Policies | LuzLounge Light

Fine Print Legal Lawyer Stuff BUT! Still Important!

Welcome to Lüz Lounge and thanks for choosing us as your spa squad! Our mission is simple. We strive to provide customized, quality, affordable aesthetic treatments as a part of our clients' everyday lifestyle. Why? Because we believe everyone deserves to look and feel their best. That's why we do our best to always offer the latest options for state-of the-art skin care treatments and products at do-able rates. Our medical aesthetic staff are certified and trained in numerous cosmetic treatments and are here to coach and guide you on your journey to your best self. There is nothing we love more than to cheer on our clients during this process and we're absolutely honored that you've chosen us to be a member of your spa squad!

Now here's what we need from you:

Lüz Policies and Etiquette

Anyone can sell the services and products we offer. Our goal is that client choose us simply because we offer a better experience. How do we ensure we are able to make these memorable experiences happen? We have a few basics that help us keep a nice steady zen schedule, charge reasonable rates and ultimately make it easy to book with us. Please take a moment to brief up and to help us, help you have the best experience possible.

Booking Services

We have three ways to book you fav services. You can call us (always love to chat), book online via our website and even download the Mindbody app. We love when clients use our app, simply because they have more control over their session counts, account balances and ultimately their scheduled treatment times. We do book up fast so always good to get your next session on the calendar before you leave or by the next day. Just a suggestion. When booking your service, we ask for some basic contact information as well as a valid credit card. We don't charge anything initially, but also ask if you need to move an appointment, that you give us 24 hours notice. That's simply because we have people on wait lists and regardless if you show or not, we have to pay your staff member for the time you booked. The system is designed to charge the full session, but unlike other spas, we offer an opportunity to gain that session back by simply paying the $50 late cancellation fee. That way your therapist is taken care of and ready for you to return the next time you want to re-book your service. Some call it a simple courtesy. We like to call it making good Karma.

Arrival and Appointment Preparation

New Clients - We want to get to know you and the Doc has to approve you for treatments too; so we ask you arrive at least 15-minutes prior to your regular scheduled time. This gives us plenty of time to get our ducks in a row and you a minute to grab some green tea before your sesh too!

Returning Guests - Even though we know and love you, please arrive 5 minutes prior to your appointment to allow for proper check-in and any required treatment preparation. We know, it's a drag to have to wait, but hopefully sitting next to our water fountain will give you that nice meditation moment you needed all day. Perks!

Late Arrivals - Things come up, but we ask if you're running late or are delayed please remember it's likely someone is going to be booked after you. Of course we will make every effort to accommodate your full appointment, but if the service provider isn't going to be able to offer a good service, she may ask you to reschedule. If she is able to treat, your appointment will finish at the originally scheduled end time to ensure the next client meditating to the noise of our fountain, get to experience their full treatment too. Unfortunately the schedule does not discriminate, so all treatments are checked out at full value either way.

For any laser/skin tightening treatments, we ask you arrive with clean skin in the desired treatment area. That means being free of make-up, lotion/moisturizer, deodorant and sunscreen. If you were working all day and need to freshen up, no worries. Just come few minutes early and ask for us to set up a nice towel and cleanser for you in the bathroom. If you're doing laser hair removal, simply shave the night before. That will ensure you have a bit more comfort and keep everyone on schedule. If you need help touching up a few spots shaving, no worries. Our nurses have razors and can help you; however, please note a $10 shaving fee may apply.

Cancellations and Missed Appointments

Guys like everything you could possibly need to run a small country is literally available as an app for your smart phone if the pre-installed calendar doesn't do it for you. It is your responsibility to keep track of your appointments, so please be nice to the front desk girl when she reminds you of our cancellation policy if you miss a session. We like her and we want her to stay. Nonetheless, we will make an effort to email/text reminders just in case you were busy saving a small kitten and your appointment time escaped you completely. If you do end up missing your appointment time, no big. You can always get it back by paying the $50 late cancellation fee. This covers your therapist's time and keeps her happy because we like her too. If you do need to cancel, just give us 24-hours notice by emailing or leaving us a voice mail. That gives us a shot at filling the space with like the bazillion people waiting for it. All about a win-win for everyone, not to mention good karma.

Refunds and Exchanges

Your happiness is everything, so before you ask for a refund, please contact our Manager to help process your return request faster or hopefully turn your experience around to a more positive one.

Patty Rappa, General Manager.

