We have tried our best to answer all your questions here,
but in case we missed something, please feel free to give
us a call or shoot us an email We would be happy to
answer any questions you may have regarding our
custom massage and any other services we provide
in the Burke, Fairfax and the Northern Virginia area.
GENERAL QUESTIONS
What are your hours of operation?
We are open 7 days per week
Monday- Friday 8:30am - 9:00pm
Saturday and Sunday 9:00am - 6:00pm
Where are you located?
MAIN STUDIO -- 5252 Lyngate Ct Suite 202
Our main studio is located at 5252 Lyngate Court Suite 202, Burke, Va. 22015. This is in the Burke Professional Center in the Kings Park area of Burke. This is located on the corners of Braddock Rd and Rolling Rd. We are 2 miles off the Beltway of the Braddock Rd West exit. We are across the street (Rolling Rd) from the Kings Park Giant shopping center. There is plenty of parking available to you labeled "Patient Parking Only". Please enter through the main entrance on the front of the building through the glass entry doors. Once inside the foyer, head up the stairs. Serendipity Wellness Studio is the only door at the top of the steps.
Annex Studio / Breathe & Detox Suite-- 5292 Lyngate Ct.
We now have a 2nd annex studio located at 5292 Lyngate Court. It is in the attached building that sits directly behind our main studio space. Drive around to the back of the building and look for 5292. This studio is on the ground floor and you can park directly in front of the annex space.
Stretch Studio -- 5272 Lyngate Ct Suite 200
Our Stretch Studio is located in building directly behind our main studio. Park at the right side end of the building. Come up the stairs between the 2 buildings to the 2nd floor. Look for 5272. We are inside in Suite 200.
What is your cancellation policy?
We have a NEW CANCELLATION POLICY. We know your time is valuable, as is ours. When you schedule an appointment, we are reserving a therapist, the room and our energy for you and only you. No one else can come in and take that time from you. So, if you cancel at the last minute, you keep someone else from being able to benefit from our services and you impact the business as a whole, therapists ability to earn a living and negatively impacting other clients who could have really benefitted from a massage or facial.
As a result of this, we have a 24 hour cancellation policy. We understand that schedules change and things come up, but we ask that if you do need to reschedule an appointment that you do so with at least 24 hours notice. If we have your email address, you will receive an appointment confirmation email 48 hours prior to your appointment time. You have 24 hours from the receipt of that email to confirm whether you can come in or not. If you are able to keep your appointment time, please click the link in the email to let us know. If you are unable to make your appointment, you can reply back to that email and let us know, go online and cancel it yourself, or give us a call and let us know. Simply not clicking the link, does not cancel your appointment.
If you are unable to make your appointment and it is within the 24 hour window, you will be charged for your appointment based on the following:
NEW 24 Hour Cancellation Policy:
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If you must cancel and it is within the 24 hour period, the credit card or gift certificate you provide when booking an appointment for the express purpose of enforcing the cancellation policy, will be charged for 15% of the treatment price. This charge will occur REGARDLESS OF THE REASONIf you can send someone in your place, or we can fill that appointment time, then you will not be charged for the cancelled appointment. Rescheduling within this period is the equivalent of a late cancel since the result for the business and the therapist are the same.
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For No Shows/No Calls or calls within 4 hours of your appointment time, we reserve the right to charge your credit card the 50% of the treatment price. The more opportunity we have to fill the spot, the less likely you will be charged.
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If you schedule an appointment for one duration and then at the last minute need to shorten the appointment, you will be charged for the full price of the original appointment.
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If you arrive late for your scheduled appointment time, we will do our very best to still provide you with your full appointment. However, if your tardiness makes it impossible to complete the full service, you are still responsible for the full fee of the service you originally scheduled.
What is your policy for lateness?
Please plan to arrive 10-15 minutes prior to your scheduled appointment time. This will help give you a time buffer in the event of unexpected traffic as well as give you time to decompress prior to your massage and fill out any necessary paperwork. If you do find yourself running a bit late and feel that you may arrive late for your appointment, please call us at 571-217-1150 and let us know. In the event that you are late, we will make every effort to give you your full appointment time. Unlike some places, we book a 30 minute recovery time in between each appointment. This allows us a little wiggle room when it comes to start and finish times. However, we do need to end the appointment with at least 10-15 minutes before our next appointment to allow for taking payment, talking to our wonderful clients and preparing for our next client. Our goal is a relaxing positive experience, not a stress out, rushed experience for you. Just keep us informed and we will do our best to do the best for you. While we will do our best to provide your full service in the event of your tardiness, if your tardiness makes it impossible to complete the full service, you are still responsible for the full fee of the service you originally scheduled.
Can I request a particular therapist or particular gender therapist?
If you have a specific therapist you would like to work with, be sure to mention that to the attendant who is helping you over the phone when scheduling. You can also choose their name from the dropdown menu when booking online. If you would prefer a male or female therapist, you can request that as well. We have several male and female therapists. If you don't let you wishes be known at the time of booking, you will be scheduled with whichever therapist is available. While booking online, there is also a dropdown option to sort by male or female therapists. Your failure to mention your preference is not a valid reason to cancel your appointment last minute. You are told over the phone the name of your therapist and it appears in the email appointment notification and confirmation you receive. If the gender of your massage therapist is something that is important to you, please let that be known. Do not assume all our therapists are female, or male for that matter. We employ great therapists, not caring what their gender is.
