Spa Policies

NEW – Provincial Lockdown *Updated June 25, 2021*

Valued Guests,

Unfortunately, we all know that as of 12:01am on Saturday, April 3rd, the province of Ontario went back into Lockdown. This included the closure of Personal Care Services, which are services provided by our Estheticians. We received the news that with the new Reopening Ontario plan, Personal Care Services will be allowed to resume in PHASE 2 of the Reopening Plan.

We learned on June 24th that Waterloo Region will NOT be entering Phase 2 with the rest of Ontario; we hope to enter Phase 2 in mid-July.

The Waters is still able to provide urgent care massage to our RMT guests during the Lockdown & Stay at Home Order, as our RMTs are designated Health Care Professionals. If you have a scheduled RMT appointment during the Lockdown, your appointment remains active.



Are there any new Safety Protocols that I should know about if I have an RMT Massage scheduled?

  • all RMT guests are to be pre-screened with a Public Health/CMTO approved questionnaire over the telephone prior to scheduled appointment at the spa
  • the doors to The Waters will remain locked; please knock to inform a team member that you have arrived, and we will assist you
  • all RMT guests are to complete an in-person screening questionnaire and mask compliance form upon entry into the spa
  • all RMT guests must have a mask on throughout their entire stay at The Waters, including during the massage. Masks must cover nose to chin
  • showers / changerooms are closed
  • beverage / food service unavailable

Upon reopening the spa in June, we have required all guests of The Waters to complete a Pre-Screening Questionnaire & Screening upon arrival. If a guest is scheduling an appointment more than 3 days after their initial booking, a Guest Service Coordinator will call and complete the Pre-Screening Questionnaire over the telephone during the appointment confirmation call.

Masks are required in-spa for all guests at all times, including treatment time.

Masks must be covering the face from nose to chin, and guests who remove their mask during treatment may result in the therapist ending treatment early.

We ask that all guests arrive alone so as to minimize the traffic within the spa. Guests will be asked to arrive 10-15 minutes prior to their appointment start time to complete our Sanitization Process and update health history forms. We ask that guests wear their own masks; if you do not have a mask, we will provide one for you.


Is proof of vaccination required upon booking/entry into The Waters?

No, we do NOT require that our Guests have proof of vaccination in order to book a treatment here at The Waters. Guests must adhere to our COVID-19 safety protocols in place, but this does not include stating whether or not a vaccine has been administered.

As the COVID-19 vaccination is a personal medical decision not yet required by the Ministry of Health, we will not be asking guests or staff members their vaccination status. Guests or staff members may choose to volunteer this information, but it is not required by The Waters Spa.

The Waters has been operating under strict sanitization and disinfection protocols since the beginning of the pandemic in March of 2020, and we continue to impose those strict cleaning policies to this day. We are proud to report that since the beginning of the pandemic, we have not had any spread of COVID-19 at The Waters, thanks in large part to our diligent pre-screening, screening, and cleaning rules.


We thank you for your patience and understanding as we navigate these challenging times. We hope to ease our restrictions as soon as possible, and we will inform our guests via Social Media / Website Updates as soon as we are able to reopen sections of the spa.



Reservations and Cancellations

PLEASE NOTE: with the COVID19 Pandemic, if you are feeling unwell or exhibiting any symptoms of COVID19, we ask that you do not come to your appointment, and reschedule your appointment only after you are feeling well or have received a negative COVID test. No charges will apply for cancellations related to COVID19. 

We hope you do not need to cancel, but if you must, we would appreciate notice as follows. Our Cancellation policy is 48 hours prior to treatment for individuals and 1 week for parties of 4 or more. At the time of booking, we will require a Credit Card number to hold your reservation. Should you need to cancel your appointments before the cancellation policy deadline, no payment will be required.

Should you book within the 48 hour Cancellation policy, we will still require a credit card to hold your appointment to ensure that our staff are protected for a “no show” appointment. (see below)

For all bookings, we are only able to reserve appointments 4 months in advance. If you have a large group booking of 6 or more and require more than 4 months advanced booking, please contact our Spa Director, Carly, at 519-888-7727.

For individuals:

If you cancel within 48 hours, a 25% charge will be redeemed. Should you cancel within 24 hours, a 50% charge will be redeemed.

A “no show” for an appointment will result in a non-refundable payment for the entire treatment.

For parties of 4 or more:

If you cancel within 1 week of your appointment, a 25% charge will be redeemed for each member of the group. Should you cancel within 48 hours, a 50% charge will be redeemed for each member of the group.

A “no show” for a group appointment will result in a non-refundable payment for the entire group’s treatments.

In fairness to all of our guests, there will be no exceptions to this policy.

 Spa Etiquette

Change Rooms

As the only spa in Kitchener-Waterloo to offer both Men’s and Women’s private change rooms, you will be able to begin and end your robed treatments in a zen-like oasis. Showers available in both change rooms, and an infrared sauna is available in the Women’s change room.*


Appreciated by our dedicated team, gratuities are payable by cash or by “cash back” using your debit card. It is customary to leave 15 to 20% of the service value.

Manicure & Pedicure Suite

Our Manicure & Pedicure Suite is proudly inclusive of all genders. If you would prefer a private treatment room, please request upon booking.

Robes & Footbaths

We have a robed policy for facials, massage and body treatments. Your experience will begin in the change room where you will don a plush robe. Next you’ll enjoy a complimentary ritual footbath, washing away the worries of the day and enabling the relaxation to begin even before your treatment ~ our gift to you.

Late Arrivals and Ultimate Relaxation

We suggest you arrive in plenty of time to change or choose a nail colour prior to your treatment. Please understand that your treatment will end on time so the next guest will not be inconvenienced. To enjoy ultimate relaxation, we ask that you do not use your Cell Phone while in the spa so as not to disturb guests around you.

Spa Purchases

Product and Service Purchases

Please note that prices on our website, in-store, and within our spa brochure do not include taxes. The Harmonized Sales Tax (HST-13%) will be added to the total of a guest’s services and products upon completion of their time at The Waters.

As of November 1, 2019, we will be increasing the prices on Esthetic services at The Waters. We appreciate your patronage.

Gift Certificates

Gift Certificates may be purchased for a dollar amount in any five dollar increment. Gift Certificates are worth the dollar value that was placed on them at the time of purchase; should you wish to suggest a spa service instead of stating the dollar value, please note that this is a recommendation only. Should your guest choose a different spa service, there may be a price adjustment accordingly, or should your guest redeem their gift card after a price increase, there may be a small amount owed by the guest for the suggested service. Price increases occur once per year.

All Gift Certificates issued from The Waters Spa will contain a Gift Certificate number or Barcode that will be redeemed once used by a guest. Gift Certificates are strictly non-refundable, but may be used toward any service or product in the spa. The Waters is not responsible for lost or stolen Gift Certificates.

Older Gift Certificates that indicate a service have been converted to a dollar amount as of July 1, 2010.
Please note that we DO NOT accept WaySpa Gift Certificates

Product Returns

Please understand that for sanitation reasons we are unable to offer returns on skin care, nail care or make-up products. We are unable to offer cash refunds on Gift Certificates, nor are Gift Certificates (or a portion thereof) eligible for use as a gratuity.


*Please note that any lost or stolen items from lockers or treatment rooms are not the responsibility of The Waters Spa.