Cancellation & Refund Policy

3. Deposits

Deposit required. A deposit is required at the time of booking. The deposit amount varies by service and will be communicated at the time of booking.

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Application of deposit. Deposits are non-refundable and are applied toward the cost of your service at your appointment.

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Forfeiture. Deposits are forfeited in the event of a late cancellation, no-show, or removal as a late arrival under Section 2.

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Rescheduling. If you reschedule with at least 24 hours' notice, your deposit transfers to the rescheduled appointment.

4. Provider-Initiated Cancellations

If The Spa cancels or reschedules your appointment for any reason — including provider illness, equipment availability, weather, or facility issues — you will:

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• Receive a full credit to your spa account for the amount of any deposit paid and any package, membership credit, or gift card balance applied to the appointment, and

• Be offered priority rescheduling at no additional cost.

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No-show, late-cancellation, or late-arrival fees do not apply to provider-initiated cancellations.

5. VIP Membership

The VIP Membership is governed by the signed VIP Membership Agreement. The cancellation and termination terms summarized below are drawn from that Agreement; the signed Agreement controls in any conflict.

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Initial term. Membership requires a minimum commitment of three (3) consecutive months from the Membership Commencement Date. Membership may not be cancelled by the member during the Initial Term.

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Automatic renewal. After the Initial Term, Membership automatically converts to month-to-month and continues until properly cancelled.

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Member cancellation (after Initial Term). A member may cancel by providing written notice at least thirty (30) days before the next billing date, delivered to:

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• Email: info@thespalubbock.com

• Mail: The Spa by Sheena, 8713 Milwaukee Ave #200, Lubbock, Texas 79424

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Cancellation becomes effective thirty (30) days after we receive the written notice. All fees due during the notice period remain payable.

Failure to use Membership benefits does not relieve the member of payment obligations.

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Membership freeze / suspension. A member may request to freeze Membership for up to two (2) months per calendar year, with at least 30 days' prior written notice, subject to The Spa's sole discretion. After the freeze period, Membership automatically reactivates under the same terms.

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Suspension or termination by The Spa. The Spa reserves the right to suspend or terminate Membership at any time for non-payment, abuse of staff, violation of policies, or conduct deemed inappropriate, unsafe, or detrimental to The Spa's business.

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Failed payments. If a monthly payment is declined or reversed:

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• A $25 declined payment fee may be assessed

• Membership may be suspended until payment is received

• If payment remains unpaid for 30 days past due, The Spa may terminate the Agreement, assess a $100 cancellation/default fee, and forfeit any unused credits.

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Unused credits at cancellation. Rolled-over monthly credits are non-refundable and have no cash value. If Membership is terminated for non-payment or default, all unused credits are forfeited.

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Discount expiration. Member discounts expire 30 days after the last successful monthly payment.

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Registration fee. The one-time $100 registration fee paid at enrollment is non-refundable under all circumstances.

6. Service Packages and Series

Service packages and pre-paid series (e.g., a series of laser, microneedling, or facial treatments purchased together at a discounted rate) are non-refundable. Unused services in a package or series are not eligible for refund, store credit, or transfer to another individual, except where required by law.

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Packages and series may be applied only to the specific service for which they were purchased. Unused services do not expire unless expressly stated at the time of purchase.

7. Gift Cards

Gift cards are governed by the Gift Card Terms and Conditions, which provide that gift cards are non-refundable, do not expire, and may not be redeemed for cash. See the Gift Card Terms and Conditions for full details.

8. Retail Products

Unopened products: Sealed, unopened retail products may be returned for a full refund within 14 days of purchase, with proof of purchase.

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Opened or used products: Opened or used products are non-refundable, regardless of reason, except where required by law or where a product is defective.

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Defective products: If a product is defective, contact us within 14 days of purchase. We will work with you and the manufacturer to arrange a replacement or refund.

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How to return. Bring the unopened product and proof of purchase to The Spa during business hours. Refunds are issued to the original payment method.

9. Prepaid Medical Services — Medical Clearance

All medical services (including injectables, laser treatments, and other physician-supervised procedures) require a consultation and medical clearance prior to treatment. A prepaid medical service does not guarantee that the specific medical service will be performed.

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If the patient is determined not to be a candidate for a requested medical service for medical, safety, or clinical-judgment reasons:

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• The amount paid remains as a credit on the patient's spa account

• The credit may be applied toward any other eligible service or product

• The Spa's clinical decisions are final.

10. Refund Method and Timing

When a refund is owed under this Policy or required by law:

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• Refunds are issued to the original payment method

• Refunds typically post within 5–10 business days, depending on your bank or card issuer

• Refunds requested for purchases made more than 90 days prior may be issued as spa account credit at our discretion.