Client who has an appointment and cannot join us for their scheduled appointment are granted a full credit if cancelled at least 24hrs notice is given.
If 24 hours is not given the full fee will be charged to you. This applies regardless of when the customer books in terms of proximity to the appointment. The reason behind this is that when a client books, they electronically block out the opportunity for another client to book the same time. So we have to apply this condition.
Clients who purchased massage/pampering package if cancelled less than 24hrs notice you will be deducted from one of your package.
Packages/Gift Vouchers
Gift Vouchers are available to purchase but if lost or stolen they are not redeemable.
Purchasing massage packages or Gift vouchers are no refundable and expire after 6 months from date of purchase
Massage Package expiry dates cannot be extended for any reasons.
The timings chosen are final and not separable in multiple sessions.
Packages are non-refundable even in the event of medical circumstances.
Packages do not represent proof of payment.
Special Conditions
Please notify us before reserving your treatments if you have special physical concerns, high blood pressure, diabetes, or are pregnant. All customers will be asked to complete a consultation before having treatment, designed with your well-being in mind.
Punctuality
Please be aware that when booking with Serena Beauty and Spa your booking YOUR TIME with us. If you arrive late, it is YOUR time.
We can only do the scheduled time as very often the next customer will be scheduled in and often cannot allow the time to run- over. If the therapist doesn’t have another appointment, we will always try and complete the allocated treatment time regardless of fault for the late start, but that is entirely at the discretion of the therapist.
Prices subject to change
We are constantly expanding our services to bring you the latest and greatest. Although we make every effort to keep our website and spa menu updated, please note that prices and services are subject to change at any time.
We love having you as a customer, but we do reserve the right to refuse service at any time, to anyone, for any reason.
Our Service
Please be aware that Serena Beauty and Spa provide a NON-SEXUAL SERVICE
We are a strictly professional establishment.
We do not tolerate verbal, non-verbal and physical sexual harassment under any circumstances and your treatment will be forfeit and NO REFUND given.
Visitors
· We are unable to accompanying customers in our treatment rooms unless accompanying a child. All non customers must quietly remain in the waiting lounge.