(310) 401-9001 x-3 E-mail: patty@luzlounge.com

Products: If you are not happy with your product purchase we are happy to offer a full refund or exchange within 15 days of purchase, minus any shipping costs.

All services purchased on promo or discount rates are final. They may be exchanged for other spa or medical services of equal or lesser value. Exchanges on packages of treatments will be prorated back to a-la-carte rates and balances will be credited to your account accordingly. Groupon or other services purchased through third party vendors are limited to 1 per guest and are non-refundable if they have been started and vouchers have been redeemed. Voucher specific services must be followed in accordance to the details of the voucher or simply not used at all. Unused vouchers are refundable via the third party it was purchased through. Any un-used service or service package purchased at full retail rate or menu rate is 100% refundable within 30-days of purchase.

Provider Request

Everyone always has a favorite and we do our best to schedule you with yours. For laser hair removal, it's a lot of hours of being hunched over patients zapping, so we make our nurses' shifts short and sweet. That way your treatments will always be on point and you won't ever encounter a grouchy nurse. That also means we have to staff a large variety of laser nurses and you may not always get the same person. The good news is all our medical staff and aesthetics team are all trained and certified. They also make excellent notes in your chart, so no matter who does your treatment it will be great! In regards to more specialized services such as skin repair, tattoo removal, injections and body contour, we know trust and relationship are important. We have a bit more flexibility there, so we will always do our best to to fulfill your request for your favorite team member. Of course not able to make any guarantees due to illness, vacations, and unforeseen schedule changes because we are not God. If you still desire your preferred practitioner, you may reschedule but your appointment will be classified as a same day cancellation subject to the cancellation policy and fee. No one will judge you, we promise.

One last thing: We love having you as a patient, but because we do get an occasional crazy, we do reserve the right to refuse service at any time, to anyone, for any reason. Keeps us sane while we're shooting lasers and poking people with needles. Kind of a must.

Pricing and Promotion

We are committed to continuously expanding our services to ensure we bring you the latest and greatest technology. Although we make every effort to keep our website and spa menu updated accordingly, please note that prices, services, and products are subject to change at any time without notice. Special offers and discounts may not be combined and vouchers purchased from 3rd party vendors (Groupon, etc) are limited to 1 per client. When presented with more than one discount opportunity, we will automatically give patients the discount of greater value at the time of purchase.

Payment and Gratuity

Lüz Lounge reserves the right to modify, discontinue or raise prices on any products or services without prior notification. Gratuity is not included in pricing, but is always appreciated. Please feel free to extend a gratuity as a result of your spa experience. Gratuities may be given directly to the treatment provider or front desk and are accepted in the form of cash or credit card.

Lüz Lounge respects your privacy and is committed to protecting and securely managing all of the personal information that you choose to share with us. During your online visit or when scheduling an appointment, you may be required to share personally identifiable information, such as your first and last name, physical address, telephone number, e-mail address and credit card to hold your appointment. Lüz Lounge collects this information in order to facilitate the delivery of services and/or the completion of an order. We will not sell, share, or rent your personally identifiable information to third parties in ways different from what is disclosed in this statement. At your initial appointment, a photo will be taken for our medical records identification system per protocol established by our doctors. Clients that refuse a chart identification photo will not be able to receive treatment. During follow up treatments, our medical staff will take before photos to document your progress. We will not share or post these photos wi. without your expressed permission.

Children and Pets

When deemed appropriate, we do provide services to minors. This is offered on a case by case basis and requires a parent or legal guardian to be present at the 1st appointment and/or consultation to provide written consent.

Unfortunately we do not have protective eye wear for small children or pets and our front desk staff is not able to care for them due to distractions with phones and tending to other clients. Therefore, if you're coming in for laser hair removal and arrive with small children or pets, we will most likely not be able to take you back for treatment. Children are permitted by special appointment only and for the safety of your child/children, pets and consideration for our other clients, this policy is strictly enforced. We are a medical facility and do not permit pets into the clinic, per medical board requirements. However, service animals will be permitted in all areas where guests are allowed as required by law.

THIS NOTICE DESCRIBES HOW MEDICAL INFORMATION ABOUT YOU MAY BE USED AND DISCLOSED AND HOW YOU CAN GET ACCESS TO THIS INFORMATION. PLEASE REVIEW IT CAREFULLY.

