Spa Policies

Appointment Policies and General Information


Appointments & Consultations

To schedule an appointment at the Hamilton Location, please call: 905-393-7546 Or the Burlington Location: 905-631-5956

New clients are always welcome at Laser Spa Group. Our sta­ff will be pleased to assist you in any way possible and all e­fforts will be made to accommodate your schedule while taking your appointment.

As we would like your day to run as smoothly as possible, the following ‘spa/clinic etiquette’ will help prepare for your visit.

Cancellation Policy

Please respect our schedule by keeping appointments. If you must reschedule or cancel, please notify the Spa a minimum of 48hrs in advance so that we may release your obligation and allow another guest to enjoy services. Your scheduled appointment is reserved exclusively for you and is considered confirmed when it is made. We require 48 hour advanced notice to reschedule or cancel an appointment, no exceptions. A credit card is required to reserve some services and deposit must be made to secure a CoolSculpting, Belkyra or Sculptra procedure that is booked. Same day bookings are considered confirmed.

There is a $75 fee for all missed appointments, or appointments that you reschedule or cancel within 48 hours of your appointment time. Automatic voucher redemptions if applicable, Vouchers are immediately redeemed. The cancellation fee is applied to your profile and payable on your next visit.

Example: if your appointment is at 10 am, you must cancel or reschedule before 10 am on 2 days before your appointment. To avoid misunderstanding, our staff­ is trained to remind you of our policy.

Confirmation Calls

As a courtesy, we email a reminder 1 week before your appointment and send a text 72hours hours before. We may occasionally call you, too. Please make sure you give us the best number and email to reach you when you call to make an appointment. Please note that it is ultimately your responsibility to maintain your appointment and not ours to remind you. For your convenience you can reach us in 7 di­fferent ways:

  • Call us or leave a message at 905-393-7546, or 905-631-5956
  • Email
  • Use the online booking form on our website
  • Use the Google messaging option on our google page
  • Use the Tidio widget chat box that pops up on our website
  • Send us a DM (Direct Message on our social media platforms Instagram and Facebook


To assure timely service to all our clients, we recommend that you check-in 15 minutes prior to the start of any appointment to find our location, allow for check in procedures, change into spa attire and receive full consultation. Lateness may result in customizing your service to fit the remaining booking time. We run by appointment and would like you to enjoy the full length of your service without shortening your experience.

Late Arrivals

A late arrival will take away from the time reserved for your service. In fairness to others, your treatment must end on time so the next client’s session can begin on time and we do not get backed up. If you are late, we will do our best to accommodate you and complete as much of your treatment as possible or provide a service that requires less time. If you are very late, you will have to be rescheduled and a $75 penalty fee will be applied. Existing clients must arrive 5mins prior to scheduled appointment time. First time clientsmust arrive 15 mins  prior to scheduled appointment time.


We are dedicated to helping clients achieve their skin care goals. If you would like to have a consultation with a Laser Spa Group Specialist before choosing a service, or before deciding on your laser solutions, you may book a free 60 minute consultation with one of our Consultants.


We recommend scheduling your appointment a minimum of two weeks prior to your arrival for the widest selection of times and treatments. Walk-ins are welcome based on availability. Weekends are very popular. If possible allow 3-4 weeks for availability. Treatment times are approximate in duration.

Return/Refund Policy

Services – If you no longer wish to complete a package, service or membership series, any remaining funds may be transferred towards another service. Remaining balance will not include the price of the free treatment in the package, service or membership. No cash or charge refunds will be given. Unused credits will be made available on your profile at LSG for your use or transferred recipient. LSG reserves the right to consider and give (or not), service(s), product(s) or gift(s) as a means of concession to meet and satisfy client expectation in good will.

Product Returns

Products – Unopened and unused skincare products, in their original packaging and with a receipt, may be returned within 14 days. If you have an issue with your skin care product please bring it to us in person with your concerns. Any other products or items purchase from LSG is a final sale – no exceptions. We do not offer refunds of any kind.

Standing Appointments

Find the best time in your schedule for booking your regular appointments whether it is weekly, bi-weekly or monthly.

Personal Items

We are not responsible for lost or stolen items and encourage you to keep valuables at home.

