We want every visit to feel effortless. These policies keep things fair and clear for every client — and they’re part of our Terms of Service.
Booking & arrival
- Book online any time, or call or text (585) 449-2100.
- No deposit is required to book.
- Please arrive 10–15 minutes early to complete your intake form and settle in. A late arrival may mean a shorter treatment, so the next client isn’t kept waiting.
- Find us inside Eastview Mall, on the main Von Maur aisle, next to AT&T and directly across from The Source Jewelry. Parking: Entrance #6, between Macy’s and Von Maur.
Cancelling or rescheduling
Please give us at least 24 hours’ notice to cancel or reschedule, so we can offer your time to another client. Just call or text (585) 449-2100.
Payment
We accept all major credit cards and cash. Financing is available through CareCredit — up to 24 months at 0% APR, subject to credit approval.
Returns & refunds
Our Return & Refund Policy covers everything you buy from us — skincare products and treatment packages.
- Refunds: available within 7 days of purchase with a valid receipt.
- After 7 days: exchanges only.
- Condition: items must be unused, in their original packaging, with the receipt.
- Refund method: issued to your original payment method within 3 business days.
By purchasing, you agree to this policy.
Treatment packages
Packages never expire, so you can use your visits at your own pace.
Treatment packages, including any products that come with them, follow our Return & Refund Policy above.
Memberships
- Memberships are month-to-month, with no long-term contract.
- Your card on file is charged each month until you cancel.
- Cancel anytime with 30 days’ notice — by text, email, or phone.
- Each paid month includes its facial; a month you don’t use doesn’t roll over.
- The one-time $50 signup fee is non-refundable.
Your health & safety
- Before your first treatment, you’ll complete a short skin and health questionnaire.
- Please tell us about any changes before each visit — such as pregnancy, new medications, or recent procedures.
- For your safety, we may adjust or decline a treatment.
- Below Zero Spa is a cosmetic facial spa, not a medical spa. Our treatments are not medical care.
Questions?
We’re always happy to help.