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.

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

No, due to the fact that we reserve the spa for group bookings, serve food and beverages, as well as call in additional staff we are unable to offer promotions or vouchers during a group event. Methods of payments available would be cash, all major credit cards, or debit.

To learn more about our special group events, visit our groups page!

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?

Starting in 2014 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, Maximum Benefits, Manulife 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 web sites 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.

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 24-48 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, or 3.

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 over due.

Is there an age minimum at the The Urban Spa?

Since 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 groups@urbanspapeterborough.com.

Why is this policy in place?

SAFETY – Spa equipment including hot towel cabinets, hot stone pots, sharp/small tools, etc. 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.

SPACE – Ours is an intimate, boutique Spa that is bustling with activity. Truthfully, there is not a lot of additional space for young ones to or even slightly older ones to roam around and/or sit and wait while services are taking place.

SUPERVISION
 – Multiple guests are constantly coming and going at any given moment and our Staff are far too busy to supervise youngsters while they work. 

SPA ATMOSPHERE – Our guests come to the Spa to relax and retreat from their responsibilities, even for a short while. For their overall enjoyment, we aim to provide a kid-free, stress-free environment.

What do I do if my babysitter falls through?

If this happens outside of the 24 hour cancellation period, call the Spa right away to reschedule or cancel without penalty. If this happens last minute or within the 24 hour cancellation window, please contact the Spa ASAP so that we may try and get you rescheduled. If you have a friend who can take your spot, use the buddy system! Please see below regarding our Cancellation Policy.

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 groups@urbanspapeterborough.com.

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.

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 giving 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 🙂