Spa Receptionist Guide: Gift Voucher Terms and Conditions Template

What should spa gift voucher terms and conditions include?

Guests buy spa vouchers as gifts, so the person holding the voucher often never saw the terms at the till. Clear terms printed on or with the voucher save your desk from awkward calls later. Cover these points:

• What it covers. A money value (for example, a voucher worth 100 in your currency) or a named treatment or package (for example, a 60-minute massage or a spa day for two).
• Expiry. The expiry date, or a clear statement that the voucher doesn't expire.
• Booking and redemption. How to book (phone, online, in person), that the voucher code must be given when booking, and that bookings depend on availability.
• Transfers. Whether the holder can give the voucher to someone else.
• Refunds and cash. Whether the voucher can be refunded or exchanged for cash, and what happens to any unused balance.
• No-shows and late cancellations. How your cancellation policy applies to voucher bookings.
• Price changes. For treatment vouchers, whether the voucher still covers the treatment if your price goes up.
• Lost or stolen vouchers. Whether you can reissue them and what proof you need.
• Locations. For spa groups, which spas accept the voucher.
• Fees. Any fees, stated clearly, and only where your local rules allow them.

Spa gift voucher terms and conditions template

Adapt the wording below to your spa. Replace everything in square brackets, delete what doesn't apply and check the result against your local rules.

1. The voucher. This voucher is issued by [spa name] and can be used for [the value shown / the treatment or package named on the voucher] at [spa name or list of locations].
2. Validity. This voucher is valid until [expiry date] / for [period] from the date of issue, which is [issue date] / does not expire.
3. Booking. Book by calling [phone number], online at [booking page] or at reception. Please quote your voucher code when you book. Bookings are subject to availability.
4. Using the voucher. Please bring your voucher or have your voucher code ready when you arrive. [Money vouchers: any unused balance stays on the voucher until it expires.]
5. Treatment vouchers. If the price of the named treatment changes, your voucher still covers [that treatment / the original value, and you pay any difference].
6. Transfers. This voucher [can / cannot] be passed to another person.
7. Refunds and cash. This voucher [can / cannot] be exchanged for cash or refunded, except where the law says otherwise.
8. Cancellations and no-shows. Please give [number] hours' notice to move or cancel a voucher booking. If you don't, [describe how your cancellation policy applies].
9. Lost vouchers. Contact us at [phone or email] with your [order number or proof of purchase] and we will [reissue the voucher / check what we can do].
10. Fees. [No fees apply to this voucher. / Describe any fee, if your local rules allow it.]
11. Your rights. These terms don't affect your statutory rights.

For the calls these vouchers create, see how spas handle phone bookings for couples packages and gift vouchers.

How long do spa vouchers have to last in the US, UK, Australia and Canada?

Expiry and fee rules are set by each country, and in the US and Canada also by states and provinces. Here is a short summary of the main rules, with links to the official sources (checked 9 November 2026):

• United States. Under the federal gift card rule (12 CFR 1005.20), the funds on a gift certificate or store gift card generally can't expire within five years of when it was issued or last loaded, and the expiry date must be shown on the card. Dormancy, inactivity or service fees are only allowed after a year with no activity, at most once a month, and must be disclosed on the card. The federal rule doesn't cover vouchers issued in paper form only, and many states have their own, sometimes stricter, rules.
• United Kingdom. There is no legal minimum validity period for gift vouchers. The government has said it encourages businesses to use expiry dates of at least two years and to be transparent about terms, and consumers can challenge unfair terms.
• Australia. According to the ACCC, most gift cards bought on or after 1 November 2019 must be redeemable for at least three years, must show the expiry date (or say there isn't one), and can't carry post-supply fees. There are exceptions, including cards supplied at a genuine discount; the ACCC's own example is a $60 card for a massage valued at $100.
• Canada. Gift card rules are set by each province. In Ontario, for example, the Consumer Protection Act bans expiry dates on most gift cards and most fees, but a gift card for one specific service, such as a massage at a spa, may have an expiry date. Check your own province's rules.

If your spa sells both money vouchers and treatment vouchers, the rules can differ between them, so write separate terms for each.

How should your spa desk handle voucher calls?

