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

• As used below, “active” means a member who has a valid membership agreement in good standing.
• There will be times when you would like to freeze your membership due to extenuating circumstances such as extended illness, military leave, or temporary relocation. When a membership is frozen, a member may not use their accrued in-store credit (given in the form of “LuXe Bux”), membership benefits or accrued membership services (massages or facials) for the duration of the freeze period. A member may freeze by contacting a Spa in person, via phone call or certificated letter. Upon request a front desk associate can send a freeze form via email that must be completed and submitted within 48 hours of being sent. If not
  completed there will be no change to the membership and the member’s full dues will continue to be billed.
• A minimum of one full membership dues payment must have been made before a membership is eligible to be frozen. Memberships must also be in good standing (active) to freeze or unfreeze the account.
• Memberships are frozen indefinitely until a request to unfreeze is submitted. You may freeze or unfreeze at any MassageLuXe Spa. While a member is frozen, they will be drafted $5.00 per month until they re- activate or discontinue their membership. All their $5.00 drafts will accrue as in-store credit, also known as “LuXe Bux”, for the member to use towards full monthly membership dues when re-activating their account, and can also be used to pay for everything in the “home Spa” except gratuity and to purchase gift cards, once the membership account has been unfrozen. The in-store credit is non-refundable and non- transferrable from client to client. Cancellation of your membership will result in a loss of all accrued in-store credit (LuXe Bux). Services will be good for 60 days from your last billing date after cancellation, unless paper certificates* are requested.
  *Upon cancellation of a membership, if the member(s) has any pre-paid services remaining on their account they have 60 days from their last billing date to use their remaining services. The member can choose to leave the services on their account and use them at any location nationwide, OR they can choose the option to receive them all in the form of paper certificates. The paper certificates can only be used in the home Spa of the former membership. If the former member redeems the certificates within the 60-day grace period of the cancellation, then there is no additional charge to the member. The former member may also choose to gift out the certificates as each one represents one hour of a standard massage or a LuXe facial. Any client can use one pre-paid gift certificate every six months for the cost of $20. This also applies to the former member if attempting to redeem the gift certificates outside of their 60-day window from their last billing. The former member may redeem one at the cost of $20 every 6 months. All pre-paid gift certificates have an expiration of exactly 6 months from the date of issue.
• Memberships may be unfrozen at any time with a request to any MassageLuXe Spa. When a member unfreezes, their draft date will change to the present day and a full monthly draft will be collected.
  

  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 contacting their “home Spa” and completing online cancellation form within 48 hours. If not completed and submitted the member’s full dues will continue to be billed. Upon approved membership cancellation, members will no longer accrue charges from MassageLuXe/ FaceLuXe and agree to forfeit any accrued membership services or packages on their account after 60 days from their last billing date, unless the member requests paper certificates* instead.
  *Upon cancellation of a membership, if the member(s) has any pre-paid services remaining on their account they have 60 days from their last billing to use their remaining services. The member can choose to leave the services on their account and use them at any location nationwide, OR they can choose the option to receive them all in the form of paper certificates. The paper certificates can only be used in the home Spa of the former membership. If the former member redeems the certificates within the 60-day grace period of the cancellation, then there is no additional charge to the member. The former member may also choose to gift out the certificates as each one represents one hour of a standard massage or a LuXe facial. Any client can use one pre-paid gift certificate every six months for the cost of $20. This also applies to the former member if attempting to redeem the gift certificates outside of their 60-day window from their last billing. The former member may redeem one at the cost of $20 every 6 months. All pre-paid gift certificates have an expiration of exactly 6 months from the date of issue.