Purpose: The following privacy policy is to ensure that our medical team complies with requirements of the Health Insurance Portability & Accountability Act of 1996 (HIPPA) as well as California privacy protection laws and regulations. Protection of patient privacy is of paramount importance to LL. Violations of any of these provisions knowingly or unknowingly will result in disciplinary action including termination of employment and possible referral for criminal prosecution.

Notice of Privacy Practices
This Notice of Privacy Policy will be provided to patients at their first encounter and all uses and disclosures of protected health information (PHI) will be accord with LL notice of privacy practices.

Assigning Privacy and Security Responsibilities
Specific individuals at LL are assigned the responsibility of implementing and maintaining the HIPAA Privacy and Security Rules’ requirements.

Deceased Individuals LL privacy protections extend to information concerning deceased individuals.

Minimum Necessary Use and Disclosure of Protected Health Information - LL will ensure that for all routine and recurring uses and disclosures of PHI (except for uses or disclosures made for treatment purposes; to or as authorized by the patient; or as required by law for HIPAA compliance) such uses and disclosures of PHI must be limited to the minimum amount of information needed to accomplish the purpose of disclosure.

Safeguards
Appropriate safeguards will be in place at LL to reasonably protect health information from any intentional or unintentional use or disclosure that is in violation of the HIPAA Privacy Rule. These safeguards include physical protection of premises and PHI, technical protection of PHI maintained electronically and administrative protection of PHI. These safeguards will extend to the oral communication of PHI and to PHI removed from LL.

Business Associates

LL will ensure business associates comply with the HIPAA Privacy Rules to the same extent as LL, and that they be contractually bound to protect health information to the same degree as set forth in this policy. Business associates permitted to receive PHI include, for example LL billing service, patients’ health insurers, and other healthcare providers with whom we consult and coordinate patients’ care or to whom we refer patients for specialized care.

LL will ensure that all employees are trained on the policies and procedures governing protected health information and how LLcomplies with the HIPAA Privacy. New employees will receive training within a reasonable time of employment.

Sanctions
LL will ensure that sanctions will be in effect for any member of the workforce who intentionally or unintentionally violates any of these policies or any procedures related to the fulfillment of these policies. Such sanctions will be recorded in the individual’s personnel file.

Retention of Records LL will adhere to the HIPAA Privacy records retention requirement of six years. All records designated by HIPAA in this retention requirement will be maintained in a manner that allows for access within a reasonable period of time. This records retention time requirement may be extended at LL’s discretion to meet with other governmental regulations or those requirements imposed by our professional liability carrier.

LL will investigate and resolve all complaints relating to the protection of health in a timely fashion. All complaints will be directed to Practice , who is duly authorized to investigate complaints and implement resolutions.

Prohibited Activities-No Retaliation or Intimidation
No employee or contractor of LL may engage in any intimidating or retaliatory acts against persons who file complaints or otherwise exercise their rights under HIPAA regulations. No employee or contractor may condition treatment or payment on the provision of an authorization to disclose protected health information.

Cooperation with Privacy Oversight Authorities
LL will ensure that oversight agencies such as the Office for Civil Rights of the Department of Health and Human Services will receive cooperation in any investigation relative to protection of health information within LL. All personnel will cooperate fully with all privacy reviews and investigations.

Investigation and Enforcement
In addition to cooperation with Privacy Oversight Authorities, LL will follow procedures to ensure that investigations are supported internally and staff of LL will not be retaliated against for cooperation with any authority. It is our policy to attempt to resolve all investigations and avoid any penalty phase if at all possible.

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REFUND POLICY

Your happiness matters to us, so before you ask for a refund, please contact our Manager to help process your return request faster or hopefully turn your experience around to a more positive one.

Manager: Patty Rappa, General Manager.

(310) 401-9001 x-3 E-mail: patty@luzlounge.com

If you are not happy with your product purchase we are happy to offer a full refund or exchange within 15 days of purchase, minus any shipping costs.

All services purchased on promo or discount rates are final. They may be exchanged for other spa or medical services of equal or lesser value. Exchanges on packages of treatments will be prorated back to a-la-carte rates and balances will be credited to your account accordingly. Groupon or other services purchased through third party vendors are non-refundable if they have been started and vouchers have been redeemed. Voucher specific services must be followed in accordance to the details of the voucher or simply not used at all. Unused vouchers are refundable via the third party it was purchased through. Any un-used service or service package purchased at full retail rate or menu rate is 100% refundable within 30-days of purchase.

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