Frequently Asked Questions

Can children or pets visit?

We Love Children! But we appreciate you leave babies and animals at home to respect the other peaceful services being performed as well as our concentration on your treatment. See below for more information regarding our Minimum Age Policy.

Do you have a loyalty program?

Yes, you can become an Urban Club Member to earn points at The Urban Spa. You can then redeem those points for free services, promotional gift cards, or donations to The Urban Paw (which helps to support the Peterborough Humane Society). You also get 10% off your reservations when you prebook JUST FOR BEING A MEMBER!

Earn 500 points JUST FOR JOINING, 5 points for every $1 spent at The Urban Spa, 1500 points for referring a friend, 500 points on your birthday and MUCH MORE!

Find out more and join today, click here.

Can I use SpaFinder, SpaWish, or other third party vouchers to pay for services?

No, third party vouchers are not accepted. We will accept cash, debit, credit card, Urban Spa gift cards, or Urban Club Rewards.

Can I claim my massage under my insurance coverage?

Yes you can claim any of the services found under our Massage Therapy page towards your Ontario Extended Health plan.   All of those services offered are performed by Registered Massage Therapists.   This means that they have received the appropriate education needed to be a Registered Massage Therapist in the province of Ontario.   They have also written and performed their practical exams for The College of Massage Therapists of Ontario.   At any time during your massage they would be happy to provide you with their registration badge.

Do you offer direct billing for insurance coverage?

Yes, we are able to direct bill for the following insurance companies:
Blue Cross, Standard Life, Green Shield, SSQ, Johnson Inc, Great West Life, Desjardins Insurance, Chamber of Commerce, Sunlife, Johnston, Maximum Benefits, Manulife, Group Health, Cowan and Industrial Alliance.
We will need to know in advance of your appointment to allocate extra time for your first visit to prepare/process the necessary paperwork if you would like us to direct bill for you – please let us know when booking your appointment. You will also need to bring your Insurance card with you, as well as a doctors note if your insurance company needs one for coverage. Please note that if you have secondary coverage available, we only direct bill for your primary insurance coverage.

*If your insurance is declined after the treatment, it is the guests responsibility to pay for the treatment before leaving. Please have a backup form of payment ready at all visits.*

How do I choose what’s right for me?

Our websites gives a clear explanation on the techniques used in each service and its benefits, but please feel free to consult with your service provider for a more detailed explanation.

Are deposits required to make a reservation?

There are some services or reservations that we do require a 50% deposit to guarantee your spot.  Here are a few examples that may require this:

  • Groups of 4 or more guests
  • Full or Partial Lash Extensions
  • Colour Corrections or Advanced Hair Reservations
  • Single or Multiple services totaling over $200

Should I leave a tip or gratuity for my service provider?

Leaving a gratuity is not expected for individual reservations, but always appreciated 🙂  Some guests like to appreciate our providers ranging from 10 – 20% of their services.  Anything that is received goes 100% to the providers

For groups of 4 or more guests, a 15% automatic gratuity is applied, so you don’t need to worry about it, and can focus on your friends or family.

If I experience an issue with a service, how do I go about having it corrected?

If at any point you are unhappy with a service that you received from The Urban Spa, we need to be notified within 48 hours. The sooner we know, the sooner we can have it corrected for you 🙂 Once we are made aware of the issue we can schedule a consultation or meeting with your service provider to determine the next course of action.

What is the difference between the levels?

The levels shown on the website represent a service provider’s career here at the Urban Spa. When a provider achieves their internal goals in the areas such as guest satisfaction, professional development, performance, and growth, they level up.

These levels do not, however, represent the service provider’s training or a difference in service. For example, a Swedish massage will be identical with a level 1, 2, 3 or 4.

Registered Massage Therapy Levels
Level 1:  Alex, Crystal
Level 2:  Stuart
Level 3:  Jessica
Level 4:  Cole

Esthetician Levels
Level 1: Taylor,  Faith, Kyrsten, Jordyn, Emma, Meghan, Phuong (May), Crystal, Dej
Level 2: Sarah, Shaelyn
Level 3: Jennifer

Hair Levels
Level 1: Serena, Dej

Do you offer Prenatal Services?