Voucher calls peak around holidays and birthdays, and they tend to arrive when therapists are in treatment rooms and the desk is busy. A simple routine helps:

• Ask for the voucher code first. It tells you what the voucher covers and when it expires.
• Confirm what's included. Treatment, length, any extras, and whether it's for one or two guests.
• Explain your terms in plain words. Especially cancellations and what happens to any balance.
• Book while the guest is on the line. Voucher holders who are told to call back often don't.
• Sell the next voucher. Callers asking about vouchers are often ready to buy one.

For more on the gift season, see holiday gift card sales for salons and spas.

How CallPad helps spas with voucher calls

CallPad is an AI receptionist for spas, salons, med spas and clinics in the US, UK, Australia and Canada. For voucher calls and every other call, it:

• answers every call 24/7, including evenings, weekends and busy gift seasons, without adding staff hours
• answers questions about your vouchers, packages, prices and policies from the information you give it
• sells gift cards and takes deposits or payments on the call
• books, moves and cancels treatments in real time with the therapist the guest asks for, on the booking systems it works with
• sends missed-call text-backs, so callers who hang up still hear from you
• handles several calls at once and screens out spam calls
• replies to texts sent to your number, and answers WhatsApp and email (Instagram, Messenger and TikTok coming soon)
• transfers the call to your team when a voucher needs checking or a guest wants a person

CallPad books in real time into Zenoti, Vagaro, Meevo, Cliniko, Mindbody, Booker, Square, GlossGenius, Setmore, Zoho Bookings, SalonIQ, Salon Manager, Shortcuts, Simple Salon and Google Calendar. Phorest works when the spa gets its own API key from Phorest, and any other system works where the spa provides its own open API key. Using Trybe? Contact us about the CallPad Trybe integration. See AI receptionist for spas for the wider guide.

How much does CallPad cost for a spa?

CallPad starts from US$150 per month per location in the US, £100 in the UK, A$200 in Australia and C$190 in Canada (as of 24 October 2026). It's a flat rate with all minutes included. Pricing for salon and spa groups is custom. Setup takes about 10 minutes.

Selling vouchers across several spas?

If your vouchers work at more than one location, say which spas accept them in your terms. CallPad answers for every location from one setup and books each guest into the right spa's calendar, at the same flat price per location. See CallPad for salon groups and multi-location spas.

Related guides

• Spa phone bookings: couples packages and gift vouchers
• Holiday gift card sales for salons and spas
• AI receptionist for hotel spas
• Day spa missed calls and lost bookings

Frequently asked questions

What should spa voucher terms and conditions include?

At minimum: what the voucher covers (a money value or a named treatment), the expiry date or a statement that it doesn't expire, how to book and redeem it, whether it can be transferred, refunded or exchanged for cash, what happens with no-shows and late cancellations, how lost vouchers are handled, and which locations accept it.

How long should a spa gift voucher be valid for?

It depends on where you trade. In the US, federal rules say gift card funds generally can't expire within five years. In Australia, most gift cards sold since 1 November 2019 must last at least three years. Ontario bans expiry dates on most gift cards. The UK has no legal minimum, but the government encourages at least two years. Check your local rules.

Can a spa voucher be transferred to someone else?

Many spas let the voucher holder pass it on, because vouchers are bought as gifts. Whatever you decide, say it clearly in your terms so the person who receives it knows where they stand.

What happens if a guest with a voucher doesn't turn up?

Set this out in your terms and apply your normal cancellation policy consistently. Some markets limit fees on gift cards (for example, Australia bans post-supply fees on most gift cards), so check your local rules before deducting anything from a voucher.

Can guests book a spa voucher treatment by phone?

Yes, if your terms allow it. Ask for the voucher code or number when the guest books and confirm what the voucher covers. An AI receptionist like CallPad can answer voucher questions from your own policy 24/7, book the treatment and transfer the call to your team when a voucher needs checking.

Can CallPad sell spa gift vouchers over the phone?

Yes. CallPad sells gift cards and takes payment on the call, and answers questions about your vouchers and packages from the information you give it.

Does CallPad work with Trybe?

Using Trybe? Contact us about the CallPad Trybe integration.

Talk to CallPad

Every unanswered voucher call is a gift sale or a booking that might not happen. CallPad answers every call 24/7, explains your voucher terms, sells gift cards, books treatments in real time and hands guests to your team when they need a person. Talk to CallPad about your spa, or hear CallPad answer a booking call. Running several spas? See CallPad for salon groups.