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Practice Policies & Etiquette Guide

We look forward to welcoming you to our medspa. Our goal is to provide a relaxing environment where our talented trained professionals can provide the highest levels of service to enhance the confidence and wellness of our patients. Given that each patient is unique and skin conditions can change frequently, we personalize every treatment during your visit. We acknowledge that your time is just as valuable as ours. This policy will help ensure that we can assist in scheduling you in a timely manner, utilizing both yours and the providers’ time most effectively. Please familiarize yourself with our Policies & Etiquette Guide, which introduces our practice and enables us to deliver the highest level of service as we assist you in Illuminating Yourself.

Reservation Policies

To secure your preferred appointment slot, we recommend booking well in advance, even before you leave. For instance, it is customary for us to schedule out Botox appointments for the entire year. As a courtesy, we aim to remind patients of appointments via phone, email, or text at least 48 hours in advance. If you choose not to provide your contact information, or opt out of these notifications, you will not receive a reminder.  Should the appointment reminder system fail for any reason, and you do not receive an appointment reminder, it is still your responsibility to manage your appointment and adhere to the cancellation policy.

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By making an appointment with Soluma Aesthetics, you agree to the terms outlined in our Policy & Etiquette Guide, including cancellation, rescheduling, consultation, late, no-show, standing appointments, follow ups, photo, and refund policies. All services require a valid credit card or gift certificate to confirm the booking. Please have your credit card ready when booking.

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Booking / Deposit Fee:

Appointments can be reserved through the online portal on the website by clicking “reserve or book online,” or in-office. A credit card deposit is required for all appointments. The Booking Deposit Fee is applied toward consultations or services and is NON-REFUNDABLE AND NON-TRANSFERRABLE, NO EXCEPTIONS.

Booking Fees/Deposits vary from $50-$500 based on appointment type and length. The Booking Fee will be charged to the card you provide during the booking process. This fee is solely for reserving the appointment time. It cannot be used towards future appointments or for another treatment. Booking Fees will be forfeited if there is a CANCELLATION, RESCHEDULING, OR NO SHOW. AN ADDITIONAL $100 FEE WILL BE APPLIED IF THERE IS A CANELLATION, RESCHEDULING, OR NO-SHOW WITH LESS THAN 48 HOURS’ NOTICE, NO EXCEPTIONS.

Should you need to reschedule, kindly do so at least 48 hours before your scheduled time. Failure to provide this notice will result in the forfeiture of the full booking fee, a $100 cancellation fee, with a new deposit fee required for rescheduling. No-shows or cancellations within 48 hours of the appointment result in the forfeiture of the booking fee and a $100 cancellation fee. Please note, we don’t accept refunds, exchanges, or credit card chargebacks. In case of payment issues, you are responsible for the owed deposit and billed accordingly. You will be required to resolve the deposit fee owed before making any future appointments.

As a curtesy, if your initial appointment is rescheduled prior to 48 hours of the appointment time, the deposit/booking fee will be credited for the future rescheduled time. You may transfer the deposit for the respective treatment to a rescheduled appointment up to 2 times. Further rescheduling will require a new deposit/booking fee. If you cancel the appointment and do not reschedule, the deposit/booking fee will be forfeited and will not be refunded.

Cancellation Policies and Fees:

Your treatment time is reserved for you. However, we understand that you may have to occasionally reschedule or cancel an appointment with us. We value your business and request that you respect the scheduling policies as outlined here.

Should you need to reschedule your appointment, kindly make sure to do so at least 48 hours before the scheduled time. Failure to provide this notice will result in the booking fee being forfeited and an additional $100 cancellation fee will be charged to the card on file. A new booking fee will be required for rescheduling. If your initial appointment is rescheduled prior to 48 hours of the appointment time, the deposit/booking fee will be credited for the future rescheduled time. You may transfer the deposit for the respective treatment to a rescheduled appointment up to 2 times.

No-shows will be billed the entire booking fee, in addition to a $100 no-show fee. If no booking fee was collected, you will be charged a $100 cancellation fee.

Please be aware that we do not accept any refunds, exchanges, or credit card chargebacks on deposits, booking fees, or late cancellation/no-show fees. If there is any issue with processing the payment, you will be held responsible for the owed deposit and billed accordingly. You will be required to resolve the deposit fee owed before making any future appointments.

If unforeseen circumstances require us to cancel or reschedule your appointment with less than 24 hours’ notice, any cancellation fees will be waived. We regret any inconvenience this may cause.

