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Booking and Cancellation Policy

Saratoga Remedial Massage 

1. BOOKINGS

Your appointment is confirmed once booked; you’ll receive a confirmation and reminders.

We understand circumstances happen—life is life, so we consider each situation on a case by case basis.  However, when you cancel or reschedule in good time, another client who needs care can take your spot. 

 

2. RESCHEDULING AND CANCELLATIONS 

2.1 Standard notice: Please give at least 24 hours’ notice to reschedule or cancel.

2.2 Late changes: With less than 24 hours’ notice, a fee up to the full appointment value may apply.

2.3 No‑shows: Missed appointments without notice may be charged the full fee.

2.4 Emergencies: We’ll always consider genuine emergencies with fairness and may request supporting information.

2.5 Late arrivals: We’ll do our best to accommodate; however, sessions may end at the scheduled time to respect the next client. Full fees may still apply.

2.6 Fitness to attend and contraindications: Please attend only when fit for treatment and let us know about relevant health conditions, medications, recent injuries, or surgeries. We may adapt or postpone treatment for safety.

2.7 How to change or cancel: Please get in touch with me directly on 0407 565 980.  Please note that I am required to reply to confirm your message.  (ie: I could be otherwise occupied)

2.9 Changes or cancellations by SRM:

If we must reschedule or cancel (e.g., therapist illness, safety, power outage), we’ll notify you promptly and offer the soonest suitable alternative or a refund of the affected appointment fee.

 

3. PAYMENTS

3.1 Accepted payment methods: cash or card.

3.2 Card surcharge: a 1.6% card processing surcharge applies to card payments. Cash payments have no surcharge.

3.3 Transparency: any surcharge is shown before you pay and itemised on your receipt.

3.4 Receipts: if required, we can provide printed or emailed receipts at the time of payment.

3.5 Chargebacks: please contact us first to resolve any payment issue. Disputed payments may temporarily restrict future bookings while we investigate.

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Gift Voucher Policy

 

1. PURCHASING AND PAYMENT

Pay via our website payment portal (major cards) or PayPal. Access details or Gift Voucher codes are delivered by email once payment clears.

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2. EXPIRY AND DISPLAY

Gift Vouchers have a minimum 3‑year validity from purchase. The expiry date is on the card, recorded and in the delivery email if online.

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3. EXCEPTIONS EXPIRY DATE FOR PROMOS

Promotional, discounted, or event‑specific certificates may have different validity if an ACL (Australian Consumer Law) exemption applies; any differences will be clearly stated. Please refer to point 11 - further Info on Expiry Dates.

 

4. FEES

No post‑purchase/admin fees that reduce the value. Standard payment processing fees at purchase may apply. Replacement fees for reissuing a lost certificate may apply. 

 

5. REDEMPTION 

5.1 Redemption is as one whole session that is purchased as the Gift Voucher and cannot be divided into separate sessions.  Eg: 60min Massage Session = 1 x 60mins NOT divided into 2 x 30mins.

5.2 Redeem by contacting us to make a booking, phone 0407 565 980.

 

6. TRANSFERS AND SUBSTITUTIONS

Gift Vouchers are transferable unless stated otherwise on the certificate. The holder is deemed the owner.

 

7. CANCELLATIONS, RESCHEDULING, AND NO-SHOWS (as per our Bookings and Cancellation Policy)

7.1 Standard notice: Each situation is considered on a case-by-case basis. Please give at least 24 hours’ notice to reschedule or cancel.

7.2 Late changes: With less than 24 hours’ notice, rescheduling is allowed once, then the Gift Voucher will be considered redeemed if it happens again.

7.3 No‑shows: Missed appointments without notice, Gift Voucher will be considered redeemed.

7.4 Emergencies: We’ll always consider genuine emergencies with fairness and may request supporting information.

7.5 Late arrivals: We’ll do our best to accommodate; however, sessions may end at the scheduled time to respect the next client. Gift Voucher will be considered as redeemed for the timeslot booking was made for, no extra time due to time management issues.

7.6 Fitness to attend and contraindications: Please attend only when fit for treatment and let us know about relevant health conditions, medications, recent injuries, or surgeries. We may adapt or postpone treatment for safety.

7.7 How to change or cancel: Please get in touch with me directly on 0407 565 980.  Please note that I am required to reply to confirm your message.  (ie: I could be otherwise occupied)

7.9 Changes or cancellations by SRM:

If we must reschedule or cancel (e.g., therapist illness, safety, power outage), we’ll notify you promptly and offer the soonest suitable alternative.

 

8. REFUNDS/CASH OUT

Certificates aren’t redeemable for cash.

 

9. FRAUD AND MISUSE

We may refuse, cancel, or suspend a certificate if we suspect fraud, misuse, or if issued in error.

 

10. VALUE PACKS & PACKAGES

10.1 - 3 x Sessions (30mins)

• $225rrp - This Value Pack = $210.

• These are for 3 separate 30min session bookings, valid for 12 mths from the date of purchase and are given to you as 3 separate Gift Vouchers.

• Vouchers are transferable to another person.

• Two vouchers can be combined to make up a 60mins booking, as well as all three can be combined for a 90mins booking.

• Vouchers cannot be redeemed for cash.

