Policies

When scheduling an appointment with us you are agreeing to abide by our policies

CANCELLATION & RESCHEDULING POLICY

WE HAVE A STRICT AND ENFORCED 24 HOUR CANCELLATION & RESCHEDULING POLICY.

Your appointments are very important to us and it is reserved especially for you. We understand that sometimes schedule adjustments are necessary; therefore, we respectfully request at least 24 hours notice for cancellations. Please understand that when you forget or cancel your appointment without giving enough notice, we miss the opportunity to fill that appointment time, and clients on our waiting list miss the opportunity to receive services. We also still need to pay your service provider for their time. Since the services are reserved for you personally, a Cancellation fee will apply. The cancellation policy allows us the time to inform our standby guests of any availability, as well as keeping our team members schedule filled, thus better serving everyone.

Appointments cancelled OR rescheduled within 24 hours of the scheduled appointment time will result in a $25 fee per appointment scheduled (or forfeiture of deposits).

Not showing for an appointment OR canceling/rescheduling after the appointment time has started will result in a "No Show" charge which is the FULL PRICE of the appointment.

*Credit card reservations are required to uphold our cancellation & rescheduling policy.

*A gift card on file may be charged in lieu of a declined credit card on file.

*Fees are non refundable.

EMAIL & TEXT NOTIFICATIONS

Please pay attention to your email and text notifications when an appointment has been booked. These notifications will have all the details about your upcoming appointment including the address of the location you booked at, the date and time of your appointment, and the service you booked. If the information in your notifications is not correct, please contact us immediately to update your appointment. We do not waive cancellation or no show fees if you show up at the wrong location.

DEPOSITS

New clients are required to pay a $25 deposit per service scheduled ($50 for a couples massage). The deposit can be refunded up until 24 hours of the appointment start time. The remaining balance is to be paid at checkout after the service is completed.

BOOKING AN APPOINTMENT FOR SOMEONE ELSE

When booking an appointment for a friend or family member, you are agreeing to use your credit card on file to hold the appointment and authorize the charge of any fees if the person cancels or does not show for their appointment.

ARRIVAL TIME

Please arrive 10 minutes before your appointment. This gives you plenty of time to fill out any needed paperwork and use the restroom. Arriving after the scheduled time of your appointment will take time off of your service. If you are more than 15 minutes late your appointment will be subject to cancellation and charged the cancellation fee.

GIFT CERTIFICATES

Our gift certificates are valid at both our locations. We require a $5 activation fee to redeem any gift certificate after the one year expiration date (the value of the expired gift certificate is still valid. Promotional values expire after 1 year. Expiration dates of 5 years or more are no longer valid and will not be honored.)

NOISE

Being that we are such a small practice, noise travels easily. We ask that cell phones are on silent and you use a quiet tone of voice to be mindful of other services going on. Service providers will not bring you back to the service room until you are off your cell phone. If your cell phone rings during service we will ask you to put it on silent.

MINORS IN THE SPA

Since we are a peaceful and quiet atmosphere we ask that minors are not brought along to your service unless they are receiving a service. Minors cannot be left alone unattended in the reception area or brought back to the service room. Minimum age to receive massage therapy is 14. Minimum age to receive a facial is 13. For all clients under the age of 18, a parent or guardian must sign a consent form prior to the appointment. Minors aged 14 to 15 must have a parent or guardian remain in the treatment room during the service, while those aged 16 to 17 must have a parent or guardian remain on the premises. Additionally, all female minors will be scheduled with a female therapist.

REFUNDS

We do not offer refunds on services, deposits, gift cards, products or cancellation and no show fees.

NON DISCRIMINATION & GENDER IDENTITY

We are committed to maintaining a workplace where all individuals are treated with dignity and respect. Discrimination of any kind is not tolerated. We do not discriminate based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by federal, state, or local law. Once an employee begins working full-time in the gender that aligns with their gender identity, they will be represented and referred to in that gender for scheduling and client-facing purposes.

CLIENT CARE & ETHICAL STANDARDS

Thank you for choosing Bambù Massage & Spa. We are committed to providing a safe, professional, and stress-free experience for every client.

Code of Ethics & Professional Standards
All of our service providers are licensed in the state of North Carolina and are thoroughly vetted through criminal background and employment reference checks. They are also trained in professional ethics and are held to the highest standards of care and conduct.

We understand that concerns about inappropriate behavior in the wellness industry are valid. That’s why we’ve established clear policies and safeguards—to protect both clients and service providers and to uphold a standard of professionalism at all times.

Client Responsibilities & Conduct
To help us create a respectful and professional environment, we ask that all clients arrive on time and communicate clearly with their providers. If you are late for your appointment, we will do our best to accommodate you; however, your service time may be reduced if no additional time is available.

Any inappropriate behavior, comments, or advances—verbal or non-verbal—will result in the immediate termination of the session.

Our Pledge to You
Your comfort, safety, and satisfaction are our top priorities. If at any time you feel uncomfortable or unsafe, we encourage you to speak with management immediately. We are committed to handling any complaints with transparency, discretion, and seriousness. If necessary, we will work with you to report any inappropriate behavior to the proper authorities and support any investigation.

Should an allegation be made against a service provider, that provider will be suspended while the matter is under review.

Your Rights During a Service
You have the right to control your service. We encourage you to communicate your preferences at any time:

Let your provider know your desired pressure, areas of focus, or anything you wish to avoid.
You are always properly draped during services. Undress only to your level of comfort. You may keep undergarments on; your provider can adapt the treatment accordingly.
If you prefer to bring a companion into the room during your service, please let us know in advance. We will do our best to accommodate your request in accordance with local guidelines (a signed release form may be required).

Clear Boundaries & Professional Conduct
Our service providers are expected to maintain a professional relationship with all clients at all times.

This includes:

No working on the breasts or abdomen.
Gluteal work is only performed with clear, expressed client consent, over the sheet and with proper draping.
Inner thigh work is limited to halfway between the knee and groin.
Chest work is permitted no lower than one inch below the collarbone.

Providers are prohibited from:

Asking to see clients outside of work or engaging in overly personal conversation.
Making personal comments or discussing a client’s body, lifestyle, or relationships.
Allowing their breasts or genitals to come into contact with any part of the client’s body.
Any breach of these professional boundaries will result in immediate disciplinary action.

Our Ethical Commitment
All providers at Bambù Massage & Spa pledge to:

Deliver the highest quality of massage and skin care services.
Treat every client with dignity, without discrimination or bias.
Respect the privacy and confidentiality of all client information.
Uphold a professional appearance and demeanor at all times.
Continue developing their skills and knowledge through ongoing education.
Avoid any action that may cause harm to the physical, emotional, or mental well-being of clients or colleagues.