Clinic Etiquette

We ask that you arrive 10 minutes prior to your appointment. This will allow you time to sit down, relax, and fill out any client forms that may be needed. When running late, please call us to let us know, and we will do our best to accommodate you. However, to ensure we stay on time, your treatment time may be limited or rescheduled.

We ask that you give us 24-hours of notice if you need to cancel or reschedule your appointment. Failure to provide us with 24-hours of notice will result in a fee of 50% of the cost of the treatment that was booked (applies to aesthetics and massage clients). For clients receiving medical services (i.e., physiotherapy, mental health, NP services), you’ll be charged a flat fee of $50 for cancellations without notice. The fee will be automatically charged to the card on file.

At Oasis Wellness, we understand that the weather here can be unpredictable. In the occasion of extreme inclement weather, no-show and cancellation fees will be waived. Inclement weather is determined by operation of Cold Lake public transportation. If Cold Lake public transportation is still running, normal no-show and cancellation policies remain in effect.

Waxing Services: please do not apply body cream or oil prior to your waxing appointment. Please make sure that your hair is at least ¼ to ½ inch long prior to your waxing service.

Lash Extensions/Lash Tint/Lash Perms: We ask that you please do not wear makeup to your appointment and keep your eyelashes free of oils. We also ask that talking is kept to a minimum as this causes the muscles in your face to move and can cause a few issues such as: fumes or product getting into the eye, extensions sticking together/to the eye pad, etc.

Physiotherapy Services: Please be sure to read our Physiotherapy FAQs prior to your scheduled appointment.

We ask that all clients turn their phones on silent, do not disturb or vibrate. We know sometimes things come up and our phones are needed, but if your service requires your hands to be busy or your eyes to be closed, we ask you do not answer your phone during your service as it could impact the quality of the service.

For Dermalogica products, if you are unhappy with the product, we accept returns within 30 days of your purchase with receipt or proof of purchase. If 30 days or more have passed since your purchase, we cannot offer you a refund or an exchange.

Only regular priced items may be refunded. Sale items are non-refundable.

Any other products, we do not accept returns, but we will provide exchanges if the item you purchased is defective. If you receive a defective item, please bring the product in with proof of purchase within 30 days.