Spa Etiquette

Appointments & Cancellation Policy

Appointment times are reserved especially for you. If you must cancel your appointment, we would appreciate 24 hours notice. If you cancel less than 24 hours prior to your appointment, you will be subject to a cancellation fee. A credit card may be requested prior to rescheduling future appointments. Securing an appointment with Divine & Free indicates that you acknowledge these terms and agree to comply with our cancellation policy.

Arriving Early

Please arrive 15 minutes early to give yourself time to check-in, complete or update necessary forms, unwind, and start your treatment relaxed and on time.

Arriving Late

Sometimes circumstances prevent you from arriving on time. Please call the spa if you are running late. We will try to reschedule or adjust your appointment. If rescheduling or appointment adjustment is not possible, your treatment time will start and end as scheduled so that the next guest may enjoy their treatment. (Full charges will apply).

Cell Phones, Pagers, Jewellery & Children

This is your time! Thank you for turning off electronic devices, we believe Digital Detoxification in a large part of having a treatment done.
As we are a medical spa facility, we recommend young children do not attend the spa for safety considerations and to allow you and our other guests to enjoy the service to the fullest.
If you have a child 12 years or over that you would like to bring in for an appointment, please let us know at time of booking so we can ensure their first experience will last a lifetime.
Finally, you may want to leave treasured jewelry at home, as we cannot be responsible for lost or stolen items.

Comfort

Please be sure to tell us if there is anything we can do to enhance your experience. Whether it is in-room temperature, the amount of massage pressure or the music volume, please communicate your preferences or special needs.

Gift Cards

Divine & Free gift cards can be used for services, packages or products. This card has no expiry date, is non-refundable, non-convertible to cash and cannot be replaced if lost or stolen. Gift cards are transferrable. We offer both E-Cards as well as in store gift cards.
*Onyx gift cards cannot be used in conjunction with any promotional items such as discounted services/products, memberships, or alongside any other Divine & Free vouchers.

Gratuities

Divine & Free does not include gratuities but they are graciously accepted and appreciated.

Preferences

Should you have a technician or therapist preference please make sure to include the request at time of booking. Our team will gladly accommodate all requests made. Please note it may be harder to fulfill your request at peak hours and by booking in advance we can secure your preferred technician or therapists and time requests.
Our online booking program will allow you to select the technician of your choice.

Refund Policy

Divine & Free cannot provide refunds on any products purchased in our spa or services provided due to the personalized nature of these products/services. Unopened products can be exchanged with the original sale receipt within fourteen days of original purchase.

Respecting Other Guests

We are dedicated to maintaining a serene spa environment, one of tranquility and relaxation, so please respect other guests’ right to privacy and quiet.

Spa Communication

Please notify us at the time of booking of:

Allergies
Recent surgeries
Pregnancy
Any physical ailments including cardiac problems, epilepsy, cancer, or diabetes.

If you or anyone accompanying you is under the age of 16. All young adults and children over the age of 12 are welcome as spa guests. Parental permission, including health information is required in writing and the parent must remain in the therapy room during the service.
Unfortunately due to the nature of the spa and keeping the consideration of other guests in mind the spa is not suitable for infants or children under the age of 12.

Other

All our services are performed by licensed and certified personnel. Prices and services are subject to change without notice.