Clinic Policy, Terms & Conditions
When booking a new appointment, you will be asked to provide your full address and credit card details to secure the booking and you will be required to pay for your appointment in advance. Please be ready 10-15 minutes early to complete any necessary forms. Your first massage appointment is a minimum 1½ hours to allow time for taking your case history plus giving you your treatment. All new bookings need to be prepaid at time of booking.
Please see our shop or online booking page for length of other appointments and current pricing. You are welcome to book online, you will then be contacted for prepayment.
current from 1 July 2014
Please note that if you cancel your appointment with less than 48 hours’ notice, or fail to show up for an appointment, you will be charged a cancellation fee of 100% of the appointment fee. No exceptions.
Notice must be received by telephone or in person only. E-mail is not acceptable.
For Saturday or Monday appointments, notice must be received by 9am the previous Thursday; for Wednesday & Thursday appointments, notice must be received by 9am Monday at the latest. For appointments the day following a public holiday, notice must be received no later than 9am on the second weekday prior (eg if the Monday is the holiday, appointment is on the Tuesday, notice must be received by 9am the previous Thursday).
We may choose to waive or reduce this fee if you have the courtesy to call as soon as possible to give a chance for someone on the waiting list to take your appointment, and if you rebook your appointment within five (5) working days and keep that appointment, however we are not obliged in any way to do so.
Please note that as per Office of Fair Trading laws, we do not give refunds just because you have changed your mind.
However, we will usually offer you a credit for the amount that you paid to use for another service, however we are not obliged in any way to do so. We do this as an offer of goodwill.
If the product or service that you paid for becomes unavailable, then you are entitled to a refund less any administration or credit card fees. This does not apply due to a time change if a similar time is available on another day.
Your account obligations
You are required to either prepay your products or service, or pay at the time of delivery of said products or service. Failure to do so will cause your account to incur an administration fee of $5 per invoice per week until payment in full is received. If your account is still unpaid after 30 days, and you have not negotiated and commenced a payment plan to pay off your account, it will be passed to the debt collector. You will be liable for all fees and charges associated with collecting debts from you. No services or products will be provided to you while you have outstanding debt. Once your account is paid in full, you may once more book services, however you must prepay in full at time of booking to secure any appointment.
If you are on a low income or tight budget and think you may need a payment plan, please arrange this at the time of booking your appointment to avoid any difficulties. Direct debit payment plans are available on application.
We don’t share your information with anyone, without your consent, unless we have reason to believe that your life or the life of a minor is in danger in which case we are obliged to provide this information to police or other emergency services. If we have due reason to suspect that a minor is in danger then we are obliged to report to the relevant authorities, to protect the child’s safety.
There are times when it is in your interest to share parts of your information with other health professionals, such as doctors or pathology services. This is because a team approach is best for some people or for some health conditions. You have control over how much information is shared, and with whom.
Websites and the internet are by nature fallible. Our online shop has all of the latest security measures, but we are not responsible for third party sites that are out of our control. We do our best to only use reputable providers.
In the unlikely event that we experience a data breach that affects you, we will contact you as soon as we become aware to let you know what has occurred and how it may affect you.
If you were unhappy with a product you were provided with, please let me know. (Please note that this does not apply simply because you change your mind about a product, or for instance decide that you do not like the flavour. In this case, I will do my best to find you an alternate product. You will still be required to pay for the new product.) I will do my best to get the product manufacturer to resolve the issue, and put you in touch with the product manufacturer directly if you wish. If you do not get a satisfactory resolution from the product manufacturer, you may contact the Office of Fair Trading to ask them to contact the product manufacturer to resolve the issue for you.
If you were unhappy with a service that I provided, please firstly let me know so that I can attempt to resolve it. My aim is to give you the best service possible, so if something has gone wrong please let me know so that I can hopefully fix it. If you are still not satisfied, you may contact my professional association, the Australian Traditional Medicine Society (ATMS) for assistance. If, after talking with me and giving me the opportunity to resolve what you were not satisfied with you were still not satisfied, and if after then contacting the ATMS you are still not satisfied, you may contact the HCCC. Hopefully your issue can be resolved before that. Please do contact me in the first instance, as it was most likely caused by a misunderstanding.