NO SHOW POLICY (NSP) & LAST MINUTE CANCELLATION POLICY  (LMC)

We require 24 hours notice to cancel or change any single service appointment and 48 hours notice for multiple same-day service appointments.  

 

We are committed to providing our clients with the highest quality services while ensuring transparency in our operations. As a result of an increasing number clients that do not show up for their appointments,  No-Show Appointments (NSA) and Last Minute Cancellations (LMC) of appointments, which have a direct impact on our business, team members and you our clients, we are implementing the following policy:

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BOOKING POLICY

Clients will now be required to provide a credit card, Visa or MC, at the time they make their appointment. The credit card will be securely retained in their account by Five Senses and used solely to secure your appointment(s). Should a Client appointment result in a NSA or LMC, their credit card will be charged, 100% of the appointment fee, to which 50% will be retained by Five Senses as a non-refundable fee and the remaining 50% will be held to use towards future bookings.   

 

For those clients who have previously had a NSA or LMC, they will need to provide a credit card, Visa or MC, at the time of booking.  We will process the payment for the appointment at the time it is booked and will be used to prepay each of their next three appointments, upon booking.  The credit card information will remain on file in their account.​

 

We thank you for your continued support and if you have any questions or concerns we give everyone the opportunity to review and adapt to these changes. Your support is invaluable to us, and we aim to make this transition as smooth as possible.

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CANCELLATION POLICY DUE TO COLD/FLU LIKE SYMPTOMS

We are waiving the cancellation fee if you cancel because of flu or cold-like symptoms, and you will not be able to rebook your appointment for a period of 1 week.  In the interest of our team members and clients, please give us as much notice as possible if you need to change or cancel your appointment.

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LATE FOR APPOINTMENT

Please ensure that you arrive 10-15 minutes before your appointment.  If you are late and the appointment needs to be shortened then it will be shortened but you still will be charged the full amount for the original appointment.

 

CONFIRMATION POLICY

Clients receive a confirmation notice by text and email. We will attempt to confirm each appointment 48 hours prior to the date of the appointment.  If the appointment has not been confirmed 24 hours prior to the scheduled time of the service (for one up to two appointments, 3 or more appointments require 48 hours notice), we reserve the right to cancel your appointment with a confirmed replacement.

 

BOOKING SPA PACKAGES OR MULTIPLE SAME-DAY APPOINTMENTS

Spa Packages or multiple same-day appointments (3 or more), will require a deposit of 50% at the time the package or services are booked.  The deposit is nonrefundable if appointments cancelled is less than 48 notice is given for the cancellation and can be paid by Visa or MasterCard.  Multiple same-day appointments or spa packages require 48 hours to reschedule or cancel.

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SERVICE DEPOSIT REFUND 

On services or treatments that require a deposit, which is clearly noted in the description of the service, the deposit is nonrefundable if the appointment is cancelled within 24 hours of the confirmed appointment time. 

 

SERIES & TREATMENT PACKAGES 

Series & Treatment packages cannot be combined with any other discount or special.  

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LUNCHES 

Lunches are provided for Packages complimentary. If you would like a lunch during your visit please let us know during check in.

 

GROUP PARTIES 

Group parties (3 or more people) require a 50% non-refundable fee per person. Multiple same-day appointments, packages, and group parties require 48 hours to reschedule or cancel. 

 

FIVE SENSES GIFT CARDS & GIFT CERTIFICATES

At the Five Senses Spa & Wellness Centre, we always validate our gift cards for the original purchase price.  Our gift cards never expire, but prices and packages are subject to change.  In the event of a price change or change of packages available, the redemption of a gift card will be at the original purchase amount.  Any increase will be due at the time the gift card is redeemed.  Gift cards are always accepted at face value.  Gift cards are non-refundable and have no cash value.  Gift cards may be used towards any treatment, service, gratuity or product at Five Senses Spa & Wellness Centre except for Chiropractic and Physiotherapy services, and purchasing of other gift cards.  If used for a Registered Massage, a medical receipt will not be issued.  Lost or stolen gift cards will not be replaced, they should be treated as cash.

 

WAYSPA GIFT CARDS

Please note that WAYSPA gift cards can be redeemed for regular priced SPA treatments only, not redeemable on any other services, specials, promotions or package priced services.   When using WAYSPA gift cards, the full face value of the card is redeemed at one time, there is no carryover of funds with WAYSPA cards.  We can issue a Five Senses gift card for any remaining value, but a 20% service fee will be subtracted from the remaining value. WAYSPA Gift Cards cannot be redeemed for medi-spa services, massage, chiropractor, or physio​therapy.

