Frequently Asked Questions

Got questions? Maybe your answers are here.

Click to expand each topic.


Sharing Content

Copyrights

All content on this website, including online study classes, ebooks, worksheets, video tutorials, and images is protected by copyright. I know you’re probably excited about the material and want to share it with all your friends. But please respect all the time and energy I’ve put into it, and refer them to my online store instead!


Repackaging & Reselling Content

Repackaging and reselling content provided for sale or for free, including but not limited to courses, ebooks, the Free Toolkit materials, social media images, done-for-you blog articles, and all other content provided on this site is expressly prohibited. Adaptation, modification and reuse for your own business purposes is absolutely permitted and encouraged for any materials purchased by you or received as a giveaway by you. However, reselling Gael Wood content, whether in its original form or modified by you, is not permitted without express written permission by Gael. Please contact Gael with questions gael@gaelwood.com.


Account Registration

Do I need to register for an account?

You only need to register for an account if you are signing up for a membership. This will allow you to access the restricted content you have purchased. Registration may be completed at checkout by entering a user name and password before proceeding to PayPal. You will receive an email confirming your registration.

You may also sign up for an account if you wish the site to remember your personal information and purchase history, so you can access downloads and purchase receipts in the future.

You do not need to sign up for an account to purchase ebooks, bundles, sign up for the mailing list, or to access free content on the site.


I signed up for the newsletter but cannot login to the website. Can you help?

Signing up for the newsletter does not automatically sign you up for a password-protected user account on gaelwood.com. User accounts are only needed to access premium course and membership content, and you will be able to create a secure account when you purchase one of those products. The newsletter is handled by an off-site mail service and does not require a password.

If you signed up for the Free Toolkit when you signed up for the newsletter, you will receive an email with the password to access the Toolkit page.


Login Issues

I have purchased a membership. How do I login to access my content?

Login now on every page by clicking the Login drop-down in the header at the top of the site!

Members may navigate directly to their Member page through the Members menu in the header. If you are not currently logged in, you will be prompted to login, and granted access according to the membership plan you have joined.

Members may also login and acces their content through their Account Dashboard.


I have lost my password. What do I do?

In the Login drop-down at the top of the site or on the Account login page, click the link that says “Lost your password?” Enter your email address, and a link will be emailed to you to reset your password. Be sure to check your spam folder if you don’t see the password reset email in your inbox.


Payments

What type of payments do you accept?

We accept payment via credit card or PayPal for one-time purchases and subscriptions. We use the secure Stripe payment gateway to process credit card transactions at checkout without directing the customer off-site. Accepted credit cards include Visa, MasterCard, American Express, JCB, Discover, and Diners Club. You may choose the save your credit card information for future purchases. If you choose to save your credit card information for future use, the card number will be stored on Stripe’s highly encrypted servers servers, not on the gaelwood.com website.

You may also use your PayPal account to pay with a credit card or PayPal funds. To make a PayPal payment, you will be directed to the PayPal site then returned to gaelwood.com to retrieve your order confirmation.

Note that you must be logged in to our site to purchase a recurring subscription. Our system will not accept guest checkout for subscription products.


How are recurring membership payments processed?

All membership payments are made with a credit card or PayPal as auto-recurring subscriptions at the interval specified in the membership plan. For example, if you sign up for an annual plan on September 1, the next recurring payment will be charged to your credit card or PayPal account on September 1 of the following year. If you sign up for a monthly plan on October 15, your next recurring payment will be charged to your credit card or PayPal account on November 15. Be sure to keep your payment information up-to-date to ensure continuity of member access.

For PayPal payments, future recurring payments will be charged to the billing method set during PayPal checkout (eg, PayPal balance, PayPal Credit, bank account linked to PayPal, credit card linked to PayPal, etc).


How do I change my subscription payment method?

You can change a subscription’s associated payment method in the Account Dashboard. You may update an existing credit card, add a new credit card, switch between a credit card and your PayPal account, or change your PayPal’s account’s default payment method.

