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Policies

PRIVACY POLICY:

In compliance with the Federal privacy legislation, Fayez Spa's privacy policy is clear. We are committed to making your experience exceptional in every respect. As part of our commitment to your complete satisfaction, Fayez Spa safeguards personal information obtained about you in the course of providing health treatments and beauty services from unauthorized use or disclosure.

Our trained front desk staff will ask you to provide only the information that is required to provide the health or beauty services that you have booked. Where sensitive health information is required for health or beauty treatments with our aestheticians, therapists or Registered Massage Therapists, you will be asked to sign a consent form authorizing Fayez Spa to retain a record of your treatments and related health information.

Any personal, health and/or credit card information is stored in secure areas of Fayez Spa, with access limited to only those employees who are authorized to have access to such information, i.e. bookkeeper.

Fayez Spa does not share, barter, sell or lease any information about its clients. From time to time, Fayez Spa may write to you to let you know of a new treatment or seasonal offer.

If you do not wish to receive these mailings, or you have a question or concern regarding our handling of your personal information, please let Fayez know by contacting him at: 652-2780, or by e mail at fayez@fayezspa.com.

BOOKING & CANCELLATION POLICY:

Booking Appointments
We recommend booking 3 weeks in advance, if possible, especially for spa packages. A deposit of 50% for services booked is required to confirm your appointment. Visa, MasterCard or Fayez Spa gift card number are accepted. Arriving late for your scheduled appointment will compromise your full enjoyment and length of your treatment as the next guest cannot be delayed starting theirs. Full charges will apply for any late and missed appointments.

Cancelling Appointments
A minimum of 72 hours cancellation notice is appreciated. However, if less than 48 hours cancellation notice is given, a fee of 50% of the service price will be charged to compensate for some loss of time reserved for your appointment. This applies to all spa packages and services booked. For groups reserving 20 (or more) hours of service, we require 7 days notification to cancel or re-schedule, or the 50% cancellation fee will apply. Due to the scheduling of our staff and clients, we must strictly adhere to this policy under any circumstance.


STERILIZATION POLICY:

Here at Fayez Spa, we pride ourselves on having the highest standards of sterilization and sanitization. It is of the utmost importance to provide and sustain a clean & safe environment for our clients and staff. We strictly adhere to the Sterilization Policies & Procedures recommended by the London/Middlesex Health Unit.

If additional information is required in regards to our policies, please contact Fayez directly ~ fayez@fayezspa.com.


ACCESSIBILITY CUSTOMER SERVICE POLICY for Persons with a Disability
Certification Number 43526

POLICY

The goal of the Accessibility for Ontarians with Disabilities Act, 2005 (the “Act”) Regulation 429/07 is to create a more accessible Ontario, by identifying, and to the extent possible, preventing, and eliminating barriers experienced by persons with a disability. A standard for customer service (“the Standard”) has been established under the Act to ensure goods and services are, where at all possible, equally accessible to every member of the public.

PURPOSE
At Fayez Spa, we are committed to providing a barrier-free environment for our customers. The purpose of this policy, therefore, (the “Policy”) is to ensure that we meet the requirements of the Standard and promote its underlying core principles, described below.

SCOPE
The Policy applies to all Fayez Spa employees, who deal with members of the public or other third parties. This includes our employees, agents and contractors.

RESPONSIBILITY
Fayez Spa is responsible to ensure that all employees are trained in the application under the Accessibility Standards for Customer Service, and employees are expected to conduct themselves within the spirit and intent of this policy.

DEFINITIONS

Barrier
As defined by the Accessibility for Ontarians with Disabilities Act, 2005 means anything that prevents a person with a disability from fully participating in all aspects of society because of his or her disability, including a physical barrier, an architectural barrier, an information or communication barrier, an attitudinal barrier, a technological barrier, or a policy or a practice.

Accessibility Report:
The report required to be filed pursuant to section 14 of the Act.

Assistive Device:
Any device used to assist a person in performing a particular tasks or to aid that person in activities of daily living.

Disability: Has the same definition as is provided under the Act and Human Rights Code, R.S.O. 1990, c. H.19.

  1. any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheel chair or other remedial appliance or device,
  2. a condition of mental impairment or a developmental disability,
  3. a learning disability, or a dysfunction in one or more of the processes involved understanding or using symbols or spoken language, a mental disorder, or
  4. an injury or disability for which benefits are claimed or received under the insurance plan established under the Workplace Safety Insurance Act, 1997 [“handicap” (sic)]

Service Animal
An animal for a person with a disability, if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

Support Person.
A person, who accompanies a person with a disability to assist with communication, mobility, personal care or medical needs or with access to goods or services.

