Spa Policy

CONSULTATIONS

We are dedicated to helping each client achieve their skin and body goals. In order to do so, we offer complimentary 30-minute consultations to better understand each individual’s needs. 

SCHEDULING

Appointments are preferred, but not always necessary. If we have availability, we will be happy to provide you with your desired treatment. However, most treatments are booked 1-2 weeks in advance.

ARRIVAL

New clients: Check in with front desk at least 15 minutes prior to your scheduled appointment to prepare for your treatment. As we are a medical spa, we require that all new clients fill out medical history information and treatment consent forms.

If you are an existing client and booking for a different treatment, please schedule the same 15 minutes for the appropriate paperwork.

CANCELLATIONS

Your scheduled appointment is reserved exclusively for you, so should you need to cancel or reschedule your appointment, please notify us 48 hours in advance. All services re-scheduled, missed or cancelled within the 48 hours of the original appointment will incur a cancellation fee. This ranges from $25.00-$50.00.

We understand sometimes unexpected situations arise, but please respect this policy. If you fail to pay the cancellation fee, we cannot reschedule your appointment.  

LATE ARRIVALS

Our scheduling is designed to permit the correct amount of time to complete your service. A late arrival will deprive you of valuable treatment time. In fairness to others, your treatment must end on time so the other client’s session can begin on time. If you are not able to be on time, we will do our best to complete as much of your treatment as possible, however with some treatments it may be necessary to reschedule you. If you are 15+ minutes late for your scheduled appointment, you will be considered a “no-show” and charged a cancellation fee.

PAYMENT

We accept Cash, Debit, Visa, and MasterCard. We also offer e-transfer transactions.  

GRATUITIES

Gratuities are at your discretion and are not included in any service or package price. We do offer the option for you to leave your aesthetician a tip on our POS terminal.

VALUABLES

We are not responsible for lost or stolen items and encourage you to leave valuables at home. Please be aware that jewellery is encouraged or required to be removed for almost all of our treatments.

REFUNDS/ EXCHANGES 

Our return policy on product purchases is 30 days. To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. You’ll also need the receipt or proof of purchase. Any product or item that has been opened or used WILL NOT be returned or exchanged.

Should you experience an allergic reaction to skincare, you must contact Martindale Medi Spa (via email @martindale.medispa@gmail.com) within 7 days of receiving your order. We will require photo documentation as well as an incident report to be provided. Please contact us if you have a reaction and we will be able to guide you accordingly.

Pre purchased services or packages may be refunded before 30 days. After 30 days, you may use the dollar amount paid as a credit in the spa or transfer the treatment to a friend. 

Pre purchased services do not expire. Please note – price increases are rare but possible between time of purchase and your appointment date. We will communicate this before your appointment if there is a difference owing to complete any service or package. 

Unfortunately, we do not offer refunds on Gift Cards, treatments, packages, gratuities or promotions. 

HOLDS

We will gladly put any product/retail item on hold for you. It will be set aside for you for 7 days. If you fail to pick-up within the week, we cannot guarantee it will still be available for you. Please provide us with your name and contact info if you are interested in placing an order. All of our products are subject to Harmonized Sales Tax (HST-13%). This will be added to the total of your purchase.

GIFT CERTIFICATES

We offer gift certificates at the spa location. You are able to choose any dollar amount or you can gift a specific service. 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 preferred service.

Gift certificates do not expire.

PRICES

Prices are subject to change without notice. Always confirm any treatment or product prices upon scheduling or picking up.