SERENITY MASSAGE & ENERGYWORK
Policies & Client Care
Clear expectations protect your time, our practitioners, and the quality of care we are able to provide. Please review the policies that apply to your visit, purchase, membership, or class.
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BEFORE YOUR VISIT
The essentials, clearly stated.
Booking or receiving services from Serenity indicates acceptance of the policies relevant to your appointment. When a policy has a specific update date, it is shown beneath the section title.
📅Appointments, Cancellations & Scheduling
DEPOSITS· RESCHEDULING · NO-SHOWS· LATE ARRIVALS
Cancellation and deposits
All deposits become non-refundable beginning 48 HOURS before your appointment. To retain your deposit, cancel before the calendar date that falls two days before your scheduled service.
Example: For a Friday appointment AT 1PM, cancellation must be received by Wednesday at 1PM. Email is accepted and provides a timestamp.
Rescheduling
An appointment may be rescheduled once when the request is received AFTER the 48 hour deadline. A second reschedule results in forfeiture of the session and deposit. When the reschedule request is made BEFORE the 48 hour deadline, you can reschedule as often as you like.
No-call and no-show
If we receive no contact within 15 minutes of the appointment start time, the appointment is considered a no-call/no-show. The deposit, prepaid session, or gift card on file will be applied. If none is available, the card on file will be charged 50% of the session fee. if there is no card on file then an invoice will be sent. Outstanding balances must be paid before another appointment may be booked. Multiple no-shows will result in permanent loss of booking privileges.
Late arrivals
Arrivals more than five minutes late may result in a shortened session, depending on practitioner availability. Full session fees still apply.
Practitioner preferences
When a preferred practitioner is selected at booking (HEART clicked by the staff members name), you will not be reassigned without consent. If no preference is selected, another qualified practitioner may be assigned to preserve your appointment time.
Contact Serenity to add a gender preference to your client profile.
💳Payments & Card Processing Fees
CASH · CARD · DEPOSITS
Accepted payments
We accept cash and card/tap payments for services and deposits. Checks are not accepted.
Card processing
A 3.5% + $0.25 processing fee applies to credit and debit card transactions. This is what we are charged. Cash payments do not incur a processing fee.
💜Memberships
BILLING· BENEFITS· TRANSFERS· CANCELLATIONS
Serenity offers two membership options designed to make consistent self-care easier.
MONTHLY 60 MIN MASSAGE
💜Be Well Monthly
Each monthly membership payment includes one 60-minute massage for the enrolled member.
Active members receive 15% off additional regularly priced services throughout the membership term.
MONTHLY 60 MIN MASSAGE OR FACIAL
💜Be Well & Glow
Choose what you need each month with one 60-minute customized massage or one 60-minute facial.Members also receive 15% off additional regularly priced services and 15%retail products throughout their active membership
💜 Membership Terms
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Serenity offers two membership options: Be Well and Be Well & Glow.
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Be Well includes one 60-minute customized massage for the enrolled member each month.
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Be Well members receive 15% off additional regularly priced services throughout the active membership.
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Be Well & Glow includes the member’s choice of one 60-minute customized massage or one 60-minute facial each month.
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Be Well & Glow members receive 15% off additional regularly priced services and 15% off Serenity retail products throughout the active membership.
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Memberships are billed monthly at the current price on the same calendar day each month.
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Membership enrollment requires a 12-month commitment.
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Membership pricing is discounted in exchange for the member’s agreement to make monthly payments throughout the full 12-month term.
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Canceling before the 12-month term is complete means the membership agreement has not been fulfilled and will result in a $150 early termination fee.
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After the initial 12-month commitment has been completed, the membership continues monthly until canceled.
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Processed membership payments are non-refundable.
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Memberships are individual and may not be shared across a household. Each person must enroll in their own membership.
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Membership discounts are non-transferable and may be used only by the enrolled member.
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Membership discounts cannot be combined with promotions, packages, specials, or other offers.
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The included monthly membership session is not eligible for additional discounts, promotions, specials, or other offers.
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An included monthly membership session may be transferred to another person for a $5 transfer fee.
