By booking an appointment, you are accepting the conditions of the cancellation policy.

All appointments are booked online via the booking portal. A credit card is required at the time of booking. The card secures your appointment slot and will not be charged except in the event of a late cancellation or no-show. You are given the option to pay in full at the time of booking if that is your preference. If you are unable to book using a credit card, please email mars@luxurypuff.ca, and we can arrange an alternative booking using an e-transfer deposit.

You have the option to pay in full at the time of booking, or to pay in studio using Debit, Credit Cards, or Cash.

Gratuities are not mandatory nor expected, but accepted with appreciation.

The studio space is one on one and does not include a lounge area. Please arrive no earlier than 5 minutes before your appointment. Please come to your appointment alone, if you need a support person for accessibility kindly let me know via email before your appointment. Masks are optional for clients in the studio. Be advised the Holy Cross Centre provides many services to immunocompromised people including oncology services, and mask usage is recommended in hallways and elevators. Further arrival information will be outlined in your booking confirmation email.

In fairness to all clients, appointments will end at the scheduled times, and late arrivals may lose a portion of the treatment time. We understand sometimes lateness is out of your control, we will always attempt to accommodate if possible. Arriving too late to perform a service adequately will result in a cancellation, and a cancellation fee charged.

Life happens, and sometimes you need to reschedule! Appointments can be rescheduled or cancelled any time up to 24 hours before the scheduled appointment time. Any appointment cancelled or rescheduled past the 24 hour window, a non-refundable cancellation fee will be charged totalling %50 of the cost of service booked. In emergent or exceptional circumstances where a late cancellation is necessary, please reach out as soon as you are able via email or text.

Covid cancellations:
We understand the fluid and challenging situations that can arise due to Covid-19 related exposure and isolation. If you are feeling unwell or have been exposed to Covid-19, please reschedule your appointment. Adequate notice is appreciated greatly as last minute cancellations can be very challenging to the sustainability of small business. If your appointment is cancelled within 24 hours notice for a Covid related reason, 50% of the cost of the appointment will be charged, and held on your account as a credit to your next or rescheduled appointment.