Studio Policies

By booking an appointment with us, you agree to all of the following policies.

Making an Appointment

Online booking is available to both new and existing clients. Typically we are booking 3-5 months in advance and highly suggest booking ahead and with multiple appointments. New clients must book The Introductory Experience as their first massage. Appointments can be booked online or by calling 518-952-1161

All Appointments Must

• Have a credit card on file to hold your appointment. This is required even if you have a credit, plan to pay with cash, or use a gift certificate.

• Have a completed intake form on file in order for your appointment to be confirmed. A link to our intake will be sent to you via email. We use this to check for any possible contraindications, allergies and to make sure we are the best fit for your massage services.

Booking your Appointment with a Gift Certificate:

You will be required to use a credit card to hold your appointment. This CC will only be charged should you lose your gift certificate or violate our cancellation policy.  

 We are NO LONGER accepting Spa Finder or Spa Wellness gift cards. We are not responsible for what is posted on websites that we have not directly created ourselves. We do not offer cash back in return. Appointments may be made by contacting our studio directly or online using the ‘pay in person’ option. 

Refunds and Returns

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

Items in our retail 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 so that we can rectify the situation as soon as possible

Cancellation Policy

To avoid a cancellation fee of 100% of your appointment please make sure to cancel any appointments 48 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. Should you violate this cancellation policy when using a gift certificate the certificate will be redeemed and will no longer be valid. Please let us know right away if you have an emergency or have cold/flu/covid like symptoms. If you need to cancel your appointment last minute please do not text as our system is not set up for that. You can call, reply to your confirmation/reminder messages, or email us directly.

Sanctuary Massage Staff reserves the right to cancel any appointment due to illness, bad weather or any other issue pertaining to client's or therapist's safety. We will do our best to alert you as early as possible via email and to reschedule your appointment as quickly as possible.

Late Policy

Please be on time for your appointment. If you are running late, we may need to shorten your massage time out of respect for client scheduled after you. In this case you will be charged for the full length of the scheduled appointment. Should you arrive 15 Minutes or more past your start time, your appointment will be canceled and charged the full fee. 

Cold/Flu/Covid-19 Policy

You need to cancel your appointment should you be experiencing cold/flu or covid  like symptoms. Not only is this unsafe for others in the studio but massage during this time may actually make your symptoms worse.  Should you need to cancel your appointment within 48 hours due to illness, the card on file will be charged the full amount of your appointment and you will be issued a credit to be used within 6 months.

Winter Weather Policy

Should you need to cancel your session within 48 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. 

Zero Tolerance- Sexual Harassment Policy

Sanctuary Massage offers professional massage therapy only, and maintains a strict zero-tolerance policy for sexual harassment of any kind. This policy applies without exception:

Any comment, gesture, request, or behavior of a sexual nature — regardless of intent or whether the client considers it a joke — constitutes a violation of this policy. "I was just joking" is not an acceptable defense.

If a violation occurs:

• The session will be ended immediately.

• The client will be required to leave the premises without delay.

• A $375 administration fee will be charged to the card on file. This fee covers the time required to complete an incident report, contact authorities, and manage any disruption to remaining appointments.