Terms & Conditions

Bookings and Payments

  • Bookings can be made via phone, online booking enquiry form, or at the clinic itself.
  • A SMS will be sent once the appointment has been confirmed, detailing appointment details.
  • A reminder SMS will be sent 24 hours prior to the appointment.
  • Last minute bookings can be accommodated subject to availability.
  • Payments must be received in full before commencing your treatment.
  • Payment can be done by cash or card – only Visa or Mastercard accepted.
  • Hicaps claims can be made directly through the Eftpos terminal, or an invoice can be emailed upon request to make a claim directly with your health insurer.
  • Essen Remedial Massage does not offer HICAPS accounts service.
  • On-the-spot private health fund claiming available.

 

Cancellation, Late Arrival & No-Show Policy

  • At Essen Remedial Massage, appointment times are reserved exclusively for each client.
    When insufficient notice is provided, this time cannot be reallocated and directly impacts our therapists and clinic operations.
  • Appointment Transfers and Substitutions

    Appointments at Essen Remedial Massage are made for, and reserved specifically for, the client named in the booking.

    Appointments are non-transferable.

    If the named client is unable to attend, the appointment cannot be transferred, assigned or given to another person, including a partner, spouse, parent, child, family member, friend or any other person.

    This requirement is necessary because each appointment is allocated having regard to the individual client, the treatment booked, therapist availability and suitability, the therapist’s qualifications and scope of practice, client age, health and medical information, consent requirements, and any treatment-specific clinical considerations. A person who was not the client for whom the appointment was booked may therefore not be suitable for the allocated therapist, treatment or appointment.

    For these reasons, the availability or willingness of another person to attend does not replace the original client’s booking and does not remove or alter any cancellation or rescheduling fee that otherwise applies to the original appointment.

    If the named client is unable to attend, the booking will be treated as a cancellation or rescheduling request. Any applicable fee will be determined in accordance with Essen Remedial Massage’s Cancellation, Late Arrival & No-Show Policy and the amount of notice provided.

    A family member, partner, friend or other person who wishes to receive treatment may contact reception to make a separate booking in their own name. Essen Remedial Massage will assist with finding an appropriate therapist and appointment where reasonably available.

    Changing, or requesting to change, the person attending an appointment does not restart, extend or otherwise alter the cancellation notice period applying to the original booking.

    Any exception permitted by Essen Remedial Massage in a particular case is a discretionary accommodation only and does not create an ongoing entitlement, precedent or right to transfer future appointments.

    This policy operates subject to the Australian Consumer Law. Nothing in these Terms & Conditions excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.

  • Changes to Booked Treatments
    Appointments cannot be changed to a shorter treatment time or lower-priced service at the time of arrival. If a client’s private health insurance does not have remaining benefits, the original booked treatment may still proceed as a private appointment.

    Late Changes or Refusal of Treatment
    If a client chooses not to proceed with the originally booked treatment upon arrival, this will be considered a late cancellation.

  • In the event of late arrival, if there is another appointment scheduled after yours, the duration of your treatment may be reduced to avoid scheduling conflicts. The full treatment fee will still apply.
  • We require a minimum of 24 hours’ notice to cancel or reschedule an appointment.
  • Cancellations made within 24 hours of the scheduled appointment time will incur a 50% cancellation fee of the full treatment cost.
  • Failure to attend (no-show), or cancellation made within 2 hours of the scheduled appointment time, will incur 100% of the full treatment fee.
  • Cancellation fees apply regardless of the reason for cancellation, including illness, personal emergencies, or unforeseen circumstances.
  • By booking an appointment with Essen Remedial Massage, you acknowledge and agree to these terms. Confirmation of your appointment constitutes acceptance of this policy.
  • The clinic reserves the right to require full prepayment for future appointments in cases of repeated late cancellations or missed appointments.

 

Minor Treatment & Children’s Privacy Policy

 

Treatment of Minors

Essen Remedial Massage is committed to providing a safe, professional, and respectful environment for all clients, including minors.

