By booking a service with us, you fully agree to the following policies, with or without a form filled out. 

Cancellation Policy

 

Cancellations made less than 24 hours before the appointment will be charged 100% of the service cost.

There is no charge for appointments rescheduled or cancelled more than 24 hours in advance.

 

Please note that inappropriate behavior of any kind will result in the immediate termination of your session and will be treated as a same-day cancellation, with the full service fee charged.

Massage therapy and all spa services are for relaxation and therapeutic purposes only. Any sexual insinuation, joke, gesture, conversation, or request will result in a refusal of future services, and in serious cases, a report may be filed with local authorities.

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Right to Refuse Service

Zen Serene Spa reserves the right to refuse or discontinue service if a client behaves in a manner that is abusive, inappropriate, unsafe, or prevents our team from providing a professional and relaxing environment for other guests.

We ask that all clients treat our staff with respect and professionalism, and you will always receive the same in return.

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Appointment Rescheduling Policy

- We understand that plans can change. You are welcome to reschedule your appointment with adequate notice.
- Clients who reschedule the same appointment three (3) times or more will be charged a $50 rescheduling fee before a new appointment can be confirmed.
- This policy helps us protect appointment availability for other clients and our practitioners’ schedules.

 

First-Time Client Discount

* Our 10% New Client Discount is valid once per customer.
* The discount applies to facial services and Japanese Head Spa services only.
* The discount cannot be combined with any other promotions, packages, memberships, or special offers.
* The discount has no cash value and cannot be applied to previous purchases.

Get 10% off your first service: Effective December 1st, 2025. This offer does not apply to Massages, Packages, Botox & Filler, IV Therapy, or PRP Therapy. It cannot be combined with any other promotions or discounts.

 

In accordance with the Alberta Consumer Protection Act, all monetary gift cards are considered prepaid purchase cards. Monetary gift cards are non-refundable, have no cash value, and do not expire. These gift cards may be redeemed toward services available at the time of booking. While no expiration date applies, we recommend redemption within six (6) months of purchase to ensure availability, current pricing, and optimal service experience.

 

Gift certificates purchased for a specific service or package (non-monetary value) are not considered prepaid purchase cards and may include an expiry date, which will be clearly disclosed at the time of purchase. Upon expiration, service-specific gift certificates are deemed fully redeemed and hold no remaining value. Expired certificates cannot be refunded, extended, replaced, or converted into a monetary gift card.

 

All gift cards and gift certificates are non-refundable, non-transferable, and cannot be redeemed for cash. Lost, stolen, or damaged gift cards or certificates will not be replaced. Prices, services, and packages are subject to change without notice.