Booking and Cancellation Policy

1. About this policy

This policy explains how bookings, cancellations and payments work at Coastal Motion Massage. By booking an appointment, you agree to it. Please read it before you book.

Treatments are currently provided from our home-based clinic in Hillarys, Western Australia. We will give you the full address when you book. The same policy will apply if we offer treatments at other locations in future.

2. Making a booking

• Book online through our booking system (Halaxy), or contact us by phone or email.
• You will receive a confirmation, and usually a reminder before your appointment, by email or SMS.
• New clients must complete a health history and consent form before their first treatment. If it is not completed, we may need to reschedule your appointment, and the cancellation terms below may apply.
• Please tell us if your health, medications or circumstances change between appointments.

3. Cancelling or rescheduling

We set aside time for each client and cannot usually fill a space at short notice.

• To cancel or reschedule, use the link in your confirmation email or contact us directly. Please give as much notice as you can.
• The 24 hours is counted from the scheduled start time of your appointment.
• Messages sent outside business hours count from when they are received.

Emergencies and illness. We understand that genuine emergencies and sudden illness happen. If you cancel within 24 hours for one of these reasons, please tell us. We may, at our discretion, waive or reduce the fee. We may also ask for supporting information, such as a medical certificate.

If we need to cancel. If we have to cancel or reschedule an appointment, for example because of illness, we will give you as much notice as possible and you will not be charged. If you have paid in advance, we will offer you a new time or a full refund.

4. Late arrivals

If you arrive late, your treatment will usually need to finish at the scheduled time so we do not affect the next client. You will be charged the full fee. If you are more than 20 minutes late and we have not heard from you, we may treat the appointment as a no-show.

5. Payment

• Payment is due at the end of your appointment, unless we have agreed otherwise. We accept a range of payment methods.
• Prices are in Australian dollars and include GST where applicable.
• An invoice will be provided. If you have private health cover for massage, you may be able to claim through your health fund, subject to your fund and policy. We currently do not offer HICAPS facilities at our clinic.
• Unpaid cancellation or no-show fees must be paid before the commencement of your next treatments.

6. Health and safety

To keep everyone safe, please:

• tell us about any injury, illness, pregnancy, medication or condition that may affect treatment;
• postpone your appointment if you have a contagious illness, such as a cold, flu or COVID-19, or a skin infection. If you tell us before your appointment, we will not charge you for this;
• do not attend under the influence of alcohol or drugs; and
• let us know straight away if you feel any discomfort during treatment. You can ask us to adjust or stop at any time.

7. Conduct and our right to refuse treatment

We are committed to a safe, respectful and professional environment. We reserve the right to refuse, pause or end a treatment, without refund of the fee for that session, if:

• we believe treatment is unsafe or unsuitable for you;
• you are intoxicated or affected by drugs;
• you behave in an inappropriate, abusive or threatening way; or
• you ask for services outside the scope of therapeutic massage.

If you are under 18, a parent or guardian must give consent and may be required to be present during your treatment.

8. Privacy

We handle your personal and health information in line with our Privacy Policy.

9. Changes to this policy

We may update this policy from time to time. The version that applies to you is the one in place when you made your booking. The date at the top shows when it was last updated.

10. Contact us

Contact: Coastal Motion Massage

Email: coastalmotionmassage@gmail.com

Location: Hillarys, Western Australia (full address provided on booking)