Fayez Spa has been operating under COVID-19 policies and protocols provided by our Ministry of Health since the beginning of the pandemic and we continue to do so to ensure the health and safety of our family, clients and team. All clients and staff members must adhere to any current COVID-19 protocols in place, but this does not include stating whether or not a vaccine has been administered. We will not be disclosing our staff member’s confidential health information.
Therefore, if at any time anyone feels unsafe to visit our spa environment, we completely understand if they wish to postpone their visit until a time when they feel it is safe.
Deep cleaning and sanitization and hand washing are being implemented as part of our health & safety protocols. It is also vitally important that you feel comfortable and free of anxiety during your visit. While we can take steps to make you feel safe, we cannot guarantee your safety.
We ask that all guests follow these Booking & Arrival protocols:
- Before booking and at time of CHECK-IN, please ensure that you are not experiencing any symptoms of COVID-19.
- The use of FACE MASKS are optional for all guests and staff, at this time.
- Please SANITIZE YOUR HANDS upon entering and frequently throughout your movement in the spa.
- If you are having a REGISTERED MASSAGE treatment, pre-screening for symptoms will take place by your therapist.
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, AMX or Fayez Spa gift card numbers 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.
*IMPORTANT BOOKING INFO: Not all spa services are suitable for everyone based on health, therefore in order to ensure that we are providing suitable spa services for you, at the time of booking we kindly ask that you please disclose any allergies or sensitivities, if you are pregnant/nursing and if you have any health conditions such as; recent surgery, cancer, high blood pressure are heart disease.
Cancelling or Modifying Appointments
PLEASE NOTE: Our cancellation policy is in full effect for all bookings regardless of COVID-19 circumstances.
A minimum of 72 hours notice of cancellation or change is appreciated. However, if less than 48 hours notice of cancellation or change to your appointment is given, a fee of 50% of the service price will be charged to compensate for the loss of time that was reserved. Changing the date of services within 48 hours of your booked appointment will also result in loss of deposit. 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 change, 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.
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, upon obtaining your consent prior to, Fayez Spa may email 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 email@example.com.
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 ~ firstname.lastname@example.org.
ACCESSIBILITY CUSTOMER SERVICE POLICY for Persons with a Disability
Certification Number 43526
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.
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.
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.
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.
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.
The report required to be filed pursuant to section 14 of the Act.
Any device used to assist a person in performing a particular tasks or to aid that person in activities of daily living.
Has the same definition as is provided under the Act and Human Rights Code, R.S.O. 1990, c. H.19.
- 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,
- a condition of mental impairment or a developmental disability,
- 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
- 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)]
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.
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:
Persons with a disability must be treated as valued customers as deserving of service as any other customer.
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.
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.
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.
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.
- 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.
- 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.
- Staff members will receive training on various Assistive Devices that may be used by persons with a disability while accessing our goods and services.
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.
- 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.
- 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.
- Staff members will receive training on how to interact with persons with a disability accompanied by a Service Animal.
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.
- 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.
- 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:
- That a facility or service is unavailable.
- The anticipated duration of the disruption.
- The reason for the disruption.
- 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
- A review of the purpose of the Act and requirements of the Standard.
- A review of the Policy.
- How to interact and communicate with persons with various types of disabilities.
- How to interact with persons with a disability who use an Assistive Device or require the assistance of a Service Animal or Support Person.
- 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.
- 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.
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.
Fayez Spa welcomes and appreciates feedback regarding this Policy and its implementation. Feedback can be provided in the following ways:
- In person, at 2224 Wharncliffe Road S., London, Ontario, N6P 1L1
- By telephone, at :  652-2780
- In writing to: Mr. Fayez Tamba, Owner and General Manager
- Electronically to: email@example.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.
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.
- Ask first if your customer wishes to be guided.
- 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).
- If you are guiding towards stairs:
- Let the customer know if s/he has to walk up or down;
- Approach the stairs head on, not at an angle and come to a full stop in front of the stairs;
- Lead or guide your customer to the rail side to allow him/her to take hold of it;
- Let him/her find the first step and then start to climb or descend the stairs;
- Try to be one step ahead and announce the last step.
- If you are going through a narrow doorway, passage etc., the guide goes first, after explaining the circumstances and describing the area.
- Upon entering a room, offer to describe the dimensions and the location of people and furniture.
- If the person wishes to sit, offer to guide him/her and place his/her hand on the back of the chair.
- Keep the person informed when others approach or leave.
- 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.
- 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.
- When the customer has a guide dog, offer to open the door first, before doing so. The
- 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:
- Amplification devices that boost sound for listeners who are hard-of-hearing without reducing background noise
- Hearing aids
- Oxygen tanks
- Electronic notebooks or laptop computers
- Personal data managers
- Communication boards used to communicate using symbols, words or pictures
- 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:
- Wait for and follow the person’s instructions;
- Confirm that your customer is ready to move;
- Describe what you are going to do before you do it;
- Avoid uneven ground and objects that create bumpy and unsafe ride;
- Practice consideration and safety;
- Don’t leave the person in an awkward, dangerous or undignified position such as facing a wall or in the path of opening doors.
- Do not move items or equipment, such as canes and walkers, out of your customer’s reach.
- Respect your customer’s personal space. Do not lean over them or on their assistive device.
- 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.
Available in various denominations, Fayez Spa Gift Cards must be physically 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.
For any questions or inquires relating to any one of our policies, please contact Fayez Spa
by telephone 652-2780, or by e mail at firstname.lastname@example.org