Cook Street Village Spa

Policies, Terms & Conditions

Effective Date: January 1, 2026
Last Updated: October 21, 2026

At Cook Street Village Spa, we are committed to providing a relaxing, professional, and safe experience for our guests. The following policies outline our booking procedures, treatment requirements, payment terms, return policies, and website conditions.

By booking an appointment, purchasing a product or gift card, or using our website, you agree to the applicable terms below, subject to your rights under applicable law.

1. Appointments & Booking Policy

Appointments may be booked online, by phone, or through our available booking channels. Please ensure all booking details and contact information are accurate.

We recommend arriving 5–10 minutes before your scheduled appointment. Late arrivals may result in a shortened treatment or rescheduling, depending on availability. The full service price may still apply where permitted by law and where disclosed in advance.

We reserve the right to decline, modify, or discontinue a treatment when reasonably necessary for safety, hygiene, staff wellbeing, professional boundaries, or other legitimate business reasons.

2. Cancellation & No-Show Policy

We require at least 24 hours’ notice for cancellations or rescheduling.

Appointments cancelled with less than 24 hours’ notice, or missed without notice, may incur a fee of up to 100% of service, provided the fee was disclosed and agreed to at booking and is lawful in the circumstances.

If you arrive late, we will do our best to accommodate you, but your treatment may need to be shortened to avoid delaying other guests.

If we cancel your appointment, we will offer rescheduling or an appropriate refund for any prepaid service not provided.

Nothing in this policy removes cancellation or refund rights provided by law.

3. Deposits & Prepaid Services

Some appointments, packages, or services may require a deposit or advance payment. Any deposit, payment deadline, and applicable cancellation conditions will be disclosed before payment.

Deposits may be applied toward the booked service. Any deposit retained following a cancellation will be handled in accordance with the disclosed terms and applicable law.

Packages, memberships, and prepaid services may be subject to additional terms, which will be provided before purchase.

4. Treatment Safety & Client Responsibilities

Please inform your therapist before treatment of any relevant allergies, sensitivities, skin conditions, injuries, recent procedures, medications, pregnancy, or other circumstances that may affect treatment suitability.

Some treatments may not be suitable for every guest. We may recommend modifications, postponement, or an alternative treatment when reasonably necessary for your safety.

Please tell your therapist immediately if you experience discomfort, irritation, dizziness, or any unexpected reaction during a treatment.

Our treatments are intended for relaxation, personal care, and cosmetic purposes unless expressly stated otherwise. They are not a substitute for professional medical advice, diagnosis, or treatment. Individual results vary, and specific results cannot be guaranteed.

Guests are responsible for providing accurate and relevant information to help us provide services safely.

5. Hygiene & Sanitation

We follow applicable hygiene, sanitation, and safety requirements. Treatment areas, equipment, linens, and reusable tools are cleaned or disinfected as appropriate for the service.

Guests are expected to follow reasonable safety and hygiene instructions. Appointments may be postponed or modified when reasonably necessary to protect guests and staff.

6. Guest Conduct & Professional Boundaries

We are committed to maintaining a respectful, safe, and professional environment for guests and staff.

Harassment, threats, abusive behaviour, discrimination, or inappropriate conduct will not be tolerated. We may discontinue a treatment or refuse future bookings where reasonably necessary for safety or professional boundaries.

Any charges or refunds following a discontinued treatment will be assessed fairly and in accordance with applicable law and the circumstances.

7. Gift Card Policy — Final Sale

All gift card purchases are final sale and non-refundable, except where a refund or other remedy is required by law.

Gift cards cannot be exchanged for cash except where required by law. Dollar-value gift cards do not expire and remain redeemable until their balance has been fully used or replaced in accordance with applicable law.

Gift certificates issued for a specific service, promotional offer, or other eligible category may be subject to different expiry rules where legally permitted. Any applicable restrictions or expiry dates will be disclosed before purchase.

Gift cards may be redeemed toward eligible Cook Street Village Spa services or products, subject to the terms disclosed at purchase.

Please keep your gift card details secure. Contact us if you believe your card has been lost, stolen, or used without authorization. We will assess replacement requests based on the available purchase information and applicable law.

8. Product Returns & Exchanges

For hygiene and safety reasons, our standard change-of-mind return policy applies only to products that are unopened, unused, and in their original packaging.

Eligible returns must be requested within 14 calendar days of the purchase date, with proof of purchase. Products that have been opened, used, or damaged after purchase are not eligible for a change-of-mind return or exchange.

Products returned after the 14-day period are not eligible under our standard voluntary return policy.

Sale items are final sale for change-of-mind returns, except where a return, refund, replacement, or other remedy is required by law.

These restrictions do not eliminate rights relating to defective, misrepresented, or incorrectly supplied products, applicable warranties, or statutory online purchase cancellation rights. Such cases will be handled in accordance with applicable law.

