Terms and Conditions

Last Updated: 15 December 2025

Welcome to Zen Holistic Health. By booking an appointment, purchasing a Gift Card, or utilising our services, you agree to be bound by the following Terms and Conditions. Please read them carefully.

1. Appointments & Booking Policy

  • Bookings: We highly recommend booking in advance to secure your preferred time and therapist. You can make a booking online, via phone, or in-person at our clinic.

  • Arrival Time: Please arrive 10 to 15 minutes prior to your scheduled appointment time. This allows you to relax, complete any necessary consultation forms, and ensures your treatment starts on time.

  • Late Arrivals: Out of respect for other clients and our therapists, if you arrive late, your treatment time may be shortened. The full price of the scheduled service will still apply. We cannot extend your session if it impacts the next client's booking.

2. Cancellation & No-Show Policy

We understand that circumstances may change. However, to respect the livelihood of our therapists, we enforce a strict cancellation policy consistent with Australian industry standards:

  • 24-Hour Notice: We require at least 24 hours’ notice to cancel or reschedule an appointment.

  • Cancellation Fees:

    • Less than 24 hours: Cancellations made within 24 hours of the appointment time will incur a cancellation fee of 50% of the booking value.

    • No-Shows: Failure to attend an appointment without notice will result in a 100% charge of the treatment cost.

    • Gift Cards: If you are holding a Gift Card and fail to provide the required notice, the applicable fee will be deducted from your card balance.

3. Gift Cards

Our Gift Cards are governed by the Australian Consumer Law (ACL):

  • Validity: All Gift Cards are valid for 3 years (36 months) from the date of issue.

  • Redemption: Cards can be redeemed for any treatments or retail products at Zen Holistic Health. They cannot be exchanged for cash.

  • Lost or Stolen Cards: Please treat your Gift Card like cash. Zen Holistic Health accepts no responsibility for lost, stolen, or damaged cards. They will not be replaced or refunded.

  • Non-Transferable: Gift cards are non-refundable. However, they are transferable to another person if you wish to gift them to a friend or family member.

4. Payments & Pricing

  • Currency: All prices are in Australian Dollars (AUD) and include GST (Goods and Services Tax) where applicable.

  • Payment Methods: We accept Cash, EFTPOS, Visa, MasterCard, and valid Gift Cards.

  • HICAPS & Private Health Funds: On-the-spot claiming via HICAPS is available for eligible Remedial Massage services. It is the client’s responsibility to check their level of cover and eligibility with their health fund provider prior to the appointment. If the claim is rejected, full payment is required at the time of service.

  • Surcharges: A small surcharge may apply to credit card transactions depending on the merchant facility.

  • Pricing: Prices are subject to change without prior notice. We will honour the price quoted at the time of your confirmed booking.

5. Health & Medical Conditions

  • Client Responsibility: It is your responsibility to inform us of any medical conditions, physical injuries, allergies, or pregnancy prior to your treatment.

  • Pregnancy: Please advise our staff if you are pregnant. Some treatments are not suitable during the first trimester (12 weeks). We can recommend safe, customised treatments for the second and third trimesters.

  • Therapeutic Nature: Our services are for relaxation and remedial purposes only. They do not substitute for medical advice or treatment.

6. Client Conduct (Zero Tolerance)

  • Professional Environment: Zen Holistic Health maintains a professional environment. We have a zero-tolerance policy regarding any inappropriate, aggressive, or sexual behaviour.

  • Right to Terminate: Therapists reserve the right to terminate a session immediately if a client engages in illicit or inappropriate conduct. Full payment will be charged, and the client will be banned from the premises. Police may be notified if necessary.

7. Refunds & Returns

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

  • Services: We do not offer refunds on completed services for "change of mind." However, if you are not satisfied with the service provided, please contact us immediately during or right after your treatment so we can address your concerns.

  • Retail Products: We will offer a refund, exchange, or credit note for products that are faulty, wrongly described, or different from the sample shown. We do not refund products if you simply change your mind.

8. Privacy Policy

Your privacy is important to us. Our collection and use of your personal and health information are governed by our separate Privacy Policy, which forms part of these Terms and Conditions.