UTOPIA'S BUSINESS POLICIES
I know, I know... reading business policies is boring. Trust me, it was difficult to stay awake while WRITING them. Still, it's important that we have an understanding between us, therefore... the Business Policies Page. It IS stuff that is helpful to know, so, boring or not, it will be to your advantage to read them before booking an appointment. If you don't see a specific concern addressed here, we'll explain things as we go. We just think it's good to know as much stuff as possible in advance.
Utopia Massage and Spa we understand that unanticipated events happen that can
affect your appointments or your availability to book appointments. It happens to us now and then too, so we’re
pretty forgiving. Like all businesses,
we have to have general guidelines that we go by. They are pretty generous, so we feel good
about sticking to them strictly. There are some that we do not budge on and we let you know what those
are. We are, however, flexible. Everyone is different and every situation is
different. Utopia isn’t defined by its
policies. We’re defined by our desire to
continue providing high quality massage therapy and spa treatments in a warm,
caring and friendly way, and by retaining the value of our time as professionals. That being said,
here are our policies. These policies don't cover every situation. Because life can throw curves when we least expect it, sometimes we have to make things up as we go. We'll work together in those situations to make sure everyone is happy.
– In order to reserve a spot on our schedule, you'll be required to provide a method of payment (valid credit card/debit card number). You may also pre-pay for your appointment in cash if you do not want to give a credit card number. Your credit card information is protected by a double encrypted server system. We cannot see the number once it's been entered. That payment information can be used only for charging late cancel or no-show fees (detailed below), so it's imperative that you bring a method of payment at the time of service as well. Without verbal approval we cannot use your credit card/debit card number to pay for someone else's appointment.
If you don't see the time slot you want available when booking online, try booking a shorter amount of time. Where 90 minutes isn't available, perhaps 60 minutes is. You can always call us too. We can rearrange things that the online scheduler cannot.
We request that first time clients arrive about 10 minutes in advance of
appointment time to fill out paperwork and familiarize yourself with your
surroundings. All services have a
specific time, so early arrival allows for a relaxed, unhurried experience for
EVERY client. In order to accommodate our busy schedule, late arrivals may
be subject to shortened services while still being charged the full rate for
the service scheduled. In special cases
when our schedule allows, we may be able to accommodate a partial or full
appointment. This will be at the therapist’s discretion and only with proper,
advanced notification of your late arrival. Conversely, keep in mind that your early arrival does not necessarily
mean your service time will start early. We’re pretty flexible and our ultimate goal is that you have a relaxing
experience, so we do our best to fit into our clients’ ever-changing
scheduling needs. We expect payment via
cash, check or credit card at the time of service, unless otherwise arranged in
advance. (We don't budge on that.)
– In order to be fair and equitable to everyone, we allow for cancellations and rescheduled appointments up to 24 hours before the appointment time. For in-spa appointments, cancellations within 24 hours before the appointment time may result in a late cancel charge of up to 50% of the full price of the service scheduled. No-shows may result in a no-show charge of up to 100% of the full price of the service scheduled. For on-site/in-home services, cancellations within 48 hours will be charged up to 50% of the full service price, within 24 hours will be charged up to 100%. No-shows will be charged 100% + a 25% gratuity. For gift certificates, pre-paid services or third party vouchers, we allow one reschedule. Further reschedules will result in a $25 fee per reschedule. No shows void the voucher. You will not be able to redeem it. I understand that life happens, so feel free to call me if you have any questions about a charge you have incurred. There are no refunds, however, for these fees. (I don't budge on that.)
SERVICES -- I love the convenience and
value of pre-paid services and gift certificates just as much as my clients
do. There are a lot of different
policies and laws that affect their use. I am flexible whenever possible with my own policies. Vouchers and gift
certificates cannot be returned or redeemed for cash. They must be used up all in one visit. (I don’t budge on those, so don’t ask.) They can be used for in-spa services only. Please see scheduling policies for vouchers, gift certificates and pre-paid services above.
EXPIRED VOUCHERS AND GIFT CERTIFICATES - Every voucher or gift certificate
has an expiration date by which the promotional value of the gift certificate is gone. Utopia's policy regarding the redemption of expired pre-paid service of any kind is that they can be used for 50% off any regular priced service, any time, all the time, no matter how long ago it expired, even if it has no cash value remaining. ("Cash value" is what was paid for the gift certificate or voucher, minus any fees.)
