policies / cancellations

The Polished Diamond Spa Policies


Arrival Time: 

The Polished Diamond is proud to offer our clients the option of booking appointments as

we know your time is important to you. We ask that you please arrive prior to your scheduled

appointment so that we can start your service on time. We understand that sometimes being late is unavoidable. However, if late we may have to shorten your appointment time, at the scheduled price, with respect to the clients scheduled after you.


Upon your arrival, you will be asked to fill out a confidential health form.  This will assure your safety and comfort and assist your service providers in providing you the best experience possible.  Please make sure you disclose any pertinent information about your health with your service providers. 


Payments:

We gladly accept most major credit cards, cash, and The Polished Diamond Spa gift cards.   A credit card or gift card guarantee is required when scheduling your spa services, effective July 1, 2109.  Giving your credit card or gift card number upon scheduling your appointment is confirmation that you understand and agree to our policies.  A $50 fee will be charged for returned checks.  

Gratuities are gladly accepted and are not included in the price of services.


*All treatment and service prices are subject to change.


Appointment Policy: 

Beginning July 1, 2019 all new and current guests must supply a credit card to have on file with us, 

in order to book an appointment. All cards on file are added to the system via a secure electronic process 

that ensures the information is encrypted and remains secure. 

**Our new policy requires that you cancel before 12:00 pm the day before your scheduled appointment. Upon checkout, guests may choose their method of payment.  

Our reception staff will attempt to call to confirm your appointment 48 hours in advance.  

*Please see our Notification for Cancellation below for more details


Cancellation Policy: 

Because we are a small, locally owned spa, cancellations affect us greatly. Our service providers are 

independent contractors and if you fail to show for your service, they are not paid.

Please understand that when you forget or cancel your appointment without giving enough notice, we also miss the opportunity to fill that appointment time and clients on our waiting list miss the opportunity to receive services they need. If a client has a habit or trend of cancelling/no show that customer will no longer be allowed to schedule at The Polished Diamond.


Notification for Cancellation: 

Please make sure to call and reschedule or cancel your appointment before 12:00 pm (noon)

 the day before your scheduled service. If your service falls after a holiday or after a weekend, please contact the spa on our last day of business before noon. 

If you cancel after noon (12:00 pm), but before close of business, your card will be charged for 50% of your scheduled service fee. 

However, you will not be billed unless you fail to cancel as outlined above, or are a "no show". 

“No-Shows” AND cancellations on the day of a scheduled appointment 

WILL BE charged 100% of services scheduled. 

48 hours notice is required to cancel or reschedule groups of three or more. 

This policy allows the spa enough time to fill appointments as detailed in our "Cancellation Policy" above.


Change of Scheduled Service:

Once a service is scheduled, if you wish to add an additional service, or upgrade your service, your provider will do everything possible to accommodate you, time allowing. However, if you choose to negate services already scheduled, without at least 24 hours notice, you will be charged for the services that were originally scheduled. Deleting services at the time of an appointment will be treated the same as a "no show" and does not allow us appropriate notice to fill the time that was reserved for your service, therefore, you will be charged for the services that were originally scheduled.


Gratuity: 

Our staff work hard to make sure you are comfortable, safe and well-served during your visits to The Polished Diamond. As with any service business, it is considered standard practice for clients to tip their service providers. We appreciate your acknowledgment of our professionally trained staff. Customary tipping begins at 15% of your total service fee, but please feel free to show your pleasure with extraordinary service beyond this level if you so desire. A 20% gratuity will be automatically added to group bookings of 3 or more people.


Group Bookings: 

For parties of six or more a deposit of 50% of the scheduled services  is required to secure your event/appointment. A 20% gratuity will be added to all spa parties.


Gift Certificates: 

Unfortunately, we are unable to process any returns or reimburse any payment transactions on gift certificates even if lost, misplaced or stolen. Gift certificates cannot be redeemed as cash or used to purchase other gift cards. We also ask that you mention you will be using a gift  certificate when making your appointment. 

Gift certificates expire 6 months after date of purchase.


Cell Phones: 

We kindly ask that you turn your cell phones off or to vibrate upon arrival and to remember to speak in your very soft spa voice once you enter the spa. If you need to take a phone call during your service, we ask you do so outside the service area in order to not disturb other guests. Cell phone use may affect the length of your spa services.


Personal Items:

We advise you to  refrain from bringing jewelry to the spa, as we do not provide safes for these or other valuables.  We are not responsible for lost items while you are visiting the spa.  Wear what is comfortable; we will provide you with a robe and sandals for treatments requiring you to disrobe.  Our staff is trained to drape you appropriately for privacy during your treatments.  Private changing areas with lockers are available for your convenience.


Children: 

We understand how challenging it is finding time for yourself. We also understand that your "me time" does not always align with your spa appointments. However, our policy strictly prohibits unsupervised children in the salon & spa. In the event you must bring a young child into the salon, please provide proper supervision for them in the form of an additional caretaker. If you bring a tablet for your children, please also have headphones available as not to distract other guests. Please remember this is a public space where people come (and pay) to relax. If you cannot comply with this policy you may be asked to reschedule. While this policy helps ensure that all guests enjoy a relaxing salon experience, it was created with your child's safety in mind. Our spa is not child proof. We cannot be held responsible for injuries in our spa as a result of unsupervised children. You will be financially responsible for any items and/or property damaged by children attending with you. Please understand that our concern is the safety of your child. This policy was not created with the intent of offending and hope that you will aid us in keeping our spa a safe environment.


We do, however allow children to enjoy certain spa treatments under the following guidelines: children under 16 must be accompanied by an adult and all children under the age of 18 must have an adult sign their initial consultation form.


Product Returns or Exchanges: 

You may return unopened products in the original packaging within 30 days of purchase for a full refund. Any opened products may not be returned.


Pet Policy: 

Unfortunately, Virginia State laws do not allow any pets in salons or spas during business hours. Service animals are welcome, but you will be asked to provide documented proof of Service Certification.


Weight Limit Restrictions:

Our pedicure equipment, made by Whale Spa manufacturing has a weight limit. 

In an effort to protect your safety and the safety of our equipment, The Polished Diamond LLC reserves the right to refuse service because of safety concerns and weight restrictions. 

The structural integrity of the pedicure equipment may pose a safety risk.


Safety and Comfort: 

Please notify when booking your appointment, as well as, notify the service professional if you have high blood pressure, diabetes, allergies, any other physical ailments or disabilities, or if you are pregnant. If you have any concerns at all, please let us know. If at any time during your services you experience discomfort, please alert your service provider immediately.

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