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Cancellation Policy

Frequently Asked Questions

What is your cancellation policy?

Spa reservations are guaranteed with a credit card at the time of booking.  Should you need to cancel or reschedule, we require notice at least 24 hours before the appointment or a cancellation fee equal to the cost of the scheduled service will be charged.  Cancelling is easy, and can be done through a phone call to the Spa at 716-699-8996

For group appointments or appointments with multiple services, we require 72 hours notice for any change or cancellation, or a cancellation fee equal to the cost of the services scheduled will be charged.  


Please consider the weather:  Check the weather forecast a few days before your appointment.  If you are not comfortable driving in inclement weather, please reschedule if the forecast is not to your liking.

If you bring your children to your appointment, this will result in the cancellation of your appointment, and you will be charged the full cancellation fee.  We apologize for actually having to make this an official statement, but we have had instances of customers bringing children to their appointments, and that is not fair to the other clients who are trying to enjoy their me-time, nor to our staff who cannot accommodate children while they are providing services.  Please see our policy on children at the Spa.

What if I'm running late?

We ask that you please arrive around 10 minutes before your appointment time to complete intake forms, settle into the Spa and be ready to begin at your scheduled appointment time.  Please make time for traffic delays, especially during ski season and area festivals.


Each service starts and ends at the scheduled time in order to respectfully accommodate all of our Spa guests. If you are late, we cannot ask the next guests to adjust their appointments to your late arrival.  Late arrivals will receive the remaining balance of their scheduled treatment time. No-show or cancellations within the 24 hour period will result in a full service charge.

How should I prepare?

Massage therapy and body treatments are best enjoyed without clothing, allowing greater access for therapeutic benefits.  During a facial, you'll be asked to remove clothing from the waist up to keep product off your garments.  Because necklaces, earrings, etc, tend to get in the way of services, it's best to keep your jewelry at home.

Cupping Therapy Add-On: If you have any health conditions, a doctor's clearance may be required for this service. Do not shave or exfoliate (for at least 4 hours) any of the area where you'll receive cupping therapy. Cupping leaves bruising that may last 3-6 weeks.  Acute skin sensitivity to temperature may develop. Please avoid hot showers, saunas or cold temperatures after your session.

During all treatments your body is fully draped except the area being worked on by your therapist.  Your comfort and ability to relax is paramount to the success of your treatment.  You are free to leave on any foundation garments that help you meet your comfort level.

Hey guys: your beard / mustache is not a barrier to a great facial treatment.  If you do shave, please do so at least two hours before any facial or body treatments.

It's best to eat a light meal before massage therapy services.  Eat as you normally would before a facial, body work or nail services.  And it's always good to hydrate!  Feel free to bring your own water bottle or sports drink to the Spa.

Will my health issue be a problem?

If you have special needs, or have recently experienced an injury, health episode or surgery, please let your Spa Coordinator know when making your appointment.  If you have been in contact with anyone who has been ill, please reschedule your appointment. 


If you're pregnant (congratulations!) please let us know your due date when you schedule your appointment.  We are honored to provide prenatal massage therapy services after the first trimester.

All aspects of our services can be customized, so please let your provider know if you feel any discomfort or would like special attention for a particular area.   We love it when you ask questions and give feedback.  The best experiences come from honest, open communication with your provider.

Do I have to wear a face mask?

We follow New York State's mandates, and do not require masks at this time.  We do, however, require all customers, staff and guests to wash their hands, use hand sanitizer, to NOT schedule if they have been exposed to Coronavirus, nor if they have been feeling at all ill.  

Of course we welcome you to wear a face covering.  If you choose to wear one, your service provider will be happy to wear one, too.  View our Covid-19 information and updates here.

What is your policy on bringing children to the Spa?

Our nail salon provides services for those over 9 years old if accompanied by an adult.  For all other services, you must be at least 18 years of age.  We love children... we have a bunch of our own!  However, of course we cannot allow you to bring your babies or children with you while you are receiving your services, as it is not appropriate Spa etiquette, and not fair to the other guests who are seeking a Spa atmosphere.  We cannot make exceptions (even for those who promise to have the most well-behaved children or sound-sleeping babies), unless you are attending under a Private Event booking.  Bringing your children to your appointment will result in the cancellation of your appointment, and you will have to pay the full cancellation fee.  

Why are e-gift cards purchased through a different company?

We value your data!  Identity theft, data breaches, credit card fraud... these things happen online, and the hackers and fraudsters are upping their games to higher levels every day.  We take privacy and security very seriously, and do not want to put our clients' financial information at risk.  Therefore, we researched the safest methods of offering online gift card purchases, and contracting with a professional, third-party service with the highest levels of data security was the clear answer.  We use Square, a trusted leader of online services.  We are proud of our expertise as massage therapists, estheticians, nail technicians and customer service professionals.  We leave the data security to Square, so you can feel confident that your online data is in the hands of experts, too.

You can also purchase physical gift cards at the Spa anytime during our regular business hours.  We do take gift card orders over the phone to be mailed to the recipient for a $2 service fee for each card we mail.  

Can I shower at the Spa?

At this time, our locker rooms and shower facilities are closed for renovations.  Showers are available in the treatment rooms for those who receive body wraps.  Locker rooms will be reopening soon!

What's the Spa vibe?

We are a place of relaxation, healing and peace.  And we're here to promote a sense of joy!  We will gladly help make your Spa Day special.  Groups may bring a bottle of wine to share, can enjoy photo ops, and can freely chat over a fabulous manicure or while waiting for services.  But keep it down!  We just ask you do this low-key, bearing in mind there are relaxation therapies going on throughout the Spa.  Please: no breakable containers.

Of course we ask you keep cell phones quietly tucked away, or take calls outside of the Spa.  Unless you have booked the Spa for a private party, please do not bring any outside food, party favors or plan any actions which could interfere with other services.  We also ask you do not bring young children with you to the Spa. 

We are making the most of our limited, socially-distanced space until the Spa can come back at full capacity.  Until then, we are just so happy to have you here and will do our best to make your visit a beautiful, joyful experience. 

Can I just walk in?

Yes, our entry doors are closed.  But we still welcome your visit!  We continue to play it safe while the pandemic is still posing risks.  By keeping the entry closed, we regulate unnecessary foot traffic in and out of the Spa to help control the spread of Coronavirus.  View our Covid-19 information and updates here.

For those seeking appointments, looking to buy gift cards, or for shoppers who just want to browse our boutique for gifts or products, please feel welcome to enter.  We frequently have nail salon and facial appointments ready for walk-in or same-day schedulers.  

Can I book for a group or private party?

We understand that everything is more special when you share it with friends.  Although our calendar is always stacked with appointments, we will do our best to accommodate duo or group appointments.  Group appointments are capped at a maximum of 4 appointments per group on Saturdays.

If you would like to book for more than one person, it may be easier to do so by calling the Spa to speak with our Scheduler.  Our Scheduler may be able to access booking options which are not available online.

Want to book the entire Spa for a private event?  We love that!  A day at the Spa is a wonderful way to show your group how much you appreciate them.  We would be delighted to discuss how we can assist you in creating a special private event to celebrate your employees, volunteers, or other group of VIPs.  Your group can book for the day, or half days Sundays through Thursdays, with a minimum service requirement.  You'll be surprised at how easy and affordable it is to book a private event for your group. We now offer the opportunity to book just the nail salon for your group as well!  Please call or email the Spa Coordinator to find out more about private events at Ellicottville Oasis Day Spa.

Running Late
Health Issues
Face Mask
E Gift Cards
Groups and Parties

Still have questions?  Contact us and we'll be happy to help you!

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