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.

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.

What to Wear: For your comfort, we recommend wearing loose clothing or bringing a change of clothes for your session. You'll be draped appropriately at all times during the treatment.

Respectful Environment: We maintain a professional and respectful setting for all clients.

Inappropriate Behaviour: Any inappropriate behaviour will result in immediate termination of the session, and payment will still be required.

Confidentiality: Client information is kept strictly confidential and used only for treatment purposes.

Your Satisfaction Matters: If something about your experience didn’t meet your expectations, we want to know! We take all feedback seriously, as it helps us improve and provide you with the best service possible.

How to Voice a Concern: If you have any concerns or complaints, please feel free to share them with us directly via email, phone, or by speaking to your therapist.

Resolution Commitment: If there’s anything you’re not happy with, we will do our best to resolve it. Whether it’s a rebooking or a specific issue with the treatment, we want you to leave feeling fully satisfied.

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.