Terms &
Conditions.

1. Scope, Services, and Consent

• These Terms apply to the Relax & Refresh website, client portal, mobile esthetician services, treatment packages, booking requests, waitlist, payments, and related communications.
• Published descriptions are general information, not medical advice, diagnosis, or a guarantee of a particular result.
• Each client must provide accurate information and give informed, voluntary, service-specific consent. Consent may be withdrawn at any time; the practitioner may modify or stop the service accordingly.
• A practitioner may postpone, modify, stop, or refuse a service where it is unsuitable, consent is absent, contraindications exist, the environment is unsafe, professional boundaries are not respected, or law or policy requires it.
• Availability, eligibility, and public descriptions may change prospectively. A confirmed booking records the service, duration, price, practitioner, location, and applicable terms for that appointment.

2. Booking, Attendees, and Appointment Types

• A displayed time, temporary hold, waitlist entry, or submitted Request Booking is not a confirmed appointment. Your appointment is confirmed only when you receive an on-screen or written confirmation from Relax & Refresh.
• Each attendee must have an accurate client profile, complete required intake information, and provide their own consent. A person arranging a multi-attendee appointment may not consent for another capable adult.
• Back-to-back appointments are consecutive services. Simultaneous appointments require enough approved Refresh practitioners with overlapping travel and treatment availability.
• You must provide the correct service address, access, parking, entry, attendee, and contact details. A material change may alter availability, travel price, practitioner matching, or the confirmed booking.
• We may decline or cancel a booking or request if we cannot safely provide the selected service, reach the address, assign a suitable practitioner, or obtain required payment or consent.
• Intake and consent requirements may differ by treatment. Failure to complete a required step may delay, shorten, reschedule, or prevent the appointment.

3. Cancellation and Rescheduling

Reserved treatment and travel capacity are held specifically for the booking. Unless a non-waivable statutory right applies, cancellation and material rescheduling fees are:

• The percentage applies to the affected scheduled treatment price. Tax is added to a fee only where legally required.
• For group, back-to-back, or simultaneous bookings, the fee applies to each reserved service or attendee affected by the change.
• Reducing a duration, attendee count, service count, or practitioner requirement inside the notice window may be treated as cancellation of the released portion.
• A no-show includes being unavailable at the confirmed location or being unable to begin because required access or a reasonably safe treatment space was not provided.
• We may waive or reduce a fee for a documented emergency, illness, dangerous weather, or another exceptional circumstance. A discretionary exception does not permanently change the policy.
• If we cancel and cannot provide a reasonable alternative, amounts paid for the unprovided service will be refunded or credited as required by law.

4. Prices, Travel, Cards, and Payment

• Published prices are in Canadian dollars before HST unless explicitly stated otherwise. Your selected duration, attendees, eligible enhancements, travel, and applicable HST determine the final total.
• Travel fees are based on confirmed route distance and service details. A route estimate may change if the address, practitioner, schedule, route data, or booking details change before confirmation.
• The treatment, travel, and enhancement total will be shown before you confirm and pay for an appointment.
• A valid card on file may be required to protect reserved time, coordinate simultaneous services, accept a waitlist offer, or cover an amount authorized by these Terms and the confirmed booking.
• Card payments are securely handled by Stripe. Relax & Refresh does not receive or store your full card number or security code.
• You authorize charges expressly permitted by the confirmed booking, the cancellation policy, an accepted request, and applicable law. A payment retry or outstanding balance does not authorize an unrelated charge.
• Completed services are final, subject to rights that cannot legally be excluded. Report a concern promptly so it can be investigated; an adjustment, re-service, refund, or credit may be offered where appropriate.

Published travel fee schedule

Your travel fee is based on estimated route distance to the confirmed service address and will be shown before you book.

5. Holds, Waitlist, and Request Booking

• A temporary hold expires automatically and does not guarantee an appointment unless confirmation is completed before expiry.
• A waitlist submission records preferences, not a reservation. An offer may have a response deadline and may be released if it is not accepted in time.
• Request Booking submissions may be approved, declined, or allowed to expire after practitioner, travel, service, safety, and capacity review.
• Group and simultaneous requests may require separate attendee details, matching appointment types, multiple practitioner confirmations, and a valid card.
• Repeated, automated, fraudulent, or abusive requests may be paused, declined, or blocked.

6. Mobile-Service Conditions, Conduct, and Safety

• You must provide a clean, private, reasonably quiet, temperature-appropriate, smoke-free, and safe treatment area, along with safe entry, parking, lighting, and a clear route for equipment.
• Pets must be secured when requested. Children and other household members must be supervised and may not interfere with safe service.
• Practitioners may use professional travel and safety check-ins. Emergency events may result in management or emergency services being contacted.
• Sexual remarks, inappropriate exposure, advances, harassment, discrimination, threats, aggression, unsafe intoxication, illegal activity, or other boundary violations may end the service immediately, result in a charge where lawful, and lead to refusal of future service.
• If you are late or unavailable, the appointment may be shortened without reducing the fee. If the practitioner is delayed, we will communicate where reasonably possible and may extend, reschedule, refund, or credit as appropriate.
• Neither party is responsible for delay caused by events reasonably beyond its control, but this does not remove payment obligations for services already provided or rights that cannot legally be limited.

7. Website, Portal, Communications, and Electronic Agreement

• You are responsible for accurate submissions, protecting portal and booking credentials, and promptly reporting suspected unauthorized access.
• You may not impersonate another person, access another client's information, interfere with the website, copy protected content without permission, submit repeated automated requests, provide fraudulent payment information, or misuse booking and messaging features.
• Checkboxes, actions completed after you sign in, electronic signatures, and confirmed online checkouts may form electronic agreements. The applicable version, price, and confirmation will be made available as required by law.
• Essential appointment, payment, security, consent, and service messages are separate from optional marketing. Declining marketing does not prevent messages needed to fulfill your request.
• Portal information is provided for convenience. If something appears incorrect, contact us promptly so we can review our records.

8. Changes, Consumer Rights, and General Terms

• We may update these Terms for future appointments. You will be shown the current version when booking. A change will not remove a right you have already gained or a right protected by law.
• These Terms are governed by Ontario law and applicable Canadian federal law. Ontario courts have jurisdiction, subject to any consumer right to proceed elsewhere.
• If a provision is unenforceable, it will be limited or severed only as necessary. A delayed enforcement is not a waiver.
• These Terms, the Privacy Policy, the confirmed booking or accepted request, and any specific written disclosure form the applicable agreement. A more specific confirmed term controls over a general term where they conflict.
• Nothing in these Terms limits rights under the Ontario Consumer Protection Act or another law that cannot be waived.