Booking Policy

To ensure your appointment is reserved for you, a credit card is required for all bookings - online, by phone, or by email. If booking online, please call us to provide your card information. For phone or email bookings, have your card ready when scheduling.

Please note: appointments are not guaranteed without a credit card on file, even if you receive a booking confirmation. Unsecured spots may be offered to other guests.

All bookings must be made directly through The Spa at Ambleside via our official booking channels (phone, website, or in-person at the spa).

Please note that appointments requested directly through individual therapists are not guaranteed and may not be honored. This policy ensures consistency in scheduling, quality control, and the best possible experience for all our guests.

A 50% non-refundable deposit is required for bookings for 3 or more services or group bookings of 3 or more people.. Deposits for bookings are considered part of the payment for the services rendered and as such, will not be refunded on the day of the service to accommodate alternate payment methods.

A booking confirmation sent via email or text once you are booked. If you haven’t received a confirmation, please give us a call to confirm your booking.

Cancellation / Modification Policy

Your spa treatments are reserved especially for you. To secure your booking, a valid credit card is required at the time of reservation.

As a courtesy to our therapists and other guests, we require a minimum of 24 hours’ notice for any single appointment cancellation or modification. Packages and group bookings require a minimum of 72 hours’ notice.

Cancellations or changes made within these notice periods will be subject to a 50% fee. Appointments cancelled within 2 hours of the scheduled time, or missed entirely, will be considered a no-show and charged the full treatment fee.

Guests who do not show for their appointment will be required to prepay for future bookings.

Refund Policy

All gift cards, gift certificates, treatment purchases and deposits are non-refundable. Gift cards and gift certificates cannot be redeemed for cash.

We will accept returns on products that have not been opened, used or damaged and purchased within 30 days. A 3% fee will be deducted from the total refund amount to cover non-refundable point-of-sale fees.

While we ensure that we are recommending products that are suitable for an individual’s skin type, we understand that every skin reacts differently to different products. We will accept returns for products we have suggested for you to use and purchased within 14 days. We require photos of your skin’s reaction to the product to be considered for return. A 4% fee will be deducted from the total refund amount to cover non-refundable point-of-sale fees.

Gift Cards / Gift Certificates

We require the physical gift card and/or the full gift card/gift certificate number upon redemption. Gift Cards/Gift Certificates are non-refundable.

Please treat gift cards like cash. Lost, stolen, or damaged cards will not be replaced or refunded.

Harassment Policy

All our guests are treated with respect and professionalism and we expect the same in return for all our staff.

To maintain a safe and welcoming place for all our staff and guests, professional and appropriate behaviour is required at all times. We have a zero-tolerance policy for all forms of harassment, abusive and/or inappropriate behaviour/ language, violence, intimidation, damaging property, disrespectful language or conduct, discriminatory remarks, threats and/or bullying. This includes conduct in person, by phone, and/or in writing.

We reserve the right to refuse, remove and/or ban anyone that display any of these acts.

No Large Bags Policy

To maintain a safe, and comfortable environment for all guests, we do not allow duffel bags, gym bags, backpacks, or other large bags inside the spa.

Guests are kindly asked to leave large bags in their vehicles prior to entering the spa. If needed, you may check your bag at the front desk; however, please note that we are not responsible for the security of items left at the front desk, and storage is offered as a courtesy only.

This policy helps us:

Minimize congestion in locker areas
Promote a secure and discreet experience for all guests

Small personal items may be brought in and stored in our complimentary lockers.

Promotional Bookings

All seasonal packages are time-limited and are only valid for booking within the advertised promotional period.

Discounts applied on seasonal packages cannot be combined with other packages or promotions.

Late Arrival

Late arrival will result in reduced treatment time to ensure all other following appointments remain uninterrupted. The full treatment fee will be applied.

Valuables

We provide lockers with electronic locks in the change rooms. However, we discourage bringing valuables into the spa. We do not accept responsibility for any loss or damage to your valuables.

Minors

Guests age 13 and under MUST ALWAYS be accompanied by a parent/legal guardian during a service.

Guests under age 18 can only receive services with a written parental/legal guardian consent.

Due to safety considerations and as a courtesy to all guests in the spa, children who are not getting any treatments are NOT permitted in the spa.

Miscellaneous

The entire spa is a non-smoking and non-vaping facility.

Spa Policies