CORE PRINCIPLES OF THE POLICY
We endeavor to ensure that the Policy and related practices and procedures are consistent with the following four (4) core principles:

  1. Dignity
    Persons with a disability must be treated as valued customers as deserving of service as any other customer.
  2. Equality of Opportunity
    Persons with a disability should be given an opportunity equal to that given to others to obtain, use and benefit from our goods and services. 
  3. Integration
    Wherever possible, persons with a disability should benefit from our goods and services in the same place and in the same or similar manner as any other customer. In circumstances where integration does not serve the needs of the person with a disability, goods and services will, to the extent possible, be provided in another way that takes into account the person’s individual needs.
  4. Independence.
    Goods and services must be provided in a way that respects the independence of persons with a disability. To this end, we will always be willing to assist a person with a disability but will not do so without the express permission of the person.

PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES

Accessible Mediums of Communication
Fayez Spa strives to communicate with members of the public in a manner that is accessible to disabled persons by way of posting its Accessibility Standards for Customer Service on its website at www.fayezspa.com

Communicating with Persons with a Disability
Fayez Spa strives to communicate with persons with a disability in a manner that takes into account the disability. Approaches for communication are set out in our accessibility training program.

Assistive Devices
Persons with a disability are permitted, where possible, to use their own Assistive Device when on our premises for the purposes of obtaining, using or benefiting from our goods and services.

  1. If there is a physical, technological or other type of barrier that prevents the use of an Assistive Device on our premises we will first endeavour to remove that barrier.
  2.  If we are not able to remove the barrier we will ask the person how he/she can be accommodated and what alternative methods of service would be more accessible to him/her. We will make best efforts to provide an alternative means of assistance to the person with a disability.
  3. Staff members will receive training on various Assistive Devices that may be used by persons with a disability while accessing our goods and services.

Service Animals
Persons with a disability may enter premises owned and/or operated by Fayez Spa, accompanied by a Service Animal, and keep the Service Animal with them, if the public has access to such premises and the Service Animal is not otherwise excluded by law.

  1. If a service animal must be excluded, we explain to our customer why this is the case and explore alternative ways to meet the customer’s needs.
  2. If it is not readily apparent that the animal is a Service Animal, Fayez Spa may ask the person with a disability for a letter from a physician or nurse confirming that the person requires the animal for reasons relating to his/her disability.
  3. Staff members will receive training on how to interact with persons with a disability accompanied by a Service Animal.

Support Persons
A person with a disability may enter premises owned and/or operated by Fayez Spa with a Support Person and have access to the Support Person while on the premises.

  1. Fayez Spa may, furthermore, require a person with a disability to be accompanied by a Support Person where it is necessary to protect the health or safety of the person with a disability or the health or safety of others on the premises.
  2. Staff members will receive training on how to interact with persons with a disability who are accompanied by a Support Person.

Notice of Temporary Disruptions 
Fayez Spa will notify customers if there is a planned or unexpected disruption of a facility or service persons with a disability use to access our goods and services. The notice will be posted at the entrance of the applicable premises and on the home page of the Fayez Spa website.

The notice will include the following information:

  1. That a facility or service is unavailable.          
  2. The anticipated duration of the disruption.
  3. The reason for the disruption.
  4. Alternative facilities or services, if available

TRAINING AND RECORDS
Fayez Spa will provide training, and ongoing training as required under the Act, to all persons to whom this Policy applies as well as to those persons charged with developing this Policy and related procedures and practices.

Content of Training

  1. A review of the purpose of the Act and requirements of the Standard.
  2. A review of the Policy.
  3. How to interact and communicate with persons with various types of disabilities.
  4. How to interact with persons with a disability who use an Assistive Device or require the assistance of a Service Animal or Support Person.
  5. How to use equipment or devices made available on our premises to assist              persons with a disability to obtain, use or benefit from our goods and                         services.
  6. What to do if a person with a disability is having difficulty accessing our                premises and/or services.

Timing of Training
Training will be provided to all persons to whom this Policy applies as soon as practicable after he or she is assigned the applicable duties.

Documenting Training
Records of the training provided, including the training protocol, the dates on which the training is provided and the number of individuals to whom the training is provided shall be maintained in accordance with the requirements of the Act.

