Spa Policies

NEW – COVID19 Safety Protocols *Updated July 17, 2020*

The Waters is proud to reopen more services to the public as of Friday, July 17, 2020! You will notice that our policies and procedures have changed for our guests to meet and exceed the safety requirements outlined by the Ministry of Health.

We require all guests of The Waters to complete a Pre-Screening Questionnaire prior to completing their booking. 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. The only exception to this rule is facial waxing / facial treatments, but masks are required during all other times while the guest is in-spa.

CHANGEROOMS / ROBE SERVICE: We are proud to reopen our Changerooms for select Esthetic Treatments to start. As we want to limit the amount of traffic in these areas, we will only be offering robe service for 60 min Esthetic Massage,  Facials over 50 minutes in length, and all Esthetic Body Treatments. We hope to reintroduce robe service to RMT guests in the upcoming phases.

ESTHETICS: We are now proud to offer most Esthetic services, including: Facials, Manicures, Pedicures, Waxing (including facial waxing), Relaxation Massage, and select Body Treatments. Treatments with steam are not permitted at this time. This is in accordance to the restrictions of Phase 3 of Reopening Ontario set by the Provincial Government.

RMT MASSAGE: We will continue to only offer 60 minute therapeutic massage  & reiki treatments for RMT guests at this time (no specialty massage). As the CMTO (Certified Massage Therapists of Ontario) stipulates, RMT treatments during the pandemic are for urgent care, so at this time we are not offering robe service for RMT massage. We hope to offer robe service in the upcoming phases for RMT guests. We thank you for your understanding. Masks are required throughout the duration of your RMT massage.

We ask that all guests arrive alone so as to minimize the traffic within the spa. Guests will be asked to arrive 5-10 minutes prior to their appointment start time to complete our 4 Step Sanitization Process. We ask that guests wear their own masks; if you do not have a mask, we will provide one for you.

We thank you for your patience and understanding as we navigate these new changes. 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.

  • Valued Guests: with the current COVID-19 safety measures, The Waters has added additional sanitization time and PPE use for manicure & pedicure treatments. With these measures in place, the price for manicures & pedicures has increased by $2. We thank you for your understanding, and appreciate your business.

Reservations and Cancellations

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.

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.