Cancellation & Spa Policy

Cancellation & Spa Policy for Our Guests

At Renata Well Spa, we take the time to prepare for your scheduled appointment before your arrival.  We are committed to providing you all with exceptional service.  When a Guest cancels without giving 24-hours notice, they prevent another Guest from being seen.

Daily Appointments:

Please Call 904-770-5021 for All Cancellations or Changes (no emails or texts are accepted.) There is a 24-hour Answering Machine ready for you.   All appointments require a credit card to “hold”.  This is not a pre-payment for a service. 

We require a 24-hours notice of any changes or cancellations.  When the 24-hour notification is not given, you will be charged the full amount of your scheduled service(s) for the missed appointment. If you do not show, you will be charged the full amount of your scheduled service(s).  We understand that life’s circumstances sometimes prevent you from keeping your appointments, such as a last minute illness.  To retain our amazing employees, we must protect their income from last minute changes or cancellations no matter the circumstance.  We offer 24-hour phone message service to our Guests and Members that need to cancel or change their appointment at (904) 770-5021. (no texts or emails are received.)

(Example:  Your appointment is at 1:00 pm, cancellation must be made by phone message/conversation before 1:00 pm the previous day.)

Beauty & Wellness Consultations are complimentary when the Spa 24-Hour Cancel or Change Policy is followed.  Late cancellations or changes or “no show’s” will be charged $35.00.

Guests that have pre-purchased packages that do not give the 24-hour cancel or change notice will be charged $100.00 in lieu of the full amount as a courtesy.  Please call 904-770-5021 (no texts or emails are received).  

Services & Treatment Policy:

While we make every effort to make our customers as happy as possible, all service sales and packages are final and non-transferrable.  We are a small business and unfortunately cannot offer refunds on any used or unused appointments/sessions/packages for individual services, service packages or service series.  All service packages expire one year from purchase date.    

Gift Cards/Certificates expire 2 years from purchase date.  Gift Cards/Certificates are redeemable at the spa check-out for spa services of facials, massages, and infrared sauna.  (Excludes Medical Spa Treatments, Physical Therapy, Retail Products, and Memberships.)

 Infrared Sauna Appointments: 

Non-Members:  Same day cancellations and No-Shows will be charged the full amount of the reserved appointment. 

Members:  Your appointments guarantee your optimal use of the Infrared Sauna.  Please be courteous of others and keep your reserved time.  We will make every effort to have the temperature & room ready for you, however, we cannot always achieve this ideal.  We provide 1 towel each visit, a wrap & fruit-infused water with each treatment session.  At this time, we will not charge a same-day cancellation fee for our Members only.  Please call if you know you cannot attend at 904-770-5021.  After 2 “no show’s”, members will be charged a $15.00 fee for each subsequent “no show”.    

VIP Spa Together Parties and Bridal Parties:

We work closely with you to ensure that your event is fabulous, fun and fully customized to YOU! 

All reservations require a valid credit card to hold and the card holder will be responsible for the full value of the reserved party should the Cancellation Policy not be followed.  To schedule the date of the event, 50% of the reservation is required to book the party (Deposit is non-refundable).  The remaining 50% must be paid in full 7 business days prior to the event with standard gratuity of 20% added.  Once remaining balance is paid, the total amount is non-refundable.   Please cancel  by calling 904-770-5021 to speak with the Spa Coordinator during business hours (no emails or voicemails accepted for cancellations of parties).  Gratuity (20%) is added in both the VIP Spa Together Party and The Bridal Party packages.    

Spa Together Parties & Bridal Parties:  The spa will remain open to other Guests.  While we want your party to be full of fun, there are non-party Guests present, therefore, courtesy to other Guest’s experience is expected.  No children under 18 are allowed at Spa Together Parties for the safety of the Guests, staff, and business.  This is an adult-centered business that offers quiet and tranquility for our Guests.    

We are happy to arrange for any customized food or beverages for your events, therefore, no outside food/beverages will be allowed.  

 I understand that my credit card details will be saved and used in accordance with the cancellation and “no show” policy.

Please contact the Spa Coordinator with any questions at 904-770-5021. If you 2

**Cancellation & Spa policy is subject to change.**