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A session may be transferred only while the membership is active.
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A membership session may not be transferred repeatedly to the same person.
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Unused membership sessions remain available for up to three months.
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If the membership goes unused for three consecutive months, it will be paused automatically so the member does not continue paying for care they are not using.
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Canceling a membership appointment within 48 hours of its scheduled start time results in forfeiture of that session.
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A no-call/no-show for a membership appointment also results in forfeiture of that session.
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If the payment method on file is declined, the billing system will automatically retry the charge up to three times.
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If payment remains unsuccessful after the third attempt, the membership will be automatically canceled.
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Any outstanding membership balance must be paid before membership benefits may be used or additional appointments booked.
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A 3.5% + $0.25 processing fee applies to membership payments made by credit or debit card.
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Membership services and appointment times remain subject to practitioner availability.
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By enrolling, the member acknowledges that they have reviewed, understood, and accepted all membership billing, commitment, transfer, discount, cancellation, inactivity, payment, and usage terms.
EXPIRATION · REDEMPTION · CANCELLATIONS
Package expires 6 months from date of purchase. All sessions must be completed before expiration. Package is non-transferable, non-refundable, and has no cash value. All sessions must be used by the original purchaser or the client who receives the first session. Appointments are subject to availability and Serenity's standard cancellation and no-show policies. Missed or late-canceled appointments may result in forfeiture of that session. Post-operative clients may be required to provide medical clearance before treatment.
🎁Gift Cards
VALIDITY · REDEMPTION· REPLACEMENT
Validity and use
Gift cards do not expire or incur inactivity fees. They are non-refundable and may be applied toward eligible services or retail products.
Promotions and pricing changes
Promotional gift cards are redeemable for the amount actually paid unless written promotional terms state otherwise. If service prices change, the gift card may be applied toward the current price and the remaining difference is due at checkout.
Loss and replacement
Serenity is not responsible for lost, stolen, damaged, or unauthorized gift-card use. Remaining balances may be replaced only with valid proof of purchase. Gift cards are not redeemable for cash except where required by law.
🛍️Returns & Exchanges
In-store · Online · Non-returnable items
In-store purchases
Unopened, unworn, and unused products may be exchanged within 14 days for an item of equal or lesser value. Earrings, opened personal-care products, consumables, used items, and sale merchandise are final sale unless defective.
Damaged or defective items
Eligible items may be returned within seven days for a refund or exchange. Returns received after seven days and within 30 days may qualify for store credit. No returns are accepted after 30 days.
Online purchases
Non-local returns require an RMA requested by email. Items must be returned securely in their original condition with the completed form. Customers are responsible for return shipping unless Serenity provides a prepaid label.
🛡️Professional & Non-Sexual Services
Zero tolerance for inappropriate conduct
A professional environment
All treatments are therapeutic, professional, and strictly non-sexual. Sexual solicitation, harassment, suggestive conduct, or other inappropriate behavior will result in immediate termination of the session without refund and permanent loss of booking privileges.
Serious incidents may be documented and reported to law enforcement.
🩺Health, Safety & General Care
Medical disclaimer · Illness · Minors · Communication
Medical disclaimer
Serenity’s services support general wellbeing and do not replace medical care. Practitioners do not diagnose medical conditions, prescribe medication, or perform spinal or skeletal adjustments.
Illness
Please reschedule when experiencing contagious illness, cold or flu symptoms, gastrointestinal symptoms, or recent known exposure. Masking may be requested when needed to protect clients and practitioners.
Communication during sessions
Tell your practitioner immediately if you experience pain or discomfort so pressure, positioning, or technique can be adjusted.
Minors
Clients under 18 must have a parent or legal guardian present in the treatment room throughout the service and consults. Minors may not wait unattended. Serenity staff will not attend to minors.
Right to refuse service
Serenity reserves the right to refuse or discontinue service when necessary to maintain a safe and respectful environment for clients and staff.
✨Reiki & Energywork Disclaimer
Complementary spiritual practices
Reiki and energywork are complementary spiritual and energetic practices. They are not substitutes for medical, psychological, or psychiatric care, and outcomes cannot be guaranteed.
