Client Policies | Soul Serenity Spa LLC
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Client Policies & Terms

At Soul Serenity Spa LLC, we value your time and strive to provide the best experience possible for every client. 

Our policies have always been in place to help protect our clients, our team, and the quality of our services. They help us run on time, provide consistent care, and ensure the best possible experience for everyone. 

By booking an appointment or purchasing any service or gift card, you agree to the terms outlined below.

- The Soul Serenity Spa Team

Cancellation Policy

Appointments are reserved specifically for each client. Soul Serenity Spa requires a minimum of 24 hours’ notice to cancel or reschedule an appointment. Cancellations made with less than 24 hours’ notice will result in a charge of 50% of the scheduled service(s) not performed. Exceptions for true emergencies may be made at the discretion of the nail technicians and massage therapists. If a late cancellation fee is assessed, the balance must be paid prior to scheduling a future appointment. Payment may be made in person, by phone, or via invoice. Until the balance is paid, your online booking access will be disabled. This policy allows Soul Serenity Spa to continue offering online booking without requiring a credit card while protecting the time and income of our service providers. All no-shows will be recorded in the client's file. By booking an appointment, the client acknowledges and agrees to this cancellation policy. 

Gift Card Terms & Conditions

Soul Serenity Spa gift cards (both physical and electronic) may be used toward any service at Soul Serenity Spa LLC - 22 Hope Plaza, West Coxsackie NY 12192. Please present your physical gift card or a digital copy of your e-gift card (email or screenshot) at the time of service to ensure a smooth transaction. The gift card number is required for redemption. If you are purchasing an e-gift card as a gift for someone else, please verify that the recipient's email address or phone number is entered correctly. Soul Serenity Spa LLC is not responsible for e-gift cards sent to an incorrect email or phone number. Gift Cards hold the full value purchased and do not expire. Lost, stolen, damaged, or unauthorized use of gift cards cannot be replaced or refunded. Soul Serenity Spa LLC is not responsible for gift cards that are lost, stolen, or used without permission. Gift Cards are non-refundable and cannot be redeemed for cash, except where required by law. 

Massage Terms & Conditions

Massage therapy at Soul Serenity Spa LLC is provided for relaxation, stress reduction, relief of muscular tension or discomfort, and to promote circulation and overall well-being. Massage therapy is not a substitute for medical care. Our practitioner does not diagnose conditions, prescribe medications, or perform medical or chiropractic procedures. Clients with medical concerns should consult a licensed healthcare provider. For the safety and comfort of both clients and staff, Soul Serenity Spa LLC reserves the right to refuse or discontinue service if a session is determined to be unsafe, inappropriate, or outside the therapist's scope of practice. Massage involves close physical contact. By booking a massage appointment, you acknowledge and accept the inherent risks associated with in-person bodywork and agree to receive services at your own discretion. By scheduling a massage with Soul Serenity Spa LLC, you agree to these terms and conditions. Additional health disclosures and consent will be completed in person prior to your first session.

Late Arrival Policy

Appointments are reserved specifically for each client. Please arrive on time to ensure you receive the full length of your service. We will hold your appointment for 15 minutes past the scheduled start time. After 15 minutes, the appointment will be considered a no-call, no-show, and the cancellation policy will apply. Late arrivals may result in shortened service time or rescheduling, depending on availability, to avoid impacting the next scheduled client.  

Right to Refuse Service (Nail & Waxing)

Soul Serenity Spa LLC reserves the right to refuse or discontinue nail and waxing services for health, safety, or behavioral reasons. Our nail technicians may decline or stop a service if a condition, behavior or situation is determined to be unsafe, unsanitary, or outside the scope of professional practice. This includes, but not limited to: 

  • Open cuts, wounds, or bleeding in the service area 

  • Visible infections, rashes, or contagious skin or nail conditions 

  • Fungal, bacterial, or viral nail conditions requiring medical treatment 

  • Allergic reactions, irritation, or broken skin from prior service. 

  • Unsanitary conditions that prevent safe service 

  • Aggressive, abusive, or inappropriate behavior

  • Requests that exceed professional or legal service limits 

If service is refused, the client may be referred to a medical professional when appropriate.​

Our priority is the health, safety, and comfort of our clients and staff.

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Payment, Refunds & Service Adjustments

Soul Serenity Spa LLC does not require deposits at this time. Payment is due at time of service. We accept the following forms of payment:

  • Cash 

  • Credit / Debit Cards

  • Apple Pay / Google Pay

  • Checks 

Prices are subject to change without notice. All services must be paid in full before leaving the spa. ​Your satisfaction is important to us. While we do not typically offer refunds, we are happy to provide service adjustments or redo's if you are not satisfied with your service. 

If there is an issue, please notify us within 24 hours of your appointment so we can schedule a correction. 

Refunds or store credit may be considered in rare situations where a service cannot reasonably be corrected. These are handled on a case-by-case basis at management's discretion. 

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