APPOINTMENTS

WHEN SHOULD I ARRIVE FOR MY SERVICE?

To ensure a smooth experience for all, we kindly request that you arrive 15 minutes prior to your scheduled appointment. As a courtesy to others, sessions will begin and end at the designated time. Unfortunately, we will not be able to extend the session if you arrive late.

HOW DO I SCHEDULE SERVICES/CLASSES?

You can schedule an appointment or book a class online, at www.serasana.com, through the Serasana app, or by contacting your preferred location directly by phone or designated text number. We also welcome walk-ins, but due to high demand, we recommend scheduling in advance.

WHAT IS THE CANCELLATION POLICY FOR SERVICES?

To cancel or reschedule your appointment, please log in to your account on our website, use the Serasana branded app, or contact our studio via email, text, or phone call. We kindly request a minimum of 24 hours notice. Please note that a 50% cancellation fee of the full price of the service(s) booked will be charged for late cancellations.

DO YOU HAVE A SICK POLICY?

We kindly request that you refrain from visiting our studios if you are experiencing any symptoms of contagious illness. Your health and the safety of our team members are our top priorities. Should you develop any symptoms during your treatment, please immediately notify your therapist. Please remember, as a wellness studio, we treat most non-contagious conditions using massage and acupuncture. In honor of the time reserved for you our cancellation policy applies.

WHAT IF I FAIL TO SHOW FOR MY SCHEDULED SERVICE?

Please be advised that if you miss your appointment or arrive more than 15 minutes late, the service will be considered a No Call No Show and will be automatically canceled. The full retail price will be charged as the fee to the credit card on file, gift card balance or if available a Member service will be used. To ensure a tranquil and relaxing experience, we recommend arriving promptly or even early for your scheduled appointment. 

WHAT IF I DID NOT GET A REMINDER FOR MY APPOINTMENT?

Automated reminders are a courtesy we provide. However, many clients choose to opt out of email and text notifications for their scheduled appointments. We respect that choice. However, the lack of an automated reminder or confirmation does not negate the commitment made by a client for a scheduled appointment.

WHAT IF I ARRIVE LATE? 

To ensure a relaxing experience, and get the full benefits of our services, we advise guests to arrive on time (or early) for all scheduled appointments. However, if you know you will be less than 15 minutes late we require you to call us to inform us of your arrival time. Please be advised that if you arrive more than 15 minutes late to your appointment, the service will be considered a 'No Call No Show' and will be automatically canceled. You will still be charged for the appointment scheduled and the time of your service will be truncated based on your time of arrival.

CAN I EXTEND MY UNUSED EXPIRED SERVICES?

Please note that we do not extend the expiration dates of unused services. Unused prepaid or member services  will expire 12 months from the date of purchase. However, we offer a reactivation option for expired services. A reactivation fee of $30 per session will apply, extending the validity for an additional 12 months. Refunds are not given for any unused expired services.

CLASSES

HOW CAN I CANCEL MY YOGA MEMBERSHIP?

Serasana Yoga Members have the option to terminate their recurring membership at any time by providing their respective studio with a 30-day written notice of their intent to cancel via email or by texting their respective studios text number. Members will be allowed to use their membership until their last monthly payment expires. All location contact information can be found under the locations page on our website. 

WHAT IS YOUR CELL PHONE POLICY AT THE STUDIO?

To foster a serene and peaceful atmosphere for all, we kindly request that you refrain from using cell phones at our studio. While cell phones are permitted, we ask that they be switched to silent mode or turned off upon arrival.

CAN I EXTEND MY UNUSED EXPIRED CLASSES?

Please note that we do not extend the expiration dates of unused classes. Unused classes will expire six months from the date of purchase. However, we offer a reactivation option for expired classes. A Reactivation Fee of $15 per class will apply, extending the expiration date for an additional six months. Refunds are not given for any unused expired classes.

WHAT IS THE CANCELLATION POLICY FOR CLASSES?

To cancel or reschedule your class, please log in to your account on our website, use the Serasana branded app, or contact our studio through email, text, or phone call. We kindly request a minimum of 24 hours notice. Please note that a cancellation fee may be charged for late cancellations or no-shows.

