We ask that you arrive 5-10 minutes before your appointment time. This will give you plenty of time to check in, select your polish, and use the restroom if needed. We fully understand that sometimes being late is outside of your control. We will always do our best to accommodate late arrivals (within 15 minutes after your appointment) by performing the most complete treatment possible in the time remaining.
If you're visiting Smudge for the first time, call us and we’ll be happy to answer any questions you may have about our location, parking, and travel options.
If you need to cancel your appointment, please call us at least 24 hours in advance. Cancellations with less than 24 hours notice, or 'no shows' may be subject to a 50% charge on your next visit. Group reservations require 1 week notice of cancellation in order to adjust our team schedule accordingly. 'No shows' for group reservations will be charged in full for services booked.
While we do accept walk-ins when our schedule allows, we strongly suggest calling in advance to make a reservation to ensure availability. During peak seasons and times our ability to accommodate walk-ins is quite low. Please note, for reservations totalling over $25 in service we may request a credit card number to be placed on your file. We do not place a hold on the credit card, and you will only be charged 50% of the booked services in the event of a cancellation with less than 24 hours notice, or a 'no show'.
If you're not satisfied with your treatment, please notify us before you leave Smudge so that it can be resolved at that time. Complaints which cannot be resolved at the time of service, should be notified in email to the Manager and sent to firstname.lastname@example.org.
REFUND POLICY - SERVICES
All of our treatments are carried out by qualified technicians. If you're unsatisfied with your treatment, please let us know immediately. We cannot give refunds on any treatment, but we will look into your concerns right away and do our absolute best to resolve any issues. We strive for 100% client satisfaction and your feedback is always appreciated.
NOISE AND MOBILE PHONES
Mobile phones are permitted. Please maintain conversations at a considerate volume in all treatment areas.
For health and safety reasons and in order to maintain a peaceful, relaxing environment for all of our clients we kindly ask that children are not brought into the spa unless they're getting a Junior Service while parent or guardian is also receiving service. Junior Package is only available if parent or guardian is present, and also receiving service at Smudge.
We are inspected annually by the City Of Ottawa Health Department, and in keeping with our commitment to cleanliness, safety and hygiene, our equipment is sterilized and sanitized with hospital grade disinfectant Accel HLD5 after every service and treatment. We only use hospital grade disinfectants out of respect for our clients health & safety. If you have any questions about our practices please feel free to inquire by email email@example.com
Occasionally we must adjust our prices for a variety of reasons, wage increases, rent & utility price increases, equipment and education and so on. Please trust that we make every effort possible to offer our services at fair, industry standard prices. We work in a service based industry, and our main & largest expense is labour. We believe in compensating our team with fair wages, they are the heart and backbone of our business, and we believe in order to provide our valued clients with a level of service we are proud of, we must pay our team fairly. To ensure the price you expect to pay is accurate and up to date please ask one of our team members for current rates prior to services.
PAYMENT, GRATUITY CUSTOMS & TAXES
For payment we accept Cash, Interac, Mastercard, and VISA. Our service prices do not include gratuity or HST. As with most service based industries, gratuities typically range between 15% - 22%. At Smudge we believe in fair wages, and lead our team with integrity and respect, we expect the same of our clients. Gratuities in Ontario are an integral part of a service providers income. Harmonized Sales Tax (HST) of 13% is added to all of our goods & services as required by law.
PROMOTIONS & PROMOTIONAL GIFT CARDS
At any given time we may be running various promotions, or offering promotional Gift Cards. Promotions cannot be combined, and promotional Gift Cards may only be redeemed once per customer, per promotion, unless otherwise advertised. Promotional Gift Cards have no cash value, and must be used in a single visit.
Unfortunately we might have to cancel your appointments due to therapist/staff illness and emergency. Please rest assured that in such events our first option will be to move your appointment to another therapist on the same day that can accommodate your treatment. In the case that we cannot reschedule your appointment in the same day, we will have to cancel your appointment and rebook you for another day. We will notify you as soon as we can if we need to cancel your appointment.