Spa Etiquette

Our spa is designed to provide a relaxing experience for some of our facial and body treatments. As such, we ask our guests to turn off­ cell phones and electronic devices, maintain quiet conversations and refrain from bringing children into the spa area. Spa premises are limited to persons 13 years or older if possible, but we will make exceptions if it arises.

No Unsupervised Children or Pets Allowed

Due to safety reasons, children and pets cannot be left unattended while service is been performed. We highly suggest you make alternate care arrangement for children to get the most out of your time and service at Laser Spa Group. Thank you.


When booking, please advise us of any health conditions (including pregnancy), allergies, injuries or special needs which may affect your services. You will be required to complete a health questionnaire intake form to this regard. We require this to be completed for your safe assessment.  You must let us know ahead of time if you are pregnant, have any health problems such as high blood pressure, prone to cold sores, recent sun exposure etc., or if you have any special needs or requests. If you are having our Mineral Salt Scrub, or any exfoliation treatments as part of your day, please do not shave 24 hours prior to this service. The treatment may irritate freshly shaven skin.

Massage and Body Treatments

Please specify therapist gender preferences at time of booking. You may consult with the therapist directly about their technique and the level of pressure before your treatment begins. Guests under the age of 18 require parental consent in order to receive massage treatments. It is also important to note that Spa Estheticians are trained only in delivery Hot Stone and Spa Relaxation Massage Therapy. Spa Estheticians are not trained or qualified to deliver deep tissue or deep pressure massage techniques. For deep tissue massage, we recommend an RMT massage delivered by a RMT Massage Therapist.


As in all service related businesses, it is common practice to tip the person who has done a good job to the satisfaction of the customer or guest. If you are pleased with your service, you are welcomed to tip your provider however please note that it is not mandatory. Our staff­ will be happy to assist you.

Client Feedback

Your comments and suggestions are vital to us if we are to provide the quality of service that is aligned with our mission statement. We appreciate and are open to them.

Privacy Policy

At Laser Spa Group, we respect and protect the privacy of our customers and those who use our website and our services and products. When you give us your email, contact information or phone number, Laser Spa Group will not share that information with any other organization or individual. We may contact you from time to time with new procedures, products and updates or with special events/off­ers. If you reply asking us to remove your name we will immediately do so. We are here to service you and not to harass you. Your information, photos and documents are stored on a HIPPA compliant database and only authorized staff have access to any information about our clients.

Billing & Payment

Cosmetic and Aestheticians’ services are not medically necessary, therefore insurances will not cover them. You will be personally responsible for any services provided at Laser Spa Group. We accept the following credit cards: VISA – MASTERCARD – AMERICAN EXPRESS We also accept Cash, Debit, WaySpa, Spa Finder, BarterPay, E-transfer.

We reserve the right to price adjustment without notice.



Laser Spa Group Gift Cards & Certificates are not refundable & not redeemable for cash.

Unused balances on Laser Spa Group Gift Cards will remain as available balances on Laser Spa Group Gift Card.

Unused balances on Laser Spa Group Gift Certificates will remain as available in-store credit on client profile.

Laser Spa Group First Time Client discount only applies to highest valued spa service if more than one service. Cannot be combined with other Current spa deals, Spa promos, Spa packages, Spa products, WaySpa, SpaFinder, other discount offers

Gratuity & Tax not included in Laser Spa Group Services, Products, Gift Cards & Certificates.

Gratuity & Tipping is discretionary at Laser Spa Group. Tax is not discretionary and mandatory. Taxes Payable at time of service on ALL services & products including merchant dealer vouchers.

Gratuity & Tipping not allowed on Laser Spa Group Gift Cards & Certificates.

Gratuity & Tipping not allowed on Merchant Dealer Gift Cards or Certificates such as WaySpa, Spa-Finder and others.

Merchant Dealer Third-Party Gift Cards & Certificates such as WaySpa, Spa-Finder & others are not acceptable as a form of payment towards Current Spa Deals, On-Going Spa Promos, Spa Packages, Spa Retail Products

Discount/Voucher Stacking Not Allowed – We accept only One (1) Third Party Gift Cards & Certificates/Vouchers per visit per client. This applies to third party cards such as (not limited to) WaySpa, Spa-Finder etc.


