• A valid credit card is required on file to secure all appointments.

• By booking an appointment, clients acknowledge and agree to our cancellation and no-show policies.

• We recommend arriving approximately 10 minutes before your scheduled appointment to allow time for check-in and any necessary paperwork.

We understand that illness and unexpected circumstances can arise. At the same time, appointment times are reserved specifically for each client, and last-minute cancellations often leave us unable to offer that time to another client.

• We require a minimum of 24 hours’ notice to cancel or reschedule an appointment.

• Appointments cancelled or rescheduled with less than 24 hours’ notice are subject to a fee of 50% of the scheduled service(s).

• No-shows are subject to a fee of 100% of the scheduled service(s).

• Our cancellation policy applies to illness and other unexpected circumstances. This allows us to apply our policy consistently and fairly to all clients.

• We understand that true emergencies can occur. Any exceptions or account credits are provided at the discretion of White Willow Medi Spa and are not guaranteed.

• For minor illnesses, such as a mild cold, please contact us if you are unsure whether you should attend. Our team can advise you based on the treatment you have booked and take appropriate precautions when it is safe to proceed.

• We kindly ask that you arrive on time for your appointment.

• Arriving more than 15 minutes late may require us to shorten, modify, or reschedule your treatment so we do not impact the appointments of other clients.

• If an appointment must be rescheduled due to a late arrival, applicable cancellation or rescheduling fees may apply.

• Treatment and service fees are non-refundable.

• Completed treatments are non-refundable.

• Skincare products may be exchanged for store credit within 7 days of purchase, provided they are unopened, unused, and in their original condition.

• Packages, prepaid treatments, memberships, gift cards and promotional purchases are subject to the terms provided at the time of purchase.

• To maintain a safe, professional and relaxing environment, children and additional guests are not permitted in laser treatment areas.

• Clients requiring assistance or wishing to bring a support person are encouraged to contact us before their appointment so appropriate arrangements can be made.

• Promotions, discounts and special offers cannot be combined unless otherwise stated.

• Promotional offers are subject to their individual terms, conditions and expiry dates.

• Membership pricing, inclusions, benefits, cancellation terms and other conditions are provided at the time of enrollment.

• We securely maintain client information necessary to provide our services, which may include contact information, medical history, consent forms, photographs and treatment records.

• Client information is used to provide safe and personalized services and for appropriate administrative purposes, including appointment reminders, treatment follow-ups and client communication.

• Client information is handled confidentially and only accessed or disclosed as permitted or required for the provision of services or by applicable law.

• Our team is expected to maintain appropriate confidentiality and privacy standards when handling client information.

• A valid credit card is required to reserve an appointment.

• By booking with us, clients authorize applicable cancellation or no-show fees to be charged in accordance with the policy communicated at the time of booking.

• Payment information is handled through our payment processing systems and is used only for authorized transactions and applicable fees.

• We do not sell client payment information.

For your safety, it is important that we have accurate and up-to-date health information before providing treatment.

• Please notify us of any changes to your health, including new medical conditions, diagnoses, surgeries, allergies or skin conditions.

• Please advise us of pregnancy or breastfeeding, as certain treatments or products may need to be postponed or modified.

• Please inform us of any new medications, supplements or changes in dosage, including prescription and over-the-counter medications.

• Certain medical conditions, medications or recent procedures may affect your eligibility for treatment.

• White Willow Medi Spa reserves the right to postpone, modify or decline a treatment when necessary for client safety.

White Willow Medi Spa is committed to providing a safe, respectful and professional environment for our clients and team members.

• We have a zero-tolerance policy for verbal abuse, harassment, threats, intimidation, discriminatory language, aggressive behaviour or inappropriate conduct directed toward our staff, providers, clients or guests.

• We understand that concerns and frustrations can arise, and we welcome respectful communication so that we have the opportunity to address them appropriately.

• Yelling, swearing at, insulting, threatening, belittling or otherwise verbally abusing a member of our team will not be tolerated.

• If inappropriate behaviour occurs, the interaction or treatment may be ended immediately and the individual may be asked to leave the premises.

• Serious or repeated incidents may result in the cancellation of future appointments and the individual being refused future services at White Willow Medi Spa.

• Where behaviour presents a safety concern or involves threats, harassment or violence, appropriate authorities may be contacted.

We appreciate our clients treating our team with the same kindness, dignity and respect that we are committed to providing to every person who enters our space.