Lux Massage & Spa – Spa Policies & Guidelines

 

At Lux Massage & Spa, we are committed to providing a relaxing, high-quality experience for every guest. To ensure smooth scheduling and the best service possible, please review our policies below.

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1) Booking & Contact Information

To reserve an appointment, we require:

    •    Full Name

    •    Phone Number

    •    Email Address

 

A valid credit card is required to secure all appointments. Your card will not be charged until your service is completed, unless you cancel late or fail to show up.

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2) Online Booking Notice

To complete your online booking, you must create an account and enter a valid credit card to hold your appointment.

If you book by phone, a credit card is still required to secure your reservation.

Your card will not be charged until you arrive, unless you cancel late or no-show.

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3) Cancellation & No-Show Policy

 

We kindly ask all clients to respect our time and availability.

    •    Cancellations must be made at least 24 hours before your scheduled appointment time

    •    Same-day cancellation: 50% of the scheduled service price will be charged

    •    No-show / failure to notify: 100% of the scheduled service price will be charged

• Please do not cancel within 24 hours of your appointment.

 

Guest Booking Notice:

If you book an appointment for a family member or friend, the original booking person is responsible for any late cancellation or no-show charges.

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4) Prepaid Appointment Refund Policy

If you have already paid in full, you must contact our spa at least 48 hours prior to your appointment time to qualify for a refund.

 

This policy applies to all situations without exception, including illness or personal emergencies.

 

Refund Details

    •    Refunds are not issued for the full booking amount

    •    Refunds are subject to credit card processing fees

    •    A 10% service/processing fee will be deducted from the refunded amount

 

Store Credit Option (Recommended)

You may choose to keep your payment as store credit instead of a refund:

    •    The 10% processing fee will be waived

    •    Credit is valid for 1 year from the original appointment date

 

Refunds are processed within 5–7 business days (excluding weekends) after confirmation.

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5) Late Arrival Policy

We understand delays happen. Please call or email us if you are running late.

    •    Arriving late may result in a shortened service time to respect the next scheduled guest

    •    If you arrive 15 minutes or more late, your appointment may be cancelled and may be subject to a cancellation fee

 

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6) Service Adjustments & Satisfaction

Your comfort is our priority. If you need any adjustments during your service (pressure, temperature, focus areas, etc.), please let your therapist know right away so we can make it perfect for you.

 

Please note: once a service has started or has been completed, refunds are not guaranteed. However, we will always do our best to address concerns professionally and fairly.

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7) Packages & Gift Cards

    •    Package Clients: Same-day rescheduling is allowed up to two (2) times. If you reschedule more than two times on the same day, one (1) package session will be deducted immediately.

    •    Gift Cards: Non-refundable, and the credit remains available for future use.

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8) Quiet & Relaxing Environment

To maintain a peaceful spa atmosphere:

    •    Please keep your phone on silent during your service

    •    If you need to take a call, your session time will continue as scheduled

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9) Health & Safety Notice

For your safety, please inform us prior to your appointment if you have any medical conditions, allergies, injuries, recent surgeries, or if you are pregnant. Certain services may not be recommended depending on your health history.

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10) Right to Refuse Service

Lux Massage & Spa reserves the right to refuse service to anyone who is disrespectful, inappropriate, intoxicated, or violates our policies, in order to protect the comfort and safety of our staff and guests.

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11) First-Time Clients

If this is your first visit, please arrive 5–10 minutes early to complete our new client intake form before your service. Thank you!

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12) Groupon Policy

Groupon vouchers are valid for one person / one visit only.

Additional vouchers are not accepted. Please contact Groupon directly for refunds.

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Contact

Lux Massage & Spa

📞 703-570-4999