The cash value of a gift certificate or voucher is determined by taking the purchase price and subtracting $2 per month past the expiration date. When redeeming that cash value, keep in mind that that credit cannot exceed 50% of the total price of the service(s) you are receiving. The entire cash value credit must be used all in one visit and can be shared between two or more people.
LIVINGSOCIAL , GROUPON, AMAZON – For the most part, the policies of all third party marketers fit right in with Utopia’s, however, a client can always contact any
of those companies with further questions. It’s important to remember that those vouchers are purchased from those
companies and not from Utopia. Any
requests for refunds or other recompense must come from those companies. This includes ANY third party purchase: Yelp, Groupon, Livingsocial, etc. Please see scheduling policies regarding third party purchases above.
SEXUAL MISCONDUCT – It’s sad, but necessary that we have to have a policy
posted about this, but we want to be sure there is no misunderstanding
here. Utopia Massage and Spa is a
legitimate, legal and ethical business. Sexual
misconduct is forbidden. Clients must understand that any illicit or sexually aggressive remarks, advances or
gestures may result in the immediate termination of the session with the client
fully liable for full payment of the scheduled appointment. Any attempt of
sexual solicitation WILL BE reported to the local police.
GRATUITIES -- We love tips. Who wouldn’t? In appreciation of services
received, gratuities may be given at your discretion. A customary gratuity for
services is 15-20% of the total non-discounted fee for each service.
RETURNED CHECK FEE -- $30 return check
fee will be added to each check that is returned, but really this is just an
idle threat. If you don’t have the money to cover the check, you probably are
going to be a hassle to track down for an additional fee. You should know though, that issuing and/or
passing a bad check is a criminal offense under the laws of the state of Nebraska. We’ll turn you in if we think you’re just
stealing from us and so will our bank. If you need us to hold onto a check for a couple of days, just let us know. We'd rather do that than have any
returned check hassle. Really.
AND ONLINE APPOINTMENTS AND PROMOTIONS -- Booking and cancellation policies are the same whether appointments are
booked in person, over the phone, via email or online through
Schedulicity. Your email notification
from Schedulicity is the verification that your appointment has been made. If you don’t receive an email notification,
it’s a possibility your appointment wasn’t made and the time was not reserved
for you. Please call with any questions
or concerns. Utopia is not responsible
for appointments not completely booked. Repeated no-shows for appointments booked online may result in revocation of online booking privileges.
We frequently… almost always… have discounts and specials going on which we promote through Schedulicity. Each
one is unique and has its own terms and conditions attached.
EMAIL MARKETING -- Utopia uses email marketing through Schedulicity to communicate to clients. We ask clients exactly what types of messages they want to receive and for the most part we NEVER send a message that has not been requested. If at any time you change your mind about what you'd like to receive, please contact Utopia to let us know. You can unsubscribe from email marketing at any time using the link provided at the bottom of any email message from Utopia. THAT BEING SAID, let's point out the obvious here: If you unsubscribe from Utopia's email, Utopia is not responsible for your not knowing about promotions, discounts and specials. Email which EVERYONE will receive: appointment notifications and reminders, occasional very important "special" messages and Holiday Shopping messages. Every other type of message (weekly, monthly, pop ups) is received by request only.
AND THE FINAL WORD --
As of the updating of these policies (May 20, 2017), Utopia Massage and Spa is just me, Becky Wells, LMT. Caitlin Richardson, LMT operates her own massage practice here as well, sharing this space with me. (Caitlin's business policies may vary somewhat from Utopia's, but mostly, they are the same.) I'm the manager of the space. We each are our own boss and final
decision maker for our separate businesses. We are the receptionist, office
manager, janitor, customer service representative, IT department,
marketing department and accountant. We are regular people who run our businesses to make money for our families. We understand that you want
to get what you paid for because we want that for ourselves too. Utopia is not a corporation or a franchise. I am
Utopia and Utopia is me. Just like Caitlin Richardson is her business. We promise to respect, honor and value
you. We humbly ask the same from you.
always, I appreciate your devoted attention to these informational
things. I know your time is valuable. To thank you for reading through
all of this, click here to book an appointment with 20% off. Becky