Booking and Cancellation Policy

1. Deposit. A deposit of 50% of the session price is charged when you book. It is applied to your session total.

2. Card on file. When you book, you authorize Tranquilux Therapy to keep your card on file through our payment processor and to charge it for the remaining balance after your session, and for any late cancellation or no-show charge under this policy.

3. Balance. The remaining balance is charged when your session ends. Gratuity is not included and is always optional.

4. Cancelling or rescheduling 24 hours or more before your start time. Your deposit is refunded to your original card, or moved to your new time. A deposit can be moved once. If the new appointment is then cancelled inside 24 hours, the deposit is kept.

5. Inside 24 hours. Cancelling or rescheduling less than 24 hours before your start time is a late cancellation, and the deposit is kept. For appointments booked less than 24 hours ahead, including same-day bookings, the deposit is non-refundable once booked.

6. No-shows. A no-show is charged the full session price. It is a no-show if you are not at the booked address within 15 minutes of the start time and cannot be reached by phone, if the address or access details are wrong or missing and the session cannot start within 15 minutes, or if you turn the session away when Kimberly arrives.

7. Running late. If the session starts late because of you, it still ends at the booked time and the full price applies.

8. Identity check. We may ask any client to complete a short routine photo ID and selfie check through our verification partner, at any time and including at random. It must be finished by the time given in the request and before the session. If it is not finished in time, or the person at the session does not match the person verified, the appointment may be cancelled as a late cancellation.

9. Age. Clients must be 18 or older. A client under 18 needs a parent or guardian present for the whole session, and the parent or guardian may be asked to complete the identity check.

10. Safety and conduct. Massage at Tranquilux Therapy is strictly therapeutic. Kimberly may decline or end a session at any time if she believes her safety is at risk, if the space is unsafe or unsanitary, if anyone present makes her uncomfortable, if the client appears intoxicated, or if there is any sexual request, comment or behavior. A session declined or ended for any of these reasons is charged the full session price and is not refunded. Unlawful behavior may be reported to the police.

11. The space. An adult must be present at the address, pets must be secured, and there must be safe parking and access. The session takes place only at the address on the booking.

12. If we cancel. If Kimberly cancels for any reason other than the ones above, including illness, weather or an emergency, you choose a full refund of your deposit or a new time.

13. Refunds. Approved refunds go back to the original card only and usually arrive within 5 to 10 business days. There are no cash refunds.

14. Gift certificates and offers. A gift certificate or promotional credit is applied to your balance. If you are paying entirely with a gift certificate, the certificate holds your appointment in place of a deposit, and a late cancellation or no-show uses the certificate value up to the amounts above.

15. Disputes. By booking you agree to this policy. The date and time you agreed, and your booking record, are kept and may be shared with your card issuer if a charge is disputed. Please contact us first so we can make it right.

16. Exceptions. Any exception is at Kimberly's discretion and does not change the policy for future bookings.