Spa Policies

Stage 3 COVID Procedures

Valued Guests,

Stage 3 of the Provincial Roadmap to Reopening allows for all Personal Care Services to be offered as well as Registered Massage Therapy.  At this time, we are offering ALL Personal Care Services (facials/massages/manicures/pedicures/body treatments/waxing).  We are offering limited RMT services at this time.  These limited services include Therapeutic Massages as well as Hot Stone Massages (no services requiring removal of masks including the addition of soaks in our Oversized Soaker Tub).


Here at The Waters, the safety of our Guests and staff is our top priority.  Please read below to find out what extra measures we are taking to ensure each visit to the spa is as safe as possible:


  • all RMT guests are screened upon arrival at The Waters with a Public Health/CMTO approved questionnaire and temperature check.
  • all Esthetic guests are screened upon arrival following approved Public Health screening guidelines and temperature checks.
  • all employees are screened upon arrival for each shift and temperature check.
  • all guests must have a mask on throughout their entire stay at The Waters, including during a massage. Masks must cover the nose and the chin.  There are a few exceptions to this:
    • during a facial (once directed by the therapist)
    • during a soak (Esthetic only)
    • while using the shower facilities
  • all employees are required to wear proper PPE at all times and follow strict hygiene protocols.
  • plexiglass barricades are used at our front desk as well as at our manicure stations.
  • extra treatment room sanitation steps have been added going over and above our already rigorous sanitization process.
  • beverage/food service currently unavailable


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 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 to book at The Waters?

No, we are not required to be shown proof of vaccination to be able to treat any guest.  Registered Massage Therapy guests will, however, be asked if they have been vaccinated to comply with CMTO/Public Health screening requirements.  If an RMT guest has not been vaccinated, additional screening questions will be required.

*Please note that if you have been outside of Canada within the past 14 days and have not been vaccinated we will NOT be able to treat you.


If you have any questions and would like to speak with us, please feel free to contact one of our Guest Service Coordinators at 519-888-7727 and we will be happy to answer any questions you may have!



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.