Gift Certificate Policy
Note about the gift certificate policy: Sales and specials often have special terms. These policies are general in nature only. Any special advertised terms will override these policies. The term Gift Certificate refers to all prepaid treatments, gift certificates, gift cards, etc.
All Gift Certificates: All gift certificates are non refundable and cannot be replaced if lost or stolen.
Gift Certificates for a Dollar Amount: Gift certificates for dollar amounts (ie. a $100 spa gift certificate) for which you paid full price expire in five years from purchase date (purchase one here). They can be used towards any services or products at the spa, including gratuity. They cannot be used to purchase other gift certificates, or to pay for the Malama Kama’aina Wellness Program.
Gift Certificates for Something Specific (ie. Gift Certificate for a massage): Gift certificates for a service or product expire in one year from purchase date. After one year we will still honor the gift certificate for five years from purchase date for the dollar amount paid for the certificate. For example, if you buy a massage gift certificate on sale for $79 you have a year to use it for that massage. After a year you can still use it for its value of $79 but may no longer be able to get that massage for the same price. Another example would be if you purchased a gift certificate for $90, valid for $100 in products. That would be valid for the $100 in products for one year from purchase. After one year the certificate would be valid for a total of five years from purchase for the $90 you paid for it. Product gift cards do not include sales tax. Gift certificates for “any service” such as “Any 50 Minute Service,” “Any 120 Minute Service,” etc. are valid for any standard massage, facial or body treatment that comes in the length specified on the gift certificate. They are not valid for couples’ services, packages, or any specialty services. Any service gift cards expire in one year as explained above.
Gift certificates for a specific treatment can only be used for that treatment. If the recipient wants a different treatment she or he can use the certificate for the value paid for it and apply that amount towards any treatment she or he wishes. Gift certificates you purchase will automatically be used by the spa to pay for any services you receive in the event you do not pay for your services by another means.
When purchasing gift certificates online: Dollar amount gift certificates and some treatment gift certificates can be instantly printed out by you or emailed to the recipient. If you purchase a treatment gift certificate that cannot be instantly printed we will email you the gift certificate within 24 hours.
Gratuity and Gift Cards: Starting January 1, 2020 all of the spa’s pricing became all inclusive. This means that for services or gift cards paid for starting that date no gratuity is expected or required. This is part of our living wage initiative and benefits our guests in many ways. You can read more about this on our 2020 living wage initiative page. You may still tip anyone at the spa for any reason but it is not required or expected. If you have a gift certificate or prepaid treatment from 2019 or before that is not all inclusive or does not include a tip, please still leave your therapist an appropriate tip on those services. Your therapist is paid a lower rate for those services and needs gratuity as part of their compensation. All gift cards sold in 2020 and some sold in 2019 are all inclusive. A standard tip is 20% of the regular price of a service. Gratuity is an integral part of the therapists’ pay structure for services purchased before 2020 that don’t include gratuity. Therefore, if no gratuity is left a 20% (of the regular price) gratuity will be charged to your credit card (or the credit card that was used to hold the appointment). If you are not happy with your service and do not wish to leave a gratuity please speak with the spa manager when checking out.
Mahalo for helping our therapists earn a living wage!