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 here is 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, feel free to ask.
I understand that unanticipated events happen that can
affect your appointments or your availability to book appointments. It happens to me now and then too, so I'm pretty forgiving. However, like all businesses, I have to have general guidelines that I go by. They are pretty generous, but there are some that I do not budge on and I let you know what those
are. Utopia is defined by my desire to
continue providing high quality massage therapy and spa treatments in a warm,
caring and friendly way, and by retaining the value of my time as a professional. That being said,
here are my policies.
In order to reserve a spot on my schedule, you'll be required to provide a valid credit card/debit card number. (I don't budge on that.). 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. I cannot see the number once it's been entered.
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. I am not responsible for appointments not completely booked. Repeated no-shows for appointments booked online may result in revocation of online booking privileges.
ARRIVING FOR YOUR APPOINTMENT
If you are a first time client, I request that you plan to 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 on time arrival allows for a relaxed, unhurried experience for
EVERY client. In order to accommodate my 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 my schedule allows, I may be able to accommodate a partial or full
appointment. This will be at my discretion (since I know my schedule) 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. I'm pretty flexible and my ultimate goal is that you have a relaxing
experience, so I do my best to fit into my clients’ ever-changing
PAYMENT FOR SERVICES
Payment is due at the time of service. Unless otherwise indicated, the credit card used to reserve the appointment has not been charged. I expect payment via
cash or credit card at the time of service, unless otherwise arranged in
advance. (I don't budge on that.) I can use the credit card you used for booking for payment without swiping the physical card. I must have your express permission to do so, and you must physically sign the charge. Unless arrangements have been made in advance, I do not accept checks. Cash is always accepted. In the case of gift certificates or pre-paid vouchers, please bring it with you. You can present the voucher or gift certificate on your phone if you prefer not to print it out. If you are scheduling an appointment for someone else and want me to use the credit card information you supplied at booking, you must give me expressed permission to do so in advance.
In order to be fair and equitable to everyone, I 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, cancellations within 24 hours may result in a $20 fee due at the time of redemption. 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.)
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.) Unless otherwise indicated, they can be used for in-spa services only.
EXPIRED VOUCHERS AND GIFT CERTIFICATES
Every voucher or gift certificate
has an expiration date when the promotional value of the gift certificate can no longer be redeemed. By law, the expired promotional voucher reverts to "cash value". That value is calculated by taking the price of the voucher minus $5 per month past the expiration date. Cash value credit can be used toward payment. The entire cash value credit must be used all in one visit and can be shared between two or more people. Once the cash value of the gift certificate is 50% of the regular menu price of the service on the voucher, it will always be worth 50% off any service on the menu forever. Even if the cash value is zero. Exceptions can be made when requested at my discretion. (This is the updated policy as of 11/28/2019. Any other policy printed or communicated before this date is null and void.)
It’s sad, but necessary that I have to have a policy
posted about this, but I want to be sure there is no misunderstanding
here. Currently in Nebraska offering or requesting sexual services for pay is illegal. Utopia Massage does not offer sexual services of any kind. Sexual
misconduct during a treatment 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 liable for full payment of the scheduled appointment.
Yes, I accept them. A customary gratuity for
services is 15-20% of the total non-discounted fee for each service. If you are unable to tip or just don't want to, then don't. It will never be held against you.
RETURNED CHECK FEE
Generally speaking, I don't take checks, but every now and then, I have to. I charge a $30 return check
fee, 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 in the state of Nebraska. I’ll turn you in if I think you’re just
stealing from me and so will my bank. If you need me to hold onto a check for a couple of days, just let me know. I'd rather do that than have any
returned check hassle. Really.
I utilize email marketing through Schedulicity to communicate important information and promotions to clients. Except for appointment notifications and very important messages, every marketing message is by request only. 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, I am not responsible for your not knowing about promotions, discounts and specials.
AND THE FINAL WORD
As of the updating of these policies (September 2, 2019), Utopia Massage is just me, Becky Wells, LMT. I am my own boss and final
decision maker for my business. I am the receptionist, office
manager, janitor, customer service representative, IT department,
marketing department and accountant. I am a regular person who runs my business to make money for my family. I understand that you want
to get what you paid for because I want that for myself too. Utopia is not a corporation or a franchise. I am
Utopia and Utopia is me. I promise to respect, honor and value
you. I humbly ask the same from you.