Rules & Regulations

Spa Rules and Regulations

• By using MassageLuXe/FaceLuXe services, you agree to follow these Spa Rules and Regulations. Violation of these Spa Rules and Regulations may result in removal from this Spa facility and/or suspension
  or cancellation of your membership without refund. As used herein, “we” includes Massage Luxe International, LLC and any Spa operating pursuant to any agreement with Massage Luxe International, LLC and “Spa” includes any Spa operating pursuant to any agreement with Massage Luxe International, LLC.
• All membership benefits are only for active members in good standing and only during the term of their membership.
• We reserve the right to modify/change these Spa Rules and Regulations without prior notice.
• Each MassageLuXe/FaceLuXe location is individually owned and operated.
• YOUR COMFORT AND SAFETY IS OUR PRIORITY DURING YOUR PROFESSIONAL SPA SESSION. IF AT ANY TIME AND FOR ANY REASON, YOU FEEL UNCOMFORTABLE, PLEASE TELL THE THERAPIST OR ESTHETICIAN THAT YOU WOULD LIKE TO END THE SESSION IMMEDIATELY. LIKEWISE, IF AT ANY TIME THE SERVICE PROVIDER FEELS UNCOMFORTABLE, THEY WILL STOP THE SESSION. WE VALUE YOU CHOOSING MASSAGELUXE/FACELUXE AND WE ARE HERE TO PROVIDE YOU WITH A SAFE, RELAXING AND PROFESSIONAL SERVICE.

Spa Etiquette

• To ensure that all our clients enjoy their visit, please keep noise to a minimum. All clients are required to turn off all cell phones or place them in silent mode upon entering the Spa.
• Clients are prohibited from conducting any of their own business activities on Spa premises, and from soliciting other clients or staff for any reason without the prior express written consent of the Spa Manager.
• The Spa reserves the right to remove any client from the premises and/or revoke/suspend/terminate the membership of any member who fails to follow Spa Rules and Regulations or for any reasons of nuisance, disturbance, moral turpitude or fraud. Refunds will not be provided in any of these instances.

Health and Safety

• Clients should alert their therapist or esthetician and potentially refrain from receiving services if they have been told to avoid our services from a medical professional, or if they have any of the following conditions: open cuts, abrasions, sores, infections, maladies or the inability to maintain personal hygiene, or if they have any condition that poses a threat to their health and/or safety or the health and/or safety of others. In addition, all clients agree to receive services in accordance with all public health requirements.
• It is the responsibility of each client to consult with their medical professional to determine if they have any of the above medical or other conditions and whether such a condition poses a threat to anyone’s health and/or safety.
• The Spas reserve the right to deny entry or services to any client over concerns for health and/or safety risks.
• To ensure you enjoy safe MassageLuXe/FaceLuXe services, clients with certain health conditions such as high blood pressure, heart conditions, who are currently pregnant or have any other medical conditions that may be relevant must inform the Spas front desk staff or management and their therapist/esthetician prior to receiving services. Alerting the front desk staff or management upon your arrival will help you enjoy your complete treatment time and the correct service.

Minors Receiving Services and Inside the Spa

• The Spas do not provide massage or esthetic services to minors under the age of twelve (12) except in accordance with our Minors Policy.
• Minors between the ages of 12 and 18 must have a parent or guardian in the service room throughout the entirety of the minor’s session, and this parent/guardian must fill out the Spa paperwork for the minor in the presence of a MassageLuXe Staff Member. This Staff Member must also sign the form acknowledging they witnessed the adult filling out and signing the documentation.
• The minor must be booked with a service provider of the same gender the minor identifies with unless the parent/guardian specifically requests otherwise.
• MassageLuXe/FaceLuXe cannot be responsible for minors left unattended in the Spa.
• Neither the Minors Policy nor any Spa Rule or Regulation will supersede any state or local regulations regarding the provision of massage and esthetic services.

