What is your cancellation and rescheduling policy?
AnswerOur appointment cancellation and rescheduling policy has been designed to prevent financial harm to our business and therapists and maintain fairness and transparency for all. If you have made an appointment 24 hours or more in advance, you are allowed a 20-hour window from when your booking was assigned and accepted to cancel or reschedule. If a booking is made less than 24 hours in advance, but not on the same day, it must be canceled or rescheduled after it has been accepted and assigned by 6:00 AM the following day. If you fail to cancel or reschedule within 20 hours or by the next day at the specified time, you will incur a cancellation fee of $20 per therapist.
For same-day bookings, if you fail to cancel or reschedule your appointment within 15 minutes of being accepted and assigned and 4 hours or more before the appointment start time, you will incur a cancellation fee of $20 per therapist. If you fail to cancel or reschedule within 15 minutes of your booking being accepted and assigned and less than 2 hours before the appointment start time, you will incur a $50 cancellation fee per therapist.
Refunded bookings will incur a non-refundable 5% processing fee.
If, for any reason, your therapist cannot make it to your appointment or if there is a mistake on our part resulting in an appointment cancellation, we assure you there will be no charge for the service.
Cancellation fees are charged directly to the credit card on file. We reserve the right to reduce and waive fees at our sole discretion. We understand that life is unpredictable. We appreciate your understanding and cooperation. We hope this policy will help us maintain a smooth and efficient schedule for everyone.
What's your refund policy?
AnswerAt Tranquil, we want to ensure that our clients are fully aware of our refund policy. Once you complete a booking through our service, please understand that all sales are final. However, we may make exceptions in specific, discretionary circumstances determined solely by Tranquil.
Please note that under no circumstances will Tranquil issue a refund for any reason related to the service, unless it is deemed appropriate by Tranquil's sole discretion.
Furthermore, we would like to remind our clients that engaging in inappropriate conduct during therapy sessions, such as making unacceptable requests, displaying inappropriate behavior, or posing a threat to the therapist's health or well-being, may result in an early termination of the session without a refund. We appreciate your understanding and cooperation.
What payment methods do you accept?
AnswerAccepted payment methods are:
• Debit cards attached to bank accounts
• Credit cards (if they are not pre-paid): Visa, MasterCard, Discover, and American Express are accepted.
• Tranquil, SpaFinder, and SpaWeek gift cards
Payment methods that are not accepted:
• Pre-paid or reloaded debit/credit cards (cards that can be purchased in a retail store.)
• ACH bank transfers
• Money orders