POLICIES

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Due to the personalized nature of our services:

• All session fees are non-refundable once the service has been provided
• Memberships are non-refundable but may not be transferred to another guest

We honor your time, we ask the same in return.

• Cancellations must be made AT LEAST 24 hours in advance.
• Customers who cancel less than a 24 hours' notice or are a no-show, will forfeit the $30 security deposit and will be charged HALF of the remaining balance of the full session booked.

Life happens, we get it. One-time exceptions may be offered for emergencies at the discretion of The Scratch Spa.

The Scratch Spa may cancel any appointment if they feel the client is a threat or may cause harm. No refund will be issued.

The Scratch Spa may cancel or reschedule the appointment if there is a concern of an illness or if there is a lack of hygiene from the client. If the client decides to cancel & not reschedule, a refund will not be issued.

For 30-minute sessions, guests arriving up to 5 minutes will have their session shortened out of respect for the next guest.  Arrival after 5 minutes, the session will be cancelled, the $30 security deposit will be forfeited and the remaining balance will be charged. 

For 60 and 90-minute sessions, guests arriving up to 15-minutes late will have their session shortened out of respect for the next guest. Arrival after 15-minutes, the session will be cancelled, the $30 security deposit will be forfeited and the remaining balance will be charged. 

Please communicate with us. We understand life happens.

You may reschedule your appointment online or by contacting us directly at least 24 hours in advance.

Clients can only use one promotion at a time and may not combine promotions.