Clients under the age of 18 may receive treatment only with the consent of a parent or legal guardian.

The following conditions apply:

 

Children under 15 years of age

  • A parent or legal guardian must complete and sign all intake and consent forms prior to treatment.
  • A parent or legal guardian must be present in the treatment room for the full duration of the session, unless otherwise approved by the clinic.

 

Clients aged 15–17 years

  • Written consent from a parent or legal guardian is required prior to treatment.
  • A parent or legal guardian must remain on the clinic premises during the appointment.

Essen Remedial Massage reserves the right to decline or discontinue treatment where appropriate consent or supervision is not provided.

 
 

Children’s Privacy

Essen Remedial Massage respects the privacy of all clients and handles personal information in accordance with the Privacy Act 1988 (Australia) and the Australian Privacy Principles.

We do not knowingly collect personal information from individuals under the age of 15 without the consent of a parent or legal guardian.

If a parent or guardian becomes aware that a child has provided personal information without consent, they should contact the clinic so the information can be reviewed and, where appropriate, removed.

If we become aware that personal information has been collected from a child under 15 without appropriate consent, we will take reasonable steps to delete such information as soon as practicable.

 
 

Parent / Guardian Responsibilities

Parents and guardians are responsible for ensuring that:

  • All health and medical information provided is accurate and complete.
  • Consent forms are completed truthfully and prior to treatment.
  • Any relevant medical conditions, injuries, or contraindications are disclosed.

 

Clinic Rights

For safety, professional, and legal reasons, Essen Remedial Massage reserves the right to:

  • ARefuse or discontinue treatment where appropriate consent has not been obtained.
  • Require a parent or guardian to be present during treatment.
  • Cancel or reschedule appointments where clinic policies are not followed.

 

Outstanding Fees

  • No further appointments may be booked until any outstanding cancellation or no-show fees are paid in full.

By booking an appointment with Essen Remedial Massage, clients acknowledge and agree to these terms.

 

Holiday Surcharge

  • 10% public holiday surcharge applies to all appointments that fall on Victorian public holidays.
  • This surcharge applies to all treatment types and durations and applies regardless of payment method, including cash, card, gift vouchers, or packages.

 

Delays in Your Appointment

  • While Essen Remedial Massage makes every effort to run on time, occasional delays may occur due to factors such as extended treatment requirements for prior clients or unforeseen circumstances.

  • In the event that a massage therapist is delayed, clients will be notified via SMS where possible.

  • Where the delay is caused by the clinic, the full treatment duration will still be honored wherever practicable, and clients will not be disadvantaged.

  • Clients are expected to arrive on time for their scheduled appointment. Late arrival by the client may result in a shortened treatment to avoid delaying subsequent appointments, and the full appointment fee remains payable.

  • Missed time due to late arrival cannot be added to the end of the session.

  • If a client arrives too late to proceed safely or effectively with the treatment, the appointment may be deemed a late cancellation or no-show, and the full appointment fee will be charged.

  • By proceeding with a booking, clients acknowledge and accept these terms.

 

Essen Remedial Gift Card Terms & Conditions

  • Gift vouchers cannot be exchanged for cash and are non-refundable.
  • Lost or stolen vouchers will not be replaced.
  • Gift cards cannot be cancelled once purchased.
  • If a voucher is not present during payment, the amount will be refunded once the voucher is provided.
  • Gift Cards are valid for three years from the date of issue (or as extended by us).
  • After expiry, unused value becomes the property of Essen Remedial.
  • Gift vouchers cannot be combined with other promotions, discounts, or special offers unless otherwise stated.
    Gift vouchers are a form of prepaid credit and are not redeemable in conjunction with private health insurance rebates (including HICAPS).

    When a gift voucher is used, no private health insurance claim may be made for that treatment.

    If a client wishes to claim a private health insurance rebate, the appointment must be paid for directly by the client using cash, card, or other accepted payment methods.