Practitioners do not diagnose or treat physical or mental-health conditions. Clients remain responsible for their personal interpretation of and participation in these services.
🎓Continuing Education
EDUCATIONAL PURPOSE · REGISTRATION · CANCELLATIONS · HOSTING TERMS
Educational purpose
Workshops and training programs are offered for educational purposes only. Participants are responsible for confirming that an offering is appropriate for their training and for remaining within their licensed or certified scope of practice when applying what they learn.
Serenity-led class cancellations
The following terms apply to classes presented and registered directly through Serenity:
More than two weeks before class: Full refund minus nonrefundable supply costs and processing fees.
One to two weeks before class: 50% refund. Supply costs and processing fees remain nonrefundable.
One week or less before class: No refund.
Guest-hosted offerings
Guest instructors and facilitators manage their own registration, participant communication, payments, cancellations, and refunds through their own website or booking system.
Their policies may differ from Serenity’s class policies. Participants should review the terms provided by the instructor before registering. Questions concerning registration, payment, cancellation, or refunds must be directed to the instructor or facilitator presenting the offering.
Proposal acceptance and agreement
Submitting a proposal does not guarantee acceptance or reserve a date.
If a proposal is accepted, Serenity will email the instructor or host a PDF agreement and an online invoice for the $10 nonrefundable date-reservation fee.
The signed agreement and date-reservation fee must be received within 24 hours. If both are not received by the deadline, the requested date will not be reserved and the event will be canceled.
Date-reservation fee
A nonrefundable $10 date-reservation fee is required within 24 hours of proposal acceptance. This fee reserves the approved event date and is separate from Serenity’s hosting fee and hosting-fee deposit.
The date-reservation fee will be retained by Serenity if the event is later canceled because the instructor or host fails to meet the required payment deadlines.
Serenity’s hosting fee
Serenity receives 10% of the offering’s total gross registration revenue.
The instructor or host is responsible for maintaining accurate registration and payment records and for providing the information needed to calculate Serenity’s hosting fee.
Hosting-fee deposit
At least one week before the event, the instructor or host must pay a deposit equal to 50% of Serenity’s estimated hosting fee. The estimate will be calculated from the registrations received at that time.
The hosting-fee deposit is separate from, and does not include, the $10 date-reservation fee.
If the required 50% hosting-fee deposit is not received at least one week before the event, the event will be canceled and Serenity will retain the nonrefundable $10 date-reservation fee.
Attendance and final balance
A Serenity Wellness Advisor will maintain an onsite sign-in sheet documenting final attendance.
If final attendance or registration revenue exceeds the amount used to calculate the hosting-fee deposit, the remaining balance owed to Serenity must be paid within 24 hours after the event.
Failure to pay the final hosting balance within 24 hours will make the instructor or host ineligible to schedule future offerings at Serenity. The unpaid balance will be referred for collection.
Complimentary offerings
Serenity may consider proposals for complimentary community offerings.
Any waiver of Serenity’s hosting fee must be approved in writing before the event is scheduled. Unless a written waiver is provided, the standard hosting terms and fees apply.
🌐Website & External Information
Accuracy · Third-party sites · Availability
Website content is provided for general information. Serenity makes no guarantee regarding the completeness or continued accuracy of service, product, or promotional information.
Third-party websites, search engines, and booking platforms may display outdated information. Current information should be confirmed through Serenity’s official website or by contacting us directly.
🌈Equity, Inclusion & Accommodation
Employment · Religious accommodation · Disability accommodation
Our commitment
Serenity is committed to equitable, inclusive, and affirming employment practices. Discrimination, harassment, exclusion, and repeated microaggressions are not tolerated.
We affirm people across race, ethnicity, spiritual belief, sex, gender identity or expression, sexual orientation, relationship structure, disability, age, body size, neurodivergence, pregnancy, socioeconomic background, immigration status, and other marginalized identities.
Accommodation
Reasonable religious and disability accommodations are considered through a collaborative, good-faith process. Employees may submit requests or confidential concerns to management.
Our standard: Where legal protections fall short, Serenity continues to lead with dignity, safety, and belonging.