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Home / Our Policies
Our Policies

Welcome to River Oaks Galleria (ROG) Medspa!

We are committed to providing you with exceptional service and a wonderful experience. To ensure that we can meet the needs of all of our clients, please review our policies below. By booking an appointment, you are agreeing to our policies.

Scheduling Appointments

  • Booking: Appointments can be scheduled online at www.ROGmedspa.com, or by calling or texting our front desk at (346) 741 – MSPA (6772).
    Please provide a valid email address and phone number for confirmation and reminders.
  • Card on file: A valid credit card is required to be on file in order to book an appointment.
  • Prepayment: Some services may require a deposit or prepayment at the time of booking. We will inform you if this is applicable to your chosen service.

Changes to Your Appointment

  • Modifications: If you need to change or adjust your appointment, please contact us as soon as possible. We will do our best to accommodate your request based on availability and if notification has been provided with at least 24 hours’ notice of your appointment time. 

Cancellation, Rescheduling and No Shows

  • Cancellation or Rescheduling Notice: We will send an appointment reminder 72 hours in advance of your scheduled appointment. We require at least 24 hours’ notice for cancellations or rescheduling or a $75 late cancellation/rescheduling fee will be charged. This allows us time to accommodate other clients and adjust our schedule as needed.
  • No Show Fee: If you fail to show up for your appointment without prior notice, you will be charged a fee of $100.
  • Late Cancellation and Rescheduling Fee: Cancellations requests made with less than 24 hours’ notice will incur a fee of $75. Late cancellation fee is waived if the appointment is rescheduled. 
  • Repeated Cancellation/No Show: If a client has at least (3) cancellations made with less than 24 hours’ notice, and/or at least (3) no shows, the client will be required to prepay the full service fee at the time of booking an appointment.
    • If the client is required to prepay the full service fee at the time of booking an appointment and cancels/reschedules with at least 48 hours’ notice, the amount prepaid will be credited for a future service at ROG Medspa.
    • If the client is required to prepay the full service fee at the time of booking an appointment and cancels with less than 48 hour’s notice or no shows, the prepaid amount is nonrefundable and will not be credited for future use.

Arrival and Late Arrivals

  • Arrival Time: Please arrive at least 10 minutes before your scheduled appointment time to complete any necessary paperwork and relax before your service begins.
  • Late Arrivals: We understand that unforeseeable circumstances occur. Please notify our office of such events. If you arrive late, your appointment time may be shortened to ensure the next client is not delayed. If you are more than 15 minutes late, we may need to reschedule your appointment, and a late arrival fee of $25 will apply.

Health and Safety

  • Wellness: Please inform us of any health conditions or allergies before your appointment. Your safety and comfort are our top priorities.
  • Rescheduling: If you are feeling unwell or showing symptoms of illness, we kindly ask that you reschedule your appointment to protect the health of our staff and other clients.

Payments

  • Accepted Methods: We accept various payment methods including cash, all major credit/debit cards (Visa, MasterCard, Discover, American Express), as well as gift cards. We partner with Cherry and Care Credit to accommodate Buy Now, Pay Later payments for our services. We also accept Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA). 
  • Pre-Authorization: For certain services or packages, a pre-authorization hold may be placed on your card to ensure funds are available. This hold is temporary and will be released after the transaction is processed.
  • Final Payment: Full payment is due at the time of service. The final amount for services, including any additional fees, will be charged to the payment method provided.
  • In-Store Purchases: All services and products purchased at our MedSpa must be paid at time of purchase.
  • Online Purchases: For services or products purchased online, payment must be completed through our secure payment portal.
  • Adjustments: If there are any discrepancies with charges, please contact us at (346) 741 – MSPA (6772) immediately. We will review and make the necessary adjustments.
  • Data Protection: We prioritize the security of your payment information. All transactions are processed through secure, encrypted channels to protect your personal and financial data.
  • Privacy: Your payment information is handled with strict confidentiality and will not be shared with third parties except as required by law.

