Last updated: [Insert Date]

1. Confirmation of appointments

To secure your booking, you must confirm your appointment. We will email you 48 hours before your scheduled time. If you do not respond, we will send a text message 24 hours before. If we still do not receive confirmation, we will call you.

If your appointment has not been confirmed by 2:00pm the day before, we may cancel the booking and release the time to other clients. We appreciate your understanding.

2. Cancellation notice

We kindly ask for at least 24 hours’ notice if you need to cancel or reschedule.

• For appointments over $100, a 50% deposit or valid credit card is required at the time of booking.
• If you cancel with less than 24 hours’ notice, 50% of the appointment value will be charged.
• No-shows will be charged 100% of the appointment value.

3. What time should I arrive?

To fully enjoy your experience, please arrive at least 10 minutes before your scheduled appointment. Late arrivals may result in a reduced treatment time.

4. Specials and promotions and discounts

Only one offer, discount or promotion may be used per purchase. Promotions, specials, and coupons cannot be combined with one another.

5. Gift Vouchers

Gift vouchers are a perfect gift and may be redeemed for services or products at participating Urban Spa locations.

• Vouchers are not refundable, exchangeable, or redeemable for cash.
• Full-price vouchers are valid for 3 years from the date of purchase.
• Special online promotions and monthly specials have specific expiry dates, which may be shorter.
• Vouchers cannot be redeemed for injectables or for purchases in the online store unless specified.
• Only one voucher per person may be used per treatment.
• Some online promotional vouchers have special rules (e.g. validity periods and booking conditions).

Promotional offers sold online are valid only under the specific terms stated at the time of purchase.

• Offers may not be used with any other promotion.
• If multiple treatments are purchased, the voucher value may be applied to other services, products, or treatments.
• No refunds are available for incorrect choices or purchases.
• Group bookings are not permitted under certain promotional terms.

6. Online Promotions

1 voucher per client, 1 treatment per client per year. Can not be used with any other offer or promotion. If multiple treatments are purchased the voucher $ value can be used towards another treatment, service or product purchase in store. Refunds are unavailable for incorrect choice or purchase. Vouchers are valid for 2 weeks. Group bookings are not allowed.

7. Savings Plans, Memberships & Treatment Programs

• These products can only be redeemed at the location where purchased.
• They are non-refundable and cannot be redeemed for cash.
• Savings plans, memberships, and treatment programs may be transferred to another client or converted to credit toward services, products, or vouchers.
• Expiry and redemption rules vary by product — generally up to 12 months.
• Cannot be used in conjunction with other discounts or promotions.

8. Payment

We accept a range of payment options including:

• Cash
• Bank Card
• Visa & MasterCard
• EFTPOS

9. Pregnancy & Points of Care

Your comfort and safety are our priority. Some treatments may be modified if you are pregnant, including avoiding deep pressure in certain areas and the use of certain products.

10. Website Usage, Copyright & Intellectual Property

All website content — including text, images, graphics, and trademarks — is owned by Urban Spa or its licensors and protected by Australian and international intellectual property laws.

You may print or download materials only for the purpose of placing an order via this website. Any other use, reproduction, modification, distribution, or commercial exploitation is prohibited without prior written consent.

Notes on legal compliance

This revised version keeps your existing structure but improves clarity, consistency, and user trust — elements that are also important under Australian Consumer Law and best practice terms (which should reference payment, cancellation, refunds, rights, and obligations clearly).