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~Our Policies~






Booking with The Heart Haven is easy! Just follow the 3 simple steps below and please give us a call if you need any further assistance.  

1.) SIMPLY, GO TO OUR HOME PAGE AND MAKE AN APPOINTMENT REQUEST ON THE FORM THERE, OR CALL/TEXT US AT (970)708-7568 Please be sure to include your requested appointment type, time, and date, and a way to get back to you. You can also email us

2.) Look for a reply from us stating that your requested appointment type, time and date is available, you should receive it within one hour, if you do not, please email, text or call us again. 

3.) Once your requested appointment availability is established, we will need to actually book your appointment. In order to book and reserve your spa appointment with us, we will require you to either  A.) Pay in Advance at time of booking to reserve your appointment and receive a complimentary $10 gift certificate from us, or B.) We will require your credit card to be saved on file in order to book your appointment, which we will charge if a client is late, cancels or no shows. You agree to our cancellation policy when you book an appointment with us. We accept credit card or cash payments for services and gratuity.  We do not accept any insurance as payment.

Please see our cancellation policy below for details.  24 hour Cancellation Policy applies regardless of payment type. Thank you for your understanding. 


The Heart Haven requires 24 hours notice for cancellation of your appointment in writing via text or email. If you should need to cancel your appointment please do so at least 24 hours prior to your appointment otherwise we will charge you 100% for your scheduled appointment.  If you cancel 24 hours or more prior to your appointment you will receive 100% refund if you prepaid.  If you cancel before 8 am on the day of your appointment, we will still charge you 100%, but we will accept one rescheduling of your appointment, with in 14 days, at no extra charge. 

When you schedule an appointment, we reserve that block of time exclusively for you. We understand that unanticipated events occur from time-to-time in everyone’s life. Unforeseen events such as illness, work delays or traffic considerations are just a few reasons why one might be late or consider canceling their massage appointment, however late changes, cancellations and no-shows not only impact us significantly, but they also impact the ability for other clients to schedule appointments so we can not accommodate tardiness. As such, we hope you will appreciate and respect our spa policies.


We appreciate your patronage and are committed to providing an excellent experience. Due to the exclusive services that we offer, we have enacted policies to ensure all clients are given quality service and the opportunity to enjoy our wellness therapies.  In our commitment to provide an outstanding experience to all of our clients and out of consideration for our staff’s time, we have adopted the following policies:

New Clients:

New clients are required to sign consent forms and complete intake paperwork prior to their scheduled appointment. These forms will be sent via email and completed electronically to reduce touching and use of paper. If you do not complete these required documents prior to your appointment start time, you will be required to complete them at the spa and your treatment time will be reduced. You must be a minimum of age 18 to receive massage treatment.

Arrival Time: 

Arrive at least 10 minutes prior to the start of your appointment.  Your therapist will come and greet you at your vehicle and lead you into the Spa. 

Children, Pets and Guests:

Children and guests are not permitted to wait in the spa while you are receiving services. Please plan ahead to ensure that you have a positive spa experience.

Schedule Changes or Cancellations: 

We are happy to change or reschedule your appointment but we require those changes to be made 24 hours prior to your scheduled appointment time. Cancellations made with less than a 24 hour notice will result in a fee equal to 50% of the regular price of the scheduled service.


Failure contact the spa or your therapist to change/reschedule, and not showing up for your appointment will result in a fee of 100% of the regular price (prior to any discounts, coupons or other offers) of the scheduled service.

Late Policy: 

If you arrive late for your appointment, you can either choose to have your service in the time remaining or reschedule your appointment.

If you choose to continue with your appointment, your session will end at the originally allotted time and you will be charged the original service fee.

If you choose to reschedule your appointment, you will be charged 50% of the originally reserved session fee (prior to discounts, coupons or other offers).


Tipping is always welcome, and the suggested amount is $20% of your service total. Gratuities are not included in the cost of your session, but they are greatly appreciated. Cash is always best, but for your convenience, you can add a gratuity on your credit card after the session as well. Checks are also acceptable methods for giving gratuity. Your therapist may also accept gratuity via money apps such as PayPal for your convenience.


There are no refunds for services rendered, however if there is a serious problem, please discuss it with our management and we should be able to work out a solution. 

Gift Certificates: 

Gift certificates are transferrable, but non refundable. They have an expiration date listed which applies to any unused balance as well. Gift certificates cannot be exchanged for cash, nor will cash be given in exchange for any unused balances. Gratuities cannot be put on gift cards or gift certificates.  

Forms of Payment: 

We accept cash, checks, debit and credit cards (Visa, Master Card, Discover and American Express). We also accept Gift Certificates from our Spa.

Professional Boundaries and Spa Security:

The therapist may end a session at any time if they feel uncomfortable for any reason, as the safety of our staff is crucial. We are a strictly medical therapeutic healing spa, and requests for any sexual activity whatsoever will not be tolerated. Any sexual advances, sounds, comments or innuendos, or rude or violent behavior will result in immediate dismissal and will be reported to legal authorities. If the client does any of these such behaviors, the client will be asked to leave immediately, charged in full for the appointment and will not be rescheduled or welcome at The Heart Haven Spa ever again. A police report may be made if any client crosses this professional boundary at any time. Sexual interaction, discussion or innuendo of any kind between the client and the massage therapist is NEVER appropriate and are prohibited to ensure staff safety.  The safety of our therapists is our top priority. It is not appropriate to ask your therapist out on any kind of date. Please note there are security cameras placed in our spa for the safety of our staff.  Thank you for your understanding, your respect, and your compliance.

Right to Refuse Service:

We have the right to refuse services at any time at our own discretion.

Covid Policy and Practices: 

We have extensive Covid Protocols in place to ensure the safety of our staff, our guests and our business.  We ask all guests to be fully vaccinated and to have their temperature checked before spa entry.  Staff will wear a mask during your session. Only one guess is allowed in the spa at a time, all other guests stay outside until the previous guest has left and your name is called and you are asked to come in for your appointment. We clean and disinfect all service areas in between appointments.  Please do not come to the spa if you or someone close to you has been exposed to Covid-19. We are committed to reducing the spread of COVID-19. You will not be charged for cancelling your massage appointment if you exhibit symptoms, or have been exposed and need to cancel your same-day appointment.

Mobile Phone Policy:

All mobile phones must be turned off, or turned to silent in the spa. It is best not to bring any cell phone into the spa. Thank you. 

Confidentiality & Privacy:

All team members are required to sign a privacy and confidentiality agreement at the start of their employment. Your information will not be shared without your consent and is kept fully confidential. 


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