Please contact Cookstreetvillagespa@gmail.com before returning an eligible product for return instructions.

9. Online Store, Shipping & Delivery

Product descriptions, images, prices, and availability are provided as accurately as reasonably possible. Actual packaging or presentation may vary.

Before completing an online purchase, customers will be provided with applicable product details, pricing, payment terms, shipping information, and return, refund, and cancellation terms as required by law.

Orders are subject to product availability. If we cannot fulfil an order, we will contact the customer and arrange an appropriate resolution in accordance with applicable law.

Shipping fees and estimated delivery times will be disclosed before checkout. Delivery estimates are not guarantees unless expressly stated.

Customers should contact us promptly about damaged, missing, incorrect, or undelivered orders. Any statutory cancellation or refund rights remain unaffected by our standard return policy.

10. Pricing, Payments & Promotions

All prices and applicable taxes or additional charges will be disclosed as required by law. Available payment methods will be shown during booking or checkout.

Promotions, discounts, packages, and special offers may be subject to specific terms, eligibility requirements, or expiry dates. These conditions will be communicated before purchase.

We reserve the right to correct genuine pricing or listing errors, subject to applicable law and any obligations arising from an accepted order.

11. Refunds & Service Concerns

If you have a concern about a treatment, product, or purchase, please contact us as soon as reasonably possible so we can review the matter.

Refunds, corrections, replacements, or other remedies will be considered based on the circumstances, the service or product supplied, and applicable law.

We do not guarantee specific cosmetic or personal-care outcomes. However, this does not limit any consumer rights or remedies that cannot legally be excluded.

12. Privacy Policy

Cook Street Village Spa respects your privacy and takes reasonable steps to protect personal information.

We may collect personal information such as your name, contact details, booking history, purchase information, payment transaction details, and relevant health or allergy information you choose to provide.

We use this information to:

• Manage appointments and provide treatments.

• Process payments, purchases, and returns.

• Communicate with you about bookings and orders.

• Maintain appropriate treatment and safety records.

• Respond to inquiries and complaints.

• Meet legal and business obligations.

We may share necessary information with trusted service providers, including booking platforms, payment processors, website providers, and delivery services, subject to appropriate safeguards and applicable law.

We do not sell personal information. Marketing communications will be sent in accordance with applicable consent requirements, and you may unsubscribe from promotional emails.

You may request access to or correction of your personal information, subject to applicable legal requirements.

Privacy Contact / Privacy Officer: Cook Street Village Spa Management
Email: Cookstreetvillagespa@gmail.com
Mailing Address: 247 Cook St., Victoria, BC

Our privacy practices are governed by applicable privacy legislation, including British Columbia’s Personal Information Protection Act (PIPA), where applicable.

13. Website Terms & Intellectual Property

All website content, including text, logos, photographs, graphics, and branding, belongs to Cook Street Village Spa or its respective rights holders unless otherwise indicated.

Content may not be copied, reproduced, distributed, or used commercially without permission, except as permitted by law.

Users must not misuse the website, attempt unauthorized access, interfere with its operation, submit fraudulent information, or use it for unlawful purposes.

We make reasonable efforts to maintain accurate website information and reliable website access but cannot guarantee uninterrupted or error-free operation.

14. Third-Party Services & Links

Our website may use third-party booking platforms, payment processors, delivery providers, and external websites.

These services may have their own terms and privacy policies. We encourage customers to review them before use.

Nothing in this section excludes any responsibility or liability that Cook Street Village Spa has under applicable law.

15. Liability & Limitations

Guests are responsible for providing accurate information relevant to their treatments and following reasonable safety instructions.

Nothing in these policies excludes or limits liability, duties of care, consumer rights, or remedies that cannot lawfully be excluded or limited.

Where appropriate, separate treatment-specific consent forms may be provided to explain particular risks, contraindications, and precautions. These forms must be reviewed before the relevant treatment and do not override mandatory legal rights.

16. Accessibility & Special Requests

Please contact us before your appointment if you have accessibility requirements, sensitivities, or other requests that may help us accommodate you.

We will make reasonable efforts to assist, consistent with safety and applicable legal obligations.

17. Changes to These Policies

We may update these policies to reflect changes in our services, business practices, or legal requirements. The latest version will be published on our website with its updated date.

Changes will not override mandatory legal protections or remove rights that have already accrued. Where required, we will provide notice or obtain agreement before applying revised terms to a transaction.

18. Contact Information

For questions about bookings, cancellations, gift cards, products, returns, privacy, or these policies, please contact us.

Cook Street Village Spa
Business Address: 247 Cook St. , Victoria, BC
Phone: (778)433-8881
Email: Cookstreetvillagespa@gmail.com
Website: www.cookstreetvillagespa.com

We will make reasonable efforts to review inquiries and resolve concerns promptly.

Thank you for choosing Cook Street Village Spa. We appreciate your trust and look forward to welcoming you.