10.2 - 3 x Deep Tissue Sessions (30mins)

• $225rrp - This Value Pack = $210.

• Because of the intensity and the focused nature of this work, sessions are kept to 30 minutes — the optimal length for releasing stubborn tissue fibre congestion without overwhelming the body.

• The purpose of this Pack is to achieve maximum results in the minimum time, so commitment to sessions MUST be maintained for 1 month to accomplish a shift in condition. 

• These are for 3 separate 30-minute session bookings, valid for 1 month from the date of purchase.

• Sessions are NOT transferable to another person as sessions are customised to the payee's physical condition.

• Vouchers cannot be redeemed for cash.

10.3 - 3 x Sessions (60mins)

• $360rrp - This Value Pack = $330.

• These are for 3 separate 60min session bookings, valid for 12 mths from the date of purchase and are given to you as 3 separate Gift Vouchers.

• Vouchers are transferable to another person.

• Vouchers cannot be divided or combined and must be taken as a 60min timeslot.

• Vouchers cannot be redeemed for cash. 

10.4 Hen's Party Package (5 x 30mins)

• This is a group booking and date must be pre-booked and paid as confirmation of booking.

• These are for 5 separate 30min session bookings to be taken in one day within normal operating hours (normally a Saturday) as a group booking at the clinic in Saratoga for consecutive timeslots. 

• This Session of 5 x 30mins cannot combined (unless prior arranged) and must be taken as 30min timeslots.

• Once purchased, this package is non-refundable and cannot be redeemed for cash, as the agreed date is reserved exclusively for your Hen’s Party and prevents other bookings from being made.

10.5 Condition Treatments (Tx) (3 x 30mins)

• $360rrp - This 3 Tx = $288.

• These sessions are subsidised as a reward for your dedication to focusing on a specific condition and your commitment to easing pain and beginning the relief process.

• These are for 3 separate 30min session bookings, prepaid and prebooked.

• These sessions are are NOT transferrable to another person.

• Sessions CANNOT be combined to make up a 60mins booking, nor can all three can be combined for a 90mins booking.

• All Biz Reset Vouchers are valid for 12mths from date of purchase.

• Please read our cancellation/ booking policy for more details. 

10.6 Loyalty Gift Voucher 

• A PAID 60min booking earns 10pts reward points.

• A PAID 30mins Sessions accrue 5pts.

• Reach 50pts - gains a complimentary 30min ($75 value) Gift Voucher.

• The Rewards Gift Voucher is to reward you for your custom so you can not only tell others about your sessions @Saratoga Remedial Massage, they can try it for themselves!

• This Gift Voucher is valid for 12 months and must be given to a NEW customer. 

• Upgrade to 60mins is permitted for an extra $45 payable on the day of booking.

• Other Purchased Gift Vouchers -  Points are only accrued for Purchasee, not the Giftee.

• No points awarded for complimentary or donated Gift Vouchers.

10.7 Business Team Gift Vouchers

• #1 Biz Reset Gift Vouchers 5 x 30mins - $300 (rrp $375)

  • These Vouchers are transferable to another person.

  • These Vouchers are valid for 12mths from date of purchase.

  • 30min Vouchers can be upgraded to a 60mins with an additional payment of $45.

  • Once purchased, this package is non-refundable and cannot be redeemed for cash.

  • These vouchers do not accrue reward points.

• #2 Biz Reset Gift Vouchers (10+1 x 30mins) - $600 (rrp $825) 

  • Purchase 10 and receive 1 complimentary 30mins Voucher.

  • All other conditions as per above for #1 Biz Reset Gift Voucher.

  • Please read our cancellation/booking policy for more details. 

 

11. FURTHER INFO ON EXPIRY DATES

Exemptions from Regulation 89C (ACL) for a 3 year expiry date.

11.1 Free promotional donated vouchers: This exemption applies to gift cards that are donated for promotional purposes and given away for free and not obliged to make a purchase. These are not required to have a minimum three-year expiry period.

11.2 Free promotional campaign vouchers: A voucher given away for free as part of a marketing campaign (e.g., a free 30min Massage Session voucher for signing up for a newsletter) can have an expiry date shorter than three years.

11.3 Vouchers with a purchase: temporary marketing promotions. This covers gift cards supplied to a purchaser in connection with the purchase of goods or services as part of a temporary marketing promotion with a timeframe. These are not required to have a minimum three-year expiry period. A customer buys a product and receives a bonus $50 voucher for use at a different business or as part of a temporary promotion. This exemption allows businesses to manage short-term demand and stock levels. 

11.4 Discounted vouchers: This exemption applies to gift cards that are supplied at a genuine discount. A shorter expiry is permitted if the voucher's value is higher than the price paid for it.

11.5 Vouchers with a purchase: If a voucher is part of a "buy one, get a free voucher" type of temporary marketing promotion, it is also exempt and can have a shorter expiry date.

11.6 Discounted vouchers: Vouchers sold at a genuine discount, where the customer receives a higher value than what they paid, are also exempt.

11.7 Part of a rewards or loyalty program: Gift Vouchers issued as a bonus as reward for loyalty of customers for use in the same business.

 

12. UPDATES

We may update this policy by posting a new version with an updated effective date. If anything here conflicts with the Australian Consumer Law, the law prevails.