Booking and Cancellation Policy
Booking, Cancellation and Payment Policy
Restored Massage Therapy — Booking, Cancellation and Payment Policy
Effective date: 1 July 2026
This policy explains how booking, cancellations and payment work at Restored Massage Therapy. By booking an appointment, you agree to these terms. This policy sits alongside our Privacy Policy and Website Terms and Conditions.
1. Booking appointments
Appointments are booked online through Cliniko unless we have arranged something different with you directly.
Please make sure your contact and appointment details are accurate, so we can reach you if we need to.
Availability shown online can change, and a time is not held until a booking is confirmed.
Joining a waitlist does not guarantee an appointment. We will contact you if a suitable time becomes available.
Booking confirmations and reminders are a courtesy. You remain responsible for remembering and attending your appointment, even if a reminder does not reach you.
New clients may need to complete intake and consent forms before their first treatment.
We may decide that a requested treatment is not appropriate for you or is outside our scope of practice. If so, we will let you know and, where we can, suggest another provider who may be a better fit.
2. Arrival and appointment times
Appointments begin and end at the booked time, so the appointments after yours are not delayed.
Arriving late will usually reduce your hands-on treatment time, and the full appointment fee may still apply.
If you arrive significantly late, we may need to shorten or reschedule your session to protect the time reserved for other clients.
Please allow time to park, find the clinic and complete any forms before your appointment time.
3. Cancellations and changes
We ask for at least 24 hours' notice to cancel or reschedule an appointment. This lets us offer the time to someone else, often from our waitlist.
Appointments cancelled or changed within 24 hours incur a fee equal to 50% of the booked treatment price.
Missed appointments, and appointments cancelled without notice, are charged at the full treatment price.
A fee may be charged to the card held on file, invoiced to you, or deducted from a gift voucher or prepaid credit where you have authorised this and it is legally appropriate.
Late cancellation and missed appointment fees are generally not claimable through private health insurance.
These fees reflect the practitioner time reserved specifically for you and the limited opportunity to fill the appointment at short notice. They are not a penalty, and they are kept as fair and consistent as we can make them.
4. When life gets in the way
We know that illness, a sick child, or an unexpected personal situation can make a late change unavoidable. If something comes up, please let us know as early as you can. Early contact gives us the best chance of filling the time and often means a fee can be avoided.
In genuinely exceptional circumstances, we may reduce or waive a cancellation fee at our discretion. This is considered individually and is not a standing exception to the policy.
5. Illness and infectious symptoms
Please do not attend if you have symptoms of a contagious illness, or if you have been advised to isolate. It protects you, your practitioner and other clients.
If you are unwell, contact us as early as you can. The cancellation policy may still apply to a late change made because of illness. Any discretion remains with us and is assessed individually. We would always rather you rest and recover than attend simply to avoid a fee.
6. If we need to cancel
Occasionally we may need to cancel or reschedule because of illness, an emergency, unsafe conditions, or circumstances outside our reasonable control.
You will not be charged when we cancel your appointment.
We will give you as much notice as we reasonably can and help you find a new time.
7. Payment
Treatment fees are payable at the time of your appointment, unless we have arranged otherwise.
We accept cash, credit card (through Zeller), bank transfer and PayID.
Prices may change from time to time. Current prices are shown through our booking system or website.
The price that applies to your appointment is the price clearly shown to you at the time of booking, unless there has been an obvious pricing error, which we may correct.
Outstanding amounts, including cancellation fees, may need to be settled before we accept another booking.
Where card details are held, they are processed or stored by our payment provider rather than shown to your practitioner, in line with that provider's system.
Receipts are provided electronically, or on request.
8. Private health insurance
Some treatments may be eligible for a private health insurance rebate, depending on your provider, your level of cover, your practitioner and the treatment.
Eligibility is between you and your insurer. Please check your cover before your appointment if a rebate matters to you.
We cannot guarantee a rebate, and we cannot control an insurer's decision.
Cancellation fees, gift vouchers and some services may not be eligible for a rebate.
If a claim is rejected or incorrect, any resulting amount remains your responsibility.
9. Gift vouchers
Gift vouchers are valid for three years from the date of purchase, in line with Australian Consumer Law.
Vouchers can be redeemed with any practitioner at Restored Massage Therapy, for any remedial massage service.
A private health insurance rebate cannot be claimed on a treatment paid for with a gift voucher.
Treatment balances paid by voucher are generally non-refundable, subject to your rights under Australian Consumer Law.
If treatment prices increase, a voucher covers the value stated on it, and any difference is payable at the time.
Vouchers can be transferred to another person.
Please keep your voucher code safe. If a voucher code is lost or stolen, contact Monica as soon as possible at hello@restoredmassage.com.au.
Late cancellation or missed appointment fees may be deducted from a voucher where you have authorised this.
We do not exchange vouchers for cash, except where the law requires it.
10. Packages, prepaid treatments and offers
From time to time we may offer packages, prepaid treatments or promotional offers. Where we do:
The specific terms, eligibility and validity period will be made clear at the time of purchase.
Promotional pricing generally cannot be applied to a past appointment.
Any expiry terms comply with Australian law.
Your rights under Australian Consumer Law continue to apply where relevant.
11. Refusing or ending a treatment relationship
We aim to provide safe, respectful care to everyone. We may refuse, pause or end a treatment relationship where it is reasonably necessary, including for:
Concerns about safety
Behaviour that is abusive, threatening, sexual, discriminatory or otherwise inappropriate
Repeated non-payment
Repeated late cancellations or missed appointments
Requests outside the practitioner's qualifications or scope of practice
A client not providing the information needed for safe treatment
A breakdown of the therapeutic relationship
A conflict of interest
Where it is safe and appropriate to do so, we will explain our decision and, where we can, suggest another provider.
12. Concerns and complaints
If you have a concern about your appointment, treatment, a payment or a cancellation fee, please contact us at hello@restoredmassage.com.au. We will consider it respectfully and privately, and respond as soon as we reasonably can.