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Do I need an appointment?

Advanced booking is highly recommended. Appointments are required if you are requesting a certain time or therapist. Demand for appointments can be expected to be high on weekends and around the Holidays. 


Where do I park and how much is parking?

Enjoy reserved parking spaces just for you. Get your assigned stall number via text before your appointment, costing only $2 with our validation. License plate scanning technology streamlines entry and exit, and you can pay at the kiosk with cash or credit/debit cards. Please use only the assigned stalls. If you park in guest parking, a standard rate of $6 per hour will be applied. 


What's your cancellation policy?

Services you select are reserved especially for you. We require a minimum of 12 hours advance notice for any changes or cancellations. Appointments that are canceled with less than 12 hours notice will be charged 50% of the service fee. No shows will be billed 100% of the service fee. This policy also applies to gift card holders.


*A credit card is required when booking.


What's your gratuity policy?

Gratuity is not included in our prices and can be paid via cash or credit card. If your service met your expectations, you might consider using 15% to 25% of the full service price as a benchmark for gratuity. 


Is there a minimum age required to receive treatment?

Any client under the age of 18 must have a consent form signed by a parent or legal guardian. Clients under 13 must be accompanied by an adult during the entire treatment. 


How should I dress for my treatment? 

You may choose to remove all clothing or wear underwear based on your comfort level. A sheet or towel will be used to drape your body at all times, exposing only the treatment area. 


When should I arrive for my appointment?

We ask that you arrive 5 to 10 minutes prior to your scheduled appointment time. Arriving on time will allow you to enjoy your full treatment. Please avoid arriving more than 15 minutes prior to your scheduled time. If we do not answer the door, please wait in the 1st floor lobby until your scheduled time. 


What if I am late for my appointment?

If you will be late for your appointment, please call
808-909-7880 and we will try to make adjustments so that you can enjoy your entire treatment time. However, please understand that this will not always be possible. If you are late, you will be responsible for payment for the entire service that was scheduled. 


What's your payment policy?

We accept cash and all major credit cards for services and for gratuities. Personal checks are not accepted. 


Where do I keep my personal belongings?

A basket will be provided for you to put your personal items in. Please leave all jewelry and valuable items at home. Lava Massage & Day Spa is not responsible for lost or misplaced items. 


What's your refund policy.

We will do our best to accommodate you while the service is being performed. No refunds will be given once services have been completed.

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