Gift Cards

Give the gift of energy and time to someone special. Beautifully designed and presented, all services, packages, and series treatments are available as Gift Cards for that special occasion. Customized packages are also available. Phone and mail orders are welcome. Please check with our receptionist to see if the guest you are buying for has a wish list established with us. At Laser Spa Group, we off­er many fantastic deals and specials. Our gift cards are a great way to get the best services and also make excellent gifts for loved ones. With our gift cards, our clients can buy services when it’s convenient or, “bank” them in their account until the time comes when they need them. This is a great service that not many medical spas off­er so you should definitely take advantage of it! Sometimes, people are hesitant about buying gift cards for friends or family. They are afraid that it may be too personal or they might off­end someone. Has that gone through your mind too and kept you from getting one as a gift? Well, we are here to tell you that a Laser Spa Group gift card is one of the best gifts you could give someone! Your loved one can use the gift card for any service we off­er at the spa, so they can get the exact service they need or want. How could that ever be a bad gift? If you buy the wrong gift, do not worry! At Laser Spa Group, we can apply the dollar amount toward any service. So, if you have bought someone laser hair removal or a skin tightening treatment, but they would rather have BBL or Oxygeneo, we can give them that! We make sure that all our clients get exactly what they want and need!

Dollar denominations for gift-giving is also available through our convenient gift card program. Laser Spa Group Gift Cards work like a debit card. Value in the form of dollars is stored on the card and deducted when paying for spa services. The card can be used to pay for all spa services, not including retail products. Any unused balance remains on the card for future use. Additional value can easily be added to the card at any time. Gift Cards are not refundable for cash, only spa credit.




Waxing or any laser treatments not recommended for Accutane users.

Diabetic patients excluded from Paraffin treatment and Hot Stone Massage Treatment for health safety reason.

Sales Tax (HST) not included in Prices displayed.

Services, Prices and Spa Hours are subject to change without notice.

Arrive 15mins before appointment time to complete health/spa questionnaire.  Please see Late Arrival Policy for full details.

If you must cancel or re-schedule an appointment, please let us know 24 hours in advance in order to avoid a full service charge. Please see Cancellation Policy for full details.

We regret that the Laser Spa Group cannot be responsible for loss or damage of personal articles. We encourage all clients to keep valuables with them at all times.

Laser Spa Group is not responsible for Lost Gift Certificates.

Public health and safety is our No 1 Priority. To meet the highest standards  in health and safety, all of our spa equipment and tools undergo  stringent cleaning and disinfection protocols. We strictly abide by Hamilton and Halton Public Health & Safety codes and regulations. All instruments are sterilized with a high-level broad spectrum sanitizer.


Laser Spa Group Consumer Policy


Most of our treatments require consumable & disposable applicators that we purchase specifically for you, therefore all purchases & deposits are strictly final. ALL SALES ARE STRICTLY FINAL. NO REFUNDS. NO EXCEPTIONS. With all medical devices and pharmaceuticals, there are no guarantees in medicine. While medical treatments are put through clinical studies ( to determine their safety and efficacy, there are always going to be a percentage of people who do not see efficacy, with any drug/medical device.


We are dedicated to helping clients achieve their treatment goals. All consultations are always complimentary! All consultations are 30-60 minutes depending on your skin/body concerns.


With all medical devices and pharmaceuticals, there are no guarantees in medicine. As stated in the medical literature in which clinical studies are published, not everyone will respond the same to treatment, and the results depend on a variety of factors such as degree of laxity of the treated skin, healing response of the patient, and genetic predisposition. here are always going to be a percentage of people who do not see efficacy, with any drug/medical device.

Client Notice For Good Faith Assessment

A little known fact (at least in the minds of clients) is that COSMETIC ELECTIVE PROCEDURES such as Botox Fillers, and others require a Medical Directive. Because of this fact, a Physician, Nurse Practitioner or Physician Assistant is required to assess the patient before a Registered Nurse renders services. We do require every patient at our facility to go through this procedure because we believe in strictly adhering to the laws and regulations set forward by the medical and nursing boards of Ontario and Canada. Your Nurse will have our Nurse Practitioner evaluate you for an assessment for each new client and also once yearly as a follow up. If there are any changes to health or treatment plan we can perform this additional assessment more than once.