 

Health Conditions

  • All new clients are required to complete the Client Form prior to treatment. This allows the massage therapist to correctly prepare your massage based on your concerns and preferences.
  • Existing clients are responsible to update their client form should there be any changes to your health condition.
  • It is recommended to consult a doctor and provide a medical note/certificate for the massage therapist regarding health concerns.
  • Immediately notify the massage therapist should you feel any pain or discomfort during the massage session.
  • Essen Remedial Massage will not be liable for claims of post-treatment pain that has not been discussed during the session with the therapist.

By booking an appointment with Essen Remedial Massage, you acknowledge and agree that all therapists are independent subcontractors who are qualified, insured, and solely responsible for their own treatments. Essen Remedial Massage provides facilities, administration, and support services only, and accepts no liability for subcontractors’ clinical work or outcomes.

 

Personal Misconduct

  • All massage treatments at Essen Remedial Massage are strictly NON-SEXUAL. Any sexual requests or advances will be considered offensive, and you will be asked to leave the clinic immediately and reported to appropriate authorities.
  • Underwear must be worn for all treatments and kept on for the whole duration of the massage. Treatment will be denied against clients who do not comply. No refund will be given.
  • Your therapist has the right to stop the massage and leave the treatment room should they feel unsafe, or if any physical, sexual, verbal harassment has been made.
  • In the event of inappropriate behavior, Essen Remedial Massage reserves the rights to report to appropriate authorities.

 

Client Information

  • All private information withheld by Essen Remedial Massage is private and confidential. It is to be used solely by Essen Remedial Massage and will not be disclosed to other parties.
  • Personal information will be used to modify treatment plans or inform clients about other treatments that may be of interest/help.
  • Client details will be removed upon request.

 

Complaints

  • Essen Remedial Massage is committed to providing exceptional customer service and high-quality massage treatments tailored to support your well-being. If you experience any discomfort or dissatisfaction during your session, you are required to inform your massage therapist immediately to allow for prompt adjustments. This ensures the best possible outcome for your treatment.
  • IMPORTANT NOTE: Concerns raised after the session has concluded may be more difficult to address. Refunds or partial refunds will only be considered at the sole discretion of management, based on the circumstances, and provided that the issue was brought to the therapist’s attention during the treatment. Refunds will not be granted for treatments that have been fully rendered without prior notice of dissatisfaction.All complaints, concerns, or disputes relating to treatments, fees, cancellations, or clinic policies must be submitted in writing via email. For clarity, accuracy, and proper documentation, such matters are not discussed by phone or at reception, and reception staff are not authorised to negotiate, amend, or escalate policy-related matters verbally. Requests to speak directly with management regarding complaints or policies will be handled via email only.
  • By proceeding with the treatment, clients acknowledge and accept these terms.

Important Information

  • Available from 12 weeks of pregnancy onwards.
  • Every appointment includes a comprehensive consultation and pregnancy health assessment before treatment.
  • Every treatment is individually tailored to your stage of pregnancy, your health and your specific needs.
  • Clients are responsible for providing complete and accurate information regarding their pregnancy, medical history, medications and any pregnancy-related complications.
  • If you have a high-risk pregnancy, pregnancy complications, or have been advised by your doctor, obstetrician or midwife to seek medical clearance before receiving massage therapy, please advise our reception team before booking your appointment.
  • During your consultation, if our therapist determines that medical clearance is required before treatment can safely proceed, your appointment will be postponed until written clearance is obtained from your treating doctor, obstetrician or midwife.
  • It is the client’s responsibility to obtain any required medical clearance before treatment.
  • If treatment cannot proceed because the required medical clearance is unavailable, or because relevant medical information was not disclosed before or during the consultation, the booked appointment remains payable in accordance with Essen Remedial Massage’s Cancellation and Payment Policy, as your appointment time has been reserved exclusively for you.
  • Essen Remedial Massage reserves the right to decline or discontinue treatment where it is considered unsafe or not clinically appropriate.
  • Health fund rebates may vary depending on your level of cover and provider.