Please keep in mind that appointment times are carefully arranged based on your specific procedure, and the booking fee ensures the reservation of your chosen slot.  Our Providers are booked out weeks to months ahead, and we have a significant waiting list and as a result. Last-minute cancellations do not allow us time to fill those gaps, making it challenging for us to accommodate other patients. We sincerely value your time and, in return, hope for the same consideration regarding our provider’s and patient’s time. This courtesy enables us to compensate our employees for their time and maintains a higher availability of our time for you as well as others.  When you miss an appointment with us, we not only lose your business, but also the potential business of other patients who could have scheduled an appointment for the same time. Additionally, at times our staff functions on an “on call” status and may have travelled to the spa specifically for your treatment.  For these reasons, we are obligated to compensate our staff for their time as well as make up for lost revenue. We appreciate your understanding of our cancellation policy. This will allow the Soluma Aesthetics team to continue to provide the highest quality service for you and future patients.

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Consultation Fee:

For Aesthetic Consultation ONLY appointments “Get to Know you Sessions” without a procedure done that day, there is a $50 consultation fee. The consultation fee will be applied toward your treatment cost if you choose to have a treatment on the same day as your consultation, and if there is adequate time to do so. Consultation only appointment times are 30 minutes. If you decide to NOT go forward with the treatment on the same day of your consultation, you will be charged a non-refundable $50 consultation fee. The $50 consultation fee will be applied to any treatment done within 30 days of your consultation, or the consultation fee will be forfeited. If you schedule outside of the 30 days a new booking fee will be required.

Follow-Up Fee:

At Soluma Aesthetics, follow-up appointments are offered as a courtesy to our patients to ensure your satisfaction with the results and address any concerns. These follow-ups are treated as regular appointments and adhere to our 48-hour policy. Should you need to cancel or reschedule your follow-up within less than 48 hours, or no show, a $100 cancellation fee will be charged to the card on file. To reschedule, you will need to make a new booking and will still be subject to the cancellation policy.

Late Appointments:

Your punctuality is crucial for us to provide optimal care. If you are late, we will try to accommodate while minimizing delays for other patients. While we will make every effort to perform your treatment within the remaining scheduled time, being over 15 minutes late might lead to rescheduling, forfeiting the deposit fee, and a $100 cancellation fee. Abbreviated treatments are charged at full value, so please plan accordingly.  Missed appointments can be rescheduled on the same day if an opening is available, avoiding charges.

Standing Appointments:

We are pleased to arrange your desired spa service as a recurring appointment upon your request, based on availability in the schedule. Standing appointments are governed by our Cancellation Policy, leading to a $100 fee for cancellations within 48 hours or no-shows. Should you miss three consecutive standing appointments, we reserve the right to cancel any future standing appointments.

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No-Show Fee:

If you do not show up for your scheduled complimentary follow-up appointment, a $100 charge will be applied to the card on file to cover the provider’s time. In the event that there is no card on file, or the card payment is declined, a non-refundable $100 fee will be required for booking any future appointments. Similarly, if you fail to show up for your scheduled procedure appointment, your booking fee will be forfeited as a cancellation fee and additional $100 fee will be charged to compensate for the provider’s time. If no booking fee was collected, you will be billed for the booking fee for the appointment type and charged a $100 cancellation fee.

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Building Confidence for You and Others (Photo Policy)

When you choose Soluma Aesthetics for your aesthetic care, you trust us to deliver results that inspire confidence. Just as you’ve chosen us to guide your transformation, sharing your before-and-after photos helps others feel confident in making the same choice. For this reason, we require photo consent as a condition of receiving services. These before-and-after photos show the real results of our treatments and provide reassurance to those researching and inquiring about aesthetic services.

These photos are a valuable tool for educating and inspiring others while also giving you a clear record of your progress. We respect your privacy and offer options to crop or edit photos to ensure your comfort. By sharing your transformation, you’re empowering others to take the first step in their journey and helping Soluma Aesthetics grow as a trusted name in natural, elegant aesthetics.

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Pregnancy & Breastfeeding

For the safety of our patients, we do not administer injections or provide spa services to pregnant or breastfeeding women. While it is possible that the procedure may be safe, the lack of scientific studies to provide concrete evidence prompts us to adhere to these ethical guidelines. Our primary focus is always on prioritizing the well-being of our patients, which is why we refrain from injecting during pregnancy or breastfeeding periods.

Children, Pets and Visitors Policy:

Given our treatments’ nature and medical setting, pets aren’t allowed in treatment rooms or relaxation areas. Only service animals can accompany patients.

While we love children, our environment is not conducive to babies and children under the age of 12, so please make appropriate arrangements prior to your visit. For safety reasons, all those under 18 years of age are not permitted in the treatment rooms unless undergoing a treatment with written parental permission and must be supervised by an accompanying adult at all times. Patients arriving with children or pets will be rescheduled and charged the $100 rescheduling fee.

Payment Policy

Treatments at Soluma Aesthetics require payment upon services rendered. The quoted price for treatment is the price for each individual treatment session, unless otherwise specified in writing at Soluma Aesthetics. Aesthetic results are quite variable from person to person and while we do our best to achieve the desired outcome, it cannot be guaranteed.  For cosmetic medical procedures, services often require more than one session to achieve the best outcome. Patients are responsible for additional treatments needed to achieve desired results.

