Terms & Policies
Last Updated: March 23, 2026
(1) Appointment Cancellation Policy
If you need to cancel or change your appointment, please let us know a minimum of 24 hours in advance. Flow Spa reserves the right to charge the full service fee for any scheduled appointments that are missed or cancelled with less than 24 hours' notice. The cancellation fee will be charged to the credit card on file.
If you are just running late, we will hold your room for you for up to 20 minutes past your scheduled time. After 20 minutes, your appointment may be treated as a no-show and the cancellation fee may apply. Please note that late arrivals may result in a shortened session, as your appointment will still end at the originally scheduled time.
(2) Membership Policy
Members may cancel their membership at any time after the first 3-month minimum term is completed. To cancel, members must provide written notice (via email or in person) at least 14 days prior to their next billing date. Memberships will automatically renew on a monthly basis until cancelled, and all membership float purchases are final and non-refundable.
Any unused floats on a member's account will still be honoured after cancellation and may be gifted to another person. Unused floats do not carry a cash value and cannot be redeemed for cash. Flow Spa reserves the right to modify membership pricing or benefits with 30 days' written notice to members.
(3) Referral Program Terms and Conditions
Receive $10 in credit to be used towards non-practitioner services (float therapy, contrast therapy or sauna, and Normatec) for every successful referral of a new client. The credit will automatically be applied to your account when the new customer successfully books and completes their first appointment at Flow Spa. The new customer you refer will receive 15% off non-practitioner services (float therapy, contrast therapy or sauna, and Normatec) on their first visit.
(4)Patron Usage of Flow Spa
All patrons agree to the following conditions when using Flow Spa's facilities:
Patrons must shower thoroughly prior to using any shared facility, including float tanks, hot/cold plunge tubs, and saunas.
Patrons must not use Flow Spa facilities while under the influence of alcohol, cannabis, or any other impairing substances. Flow Spa reserves the right to refuse service to anyone who appears to be impaired.
Patrons are expected to behave respectfully toward staff and other guests at all times. Disruptive, aggressive, or inappropriate behaviour will result in immediate removal from the premises without refund.
Personal belongings are brought into the facility at the patron's own risk. Flow Spa is not responsible for lost, stolen, or damaged personal items.
Patrons must follow all posted signage and instructions provided by staff regarding the safe use of equipment and facilities.
(5) Water Care
It is recommended that customers use the washroom facilities prior to their floatation therapy session. Customers must remove all makeup, hair products, and lotions before entering a float tank.
Due to the value of the float tank solution (which contains approximately 1,000 lbs of Epsom salt) and public health requirements, customers who experience bodily fluid or fecal incidents in the float tank are required to immediately notify a staff member. Flow Spa reserves the right to charge a water maintenance and remediation fee of $1,800 to the credit card on file for any incident that results in water contamination requiring the tank solution to be drained, sanitized, and replaced.
By booking a float therapy session, you acknowledge and accept responsibility for this fee in the event of a contamination incident caused by you.
(6) Health Disclaimer & Assumption of Risk
Flow Spa offers float therapy, contrast therapy (hot and cold plunge), infrared sauna, Normatec compression therapy, and massage therapy services. While these services provide many wellness benefits, they may not be suitable for everyone.
Health Disclaimer
You should consult with your physician or healthcare provider before using any of Flow Spa's services if you have any of the following conditions: epilepsy or a history of seizures; heart disease or cardiovascular conditions; high or low blood pressure; kidney disease; open wounds, skin infections, or contagious conditions; pregnancy; claustrophobia or severe anxiety disorders; recent surgery or acute injuries; infectious diseases; or any condition that may be aggravated by heat, cold, or sensory deprivation.
Flow Spa staff are not medical professionals and cannot provide medical advice. Our services are intended for wellness and relaxation purposes and are not a substitute for professional medical treatment.
Assumption of Risk and Liability Waiver
By booking and attending any appointment at Flow Spa, you acknowledge that participation in float therapy, contrast therapy, sauna, Normatec compression, and related services involves inherent risks. These risks include but are not limited to dizziness, lightheadedness, changes in blood pressure, skin irritation, nausea, slips and falls on wet surfaces, and allergic reactions.
You voluntarily assume all risks associated with the use of Flow Spa's facilities and services. To the fullest extent permitted by law, Flow Spa, its owners, employees, and contractors shall not be held liable for any injury, illness, damage, or loss sustained during or as a result of your visit, except where caused by gross negligence or willful misconduct on the part of Flow Spa.
Clients may be asked to sign a waiver of liability form prior to their first session. Refusal to sign may result in the inability to receive services.
