Customer Bill of Rights

Thank you for trusting Hand & Stone with your service. We are here to ensure you enjoy a safe, professional and stress-free experience with us.

Our Code of Ethics

Hand & Stone is the industry leader in ensuring our customers enjoy their services in a safe and professional environment. All of our service providers are required to pass Hand & Stone Code of Ethics training, provide a valid state license, and undergo a criminal record and employment reference check.

Our Code of Ethics is designed to protect you. We recognize that there have been instances of inappropriate conduct in our industry which is why we have implemented many safeguards to protect both customers and service providers. If anything related to your service does not feel right or appropriate, trust your feelings and intuition. Talk to a friend or neutral third party or talk directly to your service provider if you feel comfortable doing so. Otherwise, talk to the spa manager, supervisor, front desk staff, consult a different service provider, or if you get no satisfactory response, reach out to us via https://handandstonefeedback.smg.com/ and we will immediately respond and approach the spa and service provider on your behalf.

Your Responsibilities

If you are late for your service, the spa will try its best to accommodate you but if no times or providers are available your service time may need to be adjusted.
You must also demonstrate ethical behavior. Your service provider will immediately terminate the service if any inappropriate comments or behaviors are displayed.

Our Pledge of Customer Service

Your satisfaction and safety at our spa are our top priority. If any inappropriate, abusive, or dangerous conduct takes place, we pledge to be completely transparent with you about all your options. We will immediately work with you to contact the appropriate authorities or will contact them on your behalf, upon permission, to correct the problem.

We take any complaint seriously, and pledge to provide our full cooperation to accomplish a fair and reasonable resolution. We will cooperate in all investigations of complaints made to authorities. Our policy is that if an allegation of inappropriate conduct is made against a practitioner, the employee will be immediately suspended pending investigation.

All massage tables are equipped with an Attention Button. When pressed, it will immediately alert the front desk that in-room assistance is needed.

Our Commitment to You

At Hand & Stone Massage and Facial Spas, providing you with a safe, professional and stress-free experience is our number one priority.

You can expect the following from your service and your service provider

You have a right to control your experience

Tell your service provider what you want and don’t want in your service.
Undress to your level of comfort. Your therapist can perform an effective massage regardless of your level of undress, including continuing to wear your undergarments. Your service provider must leave the room for you to undress.
Are you comfortable with the amount of pressure? Tell the service provider if you want more or less.
Temperature of the room, level of lighting and volume of music are all adjustable for you.
If you feel more comfortable bringing a companion to accompany you in the room during your service, notify the spa and they will accommodate your request, subject to local requirements (a form/release may be required by the local spa).

You Will Receive a Safe Professional Service

Our service providers are required to maintain a professional relationship with you – if they ask to see you outside of work or are becoming too personal in conversation you can ask them to stop or talk to the manager.
Our service providers do not work on the abdomen or breasts. Gluteal work is permitted upon expressed client consent and over the sheet only with proper draping. Inner thigh work is permitted only to the extent of half of the length between knee and groin. Chest work, no lower than one inch below the medial collar bone is permitted.
You will be properly draped at all times during your service.
All massage tables are equipped with an Attention Button. When pressed it will immediately alert the front desk that assistance is needed.

Your Service Provider Will Adhere to the Highest Ethical Standards.

All Hand & Stone Service Providers will be trained in and adhere to the highest ethical standards and must abide by the following Code of Ethics, to:

Demonstrate commitment to provide the highest quality massage therapy and skin care services to those who seek their professional service.
Conduct all business and professional activities within their scope of practice and all applicable legal and regulatory requirements.
Acknowledge the inherent worth and individuality of each person by not discriminating or behaving in any prejudicial manner with clients and/or colleagues.
Acknowledge the confidential nature of the professional relationship with clients and respect each client’s right to privacy within the constraints of the law.
Project a professional image and uphold the highest standards of professionalism.
Demonstrate professional excellence through regular self-assessment of strengths, limitations, and effectiveness by continued education and training.
Accept responsibility to do no harm to the physical, mental and emotional well-being of clients, associates and self.
Not engage in conversations of a personal or sexual nature, including compliments or criticism about a person’s body, lifestyle, past or present relationship situation.
Provide proper draping procedures for all clients at all times. Avoid exposing a client’s private areas at all times.
Not allow their breasts or genitals to brush up against, lean into or touch any part of the client’s body at any time.
Not engage in any sexual conduct or sexual activities involving their clients. Specifically, not massaging or touching a client’s private areas. This includes their breasts and genitalia. Genitalia includes anterior or posterior inner thighs near genitalia and anal areas.
Refrain from having a personal/sexual relationship with a member or client of Hand and Stone.