Policies and Procedures

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

Cancellation/Reschedule
24-Hour Notice Required. Your appointment is a scheduling agreement between you and your therapist at Relax. We do not double or triple book, so if you cancel with less than 24 hours notice or no-show on an appointment, you will be charged for the entire service fee. As our massage therapists & estheticians are subcontractors, if your time is not filled by someone else, we must charge you in order to pay them for their time. This policy also applies to gift card holders.

Health Conditions
Upon booking a service, please let us know if you are pregnant, have any allergies, ailments or health conditions we should know about ahead of time. Also, if you have difficulty managing stairs, let us know so we can be sure to schedule your treatment in a room on the ground floor. 

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.  If you are a returning client, please arrive 5-10 minutes before your scheduled appointment time so you have time to get checked in, update any necessary paperwork, and use the restroom. 

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

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 can not be redeemed or replaced.

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

Gratuity
Tips paid via your credit card at check out 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 massages…your health is more important to us than gratuities. 

Minors
We do provide services to minors but not all providers offer this service. The minor must have their legal guardian sign a minor consent form. Depending upon the age of the child the parent may be required to stay in the room with them.

When it comes to minors in the building, we do NOT allow minors to wait in the lobby while their parents receive a massage. Please arrange for appropriate childcare.

Feedback and Reviews
Did you love your service?  Please share your experience on TripAdvisorYelp or Google.  While we rarely have complaints, if you are unhappy with your service for any reason, please contact us, as we are always looking to grow.

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