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REFUND POLICY

All gift cards, gift certificates, products, series, and service purchases are non-refundable. We do not allow the third party sale of our gift cards. Any gift card being sold by any person or business that is not Five Senses Spa & Wellness Centre will be void. All funds are in Canadian dollars. Payment Methods: VISA, MasterCard, ApplePay, Android Pay, Debit, and Cash.

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GRATUITY

Gratuities are customary and always appreciated. We are honored and always appreciate any gratuity. for those who are unaware, gratuities are usually 15% - 25% of your total. If you choose to leave an additional amount for an outstanding experience, please feel free to do so.

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IMPROPER BEHAVIOUR

At Five Senses, we pride ourselves on being a professional and safe place for clients and staff. To ensure the well-being and safety of our guests and staff, we have implemented the following Inappropriate Behavior Policy. We kindly request that all clients adhere to these guidelines during their visit to our spa.

 

Unethical Solicitations: Any form of sexual or unethical solicitations, unwanted physical contact, advances, or inappropriate remarks towards staff or other clients are not tolerated and will result in immediate termination of your service and could be reported to authorities. This is a Zero Tolerance policy. Soliciting staff members to perform services outside Five Senses is prohibited.

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Respectful Conduct: Clients must maintain respectful behavior towards all spa staff members and other clients. Harassment, discrimination, or any form of verbal or physical abuse will not be tolerated.

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Confidentiality and Privacy: All client information and discussions should be treated with utmost confidentiality. Sharing personal details or engaging in gossip about other clients or staff members is not allowed.

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REFUSAL OF SERVICE

At Five Senses we love being able to provide amazing services to clients. In the unfortunate event that providing with the service would be detrimental to your health your technician will let you know we won't be able to continue to service. Ie: Medications, health conditions, impaired

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We reserve the right to refuse treatment on a client being aggressive or inappropriate with staff

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AGE REQUIREMENT

Any client under the age of 18 must have a parent in the room for massage, body treatments and Brazilian waxes

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INSURANCE BILLING

All clients are responsible for submitting insurance claims.  We may require government photo identification to confirm patient identity.  Receipts are issued in the client's name who received the treatment.

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We thank you in advance for your understanding and look forward to providing you with the Health Care Services you need! 

 

• Clients will pay Five Senses the full amount for their Health Care Services at the end of their appointment(s) – We accept cash, debit, VISA, MasterCard, ApplePay, or Android Pay.

• Five Senses is not responsible for prescriptions, doctor's notes, or any other insurance company requirement, that is solely for you the insured to deal with.

• Insurance receipts will be issued and sent via email to clients upon receipt of payment at the time of service. 

• All clients are responsible for submitting insurance claims.  

• Payment will be received by the client in the amount that is outlined by their insurance provider (100%, 80%, a specific amount, etc.). 

• If a second insurance receipt is required by the client a $10 fee will be charged per receipt.

 

All clients will need to be prepared to pay for each service at the time of their visit.  Five Senses Spa & Wellness Centre will no longer be receiving any direct payments from your Insurance Provider

 

PRIVACY POLICY

What information do we collect?

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We collect information from you when you register on the site, place an order, enter a contest or sweepstakes, respond to a survey or communication such as e-mail, visit the Five Senses Spa & Wellness Centre, or participate in another site feature.  When ordering or registering, we may ask you for your name, e-mail address, mailing address, phone number, credit card information or other information. You may, however, visit our site anonymously.

Like many websites, we use cookies to enhance your experience and gather information about visitors and visits to our websites. Please refer to the do we use cookies section below for information about cookies and how we use them.

 

How do we use your information?

We may use the information we collect from you when you register, purchase products, enter a contest or promotion, respond to a survey or marketing communication, surf the website, or use certain other site features in the following ways:

 

• To personalize your site experience and to allow us to deliver the type of content and product offerings in which you are most interested.

• To allow us to better service you in responding to your customer service requests. To quickly process your transactions.

• To administer a contest, promotion, survey or other site feature.

• If you have opted-in to receive our e-mail newsletter we may send you periodic e-mails.

• If you are only visiting the site and have not opted-in to receive e-mail newsletters, you will not receive these e-mails.

 

How do we protect visitor information?

We implement a variety of security measures to maintain the safety of your personal information. Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential. When you place orders or access your personal information, we offer the use of a secure server. All sensitive/credit information you supply is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our databases to be only accessed as stated above.

 

Do we disclose the information we collect to outside parties?

We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information unless we provide you with advance notice, except as described below. It does not include website hosting partners and other parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect our or others’ rights, property, or safety.

 

How can you opt-out, remove or modify the information you have provided to us?

To modify your e-mail subscriptions, you can find a unsubscribe link at the bottom of each email. Please note that due to email production schedules you may receive any emails already in production. Please note that we may maintain information about an individual sales transaction in order to service that transaction and for record-keeping.

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