Question 1

ARRIVAL/TARDINESS

Answer

To fully benefit from your service, please arrive 10 minutes prior to your appointment time. Your service will begin promptly at the time you reserved. If you are late to your session you are welcome to receive whatever time is left in your appointment. Due to our tightly booked schedule, we are generally unable to extend your session beyond your original appointment time. Regardless of the length of the service actually given, you will be responsible for payment of the full service you scheduled. *For waxing appointments, arrivals more than 10 minutes late are subject to being rescheduled due to time constraints specific to waxing services.

Question 2

CANCELLATION/RESCHEDULING

Answer

Your appointments are especially important to us. We ask that if you must reschedule or cancel, to please provide 24 hour notice. If an appointment is canceled or rescheduled in less than 24hrs, you will be charged 100% of your original booked service fee. A credit card is needed to reserve your appointment in the event of a no show; in this case you will be charged 100% of your original booked service fee. *Standing appointments waive their standing status if more than two standings are canceled consecutively or fall below 75% of appointments kept.

Question 3

CHILDREN

Answer

Children are only permitted in OCB Spa if they are booked for a service. Children must be at least 8 years old to receive a service, are expected to be on their best behavior, and must always be supervised by an adult guardian. For safety reasons and insurance purposes, no child is permitted in OCB Spa unless booked for a service. We do not have facilities to care for children and hope you understand we cannot assure their safety in a professional environment.

Question 4

CELL PHONE USE

Answer

In our effort to maintain a relaxing & tranquil atmosphere, we ask that you silence your cell phone and refrain from speaking, participating in live video conversations, or playing any audio or video without the use of headphones. Guests who use a smartphone in such manner will be gently asked to refrain from smartphone use or continue using their smartphone outside.

Question 5

GIFT CERTIFICATES

Answer

Gift certificates must be presented at the time of service. If you are unable to present the gift certificate, an alternative form of payment will be required. OCB Spa is not responsible for lost or stolen gift certificates. OCB Spa gift certificates are non-refundable and are not redeemable for cash.

Question 6

PERSONAL BELONGINGS

Answer

OCB Spa is not responsible for any lost items.

Question 7

SICKNESS

Answer

In an effort to maintain a healthy environment, we ask that if you are sick (which includes a cold, a fever, the flu, etc.) or have the onset of symptoms of an illness that you reschedule your appointment. If you arrive for your appointment with symptoms of an illness, you will be asked to reschedule your appointment. This is for your well-being as well as the health of our employees and clients.

Question 8

PAYMENT/GRATUITIES

Answer

Full payment is due at time of service. We accept cash, checks & credit cards (Visa, Mastercard, American Express and Discover). Gratuities are not included in the prices of our services and are always appreciated. All gratuities are at the client’s discretion but are customarily 15-20% of the regular cost of service. Gratuity cannot be added on to credit cards payments or added into a payment made by check. We request that you extend gratuities in cash, or in check made out directly to your technician.

Question 9

SCHEDULING

Answer

Services are scheduled by appointment only. To accommodate today’s busy lifestyle, we do often have same day appointments available. However, to ensure that we can accommodate your preferred appointment times, we ask that you schedule with as much advance notice as possible. All appointments are reserved with a credit card at the time of scheduling.

Question 10

ANIMALS

Answer

Please leave your pets at home when coming for your appointment at OCB Spa. Per Maryland State Board of Cosmetologists, the presence of any kind of animal is prohibited, except for a seeing eye dog.

Question 11

DISCRIMINATION

Answer

Hate has no business here. At OCB Spa we have a strict ZERO tolerance policy in regard to hate in any form. If you are being hateful or disrespectful in any way, you will be asked to leave. OCB Spa is devoted to providing an inclusive, diverse, safe and welcoming space for EVERYONE.

Question 12

What if I'm running late?

Answer

Every guest's experience is important to us. We ask that if you are running late, please let us know, and we will do our best to accommodate you. However, arriving late will likely limit the time allocated for your service, and we cannot guarantee you will receive your full service. If you show up late for your appointment your service may be altered to fit the remaining time. If this happens you will still be responsible for the full amount of services booked.

Question 13

Do you accept walk-ins?

