OUR POLICIES

We are a center that houses many different practitioners that are independent owners within our facility. We have chosen this so that we can provide our amazing clients superb skill sets under one roof. We operate by appointment only for services or product pick ups at this time, so our hours may vary to accommodate clients and practitioners. Please email, call or social media message us to set up.

We are typically open MON-SAT. Closed Sundays and most recognized holidays.  Most service providers offer a few nights a week for those that work until 5pm and Saturday options. Our email, voicemail & facebook/Instagram messaging is checked often. 

In fairness to our guests and staff, there are no exceptions to our policies.

 

Cancellation, Late Policies, Deposits & Purchases

  • Non-Deposit Appointments: Typically this is for a single service or services that are under 2hrs in length. If you cancel/reschedule within 24 hours of your appointment, you will be subject to a fee of 25% of the service total which will be added onto your next bill. We ask that you give us a minimum of 24 hours notice so that we have time to fill that space with clients that want in and our staff can adjust their work/personal life if their schedule changes.

  • If you no-show without any notice, you will be charged for 100% of your service. Subsequent last-minute cancellations, rescheduling or no-shows will result in a mandatory 25% deposit for all future appointments, and the cancellation fee must be paid before any future appointments can be booked.

  • Deposit Appointments: We have some lengthy appointments (or when you book multiple bookings that result in multiple hours booked) that require a card to pre-authorize and pay a 25% deposit due to the amount of time booked in the schedule. These appointments require any cancelling or rescheduling to be done prior to 48 hours of your appointment, otherwise you will forfeit your deposit and must place another deposit when you rebook with us.

  • Multiple appointments require deposits, if you wish to book with us, we will be asking for a 25% deposit, which will be taken off your total the day of your appointment.

  • If you are going to be late to your appointment, please call us (you may leave a voicemail if you don't reach us as we will check it).  If you are late, you will only receive your service for the remaining time in your appointment, unless we are able to accommodate the time difference, however, you will be charged for the full amount of the original service.  If you are so late that we are unable to properly accommodate your appointment for optimal results you will be subject to the 25% late cancellation fee. 

  • All deposits are non-refundable however they are transferable to any service you would like.

  • IF YOU NEED TO REACH US QUICKLY REGARDING YOUR APPOINTMENT PLEASE CALL 519-625-1100.


    General Policies

    • Children are welcome to visit the spa for services, as we have several services that accommodate our younger clients. However, we ask that they respect that they are in a spa/treatment environment. Which means quieter voices and sounds, depending on the age, younger ones should be staying with their guardian or parent in the room they are getting services in unless it is difficult or unsafe for the service provider to perform their duties. Older children can wait in our waiting room quietly and we have wifi that we can share with them.  We want to ensure that all our guests are able to have a relaxing experience, including you!

    • We don’t mind if you see other service providers within our center! In fact, it’s best if you are flexible with your service provider as it gives you more options for booking and we are just happy that you are staying with us!

    • From time to time, our service providers might be delayed; something unexpected might have arose during a treatment that we hadn't planned on,  for whatever reason we might be behind, please know that it is to ensure that we are trying to offer our clients the best service possible and we are so upset that we are behind ourselves. That said, we make every effort to ensure we remain respectful of your time, so please keep that in mind when you're attending your appointments to get the absolute best out of your time with us.

    • If you have an appointment but have several questions that you need answered before you begin, you can call us and we may be able to answer some of them over the phone or it may be best to book a free consultation ahead of time. This will ensure that we can address your concerns prior to your booked appointment, and then make the most out of the time you are paying us for.

     

    Group Policies

    • All group bookings are subject to a 25% deposit. Group cancellations or rescheduling require 5 business days notice otherwise the deposit is non-refundable. Individual within the group cancellations/rescheduling/appointment changes require 48 hours notice.

      Preparing for your Appointment

      For all appointments, please arrive approximately a minimum of 10 minutes prior to your scheduled appointment to fill out paperwork or update existing forms.

      The following services require paperwork to be filled out:

      HIFU treatments, Skin Sheek Clear treatments, ALL skin or facial treatments, Registered Massage Therapy, Holistic Treatments such as Reflexology, aroma-massage, Reiki. All Medi-Spa, Injectables.

      Prior Consultations are required for: HIFU treatments, Skin Sheek Clear, Injectables, treatments by our nurses,  some specialized skin treatments, Some specialized hair services. 

      If you wear contact lenses, please plan to remove them prior to or when you are here, for any facial (around eyes) treatments for your appointment.

      Nail (feet and hands) Services: It is important to let us know if you have existing Shellac/gel polish on your nails when you are coming for a nail appointment.  Removals are not included in our pricing/appointment times for original services and therefore must be booked as a separate service as it requires extra time booked. If you are unsure how to book just let us know!  If you arrive with led/uv gel polish on and didn't previously inform us or book the appropriate time needed to be removed, you will be charged for the removal and your scheduled appointment will be affected by the removal timing. Please also arrive a few minutes early to select your colour. We will have colour options available.

       

      GIFT CARDS

      At ORCHARD Wellness & Treatment Center, we always validate our gift cards for the original purchase price.  Our gift cards can be purchased to use for all services in any dollar denomination only, not for specific services, this allows you to choose to use them with any of our independent practitioners! Our gift cards never expire, but prices and packages are subject to change, waiting too long to use your gift card may result in the amount not being able to go as far. Gift cards are non-refundable.  Gift cards may be used towards any treatment, service or product  with us (unless otherwise stated on promos).  If used for a Registered Massage, a medical receipt will not be issued. Lost or stolen gift cards will not be replaced, they should be treated as cash.


      REFUND POLICY

      All gift cards, gift certificate, service purchases are non-refundable. We allow a 14 day money back guarantee on all UN-OPENED OR DAMAGE FREE PRODUCTS & PACKAGING, with receipt. We do not allow the third party sale of our gift cards. Any gift card being sold by any person or business that is not Orchard Wellness & Treatment Center or Orchard Valley Spa will be void. All funds are in Canadian dollars.

      Payment Methods: VISA, MasterCard, Debit, Etransfer and Cash.