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Policy and Procedures

Hair Stylist Orlando Florida | Massage Spa in Orlando Florida

Policy and Procedures

Cancellation Policy:

Life happens your boss calls you into work, a kid gets sick, or you have a flat tire, or some other unexpected event occurs and you cannot make your appointment. If you miss your appointment or have to reschedule within 24 hours of your scheduled appointment you will be charged 50% of the service fee.  This is not meant to be a punishment; its sole purpose is to provide compensation for the business and service provider. The service provider reserves their time and the treatment room for you. This fee is charged regardless of the circumstances, including cancelling due to Covid.

For Membership and Laser Hair Removal appointments that are cancelled or requested to reschedule within the 24 hour period, package/s will be pulled from your membership and/or laser accounts.

There is no fee when canceling an appointment due to bad weather such as hurricane or flooding in these situations, as we will not require our staff or clients to take unnecessary risks.

To cancel text or call us at 407-909-1011 or send an email to


You must have a valid credit card to book an appointment. The credit card will not be charged and you can pay how you like at the time of your service.

We will do our best to accommodate your schedule, but highly recommend booking in advance for any of our services.

Clients and Staff Must comply with state licensing and regulations as well as insurance guidelines, this means you will be asked to complete an intake form and consent to treat on your first visit, each visit on some services, and updated yearly. We ask that you arrive 5-10 minutes early to complete or update your forms.  We are able to email some forms and others are available online. Some treatments require before photos.

If you arrive late to your appointment the appointment will be shortened so the next guest will not be delayed, however you will still be charged for the full appointment.


Gratuities (Tips) are not included in our prices, but are very appreciated by our staff. The standard gratuity is 15%-20% of the cost of the service.

On Parties of 3 or more a 20% gratuity will be included.

As a spa guest, it is your responsibility to:

Communicate your preferences, expectations and concerns

Communicate complete & accurate health information, including reasons for your visit

Adhere to the spa’s policies and procedures

You have the right to:

A clean, safe and comfortable environment

Stop a treatment at any time for any reason

Be treated with consideration, dignity and respect

Trained staff who respectfully conducts treatments according to spa policies and procedures

Ask questions about your spa experience

Information regarding staff training, licensing and certification

Please be considerate of others:

Please turn off your cell phone or silence your calls, loud phone conversations in the lobby or treatment room will be asked to stop. Help us maintain a quiet space for all our clients.

Please understand on rare occasions noises beyond our control can be disruptive, our team always works hard to hold the space for each client to relax and unwind. It is never our intention for loud noises to take away from your time.

Customer Satisfaction

Our service providers and team are dedicated to what they do! If you are unhappy with the service please stop the session immediately and let the front desk know of the problem. Your satisfaction is important to us, if you have a complaint please notify us within 48 hours of your appointment.


As we continue with our stringent infection prevention protocols along with clear communication, visibility and consistency, the safety of our clients and our staff will always be our top priority.

Right to Refuse Service

We reserve the right to refuse or discontinue service to anyone demonstrating behavior that is perceived to be inappropriate or disruptive to our Spa atmosphere.

If you refuse to pay the cancellation fee you will no longer be allowed to schedule with Sanctuary Salon & Med Spa.

If you treat any of our staff in a disrespectful manner or make an inappropriate statement to them, future services will be refused

Gift Cards

Gift Cards are not refundable or redeemable for cash and may not be used to purchase a series, memberships, or with certain specials.

You must have your gift card present at the time of your service.

If you lose your gift card we make no guarantee that we will be able to locate it. You will be expected to provide the purchaser’s name, date of purchase, and the amount.

Spa Week & Spa Finder

Please allow us time to process these cards through their system, present your card before your service. If there is a complication with redemption you will need to pay for your service with a credit card or cash. Spa Week & Spa Finder gift cards cannot be used for the purchase of memberships, laser hair removal treatments, discounted services or tips but must be used for full prices services only.

HSA or Flex Spending

We do accept these cards it is your responsibility to use it to make purchases according to their terms and conditions.


All product returns must be unopened and accompanied by a store receipt or on your account purchases. Products will only be accepted within 15 days of original purchase.

Prices are Subject to Change:

Prices and Services are subject to change at any time.

Specials Pricing and Monthly Specials

Monthly specials, coupons and discounts cannot be extended. These are promotions meant to be used in a timely manner. Discounts/ Specials cannot be combined.


Children can be very disruptive to not only your time but other clients as well! We ask that you find child care for any child not receiving a spa treatment. Children cannot be left in the lobby.

No children are allowed for Laser Hair Removal appointments.  Children are not allowed in the treatment room during Laser treatments and cannot be left unattended in waiting room.  If you must bring your child with you for your laser hair removal treatments it is your responsibility to bring accompanying child care for the appointment.  Otherwise, treatment will be refused and you may lose the treatment from your package for the missed appointment.

What to Wear and How to Arrive:

Body Treatments: Undergarments you do not mind getting messy such assports bra and thong underwear.

Laser: Loose fitting clothes, sports bra, exercise shorts. (Please remember to shave the night before your laser hair removal treatment)

Laser on face: No Make-up please.  Tanning and self-tanners are prohibited.  If you have been in the sun or show evidence of sun tan or self-tanning, treatment will be refused and you may lose the treatment from your package.

Facials, Peels, Med Spa Facial Treatments: no makeup, if you forget we will remove it.

Massage: comfortable clothing

Wax Services: comfortable clothing

Hair Services: We ask that you change into the robes as provided by Sanctuary.  This is to prevent any color and/or bleach, as well as any products that may be used during your hair services from staining your clothes.