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Spa Policies


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 request 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.

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 Guest Relations Manager, 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.

Gratuities

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  September 1, 2017, there will be a slight increase in prices for certain services at The Waters. We thank you for your patronage.

Gift Certificates

Gift Certificates may be purchased for a dollar amount in any five dollar increment. 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.

 

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Consumption of Alcohol on The Waters Premises

Guests: Please Note that if you would like to bring in any alcoholic beverages, as per the Alcohol and Gaming Commission of Ontario, you must obtain a Special Occasion Permit from the LCBO in order to consume alcohol in the business of The Waters Spa. This permit request must be submitted at least 1 week prior to your appointment at The Waters in order for the submission to be approved and the permit to be processed.