Booking Policy
Terms & Conditions
Booking Fee
A $100 booking fee is required to secure all appointments. This fee is strictly non-refundable and non-transferable.
48 hours’ notice is required (excluding weekends).
If your appointment is on a Monday, any cancellations or changes must be made by the previous Thursday.
Within 48 hours: If you cancel or reschedule within 48 hours of your appointment (excluding weekends), the booking fee will be forfeited.
Outside 48 hours: If you cancel or reschedule outside 48 hours, the booking fee will be held on file for 30 days and can be applied to your next booking.
While we do our best to accomodate all our clients, If a suitable time to reschedule cannot be found, the booking fee will still not be refunded. Please book well in advance to avoid disappointment.
Gift vouchers may be used in place of a booking fee to confirm an appointment. Once used to secure a booking, they are treated the same as a booking fee — non-refundable and forfeited if the appointment is cancelled or changed within 48 hours (excluding weekends).
Confirmation of Bookings
Once your booking is made, you will receive a confirmation by text and email. The $100 booking fee is processed via our secure Fresha SSL payment portal. Mata Wellbeing reserves the right to cancel any unconfirmed bookings.
Cancellations & Changes
A minimum of 48 hours’ notice (excluding weekends) is required to cancel or reschedule your appointment.
For Monday appointments, any cancellations or changes must be made by the preceding Thursday.
Cancellations or changes within 48 hours will result in the booking fee being forfeited.
Cancellations or changes outside 48 hours will have the fee held on file for 30 days to use toward a future booking.
No-shows will incur a 100% cancellation fee.
Please do not use social media channels to cancel or reschedule. Cancellations made via social media within 48 hours will be treated as a no-show and charged the full fee.
Rescheduling
Appointments can be rescheduled up to twice within 8 weeks. If a suitable time cannot be found, the booking fee will be forfeited. Booking early is recommended to secure your preferred time.
No-Show & Running Late
No-shows will forfeit their booking fee and be charged the remaining balance of the appointment.
If you are more than 15 minutes late, your service may not be able to go ahead and will be treated as a no-show.
If you are late but still able to be seen, your treatment time may be shortened and full payment is still required.
Service Adjustments
Any service changes must be requested at least 48 hours before your scheduled appointment.
Refunds
No refunds are provided for services once completed. If you have any concerns about your service, please contact Mata Wellbeing directly (MON-FRI).
Children’s Policy
To maintain a calm and relaxing environment, we kindly ask that you arrange alternative care for children during your appointment.
Gift Vouchers
Gift vouchers must be presented at the time of booking. They may be used as a booking fee to secure an appointment and are then subject to the same non-refundable and cancellation terms as all booking fees.
Health & Safety / Illness
Please notify us of any health conditions or allergies that may affect your service.
If you are unwell or experiencing flu-like symptoms, contact the clinic as soon as possible to reschedule.
Please note: Our standard 48-hour cancellation policy and fees still apply in cases of illness.
You can easily reschedule via the Fresha app, your confirmation email, or by calling/texting the clinic directly. Please do not use social media platforms to request changes to appointments as these are not always monitored.
Liability
Mata Wellbeing is not responsible for any loss or damage to personal belongings during your appointment.
Right to Refuse Service
Mata Wellbeing reserves the right to refuse service for reasons including inappropriate behaviour or health concerns.
Changes to Terms
These terms and conditions may be updated at any time without prior notice. By making a booking, you agree to all terms outlined above.