Cancellation Policy

• All clients can cancel their appointment(s) without charge by following the Spa’s Cancellation Policy. Each Spa may have a different number of hours they require their clients to contact the Spa before the scheduled service(s) to make alterations or cancel their appointment(s). Holidays, holiday weekends, Valentine’s Day, Mother’s Day, and Father’s Day, or for group appointments of 4 or more people, the Spa reserves the right to change this cancellation policy. If a client does not timely cancel or does not show up for their scheduled service(s), the Spas reserve the right to charge the full price for the missed appointment(s).

*Franchise Spas also reserve the right to change their Cancellation Policy.

• Periodically, the Spa may run special promotions that change the Cancellation Policy of appointments, in which case the Cancellation Policy referenced in that promotion will apply.

Your Valuables and Personal Items

• Please always keep all valuables and personal items with you while inside the Spa facilities. We are not responsible for any lost or stolen items.

Nicotine, Marijuana, Alcoholic Beverages, or Illegal Drug Consumption

• In the interest of providing a safe, legal, and healthy environment for all clients and staff members, the use of tobacco and/or other nicotine products, including but not limited to smokeless tobacco or e-cigarettes, is not permitted on Spa premises. Marijuana consumption in any form is also prohibited on Spa premises.
• Alcoholic beverages, marijuana, or illegal drugs are not permitted on Spa property.
• If anyone is believed to be under the influence of alcohol or drugs, the Spa reserves the right to deny entry and/or remove that person from the Spa and contact the local authorities.

Refunds and/or Exchanges

• All services, gift cards, packages, memberships, and retail products are non-refundable.

Checking In/Out

• All clients should arrive at least 15 minutes prior to their scheduled service time to ensure full enjoyment of their complete treatment duration. New clients will be required to show a valid, government-issued photo ID to the front desk staff upon checking-in.
• All massage and facial sessions include five minutes before the hands-on portion begins and five minutes after the hands-on portion is over, for consultation and dressing. For example, a 1-hour session consists of a 50-minute hands-on service and 10 minutes of total time for consultation and dressing.
• Clients who arrive late for their scheduled service will be deducted the total amount of minutes they were late from the total time of their scheduled hands-on session. For example: if a client had a massage at noon but was not undressed and otherwise ready for their hands-on service until 12:15, then their session will still end at 12:55.
• All clients must check out for all services received with the Spa front desk staff prior to leaving Spa premises.

Payments

• This Spa accepts cash, MassageLuXe/FaceLuXe-issued gift cards and gift certificates, and Visa, MasterCard, Discover and American Express credit and debit Personal checks are not accepted. Prices are subject to change without prior notice.
• MassageLuXe/FaceLuXe gift cards/certificates may be purchased in the Spa or online at massageluxe.com. Gift cards/certificates are non-refundable. If lost or stolen, consumers have the right to receive a free replacement card from the Spa the original was purchased, in the amount that remains on the original gift card/certificate. The physical gift card/certificate must be present at the time of redemption. Having a number written down is not sufficient and will not be accepted as a form of payment. Balances can be checked by visiting any MassageLuXe/FaceLuXe Spa nationwide, or by calling any MassageLuXe Spa.
• Occasionally you may receive a “promotional gift card” that is not sold in our Spas, but instead may be given out and/or in the form of These cards may have an expiration date or additional restrictions and/or exemptions that apply to their use. A written description will be provided on the physical card or located in the paper material included with the “promotional gift card” upon being issued.
• Gift cards/certificates may not be used to purchase other gift cards/certificates.
• We reserve the right to deactivate, cancel or suspend any gift card if we suspect fraud, unlawful activity, or improper gift card
• MassageLuXe/FaceLuXe gift card(s) purchased through unauthorized sellers or resellers will not be honored and are not valid forms of payment. We are not liable for lost funds that were used to purchase any unauthorized card/certificate.
• Certain Spas and/or promotions may require you to place a card on file to hold your scheduled appointment.  If you do not show for your appointment or cancel the appointment inside of the aforementioned Cancellation Policy time frame (see Cancellation Policy above), the Spa will charge the full amount of the scheduled service to the card on file that was used to save the appointment time. This is to compensate the service provider and Spa for the lost appointment that could have been rescheduled if policy were followed by the scheduled client.
• Parties of 3 or more people may be required to place a credit card on file to reserve their requested time slots. The credit card will not be charged if the Cancellation Policy (above) is followed.  If the Cancellation Policy is not properly followed, the credit card on file to hold the appointment will be charged the full amount of the scheduled services with no refunds.