To change your payment method, visit your Account Dashboard and navigate to the active Subscription. Click [View], then click the [Change Payment] button. This will direct you to the Change Payment Method screen where you can select or enter a new payment method. See screenshots for detailed instructions.

If you select PayPal for the updated payment method, you will be redirected to paypal.com where you can opt to keep or change the payment method associated with PayPal for your subscription. See below for details.


How do I change the payment method associated with my PayPal account?

You can change the associated payment method in your PayPal account at any time. This can either be initiated in your PayPal account (see instructions) or in your Massage and Spa Success Account settings. To make changes through your Account on our website, vist your Account Dashboard and navigate to the active Subscription. Click [View], then click the [Change Payment] button.

This will take you to PayPal where you can change the method of payment associated with the subscription. In PayPal, click Change > and a list of payment sources will be displayed for you to choose from. You must have already set up the method of payment you want to use in your PayPal account for this to work and could involve going through the process to authorize a card or account with PayPal. Read more here about linking a card to your PayPal account.


My subscription payment failed to process. Now my membership is suspended. What do I do?

This is usually because of outdated credit card information or insufficient funds in your PayPal account. To continue your membership and access to the member forum and all classes, update your credit card information or add funds to your PayPal account. Our system will automatically attempt to reprocess your payment up to five times over the next seven days. You will receive notifications with each attempt. Upon the last failed attempt, you will receive an email with a payment link to keep your subscription active.

You may also make the payment manually in your Massage and Spa Success Account Dashboard. Navigate to the Subscriptions tab and [View] the subscription in question – it should show a Pending status if the failed payment occurred recently. Under Recent Orders listed at the bottom of the subscription detail pane, you should see the failed order showing Pending Payment. Click [Pay] and you will be taken to checkout to complete the payment.

For membership subscriptions that have remained unpaid long enough to enter a cancelled status, you may Resubscribe in the Subscriptions tab by clicking the [Resubscribe] button next to your Subscription. This will allow you to keep the original subscription price in the event the price has increased since your subscription lapsed.


How do I add a credit card or change my default payment method?

You can update your payment methods in the “Payment Methods” tab of the Account Dashboard. Here you can add or delete a credit card or change your default credit card. To update the expiration date or security code of an existing card, delete it and re-add it using the “add payment method” button.

Important:  these settings apply to the saved credit cards that show up at checkout for new purchases. They do not affect the payment methods associated with existing subscriptions. To change the payment method for a subscription, follow the steps detailed above in the FAQ question “How do I change my subscription payment method?”


Is my payment information secure?

Yes! We offer a choice of Stripe or PayPal payment gateways for all transactions. Stripe transactions collect your credit card information on our site and transmit it securely to the Stripe servers via our encrypted SSL certificate. If you choose to save your credit card information for future use, the card number will be stored on Stripe’s highly encrypted servers servers, not on the gaelwood.com website.

For PayPal payments, you will be directed to paypal.com, where PayPal will collect your payment details on their website using advanced encryption technology to keep your personal information safe. It is one of the safest online payment technologies around. When when paying by PayPal, none of your payment information is collected by, or stored on, the gaelwood.com website.

For more information about our payment gateway security standards, please visit Stripe or PayPal.


Membership

How do I sign up for a membership?

You can sign up for a Massage and Spa Success Membership on our membership page. From there you will be taken to the online shop where you can add the membership to your shopping cart and check out using either PayPal or any major debit or credit card (see Payments topic above for more details). Immediately after purchasing your membership you can log in anytime to access all of your classes, ebooks, and downloads. Discussion will take place on our members-only Facebook page.

Content Club members can sign up in our Online Store.


How do I access my membership content?

All member content is found on the Member page associated with your membership. You can access these pages through the Access Your Content link in the footer or the Members menu in the header. If you are not logged in when you open your member page, you will be prompted to do so. You will be granted access according to the membership plan you have joined.

You can also find links to your content in your user account under My Memberships in the Account Dashboard.


What is Silver, Gold, and Platinum?

