Promise Program Members: Covid-19 Closure Letter

Emailed April 2

Dear Promise Program Member,

Thank you for your kind notes and well-wishes of support- it’s been a roller coaster for all of us and we are holding on for the ride. We are working through many emails and voicemails and I appreciate your patience with the process. We are trying to respond to everyone within 48 hours of your correspondence. 

There are a number of member FAQs we’ve been collecting. Please take a moment to read these and feel free to respond to this email with an update on your Promise Program status. 

Tori

Founder

PROMISE PROGRAM FAQs

• Our system requires an expiration date on membership credits. Two weeks ago it was unfathomable that we’d be closed for 2+ months, so we picked an arbitrary date of June 1 (then July 1) for existing credits to be good through. Given the probability of a much longer closure than expected, we are honoring all current credits and those earned through the date we reopen to be good through December 2020.
• If you are able to keep your membership active we would greatly appreciate the support.  Any existing credits and future ones charged through when we open will be good through December 31, 2020.
• If you want to keep your membership but suspend payments until we open, we can do that. Any existing credits will be good through December 31, 2020. Next time you come in we will reactivate your membership. 
• If you prefer to cancel your membership, we can do so immediately and existing credits will be good through December 31. However, as a non-member, your existing $89 PP credit(s) can only be used for a Promise Program service, which is any $110 service on our menu. You will not be able to upgrade the service to a different one and other membership benefits will end.  
• Many members have asked about purchasing TOMA while we are closed. We are shipping TOMA once a week and you can use your discount with the code PP10 upon checkout. www.tomaskintherapies.com

Emailed March 17

Dear Promise Program Member, 

Trying times are upon us but we have big reasons to be hopeful, much to do with our loyal clients who we know will be there to support us. Over 13 years we have seen some pretty bleak times: a financial crisis shortly after we opened our doors in 2007, two government shut-downs, and a flood that forced our building to be closed for three months. From every event we came back stronger than before and our resilience is a true testament to the American Dream and we couldn’t have survived without fierce client loyalty. 

We know you may be thinking about what’s happening with the Promise Program and your credits.  Therefore,

• If you are able to keep your membership active we would greatly appreciate the support.  Any existing credits and those charged through April 17th will be good through July 1*.
• If you want to keep your membership active but skip your upcoming billing cycle, we can do that.  Any existing credits will be good through July 1.
• If you prefer to cancel your membership, we can do so immediately and existing credits will be good through July 1.  However, as a non-member, your existing $89 PP credit(s) can only be used for a Promise Program service, which is any $110 service on our menu. You will not be able to upgrade the service to a more expensive one and other membership benefits will end.  

*July 1 is somewhat arbitrary, but our system requires an expiration date. We will certainly be flexible and push the date forward as this national health situation evolves and we determine next steps for the business reopening.

Communicate with us here.

In wellness, 

Tori Paide

Founder