Terms of Agreement and Spa Etiquette: MATO Tropical Therapies – Experiential Spa

At MATO Tropical Therapies – Experiential Spa, we prioritize your experience while ensuring smooth scheduling for all our guests. To achieve this, we have implemented the following policies. Please take a moment to review the guidelines outlined below:

### Cancellation Notice:
1. If you need to cancel or reschedule your appointment, we kindly request that you provide at least 24 hours’ notice prior to your scheduled appointment time.
2. Cancellation or rescheduling requests can be made by contacting our reception team at +27 (72) 271-7490 or via email at info@matotropicaltherapies.co.za.
3. When contacting us, please include your name, appointment date, and time, along with your cancellation or rescheduling request.

### Late Cancellation or No-Show:
1. If you fail to provide the required 24 hours’ notice, a late cancellation or no-show fee will apply.
2. The fee for late cancellations or no-shows will be equivalent to the full cost of the scheduled service.
3. This fee will be charged to the credit card on file or will be requested at the time of reservation.
4. Late payments will incur a late payment penalty of R100 per day until the amount is paid in full for missed or late cancellations or no-shows.

### Treatment Satisfaction:
1. Treatments that you are not happy with are not refundable; however, we will do our best to address any complaints that arise in a reasonable timeframe.
2. Possible resolutions may include free treatments, discounted treatments, complimentary Enhancers, or vouchers for future visits after a full investigation into what went wrong takes place.
3. The decision regarding any resolutions will be the sole discretion of MATO Tropical Therapies – Experiential Spa. Should we need to change your spa specialist, please communicate these details with us.

### Extenuating Circumstances:
1. We recognize that emergencies and unexpected situations may arise. If you are unable to provide the necessary notice due to valid circumstances, please reach out to us as soon as possible to discuss your situation.
2. Exceptions to the cancellation policy will be considered on a case-by-case basis at the discretion of MATO Tropical Therapies – Experiential Spa.

### Rescheduling:
1. If you wish to reschedule your appointment with at least 24 hours’ notice, we will do our best to accommodate your request based on Spa Specialist availability.
2. If your preferred date and time for rescheduling are not available, we will work with you to find a suitable alternative.

### Communication Policy:
1. To maintain professionalism and ensure a smooth experience, no exchanging of contact information is allowed between Spa Specialists and guests.
2. All communications must be conducted via our spa website, social media, email, or by calling us directly.

### Confidentiality:
1. Your confidentiality is of utmost importance to us. Nothing said, treatment performed, or personal information provided during your visit will leave the spa. Your privacy is respected and protected at all times.

### What is Spa Etiquette?
Spa etiquette refers to the expected behavior and manners that are appropriate when visiting a spa. Whether you’re a seasoned spa-goer or a first-time visitor, it’s essential to know the proper etiquette when visiting a spa. Proper spa etiquette helps to create a relaxing atmosphere for everyone, including other guests and the staff. Here are some important spa etiquette tips to ensure a pleasant and enjoyable experience:

1. Arrive on Time: It is important to arrive on time for your appointment to avoid inconveniencing other guests. We strongly recommend arriving around 15 minutes early to complete any necessary paperwork without feeling rushed.

2. Reserve in Advance: MATO Tropical Therapies is a By Appointment Experiential Spa. While most spas will accept walk-in appointments, they tend to get reserved quickly. Reserving your treatments in advance ensures availability and allows you to plan your day better.

3. Dress Appropriately: Wear comfortable, loose-fitting clothing and shoes. Many spas provide robes and slippers, but if not, ask if you should bring your own. Avoid jewelry and makeup, as they may need to be removed during treatments.

4. Shower Before Your Appointment: Showering before visiting a spa is important for personal hygiene and consideration for other guests. It helps open up your pores and prepares your skin for treatments.

5. Communicate Your Needs: Let the staff know about any specific needs or preferences you have, such as areas to focus on or avoid during a massage.

6. Turn Off Your Phone: The spa is a place for relaxation. To respect others, turn off your phone or put it on silent mode.

7. Respect Others’ Privacy: Maintain a quiet atmosphere and respect the personal space of other guests. Follow the rules set by the spa.

8. Tip Appropriately: Tipping can be any amount but should not be lower than 15-25% of the service price. Check with the spa for their specific guidelines.

9. Use Common Courtesy: Treat others as you would like to be treated. Dispose of trash properly and leave the spa clean and tidy for the next guest.

### Spa Etiquette and Policies:
– Right of Admission: Right of admission is reserved. We reserve the right to deny access to any person we deem to be acting in an inappropriate or unsafe manner.
– Age Policy: Guests younger than 16 years must be accompanied by an adult for the duration of the treatment. Junior Bliss treatments (where available) are designed specifically for children aged between 5 -16 years.
– Mobile Phones: Ensure cellular/mobile phones are switched off during treatments.
– Facility Attire: A swimming costume must be worn when using the sauna, steam room, or Jacuzzi (where these facilities are available).
– Pricing: All prices are subject to change without prior notice. Products purchased are not refundable.
– Guest Responsibility: Treatments and the use of MATO Tropical Therapies – Experiential Spa facilities are at the guest’s own risk. MATO Tropical Therapies – Experiential Spa will not be held liable for any adverse reactions during or after treatment, or any other injury suffered on the premises. Personal items should be safely stored in private units or the lockers provided.

### Cancellations and Late Arrival:
– MATO Tropical Therapies – Experiential Spa reserves the right to charge in full for appointments cancelled with less than 24 hours’ notice and no-shows. Should cancellation/rescheduling not be made in time, the full treatment fee will apply. Late arrival will result in a reduction of treatment time, while the full treatment fee will still apply.

### Medical Disclaimer:
– The services offered are not a substitute for medical care. Any information provided by the spa specialist is for educational purposes only and not diagnostically prescriptive in nature.

### Consent to Treatment of Minor:
– If the guest is under 18 years of age, a parent/guardian must consent. The parent/guardian will be required to sign consent prior to treatment, authorizing the MATO Tropical Therapies – Experiential Spa Specialist to administer massage, bodywork, or somatic techniques to their child or dependent, as agreed at the time of treatment.

We appreciate your understanding and cooperation in adhering to our terms of agreement and spa etiquette. By reserving an appointment at MATO Tropical Therapies – Experiential Spa, you acknowledge and agree to the policies outlined above.

If you adhere to these guidelines, we believe you will have the best experience at the world’s first Experiential Spa. We are excited to work with you and look forward to providing you with exceptional therapeutic services that rejuvenate your mind, body, and spirit.

Thank you for choosing MATO Tropical Therapies – Experiential Spa. If you have any questions or need further clarification, please do not hesitate to contact our reception team. We value your patronage and cannot wait to welcome you!