Our Policies
Clear Guidelines for a Seamless Experience.
Ensuring a Seamless Experience
Appointment Timing & Arrival
Late Appointment Arrivals
If you anticipate being late, please notify us as soon as possible by calling (502) 690-6029 during business hours.
- Appointments delayed less than 15 minutes can often still be accommodated
- Arrivals more than 15 minutes late may need to be rescheduled to ensure quality care for all guests
No-Show & Cancellation Policy
We strive to provide results-oriented treatments at fair prices while respecting the time of our providers and guests.
Missed appointments, late arrivals, or cancellations without proper notice limit our ability to serve others. For this reason, we ask that all guests:
- Arrive on time for scheduled appointments
- Provide at least 24 hours’ notice when canceling or rescheduling
- Understand that repeated late arrivals or missed appointments may impact future booking availability
For most appointments, a $40 reservation fee is required.
Deposits for Extended or Specialty Treatments
Some treatments require product preparation or extended provider time. A non-refundable deposit is required to schedule:
- Services totaling $625 or more
- Appointments lasting longer than one hour
- Treatments including (but not limited to): Sculptra, multiple syringes of filler, Ultherapy, CoolSculpting, or Neogen
Numbing Cream
For applicable treatments, numbing cream may be provided in advance for at-home application.
If numbing is needed on-site, please arrive 30 minutes early to avoid delaying your appointment.
Consultation Policy
A $40 reservation fee is required to schedule consultations.
- The fee is credited toward services or products if you attend
- The fee is refunded when the consultation is completed
- The fee becomes non-refundable if you cancel without 24 hours’ notice or fail to attend
Children & Guests
Due to insurance regulations, children under 12 years old are not permitted in the spa unless they are receiving services.
Refund & Return Policy
Our return policy is valid for 30 days from the date of purchase.
Eligible Returns
- Skincare products must be substantially unused
- Products must be in their original container
- Receipt or proof of purchase is required
Non-Refundable Items
- Gift cards
- Services already performed
- Services placed on account
- Certain health and personal care items
Returns cannot be accepted for:
- Products that are damaged or heavily used
- Items returned after 30 days
- Completed services
To process a return, please bring the item and receipt to the spa. Our customer care team will assist you.
Late or Missing Refunds
Refunds issued to credit cards or bank accounts may take several business days to process.
If you believe a refund is delayed, please contact middletown@wellabsplus.com or call 502-690-6029 and request assistance from a manager.
Exchange & Pricing Policy
- Defective or damaged products may be exchanged for the same item
- Please email middletown@wellabsplus.com with details prior to exchange
- Pricing is subject to change without notice
Gift Card Policy
- Gift cards are non-refundable
- Redeemable for services or retail products
- Valid at any Well Labs+ Medspa location
Expiration
- Standard gift cards: 12 months
- Promotional gift cards: 90 days
Gift cards may be transferred by contacting us via phone or email.
Shipping Returns
Due to shipping errors, items must be returned in person at a spa location.
If you are traveling and need to ship an item, please contact us before shipping for instructions.
Privacy & Website Use
- Name
- Email address
- Phone number
- Appointment or consultation requests
- Form submissions or inquiries
- Respond to inquiries or consultation requests
- Schedule appointments or follow up on services
- Provide customer support
- Improve our website, services, and user experience
- Send relevant communications related to your request or services
SMS/Text Messaging
Text message choices are separate. Using this website or submitting a form does not by itself authorize text messages.
If you opt in to receive text messages from Well Labs + Middletown, we collect your mobile phone number and your messaging consent to send the messages you requested. We use this information only to communicate with you about your appointments, account, and, if you opted in, promotions.
No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text messaging opt-in data and consent will not be shared with any third parties, excluding the service providers who help us deliver messages (such as our messaging platform). All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.
You can opt out at any time by replying STOP to any message.
SMS Terms
You can choose appointment reminders, confirmations and account-related text messages, promotional text messages (such as special offers, events and new services), or both from Well Labs + Middletown at the phone number provided.
Message frequency varies. Message and data rates may apply. Reply HELP for help or STOP to opt out at any time. Consent is not a condition of purchase.
For additional help, email middletown@wellabsplus.com. See our Privacy Policy.
Cookies & Tracking Technologies Our website uses cookies and similar tracking technologies to improve functionality, analyze performance, and enhance your experience. Cookies may be used to:- Remember your preferences
- Understand how visitors use our site
- Improve website performance and content
- Google Analytics to understand website traffic and user behavior
- Google Ads to help display relevant ads
- Meta (Facebook & Instagram) tracking tools to measure ad performance and improve marketing relevance
- IP address
- Browser type
- Pages visited
- Time spent on the site
- Request access to the personal information you’ve provided
- Request corrections or updates
- Request that we delete your information, subject to legal or operational requirements
- Email: middletown@wellabsplus.com
- Phone/Text: 502-690-6029
