FAQ

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RESERVATIONS

Appointments can be booked online or by phone. A valid major credit card number is required at the time of booking to confirm your reservation. Call 416-232-3700 or click www.spaoldmill.ca.

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PROMPTNESS/LATE

Arriving late will limit the time for your treatment, thus lessening its effectiveness and your pleasure. Your treatment will end on time so that the next client will not be delayed. A full service fee applies.

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CANCELLATION/NO SHOW/RESCHEDULING

Subject to the Cancellation/No Show/Appointment Rescheduled Policy, I understand that I will not be charged at the time of booking the service(s) but will be charged according to my chosen payment type upon the completion of my service(s). However, wherein as I do not show from my appointment(s) and I do not provide the required time outlined below, I authorize my credit card to be charged in accordance with the terms and conditions of our Cancellation/No Show/Appointment Rescheduling Policy below.

I understand my credit card information will be saved on file for future transactions on my account.

 

Cancellation/No Show/Appointment Rescheduling Policy

Please keep in mind that no-shows or last-minute cancellations leave our therapists with empty appointment times, as well, we may have had to turn away other clients that could have enjoyed that appointment. Clients that do not honour their appointments will be charged the following cancellation fee:

Individual Appointments: We require 24 hours notice for altering, cancellations or rescheduling.
Multiple or Side by Side Appointments: We require 48 hours notice for altering, cancellations or rescheduling.
Private Parties / Groups: We require seven days notice for altering, cancellations or rescheduling for the entire group and 48 hours’ notice for individual attendees.

Failure to comply with the above-mentioned time frames will result in 100% of the booked service price plus applicable taxes being charged. 

 

ARRIVAL

Please arrive a minimum of 15 minutes prior your service. This allows time to change into a comfy robe and spa slippers and complete a health history form. Perhaps sip a cup of tea and begin your adventure….

 
EMAIL REMINDERS
Reminders will give you the option to confirm and a courtesy, however, if you don’t hit confirm, you are still booked in for your appointment.
 

CELL PHONES 
Remember you’re in a No Cell Zone. Please make sure your cell phone is turned off and placed safely inside your locker. Cell phones can be very distracting even on vibrate and since all phones now have cameras, it can raise privacy concerns among others visiting the spa.

GIFT CARDS/CERTIFICATES

Gift card/certificates are non-refundable and cannot be exchanged for cash.
Gift Cards/Certificates can be applied to any product or service at The Spa. Gift card/certificates for a service or package have a one-year expiry from date of purchase. After the year, the monetary value remains on the card/certificate and never expires. Dollar value card/certificates never expires.
All prices listed are in Canadian Dollars. Packages and services only include HST.
If the full amount of the Gift Card/Certificate is not redeemed on the initial spa visit, the balance can be used towards future services or products.

SERIES
Series can be redeemed at The Spa at The Old Mill for services only. Series can be redeemed by one client only (no sharing please). Series expire 2 years from date of purchase and are non-refundable and can not be exchanged for cash.
 

INSURANCE RECEIPTS

Reimbursement for private or provincial health care plans is provided if the service is booked with an RMT and the recipient of the service pays for the service.

If payment is with a gift card/certificate and you request a receipt, the dollar amount listed must be “gift certificate redeemed” with no dollar amount given as per guidelines and regulations set out by the CMTO College of Massage Therapists of Ontario.

 

HEALTH AND COMFORT LEVEL 
Please notify us before booking treatments if you are pregnant, have allergies, high blood pressure, and any other physical ailments or need assistance. This will prepare our staff in advance so we may provide the best possible treatment for you. When receiving your treatment, the technician will address your needs based on your personal assessment.

INDOOR VOICE 
Speaking at low levels will ensure everyone remains in a relaxed state and help you get there too. Many visit the spa to reflect or meditate and may wish to shy away from conversation.

WHAT TO WEAR 
Dress comfortably. You will be changing into a robe and slippers upon arrival.

GRATUITY 
In appreciation of outstanding service, gratuities may be given at your discretion.

PERSONAL ARTICLES 
Every client is provided a personal locker, however, the SPA is not responsible for lost or misplaced items.
 

PARKING 
Parking is located directly across from the Hotel/Spa roundabout. It is a public outdoor lot and is pay & display. The rate is $2/hour, up to a maximum of $12/day. If the parking meter is not working, clients are responsible to scan the QR code (on the side of the meter) or use another meter to obtain a ticket. The lot is regularly enforced, and the Spa is not responsible for any parking tickets. There is no parking in the Hotel/Spa roundabout.

 
MANICURE/PEDICURE
If you find yourself with shellac on your hands or toes before your appointment that needs removing, please contact the spa immediate to ensure a Shellac Removal is booked to provide the best experience possible.  If you arrive without notifying us, we may not be able to provide the service.   

METHOD OF PAYMENT

The spa accepts Visa, MasterCard, American Express, cash, the Spa's gift cards and Old Mill Toronto gift cards purchased before Jan. 2020. To ensure your gift card is valid, please call us at 416-232-3700. 

 

CHILDREN 
We love kids, but the Spa is a place where Moms and Dads come to rest and recharge their batteries. So please, make baby-sitting arrangements in advance and come enjoy the Spa without your little ones. Must be 18 years and older.