(7) Treatment Record Release & Administrative Fees
Flow Spa maintains treatment records for our massage therapy clients in accordance with the requirements of the College of Massage Therapists of Ontario (CMTO) and the Personal Health Information Protection Act (PHIPA).
Clients (or their authorized representatives, including legal counsel with proper written consent) may request copies of treatment notes and records by submitting a written request to Flow Spa. Upon receipt of valid authorization, Flow Spa will retrieve, compile, and provide copies of the requested records within 30 days of receiving the request, as required under PHIPA.
A reasonable administrative fee will be charged for the retrieval, copying, and preparation of records. This fee reflects the time required to locate, organize, and reproduce the records and is based on our standard practitioner hourly rate. For standard requests, a minimum fee of $100 + HST applies. Larger or more complex requests will be quoted in advance.
Requests from insurance companies for claim verification purposes, when accompanied by client consent, will be provided free of charge.
Flow Spa reserves the right to request payment of the administrative fee prior to releasing records.
(8) Online Bookings, Gift Cards & Prepaid Services
Online Bookings
Appointments booked through our website or online scheduling platform are subject to the same cancellation policy outlined in Section 1. A valid credit card is required to hold your booking. By completing an online booking, you agree to these Terms & Policies in full.
Gift Cards
Gift cards purchased from Flow Spa are non-refundable and cannot be redeemed for cash. Gift cards for credit do not expire, in accordance with Ontario's Consumer Protection Act. Lost or stolen gift cards will not be replaced unless proof of purchase is provided, and any remaining balance can be verified by Flow Spa. Gift cards may be used toward any service offered by Flow Spa but cannot be used to purchase additional gift cards.
Prepaid Packages
Prepaid service packages (e.g., float bundles) are non-refundable once purchased. Services included in packages must be used by the original purchaser unless the package terms specify that sessions may be gifted. Packages may be subject to an expiry period, which will be clearly stated at the time of purchase.
(9) Accessibility
Flow Spa is committed to providing an accessible environment for all clients, including those with disabilities, in compliance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code.
We strive to ensure that our facilities, services, and communications are accessible. If you have specific accessibility needs or require accommodation, please contact us in advance of your appointment so that we can make every effort to accommodate you.
Feedback regarding accessibility at Flow Spa is welcome and can be directed to: Flow Spa, Unit 3 – 866 Chemong Road, Peterborough, Ontario, K9H 5Z8, or by email at info@flowspa.ca.
(10) Customer Privacy Policy
Last Updated: March 23, 2026
Flow Spa uses internet-based technologies to manage bookings, memberships, and customer services. In this Privacy Statement, the terms "we," "our," and "us" refer to Flow Spa. This Privacy Statement explains how Flow Spa collects, uses, discloses, and protects the personal information of our clients, members, prospective members, website visitors, and individuals who interact with us through telephone, email, online platforms, or other means of communication.
This Privacy Statement is intended to comply with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and Ontario's Personal Health Information Protection Act (PHIPA), where applicable to health-related records.
Flow Spa's Commitment to Privacy
At Flow Spa, we are committed to respecting the privacy of our clients and website visitors. We have taken, and will continue to take, measures to protect the privacy of personal information in our possession.
This Privacy Statement provides details regarding: (1) how and why we collect personal information; (2) what we do with that information; (3) the steps we take to help ensure access to that information is secure; (4) how you can access personal information pertaining to you; (5) how we handle data breaches; and (6) who you should contact if you have questions or concerns about our policies or practices.
By accessing or using our Website, you consent to the terms of this Privacy Statement. If you do not consent to the collection, use, and disclosure of your personal information in accordance with this Privacy Statement, please do not access the Website or provide us with any personal information.
When We Collect Personal Information
(a) Automatic Collection
We may receive certain information automatically when you interact with our Website, emails, and/or online advertising. This may include information such as the type of internet browser or device operating system you are using, your IP address, and the domain name of the website you visited immediately prior.
Depending on your browser settings, we may store some information on your device in the form of a "cookie" or similar file. Cookies are small pieces of data stored on your device that allow us to recognize your device when you return to the Website. We may also use cookies to deliver content or to save information such as login credentials. At your option, you may turn off cookies using the applicable features in your internet browser; however, doing so may prevent you from making full use of some or all features of the Website.
(b) Information You Provide to Us
When you interact with Flow Spa — whether booking an appointment, purchasing a membership, or making an inquiry — you may provide us with personal information including the following:
Contact information (e.g., name, address, email, telephone number) that we may use to respond to your inquiry, manage your bookings, or administer your membership or service request; financial information (including credit card information) to process and manage your purchases of services, memberships, or gift cards; and health-related information provided during intake forms for massage therapy and other practitioner services, which is collected and stored in compliance with PHIPA.
