At Altitude Spa, our mission is to ensure a seamless and dependable booking experience for every guest. To mitigate the occurrence of no-shows and last-minute cancellations, we will now require a valid credit card on file to secure all appointments.

Here’s what you need to know:

Booking Online?

During the online booking process, you will be prompted to enter your credit card information. This step is necessary to complete your reservation. Once submitted, your card will be securely stored in your profile within our system (Booker) for future bookings.

Booking by Phone or In Person?

Our front-end team will manually enter your credit card details into your profile at the time of booking. Please ensure you have your card ready when calling to schedule or modify an appointment.

We appreciate your understanding as this policy is to ensure equitable access to appointments for all guests and to respect the valuable time of our spa team.

If you have any questions or concerns, please do not hesitate to contact our team. We are here to assist you.

Your spa treatments are reserved exclusively for you, and we sincerely appreciate your continued support. We kindly request that you adhere to our scheduling policies.

Cancellations made with less than 24 hours' notice will incur a charge of 50% of the scheduled service fee, which will now be billed to the valid credit card we have on file. This charge will be processed on the same day as your scheduled services. Guests may cancel their appointments online up to 24 hours before the scheduled time. If you need to cancel within 24 hours of your appointment, please contact our front desk at (403) 783-2999.

In the event of a no-show, defined as failing to attend the appointment without prior notice, the full amount of the booked service will be charged to the valid credit card on file. This charge will also occur on the same day as your scheduled services.

To ensure the best experience for all our guests, we strive to maintain an organized schedule. Advance confirmation of appointments guarantees availability and allows our team to provide the highest level of service. Please note that our therapists and technicians are compensated on a commission basis and depend on scheduled appointments.

Thank you for your understanding and support.

At Altitude Spa, we strive to provide a seamless direct billing experience for our guests. Please review the following important information regarding insurance claims and client responsibilities:

Missed Appointments & Late Cancellations

In the event of a late cancellation or missed appointment, we are unable to bill your insurance provider, as doing so would be considered insurance fraud.

Multiple Treatments in One Day

Please note that most insurance providers cover only one massage therapy treatment per day. If multiple treatments are received on the same day, only one session may be eligible for direct billing.

Client Responsibilities

• Clients are expected to understand their own insurance coverage (e.g. benefit parameters, changes to your plan, remaining balances, treatment eligibility, etc.)

• Insurance providers—not Altitude Spa—determine your coverage and reimbursement.

• Any amount not covered by your insurance is due at the time of your appointment. If you are unsure of your coverage, please confirm with your provider in advance or be prepared for payment.

• Our front-end team cannot access detailed information about your benefits or remaining coverage. Please contact your insurance provider directly or refer to your online account, if accessible.

• If insurance systems are unavailable due to maintenance or technical issues, payment will be required at the time of service. You may submit your receipt for reimbursement.

• We can assist with claim submissions but cannot alter or influence decisions made by insurance providers. Documentation can be provided upon request.

• We are unable to directly bill all insurance companies, and not all of our services are compatible with direct billing. Depending on your plan, some services may require manual submission.

• If you have more than one insurance plan, coordinating benefits might be necessary. However, we might not be able to bill secondary insurers directly.

• Your insurance provider may require extra documentation, such as a physician’s note, which could impact the processing of claims.

We offer a 30-day return policy, meaning you have 30 days from the date of receiving your order to request a return.

To be eligible for a return, items must be in their original condition—unworn, unused, and in original packaging. A receipt or proof of purchase is also required.

To initiate a return, please contact us at info@altitudespa.ca. Once approved, returns may be sent to the following address: 6110 48 Ave #3, Ponoka, AB T4J 1K3

If you have any questions regarding returns, you are always welcome to reach out to us at the same email address.

Damages and Issues

Please inspect your order upon receiving it and contact us immediately if an item is defective, damaged, or incorrect. This allows us to assess the issue promptly and make it right.

Exceptions / Non-Returnable Items

If you have questions about whether your item is eligible for return, please contact us for clarification. Please note that sale items and gift cards are final sale and cannot be returned.

Exchanges

Once we receive and inspect your returned item(s) and the return is approved, we will send out a replacement item(s), if you wish to receive the same item(s). 

Refunds

If you wish to receive a refund for your item(s), please return your item(s). Once the order has been received and inspected, we will notify you of the approval status. If approved, refunds will be issued to your original payment method within 10 business days.

Please note that processing times may vary depending on your bank or credit card provider. If more than 15 business days have passed since your return was approved, please contact us at info@altitudespa.ca