Services Policy

Rules on bookings, cancellations, refunds and payment terms for services at Spa Natural Center and at home

Last updated: March 18, 2025

At Flavio Acuña Spa Natural Center, S.R.L., we offer services both at our facilities and at your home in the areas of Bávaro, Punta Cana, Cap Cana and Casa de Campo. Below, we detail our policies regarding the management of bookings, cancellations, refunds and payment terms, for both spa services and home services.

Booking Policy

Advance booking: All reservations must be made in advance through our website, by phone, WhatsApp or directly at our premises.
Availability: Reservations are subject to the availability of time slots and treatments. To guarantee the reservation, full payment for the service is required.
Confirmation: Once the reservation has been made, you will receive a confirmation email with all the details. Please review the information carefully to avoid errors.
Special Policy for the “Moonlight Massage”: Due to the setup and special preparation that this experience requires, reservations for the Moonlight Massage must be made at least 24 hours in advance to guarantee availability and the necessary arrangements. This service is subject to weather conditions. In the event of bad weather, the service may be rescheduled or refunded in accordance with our refund policy.
Home services:
- Home services require a minimum booking for 4 people or 4 treatments.
- Detailed information about the location where the service will be provided is required.
- We reserve the right to refuse the reservation if the space does not meet the minimum necessary conditions.
- If the agreed time is not respected, a double charge will apply due to the inconvenience caused.
- Service is not provided in hotels due to the restrictions of these establishments.

Cancellation Policy

Cancellations in advance: Cancellations must be made at least 24 hours in advance in order to avoid charges.
Late cancellations: Cancellations made less than 24 hours in advance will be subject to a charge of 100% of the reserved service.
No-show (“no show”): If you fail to show up, whether for a service at the spa or at home, you will be charged 100% of the reserved service.

Refund Policy

Cancellations within the permitted period:
- If you cancel your reservation within the established period, the full amount will be refunded using the same payment method used.
- The refund may take up to 3 business days to appear in your account.
Unsatisfactory services:
- In the case of justified dissatisfaction, the option of rescheduling the service or receiving a partial or full refund will be offered, depending on the case assessed.

Payment Terms

Advance payment: Payment for services must be made in full at the time of booking, for both spa and in-home services.
Payment methods: We accept credit and debit cards, bank transfers and cash at our premises. If you book online, you may make the payment through our secure payment system.
Non-refundable payments: Advance payments are final, except in the cases mentioned in our refund policy.
Currency: All prices shown on this page are expressed and processed exclusively in United States dollars (USD).

Policy for In-Home Services

Minimum booking: Home services require a minimum booking for 4 people or 4 treatments.
Space requirements: To ensure an optimal service, the client must provide a suitable space at their home (sufficient room, privacy and hygiene). If the location is not suitable, the therapist has the right to cancel the session on site, and the corresponding charges will apply.
Spa equipment: We take care of bringing the necessary equipment (such as massage tables, chairs and other accessories) for the treatment, so the client does not need to provide this material.
Travel: Home services are available in the areas of Bávaro, Punta Cana, Cap Cana and Casa de Campo. For services outside these areas, an additional travel charge will apply, which will be communicated in advance.
Hotel services: We do not offer home services in hotels due to the restrictions established by the hotels themselves.

Modifications and Changes

We reserve the right to modify these policies at any time. Any changes will be reflected on this page, and we recommend that you review it periodically to stay informed of any updates.