The Silver, Gold, and Platinum three-tier membership system has been phased out. The Massage and Spa Success Biz Academy now includes by default what was included in the Gold plan. Members who signed up while the tiered system was in effect will continue to see their renewal subscription payments processed for those plans. Members who signed up prior to the introduction of the tiered system are by default Silver members. In order to avoid too much confusion over the change (we know: it was 3 times in a year! that’s a lot), we kept the Silver, Gold, and Platinum designations for the member content pages. Content Club members who upgrade to the Biz Academy will access their Biz Academy content through the Silver member page.


How are recurring membership payments processed?

All membership payments are made with a credit card or PayPal as auto-recurring subscriptions at the interval specified in the membership plan. For example, if you sign up for an annual plan on September 1, the next recurring payment will be charged to your credit card or PayPal account on September 1 of the following year. If you sign up for a monthly plan on October 15, your next recurring payment will be charged to your credit card or PayPal account on November 15. Be sure to keep your payment information up-to-date to ensure continuity of member access.

For PayPal payments, future recurring payments will be charged to the billing method set during PayPal checkout (eg, PayPal balance, PayPal Credit, bank account linked to PayPal, credit card linked to PayPal, etc).

For more information on how to change the payment method associated with your PayPal acocunt for your subscription, how the credit card payment gateway qorks, and more, see the Payments topic above.


How long does membership last?

Massage and Spa Success Biz Academy membership lasts for one (1) year. At the end of one full year of active membership, your membership will terminate automatically. You will receive a reminder notice close to the end of your membership period with a link to renew your membership should you wish. See below.

Can I extend my membership beyond the first year, and is there a discount for the second year?

Yes, we offer a discount on your second year of membership. You will receive a reminder notice close to the end of your first year of membership with a link to this offer. To take advantage of this offer, you will follow that link and purchase the monthly or yearly option. Don’t cancel your existing membership first, as this product is only available to active members. Afterward, you can then cancel your original membership or allow it to expire.

Note: The system may still send you an email alerting you that your subscription has expired. This is related to your original subscription. You can test to be sure that your membership is active my browsing any of your member pages.

If my membership is cancelled, can I renew it later?

Yes. To Resubscribe, navigate to your Account page by finding My Account in the Members and Shop menus at the top of the site, in the footer at the bottom of every page, or by navigating directly to https://gaelwood.com/my-account/. Navigate to the Subscriptions tab, find your membership subscription and click [View]. Find the [Resubscribe] button and click it. You will be taken to PayPal to confirm your payment.


Can I cancel my membership?

You may cancel your membership from your Account page, Subscriptions tab. Memberships cancelled prior to the end of the billing cycle are not pro-rated, and Facebook group membership will end immediately. However, you will continue to have access to your member content until the end of the billing cycle. No CEU certificates will be awarded after a membership is cancelled. For questions about refunds, see the Refunds topic in this FAQ.

Email support@gaelwood.com


Memberships vs. Subscriptions vs. Orders

What’s the difference between a Subscription, a Membership, and an Order?

All three of these are involved in a paid membership on Gael Wood Massage and Spa Success, and they each have different roles and functions.

The Subscription is the payment agreement and billing mechanism by which you gain access to Membership and all its benefits. Think of this as the gatekeeper. Subscriptions are set up to recur monthly or as a one-time yearly payment and managed by the payment gateway associated with your subscription (PayPal or Stripe for straight credit/debit cards).

Membership grants access to the courses, webinars, e-books, and discussion groups associated with the membership you have joined. This access is activated by your subscription and managed through your Massage and Spa Success account. You can think of the membership as the gateway. When you log in with the user name and password you used when you purchased your membership, you will automatically have access to all the member content pages associated with your membership–as long as your subscription is current. If, for some reason, your renewal subscription payment fails to process, your membership will be suspended until you complete the renewal payment.

The Order is the actual monetary transaction for each recurring subscription payment. Your active membership subscription will have multiple Orders associated with it equivalent to the number of months (for those on monthly payment plans) or years you have been a member. Think of this as the toll fee paid to the gatekeeper to open the gateway to your member area.


My subscription payment failed to process. Now my membership is suspended. What do I do?