Our medical spa is limited to elective aesthetic medicine and thus we do not bill insurance. Payment for all individual treatments is due on the day of treatment unless other arrangements are discussed. All packages must be paid in full prior to the time of first treatment. All prices are subject to change without notice.

There are no refunds on treatments paid in advance, however any money paid can be used toward another treatment.

We conveniently accept Cash, Soluma Aesthetics Gift Certificates, Visa, Mastercard, Discover, American Express, ACH Debit Cards, and Debit Cards. We offer financing plans through Cherry and Care Credit. We offer in-house financing with 0% interest. We do not accept checks.

Refunds / Returns:

All services are final sale. We do not offer refunds on services rendered, even if you are disappointed with the result or outcome. Achieving your desired results may require multiple modalities, several treatment sessions, or alternative approaches. Any additional treatments needed to meet your goals will be the responsibility of the patient. We do not offer cash refunds on purchased products.  Products may be returned for in-store credit within 30 days from the date of purchase with a receipt when there is a documented allergic reaction to the product.  Defective products (e.g. a broken cap) may be exchanged within 30 days of purchase for the same product only, with a receipt.  In accordance with federal law, we do not offer refunds or exchanges on prescription products for any reason.

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Prices and Services

Although we make every effort to keep our website and spa menu updated with our most current information, please note that prices, services, and products are subject to change at any time without notice.  We encourage all patients to inquire about pricing and available services when booking your appointment.

Series of Treatments / Pre-Purchased Services:

Pre-Purchased services and packages/treatment series are valid for 6 months from date of purchase. After this 6-month period, no extensions will be granted, and any unused Pre-Purchased service or package will expire.

We are unable to process returns or reimburse any payment transaction on any medical spa packages, bundles, treatment series, or single or multiple pre-booked services that are purchased. We will, however, exchange them for other products or spa credit of equal value. Remaining pro-rated balances will not include the price of promotional treatments in the package. All packages and pre-paid treatments must be used within 6 months of purchase or they will expire.

Gift Certificates

Gift Certificates are available in any amount and may be used toward any service or product offered at Soluma Aesthetics (some restrictions may apply). Unfortunately, we are unable to process any returns or reimburse any payment transactions on gift certificates even if lost, misplaced, or stolen.  Gift Certificates are not redeemable for cash. Gift Certificates expire 1 year after purchase. Please mention your gift certificate when making your appointment.

Gratuity:

Gratuity is not customary for medical services performed by physicians, physician assistants, nurse practitioners, or nurses. Gratuities for spa services are optional. Gratuities may be given to the esthetician directly in the form of cash or check. Credit cards are not accepted for gratuities.

Spa Promotions:

Spa promotions and specials cannot be used in combination with any other offer, promotions, membership pricing, or third-party gift certificates. When presented with more than one discount opportunity, we will automatically give patients the discount of greater value at the time of purchase.

First Visit:

To allow ample time to check in and complete the initial paperwork, please complete your paperwork at home prior to your scheduled appointment. Many of the practice’s forms are available on the patient portal for you to fill out at your leisure prior to your appointment.

 

Check In:

To achieve a peaceful state of mind prior to your treatment, we request that you arrive at least 10 minutes prior to your scheduled appointment time. If you have not completed your new patient paperwork, please arrive 15 minutes prior to your appointment to complete it in the clinic.

 

Safety:

Your comfort and well-being are of paramount importance to us. Prior to your service, please inform us of any medical conditions including pregnancy or possibility of pregnancy, injuries, allergies, dental work within 2 weeks before or after your treatment, vaccinations, high/low blood pressure, sun/tanning bed exposure, medical or dental implants, ailments, disabilities, or illness. Our professionals will review these as well with you to help customize your treatment for your maximum benefit.

Noise

Our spa environment is one of tranquility and relaxation. Please respect all guests’ right to privacy and serenity. Please maintain conversations at a considerate volume in all treatment areas.

Personal Belongings

Please leave all jewelry and valuable items at home. Personal belongings are the full responsibility of the patient and should be kept within your possession at all times. WE are not responsible for lost, misplaced, or damaged items. We will kindly ask you to remove all head and neck jewelry prior to taking photographs

Spa Environment

To provide a tranquil environment for relaxation, we kindly ask you to turn off/silence your mobile phones and other electronic devices during each visit to the spa. We also request that all guests consider the volume level of their conversations to maintain a serene atmosphere.

For safety reasons, the maximum occupancy for each treatment room is 2 people. Anyone accompanying you to your medical spa services is welcome to wait in the reception area or by the front desk.

For the health and safety of our patients and staff, smoking is not permitted in our facility.

Please notify the patient concierge of any allergies or sensitivities to aromas or ingredients when you schedule your appointment.

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