When Can My Service Provider Refuse Service?

• All service providers have the right to refuse services in any of the following circumstances in which case no refunds will be issued. The list below is subject to change and is only partial:
• The client is abusive (physically or verbally), or under the influence of alcohol, drugs, or any illegal substance.
• The client exhibits language or behavior which the service provider deems as an immediate or potential risk to the safety of the guest, service provider, or others around them.
• The client initiates any sort of sexual language, behavior, or misconduct.
• The client uses vulgar language.
• The client is less than 8 weeks out of surgery and scheduled for a massage. If less than 8 weeks out of surgery, therapists reserve the right to require a M.D.-issued medical note approving massage therapy.
• The client is under the age of 12 or any other term of the Minor’s Policy is not being followed.
• The client is unable to get on and/or off the service table.
• The client shares any health or other information that the service provider deems unsafe for the client to receive Spa services.
• A pregnant woman is inside the initial 12 weeks of their pregnancy (1st trimester) and scheduled for a massage.
• All clients must fill out a Safety Acknowledgement form prior to receiving service each visit to MassageLuXe.
• On their initial visit to MassageLuXe, all clients will be required to fill out a Release of Liability form and will again be required to fill this out every year thereafter.
  

  Freezing Membership

• Freezing a membership is at the discretion of each individual Spa based on individual circumstances. The Freeze program is when a member chooses to put their account into a frozen status for any length of time. The member will pay a reduced monthly fee while their account is in a frozen status. While a member is Frozen, they may not use their hours until their account is unfrozen. You may freeze or unfreeze at any MassageLuXe Spa. When the member unfreezes, they will pay their monthly dues and be able to use any hours they previously accrued on their account along with what they paid for that day.
• A member may freeze by visiting a MassageLuXe Spa, contacting the Spa, via phone call or certificated letter. Upon contacting a MassageLuXe Spa, a front desk associate will send a freeze form via email that must be completed within 48 hours of being sent the email. If not completed there will be no change to the membership and the member’s full dues will continue to be billed.
• While Frozen, a member will pay guest rates unless they have a promotional certificate or card.
• If a member cancels their membership while it is frozen, they must unfreeze their account to use any remaining eligible prepaid services. All remaining eligible prepaid services must be used within 60 days of the membership cancellation date. 
• A membership is eligible to be frozen as long as the member is up to date with payments, and a minimum of one full membership dues payment has been made.
• See Spa for details.

• Cancelling a Membership

• Members may cancel their membership at any time after the first draft of their full monthly membership dues. Members may cancel by visiting their home Spa at least one day before their billing date or by contacting their home Spa to request a cancellation form by email. Email cancellation forms must be completed and submitted within 48 hours of receipt. If the form is not completed and submitted within 48 hours, the member’s full dues will continue to be billed.

• Once the membership cancellation is approved, the member will no longer accrue membership charges from MassageLuXe/FaceLuXe. Any unused prepaid services or packages remaining on the account will expire 60 days from the membership cancellation date. During this 60-day period, Global prepaid services may be used at any MassageLuXe/FaceLuXe location nationwide. Local prepaid services must be used at the location where they were issued.

  *Upon cancellation, prepaid services remaining on the member’s account must be redeemed within 60 days of the membership cancellation date. Any unused prepaid services will expire at the end of the 60-day period and will no longer be available for redemption. 

  About Your MassageLuXe/FaceLuXe Membership

• 1. Account Information

  Members are required, per their membership agreement, to notify their home Spa of any change in credit card or account information on file before the next electronic funds transfer (EFT) date. Members are also required to notify their home Spa of any change of address. 

  2. Membership Term and Cancellation

  Memberships do not expire unless they are Paid in Full Memberships. Members have the entire active membership term to use membership services while the account is not frozen and remains in good standing. If a member cancels, any unused prepaid services remaining on the account must be redeemed within 60 days of the membership cancellation date. Prepaid services remaining after the 60-day period will expire and are non-refundable. 

