Our Policies

Committed to Giving You a Great Experience

At Cloud 9 Massage & Spa, Your Float Haven we commit ourselves to provide a unique and outstanding massage experience for our clients.

We require a credit card to hold all appointments, even if you are using a gift card or coupon. 
The card will not be charged unless you would not call and not come to your appointment, if you would cancel less than 24 hours before your appointment time, if there were damages to the pod (i.e. bodily fluids in the pod water, change in the water color, etc.) or any other property of Cloud 9 Massage & Spa, Your Float Haven, or if you ask us to charge it while checking out.  

Treatment times for spa & foot treatments, floats, facials, waxing, and Beauty Lane treatments should be used for scheduling purposes only. Treatment times are approximate and should be taken as a suggestion, not a guarantee for these types of appointments.

Personal Property

Please leave your jewelry and other valuables at home and try to bring only what you will need. We are not responsible for any lost items.

If items are left at the spa, we will contact the owner with the contact information given on the intake form and we will also post on our Facebook page. Items left for longer than 30 days will be donated to Goodwill.

Arrival for Your Massage

Please arrive for your appointment 15 minutes prior to the scheduled starting time. This allows you the time to fill out the appropriate client intake form(s) (for new clients). All massages have a specific time schedule and early arrival allows for a relaxed and unhurried experience. If late arrival is inevitable, your service may be shortened in order to keep on schedule. The original treatment time will be charged.

Service providers have the right to refuse service to anyone at any time. Service providers also reserve the right to cut treatments short if actions or remarks of sexual nature occur, this is up to the discretion of the provider.


Please provide 24 hours' notice if you need to reschedule or cancel any treatment. This gives the spa enough time to fill the slot. If a client fails to cancel 24 hours prior to their scheduled appointment time, the card on file will be charged for the scheduled appointment. For no call-no shows, the client will be asked to pre-pay for future services.

Late Arrivals

We regret that late arrivals will not receive an extension of scheduled appointments. In special cases, and when our schedule will allow, we may be able to accommodate a partial or full appointment. This will be at our discretion and only with proper, advanced notification of your late arrival. The original treatment fee will be charged.

No Show

Clients who fail to show for appointments may be asked to pre-pay for future services and will be charged the full amount for the missed appointment using the card on file. It is important that our massage therapists are compensated for reserved time slots.

Gift Certificates and Coupons

Gift certificates and all services rendered are non-refundable and cannot be exchanged for cash, however, we will go above and beyond to satisfy your treatment request if it is of equal value. Treatment prices are subject to change without prior notice, this may leave the recipient with a balance if prices change between buying the gift certificate and the appointment scheduled. 

At Cloud 9 Massage & Spa, Your Float Haven, our gift cards never expire!

Cloud 9 Massage & Spa coupons and or specials can only be redeemed within the specified time printed on the coupon. Spa coupons and spa specials cannot be combined with the same service, only one coupon per treatment. Gift cards, coupons, and specials may not be exchanged for cash.


We accept cash, check, and major credit cards (Visa, MasterCard, and Discover). For any returned check, there will be a $25 fee.
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