Refunds

  • Services: We do not offer refunds on services rendered. Although we do our best to achieve the best desired outcome, results vary from client to client.
  • Products: We do not offer refunds on products purchased unless there is a health related adverse reaction related to use of the product. Defective or flawed products can be exchanged within (7) days of purchase for the same product
  • Gift Cards: We do not offer refunds on Gift Card purchases. 

Gift Cards

  • Purchase: Gift cards can be purchased in-store, online, or over the phone. They can be loaded with any amount from $50 on upwards. Gift cards can also be service-based (for example, you can purchase a gift card specifically for a 20 minute infrared sauna treatment, or specifically for a full-lip filler treatment).
  • Redemption: Gift cards can be redeemed for services and products at our MedSpa in-person or online. Gift cards cannot be used to purchase additional gift cards. Gift cards cannot be used in conjunction with other promotions or discounts unless specified.
    Partial Use: If the total amount of your purchase exceeds the gift card balance, the remaining balance can be paid with another form of payment.
    Checking Balance: You can check the balance of your gift card online (on your patient portal) or by contacting our front desk at (346) 741 – MSPA (6772).
  • Transferability: Gift cards can be given to others, but they remain the responsibility of the cardholder. We are not liable for any misuse or unauthorized use of the card.
  • Substitutions: Service-based gift cards cannot be substituted for other services.
  • Expiration: Gift cards are valid for 12 months from the date of purchase. Any remaining balance will expire after this period.
    Non-Refundable; No Cash Value: Gift cards are non-refundable and cannot be exchanged or redeemed for cash or credit.
  • Canceled Services: If a service paid for with a gift card is canceled with appropriate notice, the amount will be credited back to a new gift card.
    If though the service paid for with a gift card is canceled without timely notice (i.e. with < 24 hours notice), the gift card balance MINUS our Late Cancellation fee of $75 will be credited back to a new gift card. If an individual no shows for a service paid for with a gift card, the gift card balance MINUS our No Show fee of $100 will be credited back to a new gift card.
  • Replacement: If you believe your gift card has been lost or stolen, please contact us immediately at (346) 741 – MSPA (6772). Please note that all of our gift cards have a digital footprint (meaning that the gift card credit is already in our computer system and tied to the client in which the gift card was purchased for). We are happy to provide a replacement physical copy if needed.

Packages

  • Availability: Packages are available for purchase in-store, online, or by phone. Please consult our staff for details on current packages and pricing.
    Payment: Packages must be paid in full at the time of purchase. We accept various payment methods, including all major credit/debit cards and gift cards
  • Inclusions: Each package includes a specific set of services or products. Details are outlined in the package description. Please review this carefully to ensure it meets your needs.
  • Validity Period: Packages are valid for 12 months from the date of purchase, unless specified otherwise in the package details. All services within a package must be used within this period.
  • Unused Services: Any services not used by the expiration date of the package are forfeited and cannot be refunded or extended.
  • Expired Packages: Once a package expires, any remaining services are void, and no refunds or extensions will be granted.
  • Refunds: Packages are non-refundable. However, if you are unable to use a package due to unforeseen circumstances, please contact us at (346) 741 – MSPA (6772) to discuss possible solutions.
  • Non-Transferable: Packages are non-transferable and can only be used by the purchaser or the recipient if given as a gift.
  • Service Substitutions and Upgrades: If you wish to upgrade or modify a service included in your package, additional fees may apply. Please call us at (346) 741 – MSPA (6772) to discuss upgrade or modification options.
  • Promotional Packages: Packages purchased as part of a promotion or discount are subject to the terms and conditions of the promotion. These terms will be communicated at the time of purchase.
  • Additional Discounts: Discounts or offers cannot be applied retroactively to previously purchased packages.

