FAQ

Kindly aim to arrive at least 5-10 minutes before your scheduled treatment time. If you haven't already completed waivers for your appointment, please consider arriving 10-15 minutes early to fill them out. Alternatively, you can conveniently complete the electronic waiver that was sent to you in advance via email. We kindly ask that you complete a client waiver prior to your treatment if you are new to us. Arriving a bit early will provide you with ample time to fill out forms if needed and relax before your appointment.

If you have received a massage by one of our Registered Massage Therapists, upon payment of cash, debit or credit card, you will receive a receipt that you are able to submit to your extended health care plan for reimbursement. This receipt will include the massage therapists name, registration number and the company information. Receipts will only be issued for paying clients. Massage Therapy Services that are paid for by a Gift card can not be issued an insurance receipt as per the NHPC Massage Therapy Association Code of Ethics.

*Please Note

Most of our Registered Massage Therapists are able to issue receipts for all major insurance providers but some are limited with the insurance companies that they are able to provide receipts for. If your health plan requires an insurance receipt from a therapist with over 2200hrs please let our receptionists know to insure that you are placed with a therapist that can issue a receipt for your health benefits plan.

24hr Cancellation notice is required for all spa services. Different policies may apply to larger bookings.

Appointments that are cancelled not in the required notice time will be charged the full amount for the services reserved for the client.

• Gift Cards are Non-refundable and Do Not Expire.
• For inquiries on gift card purchases made on this website please call the Spa at 403-314-1933
• To inquire about a balance on a Gift Card please call 403-314-1933
• Prices subject to change. Rates and services may vary by location.
• Additional local taxes and fees may apply. See spa for details.
• Gift Cards can be used for products and/or services. 
• Reservations for treatments and spa services must be made in advance and are subject to availability.
• Gift Cards must be presented to Spa desk at time of check-in.
• No credit or change will be given on unused portion of gift certificate.
• Not redeemable for cash or other substitutions, not replaceable if lost, destroyed, stolen or expired, and void if altered, photocopied, or reproduced.
• If you have not received your Gift Card in the mail after 2 weeks. Please call our Spa right away 403-314-1933
• Gift Cards cannot be used towards a Massage a Month Card or to purchase another Gift Card.
  
  

For single appointment services we recommend booking 1-2 weeks in advance, although sometimes we are able to accommodate people on the day of depending on availability! Some therapists, stylists and estheticians book up faster than others, if you request a certain staff member to perform your services you may need to book well in advance.  If you would like a package, we recommend reserving two-three weeks ahead, for best availability. For larger group bookings we advise 4-8 weeks in advance.

*Package times are approx. Depending on the size of package we allow for 15min breaks between larger bookings to accommodate refreshments and bathroom breaks. We encourage you to sit back and relax between services!

Pregnancy & Massage Therapy

Massage therapy can be a wonderful way to help relieve tension, reduce stress, and support overall well-being during pregnancy. Clients who are pregnant are welcome to book a Prenatal Massage with one of our Registered Massage Therapists who is specially trained in providing safe and comfortable treatments for expecting mothers.

Prenatal massage appointments are available for clients who are at least 13 weeks pregnant. When booking, please let our team know how far along you are so we can ensure the most appropriate accommodations are made for your comfort and safety.

Pregnancy & Steam Baths

For the safety of both mother and baby, steam baths are not recommended during pregnancy. Changes in body temperature and prolonged exposure to heat may increase the risk of complications. As a result, we do not permit pregnant clients to use our steam bath facilities.

We look forward to welcoming you back to enjoy our steam baths after the arrival of your little one. In the meantime, we invite you to explore our prenatal massage services and other pregnancy-safe spa experiences.

Our Spa currently does not have a liquor license. No alcoholic drinks are currently allowed on premises. 

At Totally Refreshed Steam and Spa, we are committed to providing a peaceful and relaxing environment for all of our guests. To help maintain this atmosphere, children and babies are not permitted in the spa unless they have a scheduled treatment. While we love little ones, crying or other disruptions can impact the relaxing experience of fellow spa guests.

Princess and Prince Manicures and Pedicures are available for our younger guests and must be booked through reception. To ensure a smooth experience, children's appointments must be scheduled within 15 minutes of the accompanying adult's appointment.

Children over the age of 10 may wait quietly in the reception area while a parent or guardian receives a service, provided they remain respectful of other guests and do not use devices with sound.

As we are not a childcare facility, children should not be left unattended in the spa. If a child becomes disruptive or interferes with the experience of other guests, we may need to discontinue the service and full appointment charges will apply.

We appreciate your understanding and cooperation as we strive to create a relaxing and enjoyable experience for all of our clients.

Gift Cards cannot be used towards Massage a Month cards or for purchasing another Gift Card with a Gift Card.

No.  The insurance companies do not cover late fees or missed appointment fees.  We can still give you a receipt for paying the fee, but it will be ineligible for reimbursement and/or direct billing. Receipts will indicate that the charge amount is for a NO SHOW / CANCELLATION APPOINTMENT FEE and not for a service that has been rendered. These receipts cannot be submitted for reimbursement by health benefit plans and are not eligible for direct billing by the massage therapist.

Shipping destinations:

• We ship both locally and internationally.

Shipping times:

• Local orders are completed on Fridays
• Local Pick Up - You will receive an email when your order is ready for pick up
• Shipping time might vary depending on location, shipment method and other factors.

You can choose your preferred payment method at checkout. We accept secure credit card payments from both Canadian and international customers.

For your security, no credit card information is stored on our website. Please note that currency conversion or foreign exchange fees may apply if your payment is processed in a currency other than your own.

Spa gift cards cannot currently be redeemed for online purchases. Gift cards may be used for in-spa services, products, and purchases made directly through our spa.

Your satisfaction is important for us. We offer a 30-days Products Return & Exchange Policy (Does not apply to Gift Cards) :

• To be eligible for a return, goods must be unopened, unused, undamaged and accompanied by proof of purchase.
• For returns, please email contact@totallyrefreshedsteamandspa.com with the subject 'Returns' and include your order number, name and the reason for the return.
• Seller will provide the customer with instructions where to send returned goods. Customers are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations.
• Please note that customers are responsible for shipping costs of returned items.
• When returned item is received and inspected, customer receives a confirmation email, notifying about the status of the refund.
• If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after.
• Gift Cards are a final sale and are Non-Refundable.

Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order - do so by going to the cart and clicking "checkout". Follow the instructions by providing us with delivery information and select payment method the for goods - we will ship your package within X business days.

Our support team is always happy to guide you at any step!

International orders may be subject to taxes, customs duties, import fees, or other charges imposed by your country's customs authority. These fees are not collected by or controlled by Totally Refreshed Steam and Spa and are the sole responsibility of the customer.

Customs duties, taxes, and import fees vary by country and are determined by local regulations, the value of the goods, shipping costs, and the type of products being imported. We recommend checking with your local customs office for information regarding any applicable charges before placing your order.

Please note that any duties, taxes, brokerage fees, or customs-related charges are not included in the purchase price or shipping costs unless otherwise stated.