cancellation policy

Welcome to Elixir Organic Spa. 

We are a small boutique spa and during busy times space can be limited. In order to provide you and other clients with excellent customer service and access to appointments during peak times, we have a firm 24-hour cancellation policy.  

Kindly review the booking and cancellation information below. Please note that by booking an appointment you are accepting the conditions of our cancellation policy. We really appreciate your business and hope you have a positive experience booking with us. If you have any questions or concerns, please call us at (416) 203-5261.

Arriving

Please arrive 15 minutes early for your face or body treatment. This will give you plenty of time to check in, use the restroom, fill out any necessary forms and enjoy our delicious organic teas. Arriving late will rob you of precious treatment minutes as each session will be finished exactly on time as a courtesy to the next client. Note: If your appointment is first thing in the morning, you don't need to arrive early.

We fully understand that sometimes being late is outside of your control. We will always do our best to accommodate late arrivals by performing the most complete treatment possible in the time remaining. Unfortunately, arriving too late to perform a service will result in full charges (equivalent deductions from gift certificates) without the opportunity to reschedule. 

We recommend that you plan ahead for your visit to our spa. We'll be happy to answer any questions you may have about our location, parking, dining options and etc...

 Booking by phone

Appointments

When booking by phone, you will be asked to provide a valid credit card number to reserve your appointment. Please note that no charges will be made to your credit card until your service is completed (unless you cancel with less than 24 hours notice). Upon completion, you'll be able to pay for your services with your choice of Visa, MasterCard, debit or cash. We do no accept American Express. If you don't have a credit card, you can pre-pay for your services in cash (24 hours in advance) to hold your reservation.

Cancellations

If you need to cancel your appointment, please call us at (416) 203-5261 or email us (info@elixirspa.ca) at least 24 hours in advance. Since we turn away other clients to hold your reservation, any cancellations with less than 24 hours notice will result in full charges on your credit card (or the equivalent deduction from gift certificates). Groups of 3 or more people require 48 hours cancellation notice. Absolutely no exceptions can be made to our cancellation policy because we often schedule and pay therapists to come in especially for your appointment.

Illness

We realize that sometimes a sudden illness can prevent you from giving 24 hours cancellation notice (48 hours for groups). In this instance, your credit card will be charged only 50% of your total service (equivalent deduction from a gift certificate). This money is used to compensate your therapist, who set aside her valuable time for your appointment.

Appointment Reminder by Email and/or Text Message

Please let us know if you need help remembering your appointment. We now offer appointment reminders by email and/or text message on your cell phone 48 hours in advance. If you opt to receive a text message, please check to make sure you are subscribed to receive email to cell phone communications. 

Booking online

Appointments

Our convenient online reservation system allows you to book appointments instantly, day or night. Please note that when you book online, your credit card will be charged immediately. Currently, our reservation system does not allow for promotional gift certificates (such as $25 Birthday Gift Certificate) to be redeemed online. Please call us over the phone to redeem this.

Online Cancellations

We have made canceling and rescheduling your online appointment very easy. All services from our regular menu can be cancelled or rescheduled within 24 hours by selecting "online reservations" and then "cancel my appointment" or "reschedule my appointment". In case of a cancellation, your credit card will be refunded the full value of your service.

Canceling with Less Than 24 Hours Notice

Our online reservation system will not allow an appointment to be cancelled or rescheduled with less than 24 hours notice. Missed or forgotten appointments cannot be cancelled or rescheduled. If you missed your appointment due to an illness emergency, we will gladly issue a credit note for 50% of your total service. Please call us or drop by and we'll be happy to arrange a credit note for you.

Special Web Price

Reservations using the Special Web Price must be made 14 days in advance and cannot be cancelled or rescheduled. If your schedule is unpredictable, and you may need to cancel your appointment unexpectedly, please select services from our regular menu which have a flexible 24-hour cancellation option. For your convenience services booked at the Special Web Price can be transferred to another person.

Appointment Reminder by Email/Text Message

If you booked your appointment online, you will automatically receive an email reminder 48 hours in advance of your scheduled service(s). You will have the option to confirm, reschedule or cancel your appointment at that time. If we don't receive a confirmation, another courtesy reminder will be emailed to you 24 hours in advance of your scheduled service(s), after which time services cannot be cancelled or rescheduled. For this reason, kindly provide us with an email address that you check on a regular basis.

Please note: if you don't check your email regularly, we highly recommend that you opt to receive a reminder for your appointment by text message in addition to email. Simply select "Text Message Reminder" when prompted to do so during the reservation process.