Refund, Credit, Cancellation & No-Show Policy

Peace is a practice, not a moment.

Welcome to our retreat. Each experience within our space is thoughtfully curated, intentionally prepared, and energetically held with care for every guest. Because time, capacity, and wellness resources are reserved personally for you, we strive to honor both your desire for flexibility and our commitment to maintaining a peaceful, balanced environment for all who enter.

Please review the booking, adjustment, and participation guidelines below

Purchase Grace Window

Cancellations and adjustments may be requested within 4 hours of purchase for refund or credit consideration.
Refunds outside of this grace period are not available; credits may apply instead, based on guest or membership tier.

If a booking or pass is purchased within 4 hours of the scheduled start time, the grace window does not apply and adjustments will default to our credit or no-show policy.

Refund & Credit Eligibility

Refunds and credits are determined by your guest status and the timing of your request.

• Standard / Non-Member Guests
  Refunds may be issued to the original payment method only if requested within the 4-hour purchase grace period.
  If the grace period has passed, the guest may receive a credit, valid for 30 days, as long as it is claimed within 7 days of the missed reservation.

• Base-Level Members
  Base members may request a refund during the 4-hour purchase grace window.
  If the grace period has passed, a credit may be issued, valid for 60 days, to their account.

• Premium-Level Members
  Premium members may request a refund during the 4-hour purchase grace period.
  If the grace window has passed, a credit may be issued, valid for 90 days, to their account.
  Premium members may also elect to convert their credit into a non-expiring gift card at 100% of its value.

Automatic Credits for Members in Good Standing
Credits are automatically applied to the accounts of active members who are current on payments and in good standing, without the need to submit a request, as a courtesy and convenience benefit.

Members Not in Good Standing
If a member is not in good financial standing at the time of the missed reservation (such as billing failure, overdue charges, suspended status, or account hold), the automatic credit will not be issued. The member must contact us within 7 days to request review and bring their account current.

Upon account resolution, a partial credit may be issued at 50% value, at our discretion. Credits are not available once the 7-day credit window has passed.

No-Show Policy

A reservation or pass is considered a no-show if you do not arrive, cancel, or communicate before the scheduled start time.

• Non-Members
  All no-shows result in a full forfeiture of payment.

• Members (Base & Premium)
  Members may receive a full credit for their first and second no-show within a six-month period, as long as it is claimed within 7 days.
  Third and fourth no-shows within the same six-month period will receive 50% credit value.
  On the fifth no-show, the reservation is fully forfeited, and membership review may occur.

LATE ARRIVAL • MISSED VISIT • EARLY EXIT POLICY

Honoring time, presence, and the shared energetic flow.

At Serenique, each reservation is intentionally prepared in advance — physically, energetically, and operationally. Time is a shared resource, and honoring scheduled timing supports fairness, staffing integrity, and a peaceful guest experience.

Late Arrival

• A 15-minute grace period is provided for all scheduled services.

• If arrival occurs after the 15-minute grace period, the service will be shortened and conclude at the originally scheduled end time.

• No extensions, financial adjustments, or partial credits will be issued for time lost due to late arrival.

Missed Visit (No-Show)

A visit is considered missed when a guest does not attend their scheduled service and does not communicate prior to the official start time.

Pre-booked guests who never arrive to the facility No refund, no credit

On-site day-pass guests who do not attend their booked service May request a same-day credit before close of business

Members Tier-based softer accommodations apply

Early Exit

Guest leaves early without canceling the service No refund / No credit

Guest requests cancellation before service start time while on-site are Eligible for refund, credit, or gift card, minus a $20 service release fee

A $20 service release fee applies to all approved resolutions, regardless of whether the guest selects refund, credit, or gift card, in honor of staff preparation and allocated time.

Experience Access & Enhancements

• A Standard Day Pass includes access to our hydro-based features halotherapy, and sauna.

• Our Mud Springs may be added as a premium enhancement and is encouraged for those seeking a full luxury retreat experience.

• Additional enhancements may be reserved at the time of booking or purchased on-site, based on availability.

Future Feature — Coming Soon
After-Flow Lounge: SELAH
A dedicated extended-stay relaxation lounge designed to deepen integration with curated comforts, reflective quiet, and optional refreshments.

Compassion Clause

We understand that life can shift without warning. While these policies uphold the serenity, fairness, and sacred tone of this retreat, we are committed to human-centered hospitality. In circumstances requiring special consideration, accommodation requests may be reviewed privately on a case-by-case basis, at our discretion.

Credits must be claimed and documented within 7 days of the missed reservation or experience start time.

SELAH. These policies exist to uphold fairness, maintain a smooth and peaceful operational flow of our retreat, and most importantly, to inspire our guests to honor their personal wellness journey through consistency, intentionality, and a committed lifestyle of rest, peace, and mindful self-care. SELAH.

As you honor your peace, Serenique honors you.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us by e-mail info@sereniqueretreat.com