ZELLIFY SPA — POLICIES & PROCEDURES

A calm, respectful, and professional environment for your well-being.

1. Arrival to Your Session

Please arrive 5 minutes before your scheduled appointment time
(10–15 minutes early if you’d like to enjoy our tea room).

Arriving early allows for:

• A calm check-in
• Time to discuss preferences
• A full, unhurried session

If you arrive late, your session may be shortened so we can remain on schedule.

Before your session, please:
• Arrive freshly showered and scent-free
• Avoid smoking for at least 10 minutes
• Let your therapist know any concerns or focus areas

2. Booking & Payment

A credit card is required to hold:
• All online bookings
• All first-time appointments

Your card is not charged unless a cancellation fee applies.
You may pay with any method after your service.

Day-of changes may incur a fee due to limited availability.

3. Cancellation & No-Show Policy

We have a 24-hour cancellation policy for all appointments.

Cancellation Fees:
• Within 24 hours → 25% of service price
• Within 2 hours → 50% of service price
• No-Call / No-Show → 100% of service price

Same-Day Appointments:
Bookings made within 24 hours are final; the full fee applies if missed.

Repeat Late Cancellations:
Two or more late cancellations may require pre-payment for future visits.

Voucher Appointments

If you book using a voucher or promotional series:
• Cancellation fees still apply
• The voucher session will not be redeemed, but
• The full cost of the session may be charged to the card on file

This ensures fairness to both therapists and clients.

4. Late Arrival Policy

Appointments may be canceled after 15 minutes and charged according to the cancellation policy.

While we cannot extend your session into the next client’s time, a partial appointment may be offered if our schedule allows.

Accommodation is not guaranteed.

5. Gift Card Terms

Gift cards are a thoughtful way to share healing and care.

Please note:
• Gift cards may be used toward any service at Zellify Spa
• Remaining balances cannot be refunded or redeemed for cash
• Purchases exceeding the balance require an alternate payment method
• Gift cards cannot be used to purchase other gift cards
• Lost or stolen cards cannot be replaced without proof of purchase

Gift cards are non-refundable and have no cash value.

6. Wellness Voucher Terms (5-Session Series)

Our wellness vouchers are designed for guests who want consistent care and deeper healing over time.

Each 5-Session Series includes:

• Five (5) prepaid sessions for the selected service type
• One complimentary bonus session (6th session is free)
• One complimentary treat of your choice: yogurt, passion fruit juice, or hot tea

Please inform us of your treat selection 24 hours before your appointment.
If not received, we will prepare a treat based on shop availability.

Voucher Policies:

• Vouchers are non-refundable and have no cash value
• Vouchers must be redeemed in person
• Sessions may be used only for the service type purchased
• Missed or late-cancelled voucher appointments follow our cancellation policy
• Lost or stolen vouchers cannot be replaced
• Bonus sessions are non-transferable and may carry an expiry

7. Scope of Practice

Our therapists are licensed professionals who follow CAMTC standards.

Massage therapy:
• Supports relaxation and well-being
• Does not diagnose or treat medical conditions
• Does not replace medical care or prescriptions

Please inform your therapist of injuries, surgeries, or medical conditions.

8. Sickness Policy

To protect everyone, please reschedule if you have:
• Fever
• Vomiting or diarrhea
• Cold or flu symptoms
• Any contagious condition

If you become ill within 24 hours:

Cancellation fees may apply, but we may credit the fee to your rescheduled service.

Our therapists will also reschedule if they are unwell.

9. Sexual Misconduct Policy (Zero Tolerance)

Any inappropriate behavior results in:
• Immediate termination of the session
• Full payment due
• Possible reporting to authorities
• Permanent refusal of service

This policy is firm and non-negotiable.

10. Respect for Client Comfort & Boundaries

You are always in control of your session.

• Wear as much clothing as you prefer
• Request changes at any time
• End the session if needed
• Treatment rooms are never locked

You will always be properly draped, and only the area worked on will be uncovered.

Emotional responses are natural — privacy is always respected.

11. Professional Boundaries

• Breast and genital areas are never massaged
• Glute, hip, or low-back work requires your consent
• No sexual discussion or interaction

If a therapist feels unsafe, the session ends immediately and full payment is due.

12. Clients Under 17

• A parent/guardian must sign the intake form
• Clients under 16 must have a guardian present
• The guardian must book the appointments for minors after the first visit

13. Confidentiality

Your privacy matters:

• All conversations are confidential
• You may talk as little or as much as you prefer
• We avoid political or sensitive topics unless initiated by you

14. Medical Conditions & Health Disclosure

Please inform us about:

• Medical treatments or medications
• Injuries or surgeries
• Heart issues, high blood pressure, pregnancy
• Any new symptoms

This helps us provide the safest, most effective care.

15. SMS Appointment Alerts

Booking with us may include SMS updates for:

• Confirmations
• Reminders
• Gift card notices
• Changes to your booking

Message/data rates may apply.

Reply STOP to opt out, HELP for assistance, or call (949) 218-2767.

Full details are in our Terms of Service and Privacy Policy.