule your appointment so we may properly prepare for your treatment. Please note some therapies may not be suited for expectant and breastfeeding guests.

Refund Policy

The L Spa and Wellness Centre cannot provide refunds on any products purchased in our spa or services provided due to the personalized nature of these products/services. Unopened products can be exchanged with the original sale receipt within fourteen days of original purchase.

Respecting Other Guests

We are dedicated to maintaining a serene spa environment, one of tranquility and relaxation, so please respect other guests’ right to privacy and quiet.

Spa Communication

Please notify us at the time of booking of:

  • Allergies
  • Recent surgeries
  • Pregnancy
  • Any physical ailments including cardiac problems, epilepsy, cancer or diabetes. Should you be affected by any of the aforementioned conditions please consult with a physician prior to your visit as medical permission may be required. Please ensure to inform your therapist of any conditions that may impact the therapies you have booked.
  • If you or anyone accompanying you is under the age of 16. All young adults and children over the age of 10 are welcome as spa guests. Parental permission, including health information is required in writing and the parent must remain in the therapy room during the service. Unfortunately due to the nature of the spa and keeping the consideration of other guests in mind the spa is not suitable for infants or children under the age of 10.

The L Spa & Wellness Centre reserves the right to refuse therapy to any individual(s):

  • That do not comply with the policies and procedures of our company.
  • Under the influence of mind altering substances including recreational drugs and alcohol. Massage therapy may adversely influence these substances which may affect your system for several hours.
  • Acting disrespectful, obnoxious or rude towards our team members or spa guests.
  • Resorting to discriminatory actions or sexual advancements in a verbal or non verbal manner.

In the event of unforeseen appointment conflicts, The L Spa & Wellness Centre can assure that we will do our very best to accommodated your requests for alternative booking options. At the time of rescheduling we would like to assure you that all other options have been considered and exhausted to avoid rescheduling.

Special Needs

Please tell us about any allergies, ailments or special needs when you book your appointment, and/or when you check in. The more information we have the better. Some of our treatments are not recommended for guests that are pregnant, have high blood pressure or heart conditions, are healing from recent surgery or have allergies.

Other

All our services are performed by licensed and certified personnel. Prices and services are subject to change without notice.