​1. Cancellation and Rescheduling Policy

The time slot you book is reserved specifically for you. When appointments are cancelled without enough notice, we miss the opportunity to fill that time, and clients on our waiting list miss the chance to receive treatment.

• Required Notice: We respectfully request a minimum of 24 hours notice for any cancellation or request to reschedule your appointment.

• How to Cancel: Cancellations must be made by email or phone call.

 

Cancellation Fees

 

Notice Given:

More than 24 hours before appointment: Administration fee of $20, rest will be refunded.

Less than 24 hours before appointment or failing to show up without notice: 100% of the scheduled service price.

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Note on Payment: By booking an appointment, you acknowledge and agree to this policy. Applicable fees will be charged to the credit card on file or added to your next appointment invoice.

 

Exceptions for Illness/Emergency

 

We understand that sudden illness and true emergencies happen. If you must cancel due to illness, please contact us as soon as possible. We reserve the right to waive the cancellation fee on a case-by-case basis for genuine emergencies, especially for loyal clients.

 

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2. Late Arrival Policy

 

Please plan to arrive 10 to 15 minutes before your scheduled appointment time to complete any forms and begin your relaxation process.

• Shortened Session: If you arrive late, your session will still end at the scheduled time so that we do not delay the next client. You will be responsible for the full cost of the service originally booked.

• Service Refusal (Over 20 minutes): If you arrive more than 20 minutes late, we may determine there is insufficient time to provide a proper massage. In this case, your appointment will be cancelled, and the No-Show fee (100%) will apply.

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3. Refund Policy (Products and Services)

 

Your satisfaction is our priority. Our refund and remedy policy is governed by the New Zealand Consumer Guarantees Act (CGA).

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