(c) Social Media
We may offer you the opportunity to engage with us through third-party social networking websites, plug-ins, and applications. Through these platforms, you may allow us to access information associated with your social media account. We may use this information to confirm your identity and to personalize your experience on our Website.
How We Use Personal Information
As part of our business operations, we collect and use personal information about our clients and members — including contact information such as name, address, email address, and telephone number — in order to process your bookings and requests, provide you with our services, and understand your needs so we can serve you better. We use credit card information to process payments for services, memberships, and purchases. We may use demographic and profile data, combined with other publicly available information, to tailor online content according to your preferences.
In addition, we may use your personal information for the following purposes: to manage your bookings and membership status; to facilitate participation in promotions, referral programs, and loyalty programs; to inform you about additional programs and services we offer; to respond to your inquiries; to process payments; to meet regulatory or contractual requirements relating to the services provided to you; and to help identify you when you visit the Website and to improve our online offerings and website administration.
When We Share Personal Information
From time to time, we engage third-party service providers to perform certain business functions or to provide services to our clients. In these circumstances, the personal information shared is limited to only what is necessary for them to perform their services.
In addition, we will disclose personal information: if a law, regulation, search warrant, subpoena, or court order legally requires us to do so; as necessary to our service providers that assist with our business operations; if necessary to protect the safety or security of our clients, to detect and prevent fraud, or when otherwise required or permitted by law; in the event that Flow Spa is sold, merged, or transferred to another entity; or with your consent.
Except as set out above, we do not sell, rent, or share the personal information we hold or make our client lists available to others without your consent. Our contractors and third-party service providers are contractually obligated to maintain privacy practices no less stringent than our own.
Data Breach Notification
In the event of a breach of security safeguards involving personal information that poses a real risk of significant harm to affected individuals, Flow Spa will notify the affected individuals and the Office of the Privacy Commissioner of Canada as required under PIPEDA. We will also keep a record of all breaches of security safeguards, regardless of whether they meet the threshold for notification.
How Long Do We Hold Personal Information?
Personal information is retained only for as long as is necessary to fulfill the purposes outlined above. When no longer required, we will securely destroy, erase, or de-identify the information. Health-related treatment records are retained for a minimum of 10 years from the date of the last entry, or in the case of a minor, 10 years after the client reaches the age of 18, in accordance with CMTO and PHIPA requirements. Other legal requirements may necessitate retaining some personal information for a longer period.
Accuracy
To ensure that your personal information is accurate, complete, and up to date, we urge you to provide us with updates and to inform us of any errors in the personal information we hold.
Security Measures
We maintain technological, organizational, and physical safeguards to protect personal information from unauthorized use, access, disclosure, distribution, loss, or alteration. Access to personal information is restricted to authorized personnel who require the information to perform their duties. The same limitations are imposed upon our third-party service providers.
Accessing Your Personal Information
You are entitled to access the personal information we hold about you. You can do so by making a written request to Flow Spa. We will generally respond within 30 days. If a longer response time is necessary, you will be advised accordingly.
Inquiries or Complaints
If you have any concerns, questions, or complaints regarding this Privacy Statement or our privacy practices, please contact us at:
Flow Spa Unit 3 – 866 Chemong Road Peterborough, Ontario, K9H 5Z8 Attention: Privacy Officer Email: info@flowspa.ca
You also have the right to file a complaint with the Office of the Privacy Commissioner of Canada if you believe your privacy rights have been violated.
Flow Spa Emails
As a client or member, you may receive email communications from us to facilitate your bookings and membership and to advise you of programs and services we offer. If you wish to opt out of receiving marketing emails, you may do so by clicking the "unsubscribe" link in any email or by contacting us directly. Please allow up to ten business days for us to process your request. Note that even if you unsubscribe from marketing emails, we may still contact you regarding your bookings, membership, or as otherwise permitted by law.
Third-Party Links
Our Website may contain links to external websites. This Privacy Statement applies only to personal information that we collect and use through the Website. We are not responsible for the content or privacy practices of linked third-party websites. We strongly recommend reviewing a third party's privacy policy before providing them with any personal information.
Modifications to This Policy
We reserve the right to update this Privacy Statement at any time. Changes will be indicated by updating the "Last Updated" date at the top of this section. We encourage you to review this Privacy Statement periodically. Any changes will apply to personal information we held prior to the update as well as information collected after the update takes effect.