WHAT SHOULD I KNOW BEFORE ATTENDING A CLASS?

If you are attending a class with us for the first time, we ask that you show up at least 10 minutes early, to fill out an Intake Form,  and meet your instructor. We provide all appropriate props for the class except yoga mats. We offer mats for purchase or rent for $1.  Please note, we ask that phones are silenced, shoes are removed, and water bottles are tightly covered, before entering the studio.

DO YOU PERMIT MINORS TO ATTEND CLASSES?

Yes, unless the state, province or territory prohibit it by law. Minors attending classes must be able to adhere to common yoga practices such as: Must remain on their mat, must be able to participate in the full duration of the class, and must not be a distraction to other participants in the class. 

• Under 10 may attend class with the parent and with consent of the instructor. 
• Age 10 to 14 may attend class with a parent, experienced minors may attend class alone with the consent of the instructor.
• Age 15 to 17 may attend class alone with the consent of the studio and instructor.

Minors attending class require the written consent of a parent or legal guardian, and additional restrictions may apply. 

MEMBERSHIPS

HOW LONG DO I HAVE TO USE MEMBERSHIP SERVICES WITH MY ACTIVE MEMBERSHIP?

Membership services will accumulate with each active month and roll over on a monthly basis with your membership. Accumulated member services remain active for 12 months from the date of activation. Please note that no refunds will be issued for unused or expired member services. 

We allow clients to reactivate expired services. The request must be made no longer than 6 months after the expiration date. The Reactivation Fee is $30 for each expired service. Each service reactivated will be extended for an additional 365 days.

CAN I SUSPEND MY MEMBERSHIP?

Yes, our suspension policy allows you to temporarily suspend your Membership for medical reasons. We allow a maximum of 2 billing cycles per contractual year. We do not allow suspensions for travel or lack of use to catch up. Many of our memberships allow sharing with friends and family.

HOW CAN I CANCEL MY MEMBERSHIP?

Spa Members have the option to terminate their recurring membership at any time by providing their respective studio a 30-day written notice of their intent to cancel. All location contact information can be found under the locations page on our website.

*Note: Wellness Memberships have a minimum contract of 2 billing cycles before becoming eligible for cancellation and Essential Memberships have a minimum of 6 billing cycles before becoming eligible for cancellation. 

CAN I USE MY SERVICES IF I CANCELED MY MEMBERSHIP?

Yes, you will have 60 days from the date of termination to use any unused member services before they expire. Date of termination is the date of the last payment. No refunds nor extensions are issued for unused services. 

Clients are permitted to reactivate expired services. The request must be made no longer than 6 months after the expiration date. The Reactivation Fee is $30 for each expired service. Each service reactivated will be extended for an additional 365 days.

OTHER

DO YOU ACCEPT GIFT CARDS?

Yes, we accept Serasana gift cards for our services, classes, and products. Please note that our gift card program is subject to certain terms and conditions. They may not be returned, never expire and are fully transferrable. We do not accept gift cards from other spas or 3rd party sellers.

DO YOU PERMIT MINORS TO USE SPA SERVICES?

Yes, unless the state, province or territory prohibit it by law. Policy below for Acupuncture, Massage, Skincare, Reiki, and Body Cupping.                        

• Under 10 years: Parent in the room throughout treatment
• 10 to 14 years: Parent in the room for intake and during first treatment, additional sessions with the same therapist may still require parent to be present in the room. Booking with a different therapist requires a parent in the room.
• 15 to 17 years: Parent in the room for intake, therapist may require parent to be present in the treatment room                       

We require written consent of a parent or legal guardian and additional restrictions may apply.

ARE SERVICES AND PRICING SUBJECT TO CHANGE?

Please be advised that prices and services are subject to modification at any time. 

CAN I RETURN PURCHASED ITEMS?

Yes, we accept returns of items purchased in our locations provided they are in their original, unopened condition and have not been used or damaged. Returns must be made within seven days of the purchase date and are only eligible at the same location where the item was originally purchased.