Policies

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Booking an Appointment

You may book a new appointment or make changes to an existing appointment by calling 619-236-1395 or texting 619-731-0868. You may also book online at www.urbancalmspa.com.You will receive an appointment confirmation and a reminder prior to your appointment. We do require a credit card to hold an appointment. The card will not be charged at the time of booking. It will only be charged at the time of service or in the event of a late cancellation or no-show.

Rescheduling / Cancelations / No-Shows

We are happy to help with canceling or rescheduling appointments; however, please note that we do request at least 24 hours notice prior to the appointment time. Changes or cancelations with less than 24 hours notice will incur a 50% cancelation fee and no-shows will result in a 100% charge for the scheduled service. If you are running more than 10 minutes late, please notify us with a call or text, and we will do our best to accommodate or reschedule. In some cases, late arrival may require a reduced appointment time at the full cost of service with respect to our practitioners and the clients scheduled afterward. We recommend arriving 10-15 minutes prior to your appointment to check in and complete the required intake form.

Parking / Transportation

We are located at 726 Ninth Ave. in San Diego, CA. We generally recommend street parking and metered parking which is available in the immediate area. The closest parking garage is Park It on Market, located at 614 Market St., which is about a 5 min walk from the spa. There is also a ride share service called Circuit – FRED – San Diego that operates electric shuttle rides in the downtown San Diego area. Please note that we are located in close proximity to Petco Park, so you may want to plan accordingly and allow extra time for parking and transportation during Padres games. If you have any questions on parking or transportation, accessing Circuit, or the Padres schedule, feel free to give us a call at 619-236-1395 or text 619-731-0868.

Payment / Gratuity

We accept all major credit cards (Visa, MasterCard, Amex, Discover), ApplePay, Venmo, and cash for payment. We also partner with Groupon, Spafinder, Alle, and ClassPass for select services. While we are currently unable to accept personal checks, insurance, or offer payment plans, we are glad to accept an advance deposit and process the remaining balance at the time of your appointment. We also offer gift certificates and promotional series on select services. Gift certificates and series are non-refundable but never expire. While gratuity is not included and never required, it is always greatly appreciated!

Pricing / Sales

All services and products are final sale. Please notify us immediately within 24-48 hours if an allergic reaction occurs or if a product is found to be defective. Exceptions are subject to review by the business owner. In the event that a refund or partial refund is issued, it may take 7-10 business days to process. Also, please note that the appointment time lengths listed on our website and service menu are estimates and may include extra time for consultation, set-up, and clean-up. All descriptions are subject to change.

Medical Disclosure

Massage therapy is intended to enhance relaxation, reduce pain caused by muscle tension, increase range of motion, and improve circulation. All of the services that we offer including massage are not substitutes for medical treatments. Our practitioners do not diagnose illnesses or prescribe medications. We recommend working concurrently with your Primary Care Physician for any medical concerns or conditions that you may have. Please communicate any relevant medical information when filling out your intake form. Our practitioners are not liable for a client’s failure to disclose relevant medical information. Any information that you do disclose will remain confidential. There are some services / treatments that may not be advisable under certain medications such as retinol or accutane or conditions such as allergies and pregnancy.

Sexual Harrassment

Urban Calm is a professional spa establishment. We retain the right to refuse service to any client at any time for any reason. Massage therapy is for therapeutic purposes only. If a practitioner or staff member feels uncomfortable, threatened, or that a client is behaving inappropriately with sexual insinuations, gestures, conversations, requests, or touching, they are authorized to stop the treatment immediately and direct the client to leave. The early termination of a service in this situation will result in a full service charge regardless of the length of the session. It may also result in the refusal of future services and a report to local authorities.

Safety / Minors

We strive to provide a safe, clean, and respectful environment for our clients and staff. When visiting our spa, please adhere to all written and verbal policies and instructions. Only use products and equipment as directed. Also, please note that only one client and one practitioner are allowed in the treatment room at a time with the exception of a parent, legal guardian, or immediate caregiver choosing to accompany a minor or in the case of a paid couples massage. Any client under the age of 18 must also have a signed consent from their parent or legal guardian prior to service.

Communication / Feedback

We encourage you to communicate your preferences and offer feedback in the treatment room, so we can offer you the best possible, personalized experience. Most aspects of your service can be modified including the type of music, the amount of light, massage pressure, table temperature, and whether you choose to have a conversation or enjoy your treatment in silence. Please feel free to ask questions. Your therapist will appreciate knowing your thoughts and having the opportunity to clarify any concerns. We also encourage you to contact reception by calling 619-236-1395 or by texting 619-731-0868.

Dear Valued Customer,

We hope this message finds you well. We regret to inform you that, after careful consideration, we have decided to close our East Village location, effective April 1.

The decision to close this location was not an easy one, but it is a necessary step to ensure the safety and well-being of both our employees and customers. Unfortunately, we have not seen any improvement in the situation with unhoused individuals in the downtown and East Village areas, and we are deeply concerned about the safety risks it poses.

While it is disheartening to bid farewell to such a beautiful location, we want to assure you that this closure does not signify the end of our commitment to providing exceptional service and experiences. Our main location in Hillcrest remains open and continues to thrive. With over 17 years of history in the community and ownership of the building, we are dedicated to serving you better than ever before.

We encourage you to visit our Hillcrest location if you haven’t already done so. We offer ample parking facilities, including free parking, and have extended our operating hours to better accommodate your needs. We are now open seven days a week and have also extended our closing times.

Thank you for your continued support and patronage. We look forward to welcoming you at our Hillcrest location and continuing to serve you with excellence.

Warm regards,

Timothy Palmer