We’re committed to creating a peaceful, safe, personalised and enjoyable experience for every client. To help us maintain this, please review the following terms and conditions before your visit.

 

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Arrival Time

 

Please arrive 5–10 minutes before your appointment time to allow yourself a moment to settle in and complete any required forms.

 

Due to the nature of our space, we kindly ask that you wait in your car until your therapist comes out to greet you. As we do not have a receptionist or designated waiting area, this helps us maintain a quiet, uninterrupted atmosphere for all guests. We truly appreciate your understanding.

 

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Health Conditions & Pregnancy

 

Your wellbeing and ours is our highest priority.

   • Please inform us if you are or have been unwell before you arrive to your appointment as we appreciate when you are contagious to reschedule your appointment to prevent any risk of spreading an illness to staff and guests.

   •Please inform at the time of booking if you are pregnant, have any allergies, medical conditions, or are taking medications, so we can tailor your treatment safely and effectively.

   • Some products and services may not be suitable in certain circumstances, and we’ll always adjust with care.

 

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Gift Vouchers

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   • Gift vouchers are valid for 3 years from the date of issue.

   • Vouchers are non-refundable and cannot be redeemed for cash.

   • Skin and Wellness Haven accepts no responsibility if a gift voucher is lost, destroyed, stolen or used without your permission.

   • Please note that treatment prices may increase after the voucher issue date. Any difference in price will need to be paid at the time of booking or service.

 

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Pricing and Payments Policy

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• All prices are listed in Australian Dollars (AUD) and include GST where applicable.

• Treatment prices are subject to change without notice. However, confirmed bookings will be honoured at the price quoted at the time of booking.

• Full payment is required at the time of treatment unless prior arrangements have been made.

• We accept EFTPOS, credit card, cash, and Internet banking (bank transfer). 

• Please note: a small surcharge applies to all EFTPOS and credit card transactions to cover merchant processing fees.

• Internet banking payments must be cleared prior to your appointment. Please include your name as a reference.

• Online bookings may require a deposit or full prepayment to secure your appointment. This will be clearly stated at the time of booking.

• Any promotional offers or packages are non-transferable and not redeemable for cash unless otherwise stated.

• Gift vouchers must be presented at the time of appointment. Expired vouchers or those without proof of purchase may not be honoured.

• Memberships and prepaid packages are non-refundable and must be used within the specified timeframe.

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Refund Policy – Products

 

Allergic Reactions:

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If you experience an allergic reaction to a product, we’re here to support you. Products may be returned after 7 days with supporting evidence, such as clear photographs and a description of the reaction. In some cases, a medical note may be requested. 

 

Depending on the circumstances, we may offer:

• A full refund (if product is mostly unused and reported promptly)

• A partial refund or store credit (if the product has been significantly used or reaction reported later)

• An exchange for another suitable product that is to the same amount 

 

Each case will be assessed individually with care and professionalism and at our discretion.

 

Please note:

 

• Refunds are not available for change of mind purchases, opened or used products unless due to a verified allergic reaction or product fault.

• If the product is faulty or damaged, please notify us within 7 days of purchase to arrange a replacement or refund.

• Refunds are processed via the original payment method once the item is returned and assessed.

• Return postage if required of purchase is the responsibility of the customer.

 

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Security of Belongings

 

While every effort is made to provide a calm and secure environment, Skin & Wellness Haven is not responsible for the loss or damage of personal belongings during your visit. We recommend considering keeping valuables at home or have them with you at all times.

 

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Privacy

 

Your privacy is respected and protected.

    • Personal information collected during bookings or consultations is used solely to provide the best service and support your skin health journey.

    • We do not share or sell your information to third parties.

 

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Booking & Cancellation Policy

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We value your time and ours. To ensure every client receives the care and attention they deserve, please take a moment to review our booking and cancellation policy.

 

 Bookings

   • Appointments can be made online, by phone, or via message.

   • A deposit may be required to secure your booking, which will go toward your treatment on the day.

   • You will receive a confirmation and reminder before your scheduled visit.

 

Cancellations & Rescheduling

   • We kindly ask for at least 24 hours’ notice to cancel or reschedule your appointment.

   • Less than 24 hours’ notice may result in a 50% cancellation fee.

   • No-shows or same-day cancellations may be charged 100% of the treatment cost.

 

Can’t Make It Last Minute?

 

To avoid cancellation fees, you’re welcome to gift your appointment to a friend, family member or colleague or ask if they would like to book in your held spot if you’re unable to attend at short notice. Just let us know their name and contact details so we can warmly welcome them in your place.

 

Running Late or Missed Appointments

   • If you arrive late, your treatment time may be reduced to avoid impacting the next client.

   • If you miss your appointment without notice, your deposit will be forfeited, and full fees may apply.

 

We Understand Life Happens

 

If something unexpected comes up, please contact us as soon as possible. We’re here to support you - and your skin journey - with kindness and professionalism.

 

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We’re honoured to be part of your skin and self-care journey, and we appreciate your understanding of these policies which help us provide the best possible experience for every client.