Policies and Procedures

A list of our spa policies and procedures can be found below.

If you are looking for what to expect from your massage, Click Here. Interested in what different modalities are? Visit our education center on our Home Page or visit our Modality FAQ page.

Reservations

We recommend booking your services in advance in order to reserve the best space for you. A credit card is required to guarantee your reservation for any service. Your card will not be charged until a service is completed (certain appointment types do require prepayment).  We do reserve the right to charge for last minute cancellations or no-show appointments. 

Arrival Time

If you are a new client, please arrive 15 minutes before your scheduled appointment time to complete the necessary paperwork and maximize your time on the table.  As a returning client, please arrive 5-10 minutes before your scheduled appointment time. This is so you have time to get checked in, update any necessary paperwork, and use the restroom.

Health Conditions

Upon booking a service, please let us know if you are pregnant, have any allergies, ailments or health conditions. Also, if you have difficulty managing stairs, let us know! We will be sure to schedule your treatment in a room on the ground floor. 

Payment

We accept cash, all major credit cards and Relax gift cards. Gift Cards must be present at time of purchase and if lost or stolen cannot be redeemed or replaced.

Massage Contraindications

Please do not come in if you are sick or have any of the following:  an active case of poison ivy, anything contagious on your skin, sunburn that prevents you from lying down or being touched, or severe unstable hypertension.

Gratuity

Tips paid via your credit card at checkout are paid in full to your therapist and/or esthetician. The average gratuity ranges between 20-25% of the service provided.  If you need regular massage yet can’t afford a massage plus tipping, come and get your massage. Your health is more important to us than gratuities.

 

Respectful Conduct Policy

At Relax Massage & Skincare, we are committed to providing a safe, respectful, and professional environment for both our guests and our team. Our services are therapeutic in nature and are delivered by licensed professionals who are trained to uphold the highest standards of care.

Any form of inappropriate behavior, language, or conduct—including requests for non-therapeutic services or inappropriate physical contact—will result in the immediate termination of the session. Clients will remain financially responsible for the full cost of the scheduled service. Future appointments may also be denied at the discretion of management.

While such instances are rare, we believe it is essential to clearly state that we maintain a zero-tolerance policy regarding misconduct. Our priority is to protect the wellbeing, dignity, and safety of every individual in our space.

Thank you for respecting the professionalism of our practitioners and the integrity of the services we provide.

Cancellation & No-Show Policy

It is the policy of Relax Massage Therapy and Skincare that we require at least 24 hours’ notice for any appointment cancellations.

By booking an appointment, you authorize this business to charge your credit card a no-show or late cancellation fee of up to 100% of the scheduled service value should you miss or cancel your appointment without proper notice. Same-day cancellations or no-shows will result in a fee designated by your provider, up to the full service rate.

If you need to cancel, please call our office as soon as possible. If we are unable to answer, leave a detailed message, and we will return your call as soon as possible.

Please note:

  • Prepaid appointments are not automatically refunded. If you cancel with appropriate notice and are eligible for a refund, you must call to request it.
  • Refunds are only processed upon request and are subject to our review of the cancellation circumstances.

We kindly remind you that our massage therapists and estheticians are independent contractors, not employees. Their compensation is earned at the time of your payment for the appointment. Just as your time is valuable to you, we ask that you respect the time your provider has set aside specifically for your care.

Sauna Reservations
For sauna appointments, we require timely notice to allow other clients the opportunity to enjoy this service. For appointments scheduled at least 12 hours in advance, a $10 fee will be applied if the reservation is cancelled within 6 hours of the scheduled time or if the client does not show for the appointment.

Thank you for your understanding and cooperation.

Minors

We are happy to provide services to minors; however, not all providers offer this option. Please inquire ahead of time to ensure proper booking.

  • Anyone under the age of 18 must have a parent or legal guardian present in the room during the service.

  • A Minor Consent Form must be signed by the legal guardian prior to the appointment.

  • Depending on the child’s age, additional considerations may apply to ensure their comfort and safety.

For safety and liability reasons, minors may not wait unattended in the lobby while a parent receives a service. Please arrange for appropriate childcare in advance.

Gift Cards

Relax gift cards may be purchased online or in the spa and may be used for any product or service. The gift card used must be present at time of purchase and if lost or stolen cannot be redeemed or replaced. All gift card sales are final and cannot be refunded. Treat them as you would cash!

Feedback and Reviews

Did you love your service?  Please share your experience on TripAdvisor, Yelp or Google.  While we rarely have complaints, if you are unhappy with your service for any reason, please contact us. We are always looking to grow and make things right.

The spa owner may be reached through info@relaxwilmington.com.