General Policies


Check-In

  • Please arrive 5 minutes prior to your appointment. This ensures a timely start to your service and a full spa experience.

  • First-time guests are required to fill out an intake form for safety and personalization of service. Returning guests should update this form every 6 months.

  • In the absence of a receptionist, we appreciate your patience. Please wait in our lobby or call us at (201) 751-4918 or (201) 450-0418 for assistance.

Cancellation Notice and No-Show Policy

  • We ask for 24-hours notice for cancellations or rescheduling for all services and Spa Packages. This allows us to manage our appointments efficiently.

  • Late arrivals may result in shortened sessions at full price, subject to scheduling constraints. To cancel or reschedule, please use Acuity Scheduling or call us during business hours (M-F 9am-9pm, Sun 9am-7pm).

  • For individual bookings, failing to reschedule or cancel within 24 hours incurs ½ the service fee to be charged.

  • No-Shows: Failure to show up for your appointment without prior notification will result in the full service amount being charged to the card on file.

Service Package Agreement Policies

  • Cancellations and Rescheduling

    • Clients must provide at least 24 hours' prior written notice for cancellations or rescheduling. Failure to do so will result in half the session price being deducted from the package. No-shows without any notice will result in the complete session price being deducted.

  • Exemption Clause

    • The first instance of a cancellation or no-show due to a genuine medical or family emergency will be waived, provided less than 24 hours' notice is given. Subsequent instances require a valid written note to avoid deductions.

  • Medical Emergency Clause

    • In the event of a genuine medical emergency preventing session attendance, clients may provide a valid medical note. Upon receipt, the session will be rescheduled and any remaining sessions will be held until the client is able to continue.

  • Conduct

    • Clients agree to behave respectfully and appropriately during all sessions. Inappropriate or disrespectful behavior will result in immediate termination of the session, with the full session fee charged.

  • Refund Policy

    • Full refund if termination occurs before any sessions commence.

    • Refunds for termination after session commencement but within 6 months of purchase calculated based on unused sessions. This will be the package fee minus the cost of completed sessions at the regular rate.

    • Sessions must be used within 6 months from purchase; unused sessions expire after this period.

  • Holiday/Vacation Clause

    • Clients planning a holiday/vacation affecting their ability to use sessions within 6 months should notify the Provider at least 5 days in advance. The package term may be extended by up to 3 months at the Provider’s discretion.

  • Substitution Clause

    • Clients may substitute unused sessions with services of equal or lesser value, subject to Provider’s approval. Notification in writing required at least 5 days in advance.

  • Transference Clause

    • Clients may transfer remaining sessions to a single recipient. The recipient can use the same service or a substitution of equal or lesser value, at the Provider’s discretion. Written notification required at least 5 days in advance.

  • Refund Processing

    • Refunds processed within 5 business days of termination notice.

    • Refunds issued in the original payment method, minus any applicable transaction fees or charges.


Age Guidelines

  • Guests must be 18 years or older for services without adult supervision.

  • Minors require adult supervision at all times and a signed consent form.


Harassment & Safety

  • No dangerous weapons are allowed on the premises.

  • Harassment of staff or guests will result in immediate expulsion and reporting to authorities.

  • Recording devices, cameras, and selfie sticks are prohibited in service rooms and lobby.

  • Creating excessive noise or disruption is not permitted.

  • TWMS is a drug & smoke-free zone. Smoking, including e-cigarettes, is prohibited. Those under the influence or posing a safety risk will be refused service.

  • We are not responsible for loss or damage of valuables and jewelry. We recommend leaving valuables at home.

  • Disruptive or harassing behavior will incur full service charges and an end to the session and may result in a ban from our establishment.

Pricing

  • Prices and services may change without notice. Check our website or call for the latest offerings.

  • Product brands used at TWMS are subject to change.


Our aim at TWM Spa is to provide a serene, safe, and welcoming environment for all our guests. We are committed to delivering the highest quality of service and ensuring a memorable wellness experience.


For any questions or concerns, don’t hesitate to give us a call at:

Landline: (201) 751-4918

Call or Text: (201) 450-0418

Email: contact@twmspa.com