Memberships

  • Enrollment: Memberships can be purchased in-store, online, or by phone. Please contact our staff for details on membership plans and pricing.
  • Tiers and Benefits: We offer two membership tiers, each with different benefits. Details of each tier, including services, discounts, complementary treatments, and additional perks, are outlined in the membership brochure, as well as on the memberships section on our website.
  • Monthly Fees: Membership fees are charged monthly and depend on the membership tier selected. Fees are non-refundable and will be charged to the payment method provided at the time of enrollment. It is the member’s responsibility to ensure that payment information is up-to-date.
  • Service Credits: Memberships may include a fund credit or set number of complimentary service credits each month.
    • ROG Fundamentals Membership – Unused complimentary services do not carry over to the next billing cycle.
    • ROG Refined Membership – Unused complimentary services do not carry over to the next billing cycle.
    • ROG Elite Membership – Unused complimentary service does not carry over to the next billing cycle.
    • ROG Semaglutide Membership – Unused benefits do not carry over to the next billing cycle.
    • ROG Tirzepatide Membership – Unused benefits do not carry over to the next billing cycle.
  • Booking Appointments: Members are encouraged to book appointments in advance. Certain benefits may have specific booking requirements.
  • Freeze: Memberships may be frozen (i.e. placed on hold) for a maximum of 90 days per year due to military leave, pregnancy, extended illness,  financial hardship, or relocation. The fee to freeze your membership is $50. After 90 days, the membership will automatically resume at the normal membership rate unless written notice is provided to instruct otherwise.
  • Suspension: Memberships can be suspended for extenuating circumstances with prior approval from management. Membership benefits and billing will resume once the suspension period ends.
  • Cancellation: All Membership tiers require a (6) month commitment. After 6 months from initial sign up, memberships may be canceled with 30 days’ written notice. Cancellations will be effective at the end of the current billing cycle. Please note that membership fees are non-refundable.
  • Refunds: Membership fees are non-refundable. No refunds will be provided for unused services or credits.
  • Transferability: Memberships are non-transferable and may only be used by the enrolled member. They cannot be transferred to another person or used by anyone other than the member.
  • Concerns: You are a valued member of ROG Medspa. If you have any questions or need assistance with your membership, please contact our team at (346) 741 – MSPA (6772). We are here to assist you and ensure you have a positive experience with us.

Referral Program

  • Referrer (Person referring their friend, family, or colleague to the medspa): Must be an existing client of ROG Medspa.
  • Referral (Person being referred to the medspa): Must be a new client who has not previously visited ROG MedSpa.
  • Referral Process: Referrals must provide your name at the time of booking and/or at the time of service, and once they have paid for their service in full, the Referrer will receive a $50 ROG Referral Credit in their account which can be applied towards any service or product, and the person referred gets 35% off their first visit.
  • Referral Credit: You can only receive (1) $50 ROG Referral Credit per new referral.
  • Redemption: You can redeem ROG Referral Credits on any service or product in-store or online.
  • Limitations: You can earn an unlimited amount of ROG Referral Credits! ROG Referral Credits do not expire.

Children

  • Accompanied by Children: For the comfort and safety of all clients, we request that children and youth under the age of 16 do not accompany you to your appointment. This maintains a calm environment and ensures the safety of both the child/young adult and other clients.

Pets

  • Pets: We love pets, but for health and safety reasons, we ask that you leave your pets at home.
  • Service Animals: Service animals are always welcome. Please inform us in advance if you will be bringing a service animal so we can make any necessary accommodations for both you and your service animal.

Feedback

  • We Value Your Input: Your satisfaction is important to us. If you have any concerns or feedback about your experience, please let us know so we can continue to improve our services and each customer’s encounter with us.

We reserve the right to update or modify any, or all, of our policies at any time. Any changes will be communicated via our website or directly to our clients, as appropriate.

Thank you for choosing River Oaks Galleria (ROG) Medspa. We look forward to serving you!