Why do you require a credit card or SWS gift certificate to schedule an appointment?
In order to secure your appointment time, we do require you to provide a valid credit card or a SWS gift certificate that covers that full cost of your service. We do this to protect the time of our therapists. Unfortunately, there are people who schedule appointments and then either cancel last minute or just don't bother to show up. This hurts Serendipity Wellness Studio as a whole, the individual therapist and all of our other clients or potential clients. What if you wanted to come in but there was nothing available, and then someone "no shows" their scheduled appointment. You could have had an appointment, if they had respected our time. We require credit information at the time of booking to be able to enforce our Cancellation Policy (see above)
Your credit card isn't charged at the time of booking, but it will be authorized. This is very similar to being required to provide a credit card to hold a hotel reservation. When you complete your appointment, you can pay for your services using any form of accepted payment. You don't need to use the credit card you initially provided. If you keep your appointment or cancel in a time consistent with our cancellation policy, then you have nothing to worry about regarding providing your information. If you fail to cancel your appointment in a timely manner or just don't show up, your credit card will be charged or the gift certificate will be redeemed.
We do understand that in this age of rampant identity theft, that you may be a little uncomfortable providing this info to a stranger over the phone. We understand that. If you prefer to not provide over the phone, you can certainly schedule using our online booking system. You will still be required to provide your credit card information, but you will be the one inputing the data. Another option would be to purchase a gift certificate online, or by coming in to the studio and using the gift certificate to hold your appointment time.
Why do you take payment in advance of service?
We started this when we re-opened after COVID, but we continue this practice now. This is for a couples of reasons. First, I think it is nice to get the "business" stuff out of the way so all that awaits you is relaxing bliss. Secondly, we now have a second annex studio. There is no support staff there to take payments, so it is easiest to get that done in advance over the phone. I hope you come to appreciate this procedure.
What is your policy regarding minor children as clients?
We will gladly work on a minor child in need of massage, with restrictions:
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Minor must be at least 10 years old.
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Parent or guardian must remain in room with minor child at all times.
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We must be NOTIFIED IN ADVANCE if client is under 18 years old and be approved by therapist.
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Some of our male therapists prefer to not work on minor female clients, so please make sure to notify us in advance if client is under 18. Otherwise, there may be a possibility that the service will not be performed.
What if I get uncomfortable during my treatment?
We always appreciate your requests and feedback. While we may be the experts on massage, you are the expert on you, and it is your massage. Your comfort and experience is our top priority. Everything from music type, volume, room temperature, table temperature, angle of the face cradle is adjustable to your liking. Your therapist will never be offended if you make a request to turn up the heat, add a blanket, or adjust the table, pressure or music during your session.
Does a 60 minute massage really mean 60 minutes or is it just 50 minutes of massage?
We do a full 30, 60, 90 or 120 minutes on the table. You are paying for a full hour, you will be getting a full hour of service. We also don't book appointments right on top of each other. We schedule a 30 minute recovery time in between each appointment so that we can give you our full time and attention you deserve.
What type of payments do you accept?
We accept cash, personal check (as long as we have cc information on file), Visa, MasterCard, Discover, American Express, SpaFinder gift certificates, SpaWish ,SpaWeek gift certificates and Serendipity Wellness Studio gift certificates.
Do you accept insurance?
We do not accept insurance and have no interaction with insurance companies. Upon email request, we can provide you with an itemized receipt that you can submit to your insurance company or for your FSA. Please send your request for this receipt after your service is complete to SERENDIPTYWELLNESS@GMAIL.COM
Should I tip you or give you a gratuity?
Though not required, gratuities are a great way to show appreciation for the quality service offered by our therapists. Tips average between 15% - 25% of the service price. You may leave a tip in cash, personal check to your therapist, or VENMO or ZELLE. We can text you the therapists tip info at checkout. Some SWS gift certificates could include gratuity so you can use that towards gratuity. SpaFinder and SpaWeek gift certificates have no cash value and cannot be used towards a gratuity.
What is your policy on vaccination?
We believe that a persons medical choices are between them and their doctors, not their employer and whether to have a vaccine or not is actually a medical choice. Therefore, we don’t have a policy about vaccinations, we don’t require either our clients or our therapists to be vaccinated and we will not ask anyone about their medical choices. Historically, our clients and therapists have appreciated the confidentiality and respect we’ve always showed them.
How do I contact you?
You can email us, call us (571-217-1150) or send a text message (571-789-2361). When sending an email, please provide your name and contact number so that we may call you back. This is preferable to continually emailing back and forth. I will make every effort to get back in touch with you the same day. Please send TEXTS to 571-789-2361--we have a BOT to help answer your questions via text.
When you call us, know that your call is very important to us. We DO NOT always have someone available to answer the phone, so, if you get voicemail, please leave a message. I promise someone will call you back.
You can always schedule an appointment online at any time of day.
Remember, for the best in custom massage in Burke, Fairfax and the Northern Virginia area, Serendipity Wellness Studio is number one
