Spa Etiquette & Policies
At The Upper Hand Day Spa we value each and every one of our clients and consider it a privilege to take care of your health and beauty needs. We know there are many places you can choose to go to for the services we offer, therefore we continually strive for excellence in our field of work so that you will feel confident in your choice to patronize our spa.
The following information is designed to help ensure that your time spent with us is fantastic and that you will want to return again and again. Your suggestions and comments are always welcome.
By using The Upper Hand Day Spa services, you agree to follow these Spa Policies and Etiquette Guide. Violation of these Spa Policies and Regulations may result in removal from this Spa facility and/or suspension or cancellation of your membership without refund. As used herein, “we” means "The Upper Hand Day Spa".
We reserve the right to modify or change our Spa Policies and Etiquette guide as needed, without prior notice.
Guests should arrive 15 minutes prior to their scheduled service time. This allows time for you to fill out and/or review your client record card, freshen up a bit, begin to relax and ensure that your session starts promptly. New guests will be required to show a valid, government-issued photo ID to the front desk staff upon checking-in. We want our guests to relax and enjoy their time here and in order to achieve that, it is very important that all service visits start and end at their appointed times. We regret that late arrivals will not receive an extension of the scheduled service time & will be responsible for full service fees, if another guests appointment is impacted. All massage and facial sessions include time before the hands-on portion begins to allow for consultation and un-dressing.
RESERVATIONS - CANCELLATION POLICY & PAYMENTS
We work by appointment only and recommend reservations be made as far in advance as possible, to ensure availability of a therapist. Same day scheduling is always welcome and subject to availability. A valid credit card or debit card and phone number is required at the time your reservation is made, as part of your private profile history. We suggest making reservations, for parties of three or more, at least a week in advance, to ensure best availability. A 50% deposit is required for group events, parties and spa packages. Deposits are non-refundable. Online bookings will require payment in full.
Spa Memberships are on a Month-to-Month Auto-pay. Non-members, when calling in to book an appointment, will be asked to secure their appointments with a 50% deposit. We request a 24 hour notice for individual appointment cancellations & 48 hours notice for packages and for groups of 3 or more. If a cancellation or rescheduling occurs within the requested time frame, any monies, including deposits, will remain on a guests account for future bookings.
It is very important that you call in advance if you need to change or cancel your appointment. Any cancellations made in less than the requested time is subject to a late cancellation fee of 50% of the published price of each service. No shows will be charged 100% of the published price of each service. If a service is part of a prepaid package, Spa Membership or gift certificate, the session will be forfeited. This is to compensate the service provider and Spa, for the lost appointment that could have been rescheduled, if policy were followed by the scheduled guest.
Please Be Aware: Deposits are non-refundable. Prepaid services are non-refundable. All cancellations and no show charges are at the final discretion of spa management.
Giving your credit card number when you book your appointment is confirmation that you understand and agree to our policies.
GIFT CERTIFICATES & PREPAID SERVICES
Gift Certificates are available for any amount or for specific service(s). They are available for purchase at the spa or through our online portal. Gift Certificates and service's are non-refundable, cannot be redeemed for cash and expire 1 year from date of purchase. Our Gift Certificates can be redeemed for services, products and gratuities.
We also accept valid Spa Week and Spafinder Gift Cards. We encourage the purchase of Upper Hand Gift Certificates, as they can be used on any spa service, package, retail product or gratuities. Spa Week and Spafinder Gift Cards must be validated by their respective companies and incur fees on our end, for accepting them. Because of this, we reserve the right to limit their redemption, towards full price services only. They are not available for redemption towards purchase of product, gratuities or discounted service specials. They cannot be combined with any other gift, discount or promotion.
NICOTINE, MARIJUANA, ALCOHOLIC BEVERAGES, OR ILLEGAL DRUG CONSUMPTION
In the interest of providing a safe, legal, and healthy environment for all guests and team members, the use of tobacco and/or other nicotine products, including but not limited to smokeless tobacco or e-cigarettes, is not permitted on Spa premises. Marijuana consumption in any form, as well as alcohol consumption, is also prohibited on Spa premises.
If anyone is believed to be under the influence of alcohol, marijuana or any other drugs, upon arrival of their appointment, the Spa and its team members, reserve the right to deny or discontinue service and/or remove said person from the Spa, and with expectation of full payment for services.
