Booking & Cancellation Policies

Everything you need to know about booking, cancellations, and arriving for your appointment.

Booking Policy

At Kneaded Escape Massage & Spa, we want your experience to be seamless from the moment you book. To respect the time of our team and fellow clients, the following policies apply to all appointments.

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.

Gift Certificates

If you have a gift certificate, please provide your certificate number at the time of booking.

Service Packages

If you have a service package, these same booking and cancellation policies apply to every session you schedule. Missed sessions and late cancellations are still deducted from your package.

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 & Changes

• Cancellations or change requests made more than 24 hours before your appointment will be accommodated with no penalty.
• Cancellations or changes made within 24 hours of your scheduled appointment will be charged 50% of the scheduled service cost.

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 and the full scheduled service cost will be charged to your payment method on file.

No-Shows

If you do not show up and do not contact us before the 15-minute grace period ends, the full scheduled service cost 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.

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