Studio Policies

Making an appointment

The easiest way to book an appointment with any of our staff is to click on the online booking tab at the top right of the screen. From there you can choose the therapist you would like to work with and view their schedule. You may also email us at or call 518-952-1161 for help. 

To book an appointment you must:

Use a credit card to hold the appointment even if you are using a credit or gift certificate.

Fill out our online intake form/covid waiver 48 hours before your appointment. If your forms are not submitted on time your appointment will be subject to cancellation. 

Cancellation Policy

 To avoid a cancellation fee of 75% please make sure to cancel any  appointments 24 hours in advance of your scheduled session. Please note that certain sales, promotions, or programs as well as LAST MINUTE appointments may have different cancellation terms. Not showing up along with not calling will result in a 100% charge of your original appointment.  Please do let us know if you have an emergency.   Please do NOT text us as our system is not set up for that.  * Sanctuary Massage Staff reserves the right to cancel any appointment due to illness, bad weather or any other issue pertaining to clients or therapists safety. We will do our best to alert you as early as possible via email and to reschedule your appointment as quickly as possible.  **While we will always do our best to respect your request to work with a particular therapist we reserve the right to offer another therapist for an equal or similar service should your preferred therapist be unable to keep their scheduled appointment. 


Please see our Covid-19 Page for specific Covid related information

You Need to cancel your appointment should you be experiencing cold or flu like symptoms. Not only is this unsafe for others in the studio but massage during this time may actually make your symptoms worse. Please be advised that your session may be cancelled and rescheduled should your LMT become ill, or you show up for a session with an infection or cold/flu like symptoms. We will do our best to match you up with another therapist if you would like to keep your appointment, but this cannot be guaranteed. Please try to call ahead if  you are not feeling well before a session.

Winter Weather

 Bad weather is never fun to drive in, and white knuckles and tight shoulders will certainly ruin the effects of your massage session. Should you need to cancel your session within 24 hours due to bad weather, the normal cancellation policy will be waived and we will reschedule your session. With that being said, Sanctuary Massage also reserves the right to cancel and reschedule Massage appointments when there is bad weather or should there be unsafe conditions in our parking lot.

Late Policy

Please plan to arrive at your session on time. In most cases your allotted massage time begins when we start your massage. Should you be late we may need to shorten your session out of respect for the other clients scheduled after you. These sessions will still be charged full price. 

Should you arrive 15 minutes late, your massage therapist reserves the right to cancel your session. This will be considered a late cancellation.

Refund/Return Policy

We do not offer refunds on any of our massage services, memberships, gift certificates or packages for any reasons. Unused prepaid sessions are typically transferable and can be used by someone else. This must be approved.

Items in our retails section are not eligible for returns or refunds due to the personal nature of most of our products. Should you receive a product that is not working, damaged, or that you are otherwise dissatisfied with, please contact us right away to that we can rectify the situation as soon as possible. 

Booking your appointment with a gift certificate

Simply book your appointment online as normal for your service. You will be required to use a credit card to hold your appointment. This CC will not be charged when you present the Certificate or Voucher at the time of your appointment. Our booking system will ask if you are paying with a gift certificate, please say yes if this is the case. .


 Should you be using a voucher or Spa-finder gift Certificate we reserve the right to verify it prior to your session. We do not offer cash back in return.