House Policies & Standards

All services at Ash & Sage are booked through our online booking system, powered by Square. You can book a single session as a drop-in guest or use the sessions included in your membership.

Drop-in sessions are available alongside our memberships. Current drop-in prices are shown on each experience page and at the time of booking.

Please arrive 10 minutes before your appointment so you have time to settle in. If you arrive late, we’ll do our best to accommodate you, but your session may need to be shortened so the next guest isn’t delayed. The full price of the booked service still applies.

We understand that plans change. If you need to cancel or reschedule, please let us know at least 24 hours before your appointment.

As our standard policy, cancellations made within 24 hours of the appointment, and missed appointments, will be charged 50% of the booked service. For members, a late cancellation or no-show will count as a used session.

We know that exceptional circumstances happen. Ash & Sage may, at its discretion, waive or reduce a late cancellation charge in those situations.

Ash & Sage is home to a collective of wellness and beauty professionals. Appointments booked through Ash & Sage generally follow this House cancellation policy. Where a particular service requires different terms, those terms will be shown clearly at the time of booking.

Memberships include a set number of sessions in each billing period, which can be used across the experiences included in your plan. The House membership, for example, includes 10 mix-and-match sessions each month for $199.

Sessions are available to the member named on the membership and can’t be shared or transferred.

[TO FILL: Do unused sessions roll over to the next month? If yes, for how many days?]

Memberships renew automatically each billing period until cancelled.

[TO FILL: How many days’ notice is needed to cancel before the next billing date?]

Ash & Sage gift cards are available both digitally through Square and as physical cards. Gift cards can be used toward services and retail purchases at the House. Gift cards cannot be exchanged for cash.

[TO FILL: Can gift cards also be used toward memberships? Yes or no.]

Sauna and Cold Plunge: Please bring a swimsuit. We provide towels, a luxury robe and water in the room.

Red Light Therapy: You don’t need to bring anything.

UV Tanning: Protective tanning eyewear is mandatory. You’re welcome to bring your own compliant goggles, or you can purchase compliant tanning goggles and tanning lotions in our retail area.

Every experience at Ash & Sage is a wellness service, not medical treatment. Our team will show you how everything works on your first visit, and each experience is used in line with the manufacturer’s instructions.

If you are pregnant, have a medical condition or take medication, please speak with your healthcare provider before booking heat, cold, light or UV experiences. If you feel unwell during any session, stop and let a member of our team know.

Ash & Sage may decline or discontinue a service where it is necessary for your safety or the safety of others.

UV tanning at Ash & Sage follows Ontario’s legal requirements.

• UV tanning is available to guests 18 and older only
• Guests who appear to be under 25 must show government-issued photo ID that includes their date of birth
• Protective tanning eyewear must be worn during every session
• All tanning sessions are attended by trained staff
• We may decline a tanning session if these requirements aren’t met

Every room is cleaned and prepared between guests, and our practices follow applicable Ontario public-health requirements, manufacturer instructions and direction from our local public health unit.

• Reusable equipment is cleaned and disinfected, or sterilized where required, between guests
• Single-use items are discarded after use and never reused
• Cleaning products and disinfectants are used in line with manufacturer directions and applicable requirements
• Our cold plunge is maintained, tested and monitored on a regular schedule

The professionals working within Ash & Sage share responsibility for the standards of the House. Each is expected to:

• Leave treatment rooms clean, reset and ready for the next guest
• Follow the House cleaning, hand-hygiene, laundry, waste and equipment procedures
• Meet the professional, licensing, infection-prevention and public-health requirements that apply to their own practice
• Hold current credentials and professional insurance appropriate to the services they provide

Guests of any age are welcome in the House. Some experiences have their own age requirements, such as UV tanning (18+), and these are shown on the relevant experience page and at the time of booking.

If you have accessibility needs, or would like to know whether a particular experience will suit you, contact our Concierge team before your visit and we will do our best to make your visit comfortable. Our Accessibility page has more detail.

Please bring only what you need. Ash & Sage Wellness House is not responsible for items that are lost, damaged or left behind, although we will always help you look.

Ash & Sage is a calm space shared with other guests and with the professionals who work here. We ask everyone to be considerate of that.

• Please keep phones on silent in shared areas
• Photography of other guests or professionals isn’t permitted without their permission
• Please go lightly on strong fragrance out of consideration for others
• We may end a session or membership where behaviour affects the safety or comfort of guests, professionals or staff

These policies may be updated as the House opens and settles into its routine. The current version always appears on this page.