The Serene Policies

Scheduling Appointments

• Appointments are required for all massage, facial, Reiki, and body treatments. We do not accept walk-ins at this time.
• Book your session online, by phone, or in person at our Winston‑Salem spa.
• Same-day appointments may be available depending on provider availability, but must be booked in advance.
• A valid credit card is required on file to hold your reservation. No charges are made until after service unless otherwise noted.

Cancellation Policy

• 24-Hour Notice Required: Cancellations made at least 24 hours in advance will incur no fee.
• Late Cancellations & No-Shows: Cancellations made within 24 hours, or failure to show, will result in a 100% charge of the scheduled service.
• Multiple late cancellations or no-shows may result in the suspension of future booking privileges.

Late Arrivals

• Clients arriving 5–10 minutes late should call or text us immediately.
• Clients arriving 15 minutes or more late may be asked to reschedule and charged a partial or full service fee depending on provider availability.
• Services will end at the scheduled time to avoid overlap with other guests.

Rescheduling Appointments

• Rescheduling requests must be made no less than 24 hours before your scheduled time.
• Frequent rescheduling may impact future booking privileges.

We aim to create a peaceful, respectful, and professional environment for all.

Client Expectations

• Arrive on time, clean, and in a calm, respectful state.
• Disruptive behavior — including rudeness, repeated lateness, excessive cancellations, or inappropriate conduct — may result in refusal of service.
• Sexual harassment or misconduct of any kind will result in immediate termination of the session, permanent ban, and potential legal action.

We reserve the right to refuse or terminate service at any time if the behavior of a guest makes our staff feel unsafe or uncomfortable.

• Spa Day services must be pre-purchased as part of a package or custom itinerary.
• Full payment is required at the time of purchase.
• Upon purchase, clients may schedule same-day or future appointments, subject to availability.
• Spa Days must be scheduled during regular business hours and cannot be split across multiple days.

Accepted Payment Methods

We accept:

• Major credit cards: Visa, Mastercard, American Express, Discover
• Cash
• Checks (subject to a $25 returned check fee)

Gift Cards

• Physical and digital gift cards are available for purchase in-spa or online.
• Gift cards are non-refundable and must be presented at time of service.

Service Refunds

• We do not issue refunds for:
• Late cancellations
• No-shows
• Partial services rendered
• Unused service packages or monthly VIP memberships

All sales are final once services are rendered or memberships are activated.

Retail Returns

• Unopened, unused retail products may be returned within 30 days for store credit only.
• Refunds are not available for any opened or used products.

• It is the guest’s responsibility to communicate any medical conditions, allergies, injuries, or concerns prior to treatment.
• Use of cell phones and devices is discouraged inside treatment areas to preserve the serene atmosphere.
• Guests are expected to treat all Jade and Serenity Spa team members with respect, courtesy, and kindness.

While we make every effort to ensure a healing and positive experience:

• Results may vary depending on individual health conditions, skin types, or goals.
• We are not responsible for unexpected reactions, sensitivities, or external factors beyond our control.
• Guests participate in spa services at their own discretion and risk.

Jade and Serenity Spa reserves the right to update or revise our terms and policies at any time without prior notice. By booking a service, purchasing a gift card, or entering into any service agreement, clients acknowledge and accept the current version of these terms.

For the latest updates, please refer to this page or contact us directly.