Spa Policies & Etiquette
It’s important to understand that when forgetting or cancelling appointments without giving enough notice, businesses lose the opportunity to fill that appointment time, and other clients waiting for appointments miss out on receiving services. For the benefit and respect of all our clients and professionals, booking appointments at Serenity Salt Spa are subject to the following terms:
Scheduling & Appointment Policies
Serenity Salt Spa – Appointment & Scheduling Policies
Scheduling & Appointments
At Serenity Salt Spa, we strive to provide the best wellness experience for every guest. To ensure fairness and smooth operations, please review the following policies:
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Appointments Required: All services require an appointment. Booking in advance is recommended to secure your preferred date and time.
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Credit Card Requirement: A valid credit card is required at the time of booking to hold your reservation. Please have it ready when calling or booking online.
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Group Events & Private Parties: A 50% non-refundable deposit is required to secure your date and time.
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Arrival Time: Arrive at least 10 minutes early to allow for check-in, preparation, and relaxation. Late arrivals may result in shortened services to avoid delays for other guests.
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Walk-Ins: Walk-ins are welcome based on availability but are not guaranteed.
Scheduling Guidelines | To ensure an optimal experience for all clients:
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Appointments may be scheduled online or by phone.
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Early booking is recommended to secure preferred dates and times.
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Certain appointments, including group events and special services, may require a deposit.
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Late arrivals may result in a shortened treatment to accommodate other guests.
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Cancellations or changes require at least 24 hours’ notice to avoid fees.
Credit Card on File Policy
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A valid credit card is required to reserve all appointments.
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Your card will only be charged if you fail to adhere to Serenity Salt Spa’s cancellation, rescheduling, late arrival, or no-show policies.
Cancellation, Rescheduling, Late Arrival & No-Show Policies
At Serenity Salt Spa, your appointments are reserved especially for you. We understand that sometimes schedule adjustments are necessary; therefore, we respectfully require 24 hours’ notice for all cancellations or rescheduling to ensure fairness to other clients and proper compensation for our staff.
Late Arrival Policy
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If you arrive late, your session may be shortened to avoid impacting other guests’ appointments.
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You are still responsible for the full price of the scheduled service.
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Arrivals more than 15 minutes late may require rescheduling, and the cancellation fee will apply.
Cancellation & Rescheduling
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24-Hour Notice Required: Cancellations or reschedules must be made at least 24 hours before your appointment.
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No Charge: Appointments cancelled 24 hours or more before the scheduled time incur no fees.
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Late Cancellations: Cancellations or reschedules made less than 24 hours before the appointment will be charged 50% of the service fee, which must be paid before scheduling your next appointment.
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Payment Options: Cancellation fees may be paid over the phone, in person, or via a secure texted payment link. (A 3% service charge applies to payment links).
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Same-Day Cancellations & Bookings: These will be charged 100% of the service fee.
Multiple Services Cancellation Policy
For appointments with multiple services:
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48-Hour Notice Required: Cancellations or reschedules require at least 48 hours’ notice to avoid fees.
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Late Cancellations: Appointments cancelled within 48 hours incur a 50% charge of the total scheduled services.
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No-Shows or Same-Day Cancellations: Charged 100% of the total service cost.
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Late Arrivals: May result in reduced service time or cancellation fees for all scheduled treatments.
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Deposits: Non-refundable for multiple service appointments.
No-Show Policy
Individual Appointments
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Failure to arrive without notice will result in a 100% charge of the service booked.
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Any required deposits will be forfeited.
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No-shows or same-day cancellations are charged 100% of the service fee.
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Repeat no-shows may require prepayment for future services or restrict booking privileges.
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After two no-show appointments, clients must prepay for all future bookings.
Group Bookings & Events
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No-shows for group events are charged the full event balance.
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Guests who fail to attend after confirming will be counted toward the final bill.
Membership Appointments
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Missed appointments without notice will result in forfeiture of that session.
Rescheduling Policy
We understand that unexpected situations may arise. To help maintain fairness and proper scheduling:
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24-Hour Notice Required: All rescheduling requests must be made at least 24 hours in advance.
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Courtesy Reschedule: Clients are allowed one courtesy reschedule with less than 24 hours’ notice at no charge.
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Same-Day Rescheduling: Will incur a $25 rescheduling fee.
How to Cancel or Reschedule
If you need to cancel or reschedule your appointment, please contact us as soon as possible:
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If calling outside of business hours, leave a voicemail. Your request will be timestamped when received.
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Emails received outside of business hours will also be timestamped upon receipt.
Prompt communication helps us accommodate other clients and ensures your appointment can be properly managed. Phone: 443-640-6020 | Email: relax@serenitysaltspa.net
Reasons for Refusal
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Inappropriate, disruptive, abusive, or harassing behavior toward staff or other clients.
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Arrival under the influence of drugs or alcohol.
