Booking & Cancellation Policies
Everything you need to know about booking, deposits, cancellations, and arriving for your appointment.
Booking & Deposit Policy
At Kneaded Escape Massage & Spa, we want your experience to be seamless from the moment you book. To secure your appointment and respect the time of our team and fellow clients, the following deposit policy applies to all bookings.
Credit Card on File
A valid credit card is required for all appointments — whether booked online, by phone, or in person. Your card information is stored securely and used only in accordance with this policy.
Deposit Requirements
Appointments booked more than 24 hours in advance: A 50% deposit will be automatically charged to your card on file within 24 hours of your scheduled appointment.
Appointments booked within 24 hours: A 50% deposit is required at the time of booking to secure your appointment.
Declined Payments & Failed Deposits
If a card on file is declined or a deposit cannot be collected, we will make every effort to reach you to secure payment. If we are unable to collect the deposit within 24 hours of your scheduled appointment, your appointment may be moved to our wait list or canceled and cannot be guaranteed. We encourage you to contact us as soon as possible so we can do our best to accommodate you.
Gift Certificates
If you have a gift certificate, please provide your certificate number at the time of booking. Your 50% deposit will be applied from the certificate balance within 24 hours of your appointment rather than charged to a card.
Service Packages
If you have a service package, these same deposit and payment rules apply to every session you book. The value of the service scheduled will be held against your package in the same way a deposit is held for a standard booking. This ensures your spot is secured and our team's time is protected — just as it would be for any other appointment.
Remaining Balance
The remaining 50% balance, along with any add-ons or enhancements selected during your service, will be collected at the end of your appointment. You're always welcome to leave a gratuity for your service provider by cash or card — entirely at your discretion.
All Sales Final
All service sales are final. Once a service has been performed and final payment has been completed, no refunds will be issued. This applies equally to individual appointments and sessions redeemed from a package.
Cancellation, No-Show & Late Arrival Policy
We truly understand that life happens — and we always do our best to work with our clients. At the same time, our therapists' time is valuable, and every open slot represents income our team depends on. These policies help us keep things fair for everyone.
Cancellations & Rescheduling
Cancellations or rescheduling requests made more than 24 hours before your appointment will be accommodated with no penalty.
Once you are within 24 hours of your scheduled appointment, the 50% deposit becomes non-refundable. For package holders, the equivalent value of that session will be held and counted the same way.
Appointment dates or times cannot be changed within the 24-hour window. Doing so will require an additional 50% fee, and the original deposit will be forfeited. If you are using a package, that session will still be counted as used and the same fee structure applies.
Late Arrivals
We offer a 15-minute grace period for late arrivals. Here's how it works:
If you contact us and let us know you're running late, we will do our best to still perform your service. Please note that your appointment will still end at the originally scheduled time — late arrival time comes out of your service time, not ours.
If we have not heard from you within 15 minutes of your appointment start time, your appointment will be forfeited. The remaining balance will be charged to your payment method on file and is non-refundable. If you are using a package, that session will be deducted from your remaining balance and cannot be recovered.
No-Shows
If you do not show up and do not contact us before the 15-minute grace period ends, the full remaining service balance will be charged to your payment method on file. This charge is non-refundable. Package holders are subject to the same rule — a no-show still counts as a used session, and the value of that service will be charged or deducted accordingly.
Account Holds
If we are unable to collect any outstanding fees — including fees resulting from a missed package session — your client account will be flagged and you will be unable to book future appointments until the balance has been paid in full.
When We Run Late
If your service begins late due to our therapist or a business-related delay, you will still receive your full service time to the best of our ability. We hold ourselves to the same standard of respect we ask of our clients.
These policies exist to protect our team and ensure every client gets the outstanding experience they deserve. Thank you for your understanding.
Service Times & Appointment Guidelines
We want every visit to feel relaxed, unhurried, and completely focused on you. Here's everything you need to know before you arrive.
Understanding Your Appointment Time
All appointment times reflect the total time your room is reserved — not hands-on service time. Each appointment includes approximately 5–10 minutes for changing, settling in, and room turnover between clients. For example:
A 60-minute appointment includes approximately 50–55 minutes of hands-on service time.
A 90-minute appointment includes approximately 80–85 minutes of hands-on service time.
This applies to all appointments, including sessions booked as part of a service package.
Arriving Early Makes a Difference
Returning clients: Arrive at least 10 minutes before your appointment start time.
New clients: Arrive at least 15 minutes before your appointment — you'll have intake paperwork to complete before your service can begin.
Use the restroom and take care of any personal needs before your start time so you can fully relax from the start.
Arriving late reduces your hands-on service time — and for package sessions, the session is still counted as used regardless of how much time remains once you arrive.
Therapist or Business Delays
If your service starts late due to your therapist or a business-related circumstance, we will always do our best to ensure you receive your full service time. We appreciate your patience and will make it right.
All Sales Final
All service purchases are final. Once a service has been completed and final payment processed, no refunds will be issued. This includes individual appointments and sessions redeemed from a package — once a session has been used or forfeited, it cannot be returned to your package balance.
Questions? We're always happy to help. Call or text us at (772) 530-1504 or visit www.kneadedescapemassage.com