A. Although we can sometimes accommodate "walk-ins," Balance is set up for pre-scheduled appointments. This is especially true if you need a specific time or prefer a certain therapist for your services. Appointments for services and packages can be reserved with a valid credit card number.

A. Though many times we are able to schedule appointments on the same day of your call, we usually suggest scheduling two or three days in advance of your desired date. Keep in mind also that packages and group bookings take longer to coordinate, so you'll probably want to allow a week or two for the best selection of times and services.

A. If you expect to be late for your appointment, please let us know as soon as possible so we can make any adjustments needed to keep you and our staff on schedule. Although we will do whatever we can to accommodate late arriving clients, it will not always be possible for us to give a late client their entire appointment time, especially if the client is more than ten minutes late. Please note that the client is responsible for payment for the scheduled service, not the time that was given.

In the case of a package, we will generally cut the service time of the first scheduled service to keep the other services on time. Again, the client is responsible for payment of the scheduled services.

A. Unfortunately, sometimes timing issues occur that are beyond our control. When a service starts late due to a technician or staff member issue, we will make every attempt to give the client the full service. If timing issues for either party prevent this, we will make other arrangements to reschedule the appointment or resolve it to the client's satisfaction.

A. If you must cancel or modify your appointment, please give us as much notice as possible.  In order to ensure that our service providers are compensated for the time they set aside for clients, we require a credit card or gift card to guarantee all appointments and we must receive at least 24 hours cancellation or modification notice or a 50% service fee will be charged. 

A. Certainly. All of our therapists are trained to create a safe and comfortable environment for each client. If you have a preference for a male or female massage therapist, be sure to mention it when you are scheduling your appointment. Please note that at this time, most nail technicians and estheticians are female.

A. No. While we certainly encourage relationship building between each technician and their regular clients, we encourage our customers to try working with different staff members. Each staff member has their own personality, style and specific areas of expertise, so it is only natural to want to find the person or persons who best suit your specific needs. The bottom line is that we want you to be happy with your services as well as your service provider!

A. No. However, our staff is trained to provide each client with a high level of comfort and privacy during their visit. Draping with sheets and/or towels are a part of all massage, skin care and spa services, and robes and slippers are provided to clients having more than one massage/spa service.

Clients may also feel free to wear undergarments or bathing suits during treatments if desired, keeping in mind that they may get oily or wet during the treatment. Disposable undergarments are available for spa services as well. Whatever the service, clients should feel free to voice their concerns or preferences throughout the treatment.

A. While tipping is not required or expected, it is always appreciated by staff members. If you feel you have received good service, you are welcome to show it by offering a gratuity to any staff members who assisted you.

A. Most clients tip for spa services in the same way that they would in a restaurant...usually at a rate of 10 - 20%. Tip envelopes are available at our front desk for cash tips. Gratuities may also be added to your check or credit card and will be distributed to the appropriate staff members.

A. Yes, in our Burlington and Greensboro locations you can add lunch to your spa visit.  Clients wanting to order lunch should mention it when scheduling spa appointments or upon arrival at the spa. There is a charge of $12 for this service.

A. To ensure the best possible service and handling of multiple reservations, all groups of five or more will be scheduled directly through a Manager.  As with other appointments, a valid credit card number is needed to guarantee the reservation, and for group bookings, a 20% deposit is required at the time of booking. We have a five-day cancellation policy on group bookings; if you cancel or modify any service within the five days prior to the scheduled appointments, the 20% deposit is forfeited and the 50% charge for any modified/canceled services will apply. The 20% deposit is only refundable if you cancel your group prior to the five day policy.  A charge of 20% will be added to all services at the time of check out. This includes gratuity for all services and the additional time needed to coordinate appointments and special arrangements for larger parties. The 20% deposit charged at the time of booking will be applied as the service charge.  

A. Discounts are available by taking advantage of our monthly specials which are posted on our website and by receiving our email newsletters. To register, go to our feedback page and add your name and email address.  You can also join us on Facebook for special promotions for our fans!

A. While we do everything possible to accommodate the needs of our clients, we are not able to offer childcare during spa appointments. If your child must accompany you to your appointment, they must stay with you in the treatment room.  For the enjoyment of all spa guests, we also ask that everyone use their "spa voice" at all times in the spa.

We do offer a limited menu of services for children such as our Kids' Mini-Facial, Mini-Manicure and Mini-Pedicure, as well as our Teen Facial!

A. Please help us maintain our relaxing, restorative environment by turning off all cell phones and pagers upon entering the spa.  If an emergency arises, please keep any conversations as quiet and brief as possible. 

A. It is our policy to exchange any product purchased for a full store credit within a 2 week period of the purchase provided that no more than 10 percent of the product has been used. If it has been longer than 2 weeks since the purchase or more than 10 percent of the product has been used, a partial credit may be given to be decided on a case by case basis. 

We do not offer refunds on gift card/certificate purchases, but will gladly transfer the card/certificate to another individual with the return of the original gift card/certificate.