So that everyone, including yourself, may fully enjoy a tranquil and relaxing experience while at the spa, we request that all electronic devices be turned off or on silent, before entering the spa. This request is made for all guests, including those receiving nail services.
We love children. We even have some of our own, but because this is a place for adults to escape the stress of the day and in some cases, their own little ones for a while, please make arrangements prior to arriving for your children. We provide services for children ages 13 and above and need written consent from a parent to receive a treatment up until age 18.
Minors between the ages of 13 and 18 must have a parent or guardian in the service room throughout the entirety of the minor’s session, and this parent/guardian must fill out the Spa paperwork for the minor in the presence of a Spa Team Member. The minor will be booked with a service provider of the same gender the minor identifies with unless the parent/guardian specifically requests otherwise.
All of our therapists work to carryout their services in the utmost professional manner and strive to ensure that every guest receives an exceptional experience. We love when guests request a favorite therapist, so we strongly advise that you book in advance. We have both male & female therapists on staff. Unless you make us aware of any objection at the time of booking, the next available, qualified, therapist will be assigned to your treatment. Please be sure to let us know at the time of booking.
Our Spa Team members treat all guests with dignity and respect. We do not discriminate based on race, color, religion, sex, gender identity, pregnancy, national origin, disability, political affiliation, marital status, membership type, age, sexual orientation, etc.
Our therapists are trained in the "art of draping". After the therapist does their consult with you, they leave the treatment room while you get undressed to your comfort level and get under the sheet on the table. You are kept covered at all times, except for the area of the body they are working on, and will leave the room at the end of the session, before you get up from the table.
Your treatment, your time, is yours, and we want you to thoroughly enjoy your experience. Please be sure to communicate preferences to your therapist - the amount of pressure, room temperature, whether you prefer silence during your session or light conversation. Please, let your therapist know immediately if you are uncomfortable, for any reason. Our goal is for your experience to be positive. Corrections can only be made if we are aware of a problem at the time of the service. If you don't tell your therapist, they won't know.
We work to create a tranquil, peaceful environment which includes, music and sound-absorbent walls to block outside noise and interference as much as possible. We ask that you please be mindful of others enjoying their treatments and try to keep conversations to a low volume.
Many guests at the time of check out ask about leaving gratuity. Gratuities are discretionary. If you feel your therapist did a great job, please feel free to show your appreciation. Calculate the amount of your tip the same as you would at a restaurant - between 15-20%, but of course, you may choose more or less, depending on the quality of the service. You may leave gratuity at the front desk at check out and we will be sure to put it in the therapist's private file. A service charge of 18% will be added to group/party bookings.
Please be sure to alert our staff of any health condition you may have or medication your are taking at the time of booking, as some treatments may be contraindicated. We will recommend a suitable alternate service.
We recommend wearing loose comfortable clothes when visiting the spa. It makes it easy to undress for massage and body treatments, etc. We also encourage our guests to be properly hydrated, especially when receiving any kind of heat therapy or infrared sauna session, and drink plenty of water after your visit as well, to continue to flush the body of toxins.
Refunds are not available for services rendered. Management reserves the right to offer to correct a service, to meet a customers satisfaction. All product sales are final. Exchanges may be made within 14 days of purchase; provided, product is in original packaging and has not been used. Questions should be directed to one of our team members.
A FINAL NOTE
As with all things in life, change occurs. We strive to keep our pricing for services affordable & remain competitive in the surrounding market. We continually review our pricing structure, taking into account a number of factors including, but not limited to: the increased cost of manufacturer's products; the competitive landscape; insurance's and overall operations. The Upper Hand Day Spa implements price changes on select services and products, as needed.
At The Upper Hand Day Spa, our goal has always been to provide quality services using the finest ingredients on your skin and nails. We believe our pricing structure offers guests exceptional services/products at prices that represent an excellent value.
We are about "Innovative Services for Total Well-Being" and will continue to add new services and products to the menu, allowing you, the guest, to customize and enhance your spa experience.
Spa Membership options are available for guests, and are an excellent choice for anyone, who wants to make massage, and any of our other spa offerings, part of a healthy and relaxing lifestyle.
Be sure to sign up for our email newsletters and promotions to stay informed of weekly/monthly deals, Holiday packages, product sales and more. Follow us on Facebook & Instagram. Remember, Loyalty has it's rewards!
We offer a discount incentive to all Military, Law Enforcement, Teachers, EMT's and Firefighter's on select days of the week.
Thank you for making The Upper Hand Day Spa your 1st choice!