Cancellation policy

At Serenity Touch Massage & Spa, we understand that life can be unpredictable. Our cancellation policy is designed to be fair to both our clients and our therapists, whose time is valuable. Please read the following guidelines carefully before booking your appointment.

1. Standard Cancellation Notice

We require a minimum of 24 hours' notice to cancel or reschedule any appointment without penalty. This allows us to offer the time slot to another client on our waiting list. Notice can be given by phone, email, or through our online booking system (if available).

2. Late Cancellation Fee

If you cancel or reschedule with less than 24 hours' notice, a late cancellation fee of 50% of the scheduled service price will be charged. This fee compensates the therapist for the time reserved exclusively for you. For example, if you had booked a 60‑minute Swedish massage at $90 and cancel two hours before the session, you would be charged $45.

3. No‑Show Policy

If you do not arrive for your appointment and do not provide any prior notice, this is considered a no‑show. In such cases, you will be charged the full price of the scheduled service. Repeated no‑shows (two or more) may result in the requirement to prepay for all future bookings.

4. Late Arrivals

We encourage you to arrive 10 minutes before your session to complete any necessary paperwork and begin relaxation. If you arrive late, your session may be shortened to accommodate the next client. Regardless of the shortened time, the full session price will apply. If you are more than 15 minutes late without notice, we reserve the right to treat your appointment as a no‑show.

5. How to Cancel or Reschedule

To cancel or reschedule, please use one of the following methods:

• Phone: Call us at (512) 382-7491. If we are unable to answer, leave a voicemail with your name and appointment time — the timestamp of your call will be honored.
• Email: Send an email to [email protected]. Please include your full name, appointment date, and time in the message.
• Online: If your booking was made through our website, you may be able to manage it via the confirmation email link (where available).

6. Emergencies and Exceptions

We recognize that genuine emergencies happen. If you face a sudden illness, family emergency, or other unforeseen critical situation, please contact us as soon as possible. We evaluate exception requests on a case‑by‑case basis and may waive or reduce the cancellation fee at our discretion. Documentation may be requested.

7. Prepaid Packages and Memberships

If you have a prepaid package or monthly membership, the same cancellation rules apply. For late cancellations or no‑shows, we will deduct the session from your package or charge the applicable fee. Membership sessions do not roll over to the following month, so we especially encourage you to manage your bookings carefully.

8. Group and Couples Bookings

For couples massage or group bookings (three or more people), we require 48 hours' notice for cancellation or rescheduling. The late cancellation fee for these appointments is 50% of the total booking price, and no‑shows will be charged the full amount. This extended notice helps us coordinate multiple therapists' schedules.

9. Changes to This Policy

We may update this Cancellation Policy from time to time. Any changes will be posted on this page, and the effective date will be revised. By booking an appointment after a policy change, you agree to the updated terms.

10. Contact Us

If you have questions about this policy or need to discuss a specific situation, we're here to help:

Serenity Touch Massage & Spa
3801 N Capital of Texas Hwy, Suite 200
Austin, TX 78746
Phone: (512) 382-7491
Email: [email protected]