I was really happy with this spa. I had two facials and both were great. I bought a line of product (which was pricey) and was really excited, but after using it for three days, I developed a rash. When I told her about it, she said she was sorry, that there was nothing she could do. No exchange, no spa credit, nothing. So fine, I should've checked on their exchange/refund policy. But two days later I get an email that my next facial had been cancelled because "my skin doesn't like their product, so maybe I should go somewhere else". I emailed the company directly, they spoke to her, and I got a refund. I'll be getting facials somewhere else now, but this was sad.