This is usually because of outdated credit card information or insufficient funds in your PayPal account. To continue your membership and access to the member forum and all classes, update your credit card information or add funds to your PayPal account. Our system will automatically attempt to reprocess your payment up to five times over the next seven days. You will receive notifications with each attempt. Upon the last failed attempt, you will receive an email with a payment link to keep your subscription active.

You may also make the payment manually in your Massage and Spa Success Account Dashboard. Navigate to the Subscriptions tab and [View] the subscription in question – it should show a Pending status if the failed payment occurred recently. Under Recent Orders listed at the bottom of the subscription detail pane, you should see the failed order showing Pending Payment. Click [Pay] and you will be taken to PayPal to complete the payment.

For membership subscriptions that have remained unpaid long enough to enter a cancelled status, you may Resubscribe in the Subscriptions tab by clicking the [Resubscribe] button next to your Subscription. This will allow you to keep the original subscription price in the event the price has increased since your subscription lapsed.


Refunds

What is your refund policy?

Your satisfaction with the Massage and Spa Success Business Academy is important to me. Yet, because of the extensive time, effort, preparation, and care that goes into creating and providing this service to you, and to which you gain immediate access to save and download all content, there is no refund policy for memberships. By subscribing to membership, the following Terms & Conditions apply:


The Massage and Spa Success Business Academy Monthly Subscription

Unless otherwise provided by law, no refunds will be provided at any time. However, subscriptions may be cancelled and no further charges will occur.

Memberships cancelled prior to the end of the billing cycle are not pro-rated, and Facebook group membership will end immediately. However, you will continue to have access to  your member content until the end of the billing cycle. No CEU certificates will be awarded after a membership is cancelled.

Monthly Subscription Payments recur at monthly or yearly intervals from the time you sign up. Be sure to keep your PayPal account active to ensure continuity of service.


The Massage and Spa Success Business Academy Yearly Subscription

Unless otherwise provided by law, no refunds will be provided at any time.


The Marketing Content Club Monthly Subscriptions

Unless otherwise provided by law, no refunds will be provided at any time. However, subscriptions may be cancelled and no further charges will occur.

Memberships cancelled prior to the end of the billing cycle are not pro-rated, and Facebook group membership will end immediately. However, you will continue to have access to your member content until the end of the billing cycle.

Monthly Subscription Payments recur at monthly or yearly intervals from the time you sign up. Be sure to keep your PayPal account active to ensure continuity of service.


The Marketing Content Club All Access Packages

Unless otherwise provided by law, no refunds will be provided at any time.


Courses

How do I purchase courses?

As of April 2016, all courses are offered through the Massage and Spa Success Biz Academy membership. For those who do not wish to purchase the full membership, we will periodically offer individual courses through limited memberships with a one-time payment. Please check our shop regularly for these limited-time offers.


I purchased a course in the past. How do I access it?

If you have an active Massage and Spa Success Membership, you can access your course content from your member page in the Member Area menu at the top of the site

Non-members who have purchased individual courses can find a list of course memberships in your Account. Under My Memberships, click [View] next to the course you wish to access. In some cases, you will find your course content under Downloads.

If you have purchased a course and do not see it listed in your account, please email us at support@gaelwood.com and we’ll add you to the course membership or send you the course materials in pdf format.


Downloads

How do I download an ebook I have purchased?

There are three ways to access download links for purchased ebooks:

  • Order confirmation page: once your purchase is complete, you will be directed to an order confirmation page with the details of your purchase. This page will contain a download link for the file.
  • Order confirmation email: once your purchase is complete, you will receive a confirmation email at the address provided at checkout. This email contains the link to your ebook. You can keep this email and access your ebook at any time. 
  • Account page: if you have registered as a site user, you can access your downloads on your user account page, in the Downloads and Orders tabs.

How long will my downloads be available?

We currently do not have a time limit set on download availability, so downloads will be available as long as the product is for sale in our shop. However, should the product be discontinued in the future it will be removed from the site, and no longer available for download. For this reason it is recommended that you download all purchases immediately and store them on your personal computer or device.

We also reserve the right to limit the time and number of downloads in the future.


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