  About Your MassageLuXe/FaceLuXe Membership

• Members are required, per their membership agreement, to notify their home Spa of any change in credit card or account information on file prior to the next electronic funds transfer (EFT) date. Members are also required to notify their home Spa of any change of address.
• Memberships do not expire unless it is a Paid in Full Membership. You have the entire length of your membership to use your membership services if your account is not frozen and is in good standing. Any unused services will expire, should you elect to cancel your membership, after 60 days from the last billing date for all non-Paid in Full memberships, unless a request is submitted for paper certificates* to gift out.
  *Upon cancellation of a non-Paid in Full membership, if the member(s) has any pre-paid services remaining on their account they have 60 days from their last billing to use their remaining services. The former member can choose to leave the services on their account and use them at any location nationwide, OR they can choose the option to receive them all in the form of paper certificates. The paper certificates can only be used in the home Spa of the former membership. If the former member redeems the certificates within the 60-day grace period of the cancellation, then there is no additional charge to the member. The former member may also choose to gift out the certificates as each one represents one hour of a standard massage or a LuXe facial. Any client can use one pre-paid gift certificate every six months for the cost of $20.
  This also applies to the former member if attempting to redeem the gift certificates outside of their 60-day window from their last billing. The former member may redeem one at the cost of $20 every 6 months. All pre-paid gift certificates have an expiration of 6 months from the date of issue.
• A Family membership is defined as any immediate family member who resides in the same household. Picture ID or another form of identification is required upon enrollment in a Family membership offering, to ensure the primary and add-on member reside in the same household. The secondary membership (member added on) must join the membership in the same Spa as the primary membership (original member).
• The Family Membership is the only monthly plan that can share pre-paid sessions with another person living in the same household. No other membership plan will be entitled to share pre-paid sessions.
• Two members may merge their memberships into a Family Plan only if both members are in good standing, active, and neither membership accounts have any remaining service credits.
• MassageLuXe/FaceLuXe has the right to refuse or discontinue any member’s service and/or membership for any reason.
• Members may rollover any unused services to the following month. Upon termination of your month to month membership, accumulated member services expire, and are non-refundable after 60 days from
  the last billing date, unless a request was submitted to receive the pre-paid services in the form of paper certificates*.
  *Upon cancellation of a membership, if the member(s) has any pre-paid services remaining on their account they have 60 days from their last billing to use their remaining services. The member can choose to leave the services on their account and use them at any location nationwide, OR they can choose the option to receive them all in the form of paper certificates. The paper certificates can only be used in the home spa of the former membership. If the former member redeems the certificates within the 60-day grace period of the cancellation, then there is no additional charge to the member. The former member may also choose to gift out the certificates as each one represents one hour of a standard massage or a LuXe facial. Any client can use one pre-paid gift certificate every six months for the cost of $20. This also applies to the former member if attempting to redeem the gift certificates outside of their 60-day window from their last billing. The former member may redeem one at the cost of $20 every 6 months. All pre-paid gift certificates have an expiration of exactly 6 months from the date of issue.
• Membership privileges and “global” pre-paid services are accepted at all MassageLuXe/FaceLuXe locations in the United States and are placed on a member’s account upon the paying of their monthly dues in
  full. “Local” pre-paid services can be purchased a la carte from any MassageLuXe/FaceLuXe location at a discounted rate for all members, but these pre-paid services are only redeemable at the location the member purchases them from.
• Every new client to MassageLuXe/FaceLuXe that a member refers entitles the member to receive a free service credit to use towards services at the Spa the new client checked out at only. This credit is added to their account once the new client has finished their service and paid in full. The prepaid service credit is referred to as a “Local” service credit because it is Spa specific.
• MassageLuXe/FaceLuXe members receive a daily 15-minute session on the “HydroLuXe” table as a part of their membership. They can go to any MassageLuXe/FaceLuXe location nationwide to redeem their daily session. No appointments are taken for the “HydroLuXe” and it is first come, first serve.
• 15% off skincare products, retail and waxing services is also included with all memberships.
• All memberships continue to bill monthly for all active, non-Paid in Full memberships, whether the member uses their pre-paid service credits or not. Unused service credits will continue to roll over if the membership is active and in good standing.
• 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 to allow the use of the remaining services once the expiration date has passed.
• An active MassageLuXe member may gift 1 hour of standard massage, or a LuXe facial every 6 months. The gifted service is only valid at the location of issue and will cost $20 upon redemption by the recipient.
• A member can always schedule a couple’s massage session with no additional room charge.
• A member can choose to downgrade or upgrade their membership at any time.
• There may be times a member has an abundance of service credits and would like to “catch up” by downgrading to the “Express” or “HydroLuXe” memberships. These both allow the member to pay a heavily discounted rate while they use as many service credits as they would like while on either plan. The “Freeze” option is not recommended in this situation because while on freeze the member may not use any built of service credits.
• If you have any questions or concerns regarding your membership, you may contact the management at your “home Spa” or contact us directly 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.