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Support FAQ

The most frequently asked questions are below.  Majority of questions can be answered simply by reviewing your signed contract which was emailed to you upon signing up.  Check your email for an email from Hollywood Tans.  Your signed receipt and membership agreement will be attached.  If you would like another copy sent again, please click the pink button to the left.

Billing Questions

What is the last day of the month to make changes to my account?

You can freeze, upgrade, downgrade, or cancel your account until the day before your draft date.  If your payment comes out on the 1st then you have until end of business on the 30th to make those changes.  Any written requests received on a weekend or after business hours will be on the next business days processing.  Do not email us at 11:50pm asking to stop billing for the next day, it will be too late. and no refunds will be given.

Billing Questions

How can I cancel my account?

  • Click on the CHAT bubble in the bottom right-hand corner of this website and use the autoted chat bot to cancel or freeze

  • Email Guest Services at hello@htsunspa.com

  • Stop into any store and sign a cancellation form

  • Mail a letter to our office

From your signed agreement which can be found in your email:

If the Customer wishes to cancel their services, they must do so IN-WRITING by signing a cancellation form in person at the Salon before their next draft date OR sending an email, text message, or chatting with our online chatbot. Salons are open 7- days a week.  We accept cancellation requests 7 days a week. If the Customer fails to cancel their services by their next draft date, they will be charged for the following month's services.

 

Cancellation receipt must be requested at the store and provided to us upon request for any future billing issues. Without proof of cancellation, we are unable to date back any cancellations. The account cannot be canceled with a past-due balance!

 

 

  IF YOU DO NOT SIGN A CANCELLATION FORM THEN YOUR ACCOUNT HAS NOT BEEN CANCELLED.  WE DO NOT ASSUME WHEN OUR MEMBERS WANT TO CANCEL. YOU MUST TELL US YOU WISH TO CANCEL OUR SERVICES AND SIGN A CHANGE FORM.  PLEASE CONTACT HELLO@HTSUNSPA.COM, CALL ANY SALON, OR STOP IN FOR ANY BILLING ISSUES. 

If the Customer wishes to cancel their services, they must do so IN-WRITING by signing a cancellation form in person at the Salon before their next draft date OR sending an email, text message, or chatting with our online chatbot. Salons are open 7- days a week.  We accept cancellation requests 7 days a week. If the Customer fails to cancel their services by their next draft date, they will be charged for the following month's services.

 

Cancellation receipt must be requested at the store and provided to us upon request for any future billing issues. Without proof of cancellation, we are unable to date back any cancellations. The account cannot be canceled with a past-due balance!

 

 

  IF YOU DO NOT SIGN A CANCELLATION FORM THEN YOUR ACCOUNT HAS NOT BEEN CANCELLED.  WE DO NOT ASSUME WHEN OUR MEMBERS WANT TO CANCEL. YOU MUST TELL US YOU WISH TO CANCEL OUR SERVICES AND SIGN A CHANGE FORM.  PLEASE CONTACT HELLO@HTSUNSPA.COM, CALL ANY SALON, OR STOP IN FOR ANY BILLING ISSUES. "

Returns/Exchanges

Can I return or exchange a product that I have purchased?

Once a product leaves the store we are unable to guarantee the freshness of the product therefore it is no longer able to be re-sold and our insurance would not cover us in the event someone buys tainted lotions.  ALL PRODUCT SALES ARE FINAL.

Freezes

Freezing your account allows you to remain frozen as long as you would like, securing your current membership pricing.  During your freeze, we will only deduct a flat fee of $5.00 each month from your card on file, which will accumulate as in-store credit to be used toward lotions, upgrades, or other services/product purchases.  In store account money is non-refundable.

How can I put my account on freeze?

  1. Email Guest Services at Hello@htsunspa

  2. Stop into a salon and sign the freeze form

  3. Use the chat bubble on the bottom right hand corner of this website

Will I have to pay a start-up fee when I reactivate my frozen membership?

  1. No, there is no enrollment fee to unfreeze your account.  Your account will be reactivated based upon the prorated reactivation price, determined by your membership level and reactivation day.  Your monthly payment will continue drafting from your account on your set draft day.

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