email: call: 519.470.5070

Our Policies

Pandemic Protocol

The Kokoro Team would like you to know that we always take your health at heart. Our cleaning policies have, and always will remain, strict and diligent to provide you with the safest environment for your treatments.

Service Cancellation Policy during COVID-19

Please do not attend your appointment if you are feeling unwell. 
You have until opening time of the day of your appointment (10:30am Tues-Fri, 9am Sat) to cancel your appointment without charge. Otherwise, the cancellation policy listed below will apply.


Reservations & Cancellations

We require 48 hours notice to cancel your appointment without penalty.
Within 24-48 hours of your appointment, a 50% late cancellation charge may apply.
Day-of cancellation or no-show appointment will result in a 100% charge.
*STARTING OCT 2021* A credit card is now required to hold your appointment. 

In fairness to all of our clients, there will be no exception to this policy.


Late Arrivals

We suggest that you 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 5 minutes of the session start time. This ensures that no one will be disrupted during their session. If you do arrive more than 5 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

Most gift cards can be used interchangeably for services and retail. If you received a gift card for a service, you can switch it to another service or store credit for the monetary value of the gift card that was placed on it at the time of purchase.
Some of our gift cards cannot be transferred, such as our Christmas specials. It will indicate on the gift card whether or not it is transferrable.
Gift cards are not refundable.

Retail Refunds

No refunds or exchanges after 7 days. Items must be in new condition, in the same packaging.