Spa Etiquette

Appointments

To schedule an appointment, we recommend that you reserve an appointment well in advance since popular times fill up quickly. A consultation is recommended to determine which treatments are right for you and to help develop a customized skin care program that will fit your needs. 

Punctuality

We understand that you may be delayed, and we will do our best to accommodate your treatment. However, late arrival may compromise the length and effectiveness of your treatment, late appointments may not be honoured. Treatments begun late will still finish at the appointed time, so other guests are not inconvenienced.

Arriving at Kuno Tierra

To enjoy the full benefit of your spa experience we ask that you always arrive 15 minutes prior to your appointment (10 minutes for repeat visitors) so we can record your current spa needs and details, offer you a refreshment and the opportunity to relax in the spa before your treatment begins.

Safety

Ensuring our guests' safety is crucial. A 'Client record form’ must be completed before each and every treatment begins.

A robe, towels and slippers will be provided for you as required. Your spa therapist will complete the consultation process with you to ensure that your visit to Kuno Tierra Urban Spa is personally tailored to your requirements. Throughout treatments, the body will be modestly covered at all times. Disposable underwear is available upon request.

Personal Belongings

In every therapy room you will find storage for your personal belongings. Please take care of your valuables, as unfortunately we cannot take liability for loss or stolen items.

Leaving Kuno Tierra

We encourage our clients to take their time to change, enjoy our relaxation Lounge and prepare themselves to rejoin the world, totally relaxed and at peace with their inner and outer being.

Mobile Phones

Please note that mobile phones must be switched off at all times within the day-spa.

Cancellation Policy

Please note: We require at least 24 hours notice to cancel any appointment, and a credit card number is needed to hold your reservation. If we receive a cancellation in less than 24 hours in advance, 50% of the treatment cost will be charged to the card number with which they were held. 

Payments

As payment for spa services or retail, we currently accept Visa, Mastercard, American Express, Visa Delta, Switch/Maestro, and cash. Sorry, but we do not accept personal checks in-spa. 

Gratuity Policy

You may opt to leave gratuities for the therapists. The amount is left up to your discretion and will be paid directly to the therapists. Gratuities can be paid in cash or by credit card.

Treatment prices are subject to change without notice.

Gift Voucher Terms and Conditions

Valid for 12 months from date of purchase, unless otherwise stated. 

Gift Vouchers are non-refundable. 

Please remember to bring your Gift Voucher to your appointment. 

Please arrive 10 minutes prior to your appointment time. Late appointments may not be honoured. 

Please provide a minimum of 24 hours notice to change or cancel an appointment. 100% of the treatment cost will otherwise be redeemed from the voucher. 

The treatment must be received during the validity period stated on the voucher.

Product Returns

Kuno Tierra spas will be happy to accept returns on most any merchandise purchased from the spas within 30 days of purchase with a valid receipt except as follows: Unfortunately and without exception, we cannot accept items on opened cosmetics and fragrances. When items are purchased as a set, we can only accept returns of complete sets, not individual items. All refunds are for spa retail credit only for future product purchases. No cash refunds.