Terms & Policies

 

RESERVATION POLICIES:

Upon booking your appointment some personal details will need to be provide to reserve your appointment. Please advise us on any significant medical conditions or mobility restrictions at the time of booking so we can ensure your absolute comfort.

By confirmation your booking your are agreeing to the cancellation policy below. Please note we do not offer a refund for treatment already taken place. All treatment outcomes are unique to the individual and are subject to the individuals medical history and willingness to take on recommendations given by your practitioner.

Fees are subject to change without notice.

CHECK-IN:

Please arrive 10 minutes before the start of your appointment if you are a new client, and 5 minutes if you are a return client. This allows for smooth running of appointments so you are able to benefit the most from your time with us.

If you are running late, please call us so we can determine if your booked appointment can still go ahead. If you are running 15 or more minutes late and we have not heard from you, your appointment will automatically be cancelled and the below cancellation policy with apply.

It is always best to contact us at the earliest convenience so we can make alternate arrangements.

BOOKING DEPOSIT

  • At the time of booking we require a 50% deposit to be paid to secure your booking. This deposit will be forfeited in the event of late cancellations (less than 48 hours notice) and no shows. Booking deposits are non refundable. If you need to reschedule your booking the deposit amount will remain on your account to be used at the reschedule date.

  • In the event that a refund is required, the deposit amount will be refunded minus any processing fee charges.

CHANGES TO SERVICES BOOKED

  • Any changes to the services booked need to be made a minimum of 48 hours prior to the day of the booking.

  • In some circumstances we may not be able to alter the booking.

WEEKEND AND PUBLIC HOLIDAY SURCHARGE

  • Booking on a Saturday will incur a 10% surcharge.

  • Please note that Gift Vouchers can not be used on Public Holidays.

GROUP BOOKINGS

  • All group bookings must be paid in full at the time of booking.

  • Group Bookings require 5 days notice to change or cancel the booking. A full refund will be given if requested, minus any processing fee charges.

  • Late Cancellation/Unwell: If you cancel on the day of your booking, 100% cancellation fee applies.

CANCELLATION POLICY:

Your appointments and well-being are very important to us. We understand that sometimes, unexpected delays can occur, making schedule adjustments. If you need to cancel your appointment, we respectfully request at least 48 hours notice. We appreciate you giving notice, as it allows us to offer this time to someone else who may need or be waiting for an earlier appointment time.

Our Policy:

  • Any cancellation or reschedule made less than 48 hours in advance will result in a cancellation fee. The amount of the fee will be equal to 50% of the reserved services.

  • If you are more than 10 minutes late for your service, we may not be able to accommodate you. In this case, the same cancellation fee will apply. We will do our very best to reschedule your service for another time that is convenient to you.

  • If re-occuring late cancellation occurs, full payment for services booked may be required at the time of booking.

  • No Shows: If you do not show up to your appointment on the day of the booking we can only hold your appointment time for 10 mins. In this event a no show fee of 50% of the total treatment cost will be charged.

  • In the event of a true, unavoidable emergency, all or part of your cancellation fee may be applied to future services.

GIFT VOUCHERS:

  • Cancellations with less than 48 hours notice or the holder of the certificate failing to arrive at the appointment, will result in a cancellation fee (50%) being charged to the Gift voucher(s) or e-Gift Card(s).

  • Gift vouchers redeemed for treatments on a Saturday will also incur a 10% surcharge.

  • Gift vouchers must be redeemed by the expiry date and cannot be extended.

  • Gift vouchers may not be redeemed for cash.

  • Gift vouchers are valid for 36 months from the date of purchase, unless part of a discounted promotion.

  • Gift vouchers are not refundable

  • Gift voucher that are lost will not be replaced.

  • Price changes may occur. Please be aware there could be an extra charge.

FACILITIES:

  • Located in the busy hub of Monbulk township

  • Accessible street parking out the front of the Centre (time restrictions apply)

  • Ample parking available out the back via Helen Chandler Alley (no time restrictions)

  • Pram friendly

  • Client toilet onsite

  • Private client waiting room

  • Climate controlled treatment rooms

  • Comfortable electric massage tables

MEDICAL CONCERNS:

In preparation for treatment, please tell us about ALL of your existing medical and physical conditions, and who to contact in an emergency. It is your responsibility to complete the client intake form before participating in any treatment. For any conditions that can be affected by treatment, you may be asked to consult your doctor and obtain a written medical clearance to proceed. Please give this clearance to your Practitioner/Therapist.

The information contained will be treated as confidential and only revealed to relevant staff for your safety.

Please note that it is your responsibility to inform us of any changes in your medical or physical condition.

 
 

Code of Ethics

 All practitioners will at all times abide by the Code of Ethics to:

  • Conduct themselves at all times in a professional and ethical manner in regard to my patient’s/client’s, fellow health care professionals and general public. They should seek a good relationship and shall work in a cooperative manner with other healthcare professionals and recognise and respect their particular contribution within the healthcare team, irrespective of whether they perform from an allopathic or alternative/complementary base.

  • Confidentiality. Practitioners, their assistants and receptionist have an implicit duty to keep attendances, all information, records and views formed about patients/clients entirely confidential. No disclosure may be made to any third party, including any member of the patient’s/client’s own family, without the patient’s/client’s consent unless it is required by due process of the law, whether that be Statute, Statutory instrument, order of any court of competent jurisdiction or howsoever otherwise.

  • It is the responsibility of each practitioner to maintain complete records of each client, including details of referrals and recommendation and ensure these are store in a secure place.

  •  Ensure the highest possible standard of hygiene, quality of materials and safety of equipment used and maintain my premises in such condition as to reflect credit on the profession being practiced.

  •  Recognise that the primary obligation is towards the patient’s/client’s and at all times must practice their skills to the best of their ability for the benefit of the patient’s/client’s. The comfort and welfare of the patient’s/client’s must always have priority over any other requirements. Practitioners will only provide services within the scope and limits of their training and will undertake continuing education and increase skills and professional knowledge whenever possible.

  •  Proper moral conduct must always be paramount in practitioners’ relationships with patients/ clients. They must behave with courtesy, respect, dignity, discretion and tact. Their attitude must be competent and sympathetic, hopeful and positive, thus encouraging an uplift in

  •  Practitioners must never claim to “cure”. The possible therapeutic benefits may be described; “recovery” must never be guaranteed.

  •  Practitioners must guard against the danger that a patient/client, without previously consulting a doctor, may come for therapy for a known disorder and subsequently be found, too late, to be suffering from another serious disorder. To this end, new patients/clients must be asked what medical advice they have received. If they have not seen a doctor, they must be advised to do so. Since it is legal to refuse medical treatment, no patient/client can be forced to consult a doctor. The advice must be recorded for the practitioner’s protection.

  •  All practitioners must be adequately insured to practice. Normally this will be through their therapy association. Private insurance is permitted and if adopted, practitioners must provide evidence of this to their Association. The insurance policy must state provision for public and employee (if personnel are employed) liability and indemnity as well as the provisions for professional treatments.