This page summarizes how cancellations, no-shows, and late arrivals are handled at Serenity Spa & Facials. The full, binding policy is in our Terms & Conditions (effective 07/20/2025). Anything below is a plain-language summary — the Terms govern in case of any conflict.
Appointment confirmation
All appointments require confirmation. You’ll receive a reminder call or message 24–48 hours before your scheduled appointment. Please confirm at that time.
Late arrivals & check-in
Per our Terms, clients are required to arrive 15 minutes prior to their scheduled appointment time to ensure proper check-in and preparation.
- If you are not physically present at least 5 minutes before your appointment time, the appointment is automatically rescheduled and marked as a late cancellation.
- If you arrive within the 5-minute window, we’ll do our best to accommodate you.
- If you are more than 15 minutes late, your service may need to be shortened or canceled to avoid impacting other clients. In such cases, you remain responsible for the full cost of the service.
Promotional appointments
Promotional offers are provided as a one-time courtesy, limited to one per client. Because of their exclusive nature:
- All promotional treatments are 100% non-refundable.
- A one-time complimentary reschedule is allowed only if requested at least 48 hours prior to the scheduled appointment.
- No-shows result in forfeiture of the promotional appointment with no refund and no reschedule.
A “no-show” is defined as failure to attend the scheduled appointment on the appointment date without prior cancellation. By booking a promotional service, you acknowledge and agree to this policy.
Exceptions
We understand that emergencies and unavoidable delays happen. Any exception to this policy must be communicated to management directly and as early as possible. Exceptions are granted on a case-by-case basis and are not guaranteed.
How fees are charged
Fees from late cancellations or no-shows are charged to the credit card on file or invoiced directly. Payment is expected within 72 hours of receiving the invoice.
How to reach us
- Phone: 1-800-791-7905
- Email: book@serenityspausa.com
- Support: Support@serenityesthetics.zendesk.com
- Hours: Sunday–Friday 10AM–6PM (closed Saturday)
Disputed charges
If you have a billing concern, the fastest resolution is almost always direct contact. We typically resolve concerns within one business day. You retain every right to use any consumer-protection channel available to you, including your card issuer or the Better Business Bureau, but direct contact with us is the fastest path to a fair outcome.
Changes to this policy
Per our Terms, we reserve the right to update this policy. Any changes will be communicated through our website or direct communication.
Read the official policy: Terms & Conditions
