Our Policies

Our Policies

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Reservations & Cancellations

We require 24 hours notice to cancel your appointment without penalty.
If you cancel within 24 hours of your appointment, you might incur a charge of 50-100% of your service fee.
No-show appointment will result in a 100% charge.
*STARTING OCT 2021* A credit card is now required to hold your appointment. If you do not have a credit card, you can prepay for your appointment via etransfer, gift card redemption or in store.


Late Arrivals

Please arrive in a timely manner to complete any waivers required prior to your appointment. Float appointments require an additional 8-10 minutes to watch the procedure video. Everything is also sent in email prior to your appointment, if you wish to complete everything at home.
If you have a salt cave appointment and arrive late, please note that no one enters the salt cave after 10 minutes of the session start time. This ensures that no one will be disrupted during their session. If you do arrive more than 10 minutes late, without notice, this will be deemed a no-show appointment.
Due to scheduling and fairness to all of our clients, your session will always end on time, regardless of start time. 

Cell Phone Usage

To maximize your relaxation time at Kokoro, we ask that you please do not use your cell phone. Turning the ringer off will ensure everyone’s enjoyment.

Noise Level

For everyone’s relaxation and enjoyment of their service, we ask that you please keep the noise level down during your service.

Gift Cards

Service gift cards can be interchanged with other services, applying the value of the card towards another service, but cannot be used for our retail items. Monetary gift cards can be used for services as well as retail items
Gift cards are not refundable.

Retail Refunds

No refunds or exchanges after 14 days. Items must be in new condition, in the same packaging.