Our Policies

Advance Booking: To ensure you secure your preferred appointment time, we recommend booking in advance.

Cancellation Notice: We kindly ask for a minimum of 24 hours’ notice for cancellations or rescheduling. This allows us to offer the spot to other clients who may be in need of treatment.

Late Cancellations & No-Shows: Appointments cancelled within 24 hours of the scheduled time, or missed entirely without notice, will incur a 100% cancellation fee. This helps us manage our schedule effectively and continue providing quality care to all clients.

Cancellation fees must be settled prior to booking future appointments. 

Late Arrivals: If you arrive late, your treatment time may be shortened to avoid impacting other clients’ appointments. While we’ll do our best to give you the full session, we cannot extend beyond the allocated time.

Exceptions for Illness or Emergencies: We understand that life happens. If you’re unwell or experiencing an emergency, please contact us as soon as possible. We’ll review each situation individually and apply discretion where appropriate.

Sending Someone in Your Place: If you can’t attend your appointment but know someone who would benefit from a massage, you’re welcome to send them in your place. In this case, the cancellation fee will be waived. Please notify us ahead of time so we can make the necessary arrangements.

Payment Methods: We accept cash, credit/debit cards, and bank transfer.

Health Fund Rebates: Remedial massage treatments may be claimable through HICAPS or private health funds. If you’re claiming through your health insurance, please bring your card to your appointment, and we’ll help you claim your rebate on the spot.

Refunds: We do not offer refunds for completed services. Refunds for pre-paid appointments are subject to approval.

Pricing: Prices are clearly listed on our website, and payment is due at the time of your appointment.

New Client Intake Form: All first-time clients must complete a health history form before treatment.

Medical Conditions: Please inform us of any medical conditions, injuries, or pregnancy before your session. This ensures we provide the safest and most effective treatment possible.

Informed Consent: Before treatment begins, we will discuss your concerns and proposed treatment approach. By proceeding with the session, you acknowledge that you understand the treatment plan and consent to receiving remedial massage therapy.

Scope of Practice: Telia Mills - Remedial Massage provides professional remedial massage therapy focused on musculoskeletal health and wellbeing. Services are therapeutic and focused on musculoskeletal health. They are not a substitute for medical diagnosis or medical treatment. For medical concerns, please consult your GP or relevant healthcare provider.

What to Wear: For assessment purposes, comfortable clothing that allows movement may be helpful.

During treatment, clients will be asked to undress to their level of comfort; however, appropriate underwear must be worn at all times. Telia Mills - Remedial Massage maintains strict professional draping standards to ensure privacy, dignity, and comfort throughout your session. Only the area being treated will be exposed at any time.

Professional Environment: Telia Mills - Remedial Massage is a professional therapeutic practice. We are committed to providing a safe, respectful, and clinically focused environment for all clients.

Inappropriate Behaviour: Any inappropriate language, behaviour, or requests outside the professional scope of remedial massage will result in immediate termination of the session. Full payment will be required, and future appointments will be declined.

Confidentiality: Client information is kept strictly confidential and stored securely in accordance with Australian privacy regulations. Information is used solely for treatment, administrative, and legal record-keeping purposes.

Your Experience Matters: If something about your experience did not meet your expectations, we encourage you to reach out. Feedback helps us continually improve our services.

Raising a Concern: If you have any concerns or complaints, please contact us via email, phone, or speak directly with your therapist.

Resolution Commitment: We are committed to addressing concerns professionally and respectfully. Where appropriate, we will work with you toward a fair and reasonable resolution.

Punctuality: We value your time and ours! Please aim to arrive on time for your appointment. If you're running late, let us know, and we’ll do our best to accommodate you without compromising the quality of your treatment.

Treatment Plans: We may recommend a series of treatments depending on your condition. If you decide to go ahead, we’ll create a personalized plan to help you reach your goals. You’re always welcome to discuss or adjust your plan at any time.