Frequently Asked Questions

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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 Member Area drop-down 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 acces their content through their Account Dashboard My Memberships area.

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.

Checkout & Payments

What type of payments do you accept?

We accept payments through PayPal. For most products, you may pay with any major credit or debit card through PayPal without a PayPal account, or you may use your PayPal account. For either payment method, you will be directed to the PayPal site to make payment, then returned to gaelwood.com to retrieve your order confirmation. For purchasing memberships with monthly or yearly automatic subscription renewal payments, you must use your PayPal account. Our system will not currently accept guest checkout for recurring subscriptions.

How do I make a payment without a PayPal account?

For non-recurring subscriptions, you can make a payment on PayPal.com using a credit or debit card. From the checkout page, you will be redirected to the PayPal website to submit payment. There you will see two options:

  • Log In: to pay with your PayPal account.
  • Pay with a Debit or Credit Card: to check out as a guest. PayPal will not store your credit card information and you will not be required to sign in or sign up for a PayPal account. *If this option is not available, it is because you have a membership product with a recurring subscription in your cart.

Is my payment information secure?

Yes! We use PayPal for all payment transactions. 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. None of your payment information is collected by, or stored on, the Massage and Spa Success website.

For more information about PayPal’s security standards, please see this article.

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

This is usually because of insufficient PayPal funds or an outdated debit card attached to your PayPal account. To continue your membership and access to the member forum and all classes, just add funds to your PayPal account or update your backup payment method. 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.

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 PayPal. You must have a PayPal account to pay for the recurring subscription. Our system will not currently accept guest checkout for recurring subscriptions. 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 quick links on the Login drop-down, the Blog sidebar, or the Member Area drop-down menu in the header. If you are not logged in, you will be prompted to do so. You will be granted access according to the memberhsip plan you have joined.

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

How are recurring membership payments processed?

All membership payments are made through 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 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 PayPal account on November 15. Be sure to keep your PayPal account up-to-date to ensure continuity of member access.

Payments will be charged to the billing method set during the PayPal checkout. You can change the associated payment method in your PayPal account at any time (for example, you can change from your credit card to your debit card). This can either be handled 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 associated accounts and cards will be displayed for you to choose from. You must have already set up the alternate method of payment you want to use in your PayPal account for this to work.

Can I cancel any time?

The Massage and Spa Success Membership is designed to be a one year program.  Yearly memberships can be cancelled at any time by emailing Gael before the renewal date. Monthly payment memberships can be cancelled after 12 payments. If you should cancel or stop paying before 12 payments are completed, you will be billed  for the remaining payments. The Massage Marketing Content Club can be cancelled at anytime. 

Email support@gaelwood.com

Memberships vs. Subscriptions vs. Orders?

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

The Subscription is the payment agreement and billing mechanism by which you gain access to Membership and all its benefits. Subscriptions are set up as recurring monthly or yearly payments and require a PayPal account to handle the payments. Our system does not currently accept guest checkout for recurring subscriptions. All of our subscriptions are set up as ongoing and perpetually renewing. This means that your account will be re-billed monthly or annually until you cancel your subscription.

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. As such, when you log in with the user name and password you used when your 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 which makes 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.

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

This is usually because of insufficient PayPal funds or an outdated debit card attached to your PayPal account. To continue your membership and access to the member forum and all classes, just add funds to your PayPal account or update your backup payment method. 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.

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.

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.

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, and accepted the Terms & Conditions, you acknowledge that you understand and accept the following conditions:


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.

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