At The Healing Lounge Massage and Spa, we are committed to delivering a high-quality, relaxing, and professional experience for all guests. The following policies are in place to ensure fairness, clarity, and a seamless experience.

Treatment Satisfaction & Refund Policy

Your comfort and satisfaction are important to us.

If you are not satisfied with your massage, you must inform your therapist or reception within the first 15 minutes of your treatment. We will make every reasonable effort to adjust the service to better meet your expectations.

• Within the first 15 minutes: Adjustments will be made where possible.

• After 15 minutes: The treatment will be considered accepted and delivered. No refunds or cancellations will be issued beyond this time.

Refunds will not be provided for change of mind or personal schedule changes once treatment has commenced beyond 15 minutes.

Gift Vouchers & Third-Party Payments

We are grateful when our guests choose us to gift treatments to loved ones, friends, family, or colleagues.

If you are paying for someone else:

• Approval must be emailed prior to booking.

• Full name, email, and contact number of both the purchaser and recipient must be provided.

• Sufficient funds must be available before the booking commences.

• The cardholder must be contactable at the time of booking in case payment verification is required.

We reserve the right to decline charging a card if required information has not been received. Services may also be declined if payment has not been successfully processed prior to treatment.

All Gift Vouchers and Gift Certificates are non-refundable.

The Healing Lounge Massage and Spa accepts no responsibility for lost, stolen, or unauthorised use of gift vouchers. Vouchers should be treated as cash. No credits or refunds will be issued after expiry.

Online Booking & Payment Disclaimer

Payments made through our online booking system are completed at the client’s own discretion and risk.

We do not accept responsibility for technical issues, processing errors, or discrepancies that may occur during payment. Guests are encouraged to carefully review all booking details before confirming their transaction.

If payment issues arise, we will make reasonable efforts to assist; however, we cannot be held liable for financial loss resulting from system errors.

All refund requests must be submitted in writing and will be assessed on a case-by-case basis.

Please note:

• Card payments may incur a surcharge.

• Public holiday appointments attract a 10% surcharge (excluding card fees).

Appointment Changes & Cancellations

We understand that circumstances may change and are happy to assist with rescheduling where possible.

• A minimum of 24 hours’ notice is required to cancel or reschedule an appointment.

• Late cancellations may incur a fee.

• Failure to attend your appointment (“No Show”) will result in a charge in accordance with our booking system.

• There is no fee for adjusting appointment times within therapist availability.

• Late arrival may reduce your treatment time. The full session fee remains payable.

Professional Conduct

The Healing Lounge Massage and Spa provides strictly therapeutic massage services only.

Any inappropriate or non-therapeutic requests will result in immediate termination of the session. No refunds will be issued, and serious matters may be referred to local authorities.

Policy Amendments & Acceptance

The Healing Lounge Massage and Spa reserves the right to amend policies without prior notice. Guests are responsible for reviewing our policies prior to booking.

Receipt of a booking or purchase confirmation via phone, email, or text constitutes acceptance of these terms and conditions.

We sincerely appreciate your understanding and cooperation. These policies allow us to maintain professionalism, fairness, and the highest standard of care for every guest.