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Contagious illnesses or conditions that risk others’ health.
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Non-compliance with spa policies, hygiene standards, or treatment guidelines.
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Repeated violations of scheduling, cancellation, no-show, or late arrival policies.
Additional Information
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Services may be refused or terminated at any time if behavior or conditions are unsafe or disruptive.
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Inappropriate conduct may result in immediate dismissal and prohibition from future bookings.
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Deposits or payments for refused appointments due to guest misconduct are forfeited.
Gift Certificates & Gift Cards Policy
At Serenity Salt Spa, we offer clients the option of monetary gift cards or hand-written gift certificates to provide a personalized and thoughtful gifting experience. Please review our policies to ensure a smooth and enjoyable experience for both the giver and recipient.
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Gift cards and certificates may be purchased in the spa or online.
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All purchases are final sale. Gift cards and certificates cannot be refunded or redeemed for cash.
Usage Restrictions
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Gift cards may only be used toward spa services.
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They cannot be used for retail purchases, events, parties, workshops, classes, or memberships.
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They cannot be applied to discounted services, specials, packages, or other gift cards.
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Gift cards cannot be combined with any other introductory offers, promotions, coupons, loyalty points, or free services.
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Cannot be used for gratuities.
Redemption:
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Gift Certificate or Gift Card must be presented at the time of service.
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Valid ID is required at the time of redemption.
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Lost or stolen certificates cannot be replaced—no exceptions.
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No refunds.
Restrictions & Additional Policies
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Serenity Salt Spa reserves the right to verify all gift cards and certificates prior to redemption.
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Gift cards issued by third-party vendors (e.g., Spa Finder) must be mentioned at booking; failure to do so may result in a processing fee at checkout.
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Serenity Salt Spa is not responsible for third-party processing issues or declines with external gift card or credit card providers.
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Not valid toward previously purchased services.
Service Price & Payment Policy
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Gift cards purchased for a specific service are valid at the price paid for 180 days (6 months) from the purchase date.
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After 180 days (6 months), if service prices increase, clients are responsible for paying the difference at the time of their appointment.
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Once a service is paid for by cash or credit card, Serenity Salt Spa does not offer refunds to exchange the payment for a gift card or certificate for that service.
Spa Finder, Spa Week & Wellness 365 Gift Card Policies
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Notification at Booking: You must mention the use of a Spa Finder/Spa Week/365 gift card when scheduling your appointment. Failure to do so will result in a 5% processing fee at checkout. No exceptions.
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One Gift Card Per Visit: Only one (1) Spa Finder/Spa Week/365 gift card may be used per visit.
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Standard Processing: A 3% processing fee applies to all Spa Finder/Spa Week/365 purchases.
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Manual Entry: A 5% processing fee applies to Spa Finder/Spa Week/365 gift cards that require manual keyed entry.
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Automatic Processing Required: Spa Finder/Spa Week/365 cards that do not process automatically will not be accepted for payment, and another form of payment will be required.
Membership & Package Policy
Serenity Salt Spa offers memberships and packages to help clients prioritize wellness while enjoying flexibility and savings.
Membership Policy
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Benefits: Exclusive pricing, priority booking, and wellness perks as outlined in your tier.
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Billing: Monthly, auto-renewing unless canceled in writing.
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Cancellations: Minimum of 30 days’ notice via email to relax@serenitysaltspa.net.
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Pausing Membership: May be placed on hold for one billing cycle with advance notice (illness or travel).
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Unused Sessions: Must be used within the billing cycle; sessions do not roll over unless specified.
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Non-Transferable: Memberships and benefits are valid only for the named member.
Package Policy
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Pre-Paid Packages: Must be paid in full at purchase; valid for 12 months unless otherwise stated.
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Expiration: Unused services expire after 12 months and are non-refundable.
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Sharing Packages: Only allowed if explicitly designed as shared/family packages.
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Refunds: Packages and memberships are non-refundable.
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Service Exchanges: Package services cannot be exchanged for other services.
Additional Notes
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Booking: Advance booking is recommended for members to secure preferred times.
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Late Cancellations & No-Shows: Same as standard cancellation policy; missed sessions are deducted from package or membership balances.
Deposit Policy
To provide all guests with optimal scheduling and to respect our team’s time, deposits are required for select services and events.
Standard Appointments
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Deposits may be required for high-demand or extended services.
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Deposits are applied toward your final balance at checkout.
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Deposits are non-refundable for cancellations made with less than 24 hours’ notice or for no-shows.
Group Bookings & Private Events
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A 50% non-refundable deposit is required to secure all group events, spa parties, and private bookings.
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Your event date and time are not confirmed until the deposit is received.
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Final guest counts and remaining balances are due before the event, as outlined in your contract.
Cancellation Impact
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Deposits are forfeited for missed appointments or insufficient notice, per the Cancellation Policy.