  Global prepaid services may be used at any MassageLuXe/FaceLuXe location nationwide during the 60-day period. Local prepaid services must be used at the location where they were issued. 

  3. Family Membership Eligibility

  A Family Membership is available to immediate family members who reside in the same household. Picture ID or another form of identification is required at enrollment to confirm that the primary and add-on members reside in the same household. The add-on member must enroll at the same Spa as the primary member. 

  4. Sharing Services

  The Family Membership is the only monthly plan that allows prepaid services to be shared between members. To share prepaid services, both members must live in the same household and be enrolled on the same Family Membership. Prepaid services may only be shared between the members listed on the Family Membership. They cannot be shared with other people in the household or anyone outside the membership. No other membership plan allows prepaid services to be shared. 

  5. Merging Memberships

  Two members may merge their memberships into a Family Plan only when both accounts are active, in good standing, and have no remaining service credits. 

  6. Right to Refuse Service

  MassageLuXe/FaceLuXe reserves the right to refuse or discontinue a member’s service and/or membership for any reason. 

  7. Rollover and Cancellation

  Members may roll over unused prepaid services to the following month while their membership remains active and in good standing. Upon cancellation of a month-to-month membership, unused prepaid services are non-refundable and must be redeemed within 60 days of the membership cancellation date. Any prepaid services remaining after the 60-day period will expire. 

  Global prepaid services may be used at any MassageLuXe/FaceLuXe location nationwide during the 60-day period. Local prepaid services must be used at the location where they were issued. 

  8. Global and Local Prepaid Services

  Membership privileges and Global prepaid services are accepted at all MassageLuXe/FaceLuXe locations in the United States and are added to the member’s account once monthly dues are paid in full. Local prepaid services may be purchased a la carte at a discounted member rate and are redeemable only at the location where they were purchased. 

  9. Referral Credits

  When a member refers a new client to MassageLuXe/FaceLuXe, the member receives a complimentary Local prepaid service after the new client completes and pays for their service. The credit may be used only at the Spa where the new client checked out. 

  10. HydroLuXe Benefit

  MassageLuXe/FaceLuXe members receive one 15-minute HydroLuXe session per day as part of their membership. This benefit may be redeemed at any MassageLuXe/FaceLuXe location nationwide. HydroLuXe sessions are available on a first-come, first-served basis; appointments are not accepted. 

  11. Retail and Waxing Discount

  All memberships include 15% off skincare products, retail items, and waxing services. Not all MassageLuXe/FaceLuXe Spas offer waxing. 

  12. Monthly Billing

  All active, non-Paid in Full memberships continue to bill monthly whether or not the member uses their prepaid service credits. Unused prepaid service continue to roll over while the membership remains active and in good standing. 

  13. Paid in Full Memberships

  Paid in Full Memberships are non-refundable and expire on the exact expiration date shown on the billing agreement. There is no 60-day grace period after the expiration date to use remaining services. 

  14. Gifting a Service

  A member may gift one hour of a Standard Massage or LuXe Facial at any time for a $20 transfer fee. The fee may be paid by the member when gifting or by the recipient when redeeming. Each individual guest may redeem one gifted certificate every six months. Gifted certificates expire 60 days from the date of issue and must be redeemed before the expiration date. 

  15. Couples Massage

  A member may schedule the couple massage room at no additional room charge 

  16. Plan Changes

  A member may downgrade or upgrade their membership at any time. 

  17. Using Accumulated Service Credits

  Members with an abundance of prepaid services may choose to downgrade to an Express or HydroLuXe Membership. These plans allow members to pay a reduced rate while using accumulated service credits. Freezing is not recommended for this purpose because built-up prepaid service cannot be used while the membership is frozen. 

  18. Questions

  Members with questions or concerns about their membership may contact management at their home Spa or contact MassageLuXe through MassageLuXe.com. 

• Non-Discrimination Policy

• All MassageLuXe Spas are required to treat all people with dignity and respect. We do not discriminate based on race, color, religion, sex, gender identity, pregnancy, national origin, disability, political affiliation, marital status, membership type, age, sexual orientation, etc.