Booking & Cancellation Policy

This policy explains how bookings, deposits, cancellations, no-shows, and rescheduling work at Otto’s Spa. By booking an appointment, you agree to the terms below.

1) Booking confirmation

Appointments can be booked online, via WhatsApp, or through partner agencies. Your booking is considered confirmed once we have agreed on the service, date, and time, and any required deposit has been received (when applicable).

Cancellation window At least 48 hours before your appointment time.

Deposit Yes — a deposit may be required to secure certain time slots or high-demand periods.

Tip: If you’re booking during peak hours or last-minute, we recommend confirming quickly to secure your slot.

2) Deposits & payments

Deposits help us reserve your time and prepare the experience. Deposit amounts may vary depending on the service, duration, season, or group/agency booking requirements.

Deposits are applied toward your total service cost unless otherwise stated.
Remaining balances are typically paid at the spa (or as agreed with an agency partner).

3) Cancellations & refunds

We understand plans can change. Please review the cancellation rules below:

A) Cancel 48+ hours before:

We will do our best to offer a flexible solution (reschedule or refund depending on the situation and payment method).

B) Cancel within 48 hours:

Your deposit may be non-refundable, especially if the slot cannot be re-booked.
If we manage to fill your time slot with another client, we may offer a reschedule option at our discretion.

Refund timing depends on the original payment method and may take a few business days to process.

4) No-shows

A “no-show” means the client does not arrive for the appointment and does not provide notice.

Deposit policy: the deposit may be lost if another client could have taken the reserved time slot.
We reserve the right to communicate this decision in a respectful and honest manner.

5) Late arrivals

If you arrive late, we will do our best to accommodate you. However, to respect other scheduled clients:

Your session may be shortened to end at the originally scheduled time.
If you request to reschedule due to late arrival, it may be possible with conditions (including an additional payment).

Best practice: arrive 5–10 minutes early to enjoy a smooth check-in and full service time.

6) Agency & group bookings

For travel agencies, tour operators, and group bookings, special coordination rules may apply depending on schedules, volumes, and payment arrangements. We will confirm details in writing via email or WhatsApp.

Contact

For booking questions, cancellations, or rescheduling, contact us here:

[email protected] +51 984 382 567 Machu Picchu Town, Cusco, Peru

We respond as quickly as possible during business hours.