Yes we do! When booking your reservation please let us know how far along you will during your scheduled reservation.  Some of our services may need to be modified slightly, but we certainly help you relax!  Our Massage Therapists and Estheticians are trained and can provide services in 1st, 2nd and 3rd trimesters, as well as if you are overdue.

Is there an age minimum at The Urban Spa?

Since the majority of our clients come to see us for a mini break away from their young ones, we do want to ensure that they are able to relax while they are enjoying their services.  You are more than welcome to book an appointment for those that are 10 and older for services.  Please note that if you are bringing a guest that is between 10 – 16,  they must receive a service while at the spa if they are visiting with you.

If you are interested in hosting a private Spa Party for your younger ones, we can also arrange that for you in advance.  To set up your Spa Party, please contact our Groups Coordinator by email at

Why is this policy in place?


•The most important reason this policy is in place is due to safety. Spa equipment including hot towel cabinets, hot stone pots, sharp/small tools, etc. unfortunately do not make ours a kid-proof environment. We also diffuse essential oils throughout the day that may or may not have contraindications for children.


•Ours is an intimate, European-style boutique Spa where there is not a lot of additional space for anyone — not just children — to sit and wait while others are enjoying services. This is why we ask that if you are bringing a guest who is 10-16 years of age along with you, that they also have a reservation. Let’s face it – it’s just more fun that way 😉

Spa Retreat

•We like to think of our Spa as your happy place; a relaxing retreat from your daily routine and responsibilities. While we recognize that not everyone has the luxury or support to take time to treat themselves, our goal is to provide a peaceful, relaxed environment for our guests when they are able to get away.

What do I do if my babysitter falls through?

If your babysitter happens to cancel more than 24 hours in advance of your reservation, call the Spa right away to reschedule or cancel your reservation without penalty. If they happen to cancel last minute within the 24-hour cancellation window, please contact the Spa as soon as possible so that we may try and get you rescheduled to avoid penalty. Please note that per our policy, a cancellation fee equivalent to 50% of your service cost does apply for cancellation within 24 hours. Remember, you can always use the Buddy System 😉

Does The Urban Spa have a ‘couples room’ or a ‘group option’?

For groups of 6 or more, we will reserve the spa Exclusively for you to enjoy, so no matter which services you are enjoying you may still visit with your friends.  For more information and to request a personalized quote for a group, please contact our Groups Coordinator by email to

What do I wear?

The Urban Spa works around your comfort level.   You may wear as much or as little as you feel comfortable.   During a massage, facial and hair removal service you will be completely covered except for your head and the area receiving the service.   The service provider will leave the room allowing you to cover yourself up on the table.

What should I do if I need to cancel my appointment?

The Urban Spa does have a 24-hour cancellation policy on all services. Please call us as soon as possible when you are aware that you can’t make your appointment.   If not you will be charged the 50% of the service and/or your Gift Certificate will be void. Members have a 12-hour cancellation policy or a 25% service fee applies. The Urban Spa operates on the buddy system. If you can find someone to take your reservation, you will not be charged the cancellation fee.  A great idea is to have a Buddy System in place!  If you can’t make it for your reservation possibly a friend or family member can.  This will help to avoid your cancellation fee 😉

What kind of pressure is applied during a massage?

You can experience gentle relaxation treatments or deep therapeutic treatments.   If your Massage Therapist is not applying enough pressure or too much pressure, please let them know and they would be happy to adjust the pressure for you.  Please note that for services with one our Estheticians, they will only be providing a relaxation based massage, and the pressure is either light, or medium.

Do I have to chat with my service provider?

Not at all, you are here to relax and we suggest you take some down-time for yourself to absorb the full benefits of your treatment.  If you do feel like chatting though, our friendly staff have open hearts and minds and are always ready to listen.

If you have other questions, the chances are you’re not alone. Contact us and we can answer your questions and help others 🙂