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HEAVENNA SPA - TERMS AND CONDITIONS

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Effective Date: 10/05/2025

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Welcome to Heavenna Spa. By booking an appointment or visiting our spa, you agree to the following terms and conditions. These are designed to ensure your safety and the smooth running of our business.

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1. APPOINTMENTS & CANCELLATIONS​

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We value your time and ours. As a small business, last-minute cancellations significantly impact us.

  • Booking Deposit: A deposit of [e.g., 50%] is required to secure all bookings. This is deducted from your final bill.

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

  • Late Cancellations: Cancellations made within 48 hours of the appointment time will result in the floss of your deposit (or a fee of 50% of the service cost).

  • No-Shows: If you do not show up to your appointment without notice, you will be charged 100% of the deposit. Future bookings will require full prepayment.

  • Late Arrival: Please arrive 10 minutes early. If you are late, your treatment time may be shortened to ensure the next client is not delayed. You will still be charged the full price of the booking.​

 

2. HEALTH & MEDICAL SAFETY

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Your safety is our priority. You must inform us of any medical conditions before your treatment begins.

  • Disclosure: You strictly must disclose if you:

    • Are pregnant.

    • Have high blood pressure or heart conditions.

    • Have recent injuries, surgeries, or skin infections.

    • Have any allergies (e.g., to nuts, oils, latex, or specific shampoos).

  • Right to Refuse: We reserve the right to refuse specific treatments (like Hot Stones) if we believe it may be unsafe for your specific medical condition.

 

3. SPECIFIC RISKS & LIABILITY WAIVER

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By proceeding with our treatments, you acknowledge and accept the following risks:

  • Wet Areas: As a Head Spa, our floors may become wet. You agree to walk carefully and follow staff instructions. Heavenna Spa is not liable for slips or falls caused by running or negligence.

  • Hot Stone Massage: While we take every precaution, you acknowledge that heat treatments carry a minor risk of burns or skin sensitivity. You agree to immediately inform the therapist if the temperature is too hot.

  • Clothing & Valuables: Please wear suitable clothing. We are not responsible for damage to clothing (e.g., from water or oils) or for the loss of jewelry/valuables brought into the spa.

 

4. ALCOHOL POLICY (Complimentary Wine)

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We serve complimentary wine as an incidental part of our pamper packages. We strictly adhere to NSW Responsible Service of Alcohol (RSA) laws.

  • Over 18 Only: Alcohol will only be served to clients aged 18+. Proof of ID may be requested.

  • Limit: Consumption is limited to 1 standard drinks per person maximum.

  • Intoxication: We have the right to refuse alcohol to anyone who appears intoxicated. If a client arrives for a treatment in an intoxicated state, we reserve the right to cancel the treatment immediately with no refund, for safety reasons.

 

5. CLIENT CONDUCT

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  • We have a zero-tolerance policy for harassment, rude behavior, or inappropriate conduct towards our staff.

  • Any client displaying such behavior will be asked to leave immediately, and full payment will be required.

 

6. PAYMENT & REFUNDS

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  • Payment is due in full at the end of your treatment. We accept Cash, Card, and Heavenna Spa Gift Vouchers.

  • No Refunds on Services: We do not offer refunds for "change of mind" after a service has been completed. If you are unhappy with a service, please let us know during the treatment or within 48 hours so we can rectify it.

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