FEEDBACK PROCEDURE

Receiving Feedback
Fayez Spa welcomes and appreciates feedback regarding this Policy and its implementation. Feedback can be provided in the following ways:

  1. In person, at 2224 Wharncliffe Road S., London, Ontario, N6P 1L1
  2. By telephone, at : [519] 652-2780
  3. In writing to: Mr. Fayez Tamba, Owner and General Manager
  4. Electronically to: fayez@fayezspa.com

Responding to Feedback
Fayez Spa has a feedback protocol to enable it to receive and respond to comments, including complaints. The feedback protocol is available upon request.

DOCUMENTATION TO BE MADE AVAILABLE
This Policy, and related practices and protocols, shall be made available to any member of the public upon request.

  1. Notification of same shall be posted on the Agency website and at a conspicuous place at the location to which this Policy applies.

FORMAT OF DOCUMENTS
Fayez Spa will provide documents, or the information contained in documents required to be provided under the Standard, to a person with a disability in a format that takes the person’s disability into account.

CIVILITY - RESPECT - DIGNITY

TIPS FOR GUIDING A CUSTOMER WITH VISION LOSS

The following are instructions and tips on guiding a customer with vision loss.

  1. Ask first if your customer wishes to be guided.
  2. If the answer is “yes”, offer your arm. Ask which arm is better. Walk at a normal pace. The person will walk about a step behind. Announce handrails, doors (to the right/left, push/pull to open etc.) and describe the surrounding areas (such as what is in an aisle, shelves and sections).
  3. If you are guiding towards stairs:
  4. Let the customer know if s/he has to walk up or down;
    1. Approach the stairs head on, not at an angle and come to a full stop in front of the stairs;
    2. Lead or guide your customer to the rail side to allow him/her to take hold of it;
    3. Let him/her find the first step and then start to climb or descend the stairs;
    4. Try to be one step ahead and announce the last step.
  5. If you are going through a narrow doorway, passage etc., the guide goes first, after explaining the circumstances and describing the area.
  6. Upon entering a room, offer to describe the dimensions and the location of people and furniture.
  7. If the person wishes to sit, offer to guide him/her and place his/her hand on the back of the chair.
  8. Keep the person informed when others approach or leave.
  9. If you must leave the individual alone, do not leave him or her standing in the middle of the room, with nothing to hold onto. If he/she is not seated, guide him/her to a door, wall, or piece of furniture to stand next to. This will help the person to stay spatially oriented.
  10. If your customer is accompanied by a guide dog, stand to the right of your customer, as the guide dog is usually at the owner’s left side. When guiding a customer with a dog, offer your left arm, but if the person you are guiding prefers to hold your right arm, that’s okay too.
  11. When the customer has a guide dog, offer to open the door first, before doing so. The
  12. Customer may be using the door’s location as a reference point, or he/she may prefer to do it without assistance to protect the dog’s paws

INSTRUCTIONS ON HELPING SOMEONE WITH AN ASSISTIVE DEVICE

Many customers with disabilities will have their own personal assistive devices. Don’t touch or handle an assistive device without permission.

Examples of personal assistive devices:

  1. Wheelchairs
  2. Scooters
  3. Walker
  4. Amplification devices that boost sound for listeners who are hard-of-hearing without reducing background noise
  5. Hearing aids
  6. Oxygen tanks
  7. Electronic notebooks or laptop computers
  8. Personal data managers
  9. Communication boards used to communicate using symbols, words or pictures
  10. Speech-generating devices that “speak” when a symbol, word or picture is pressed

MOVING PERSONAL ASSISTIVE DEVICES

Staff members having obtained permission to move a person in a wheelchair:

  1. Wait for and follow the person’s instructions;
  2. Confirm that your customer is ready to move;
  3. Describe what you are going to do before you do it;
  4. Avoid uneven ground and objects that create bumpy and unsafe ride;
  5. Practice consideration and safety;
  6. Don’t leave the person in an awkward, dangerous or undignified position such as facing a wall or in the path of opening doors.
  7. Do not move items or equipment, such as canes and walkers, out of your customer’s reach.
  8. Respect your customer’s personal space. Do not lean over them or on their assistive device.
  9. Let your customer know about accessible features in the immediate environment, such as automatic doors, accessible washrooms, among other things).

Accessible Customer Service is not about ramps or automatic door openers. It’s about understanding that people with disabilities may have different needs.

FAYEZ SPA GIFT CARD POLICY

Available in various denominations, Fayez Spa Gift Cards must be presented for redemption. Gift Cards are not refundable or redeemable for cash and cannot be used towards the purchase of another gift card. We only honour the dollar amount on the gift card. Prices and services are subject to change without notice. Cancellations given with less than 48 hours notice are subject to 50% charge of the service amount.