Answer

Currently, services are by appointment only.

Question 14

What if I need to cancel my appointment?

Answer

Your appointments are especially important to us. We ask that if you must reschedule or cancel, to please provide 24 hour notice. If an appointment is canceled or rescheduled in less than 24hrs, you will be charged 100% of your original booked service fee. A credit card is needed to reserve your appointment in the event of a no show; in this case you will be charged 100% of your original booked service fee. *Please understand that when you forget about or cancel your appointment without giving enough notice, we miss the opportunity to fill that appointment time. Our appointments are confirmed at 72 hours and again at 48 hours, in advance of your appointment as we know how easy it is to forget.

Question 15

What if I miss my appointment and didn't notify OCB Spa?

Answer

If you do not show up for your scheduled appointment, without contacting the spa to cancel, you will be subject to pay the FULL AMOUNT of the services reserved. You will also be required to have a credit card on file to secure any future bookings. Clients who 'no show' on more than one occasion will be required to pay in full before any services are booked. *Please understand that when you forget about or cancel your appointment without giving enough notice, we miss the opportunity to fill that appointment time. Our appointments are confirmed at 72 hours and again at 48 hours, in advance of your appointment as we know how easy it is to forget.

Question 16

How do you accept payment?

Answer

We accept cash, personal checks, Visa, Mastercard, American Express and Discover. Gratuities are not included in the price of your service and are greatly appreciated. We kindly request that you extend all gratuities in cash or personal check made out directly to your technician, as we do not accept gratuities on credit cards or added into a check made out to OCB Spa.

Question 17

Why is a credit card required when booking?

Answer

Appointment times held for guests are not available to other guests who may want the same appointment time. Therefore, guests must provide a credit card to reserve an appointment. Your card will not be charged without notification and will only be used in the event of cancellation with less than 24hrs (100% of services booked) or 'no-show' (100% of services booked). Credit card information remains on file for future appointments.

Question 18

COVID-19 POLICIES

Answer

There is no Waiting Area. Please arrive at the door to OCB Spa’s Suite, 5 minutes before your scheduled appointment. If the door is closed, an OCB Spa member will come get you once proper disinfection has taken place. No one is permitted in the Suite unless they are receiving a service - please do not bring guests with you. No exceptions. If you are coming together for services, only one person in the building at a time. The other(s) must wait in the car. Masks are required to enter the building and the Suite. Masks must be worn the entire time. OCB Spa is requiring masks that have a wire fitting, so they can conform to the nose. If you do not have one, OCB Spa can supply you with one at the cost of $1 per mask. (If wearing a mask impacts the service, i.e. lip wax, OCB Spa will navigate this as per State Board requirements.) Please do not bring unnecessary items. Please limit your belongings to one bag and one coat. Minimize talking, especially during services with close contact. (i.e. lashes, face waxing, etc.) No food or drink. Everyone who enters the Suite will have their temperature taken, non-invasively. Everyone who enters the Suite must wash their hands upon entry. Everyone who enters the Suite must take a health questionnaire before each appointment. Everyone must sign a Liability Waiver, as well as a Waiver for each individual service. These are all online via Vagaro and attached to your client profile. You will be asked to fill out the waivers via Vagaro before scheduling. A secondary reminder to sign will be sent via Vagaro in your appointment email reminder. It is necessary to fill these out online and BEFORE your appointment so as not to take time away from your appointment. If you are awaiting test results for COVID-19, you may not book an appointment until you receive your results and are cleared. If anyone you live with is awaiting COVID-19 test results, you must wait until they are cleared before visiting the spa. If you, or anyone you have been caring for or living with, has been diagnosed with COVID-19 or is exhibiting symptoms of being sick, you must wait and reschedule for at least 14 days later. If you arrive exhibiting any symptoms - cold, coughing, sneezing, fever (99.6 or higher), etc. - you will be asked to reschedule and be responsible for the cost of your appointment in full. If any responses during the health questionnaire leave doubt to the safety of continuing, OCB Spa reserves the right to not continue with the service. *OCB Spa's COVID-19 Policies are subject to change as requirements for our business are updated from corresponding agencies.

ETIQUETTE & POLICIES

POLICIES