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Deposits may transfer to a rescheduled appointment if adequate notice is given, subject to availability.
Return & No Refund Policy
We are committed to providing exceptional services and wellness products. Please review our policies carefully.
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Credit card processing fees will be deducted from the payment amount before processing all refunds
Services
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All spa services, including appointments, packages, and memberships, are non-refundable once purchased or performed.
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If dissatisfied with a service, notify management before leaving so we can address concerns promptly.
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Spa credit may be issued at management’s discretion; no cash or card refunds will be provided.
Retail Products
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All product sales are final.
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Opened, used, or damaged products are not refundable.
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Unopened, unused products in original packaging may be exchanged within 7 days of purchase for spa credit or a product exchange.
Memberships & Prepaid Packages
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Membership fees, packages, and prepaid services are non-refundable.
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Packages are valid for the specified time period; unused sessions expire and cannot be refunded.
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Membership benefits and sessions may not be refunded, but may be paused with management approval in certain circumstances.
Complaint & Redo Policy
Your satisfaction is our priority. If you are unsatisfied with a service, please follow these guidelines:
Service Concerns & Complaints
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Notify management before leaving the spa to address issues promptly.
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Formal complaints must be submitted within 24 hours of your appointment to be eligible for review.
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Complaints can be submitted in person, by phone at 443-640-6020, or via email at relax@serenitysaltspa.net.
Thank you for respecting our policies and helping us maintain a smooth, relaxing experience for all clients.
Spa Etiquette
SPA LOBBY AREAS
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While in the Spa, voices must be kept at a low tolerable level, out of respect to other Clients currently in sessions.
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No outside food or beverages are allowed in the Spa at any time; including but not limited to water bottles, sodas, coffees, etc. No outside alcohol is allowed in the Spa at any time
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There is to be NO TOUCHING of any of the salt decorations throughout the spa, including in the salt rooms (such as; salt bricks, boulders, etc.)
SALT ROOM:
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The adult salt room is a "community room", and holds up to 12 clients per session. Sessions are a time for relaxing, meditating, and napping, that's way we have a strict "no-talking" policy during each session. Should your session be interrupted by others, please come out of the session and ask a salty staff member, to assist in remedying the situation. As there are NO refunds or reschedules provided.
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Please refrain from wearing perfume, cologne, or heavy scented lotions when coming in for salt therapy
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Clients are '; permitted to take any electronic devices into the Salt Rooms whatsoever; such as cellphones, apple watches, etc. Along with but not limited to purses, shoes, and food. If caught trying to sneak these items in you will be asked to place them in a secured locker, if refused, you will be asked to leave & forfeit any money paid.
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Kids Salt Room, there is to be ABSOLUTELY NO TOUCHING of the generator inside the room, no horseplay or roughhousing, and NO throwing of salt, toys, etc. Should we hear loud noises coming from the salt room, we will interrupt your session to see what is going on, if ANY of the above rules have been broken you will be asked to leave your session and forfeit any monies paid.
CHILDREN:
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Must be supervised at all times while in the spa, which includes, but not limited to; quiet voices, no running,
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No touching of products, equipment, décor, etc. Should unacceptable behavior be observed, you will be asked to leave your scheduled service and forfeit all monies paid.
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There is NO changing of diapers of any sort, at times allowed anywhere in the spa, except bathrooms. Should you be caught changing diapers, you will be asked to leave with no refunds.
Workshops, Classes, Parties & Private Events
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All events, classes, and workshops require pre-payment. No Exceptions.
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No refunds on workshops, classes, and events, due to limited space.
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Gift Certificates, Spa Credits, Specials, Coupons, etc., may not be used for events of any type.
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Serenity Salt Spa reserves the right to cancel or reschedule any class, workshop or event at any time. Credits will be issued for spa and host cancelled and/or rescheduled event. Credits are valid for 30 days following the date issued.
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Private Parties and Group Events Damages: Any damages made to the Spa by party-attending guests, the cost of repair, replacing, and/or cleaning, will be the full responsibility of the hosting client. Items include, by not limited to furniture, rugs, decorations, equipment, products, and all items in connection with the salt room(s).
Why are there Cameras in the Spa?
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As many sessions are public, we felt it our obligation that prevention is better than cure. Cameras deter bad behavior, and we are of the opinion that cameras are in the best interest of our client’s safety. All cameras are covered when private, class, and workshop sessions are held and the voice recording is switched off.
Serenity Salt Spa is committed to providing reasonable accommodations to its clients to ensure that people with disabilities enjoy equal access to all services provided. Serenity Salt Spa will process requests for reasonable accommodations and will provide reasonable accommodations where appropriate in an efficient manner.
Service Animals
Service Animals may be permitted to accompany you for your appointment, but you must first call the spa to allow the staff to make proper accommodations. Under MD Law, emotional support animals are not considered service animals.