Arrival Time

Please arrive 10 minutes prior to your treatment start time to allow time for you to change and unwind. Arriving late will reduce the treatment time, to ensure the next guest is not delayed.

Reservations

To ensure your preferred time and service is available we recommend booking in advance. Credit card details or gift voucher number are required at time of booking to secure your reservation. To avoid disappointment, please note that to secure an appointment on a late evening or weekends/public holidays a minimum four weeks advance notice is generally required.

Consultation

Before your treatment your therapist will discuss your needs, likes and dislikes, noting any areas of stress or discomfort. They will then adapt the treatment to suit your personal requirements. Our goal is to completely nurture you. If at any time you feel uncomfortable, too hot or too cold, would prefer a lighter, or stronger treatment, please let the therapist know.

Public Holidays

Please note a 15% surcharge is applicable to all bookings made on public holidays and will be charged on arrival. Discounts and Gift Vouchers are not valid on these days.

Birthday Offer

Please note the following conditions when claiming our $20 Discount Birthday Offer:

• This offer is for Members only.
• Appointment must be made under the Member’s name.
• A valid identification that shows the Member’s Date of Birth must be presented to the staff.
• The offer can only be redeemed on the day of the Member’s Birthday.
• The offer only applies to full price services.
• The offer cannot be used in conjunction with any other offer or under Private Health Insurance scheme.
• The offer cannot be exchanged for cash or gift vouchers.

Gift Vouchers

Vouchers are sent directly to the recipient via specified email. Vouchers can be purchased online in various dollar value amounts and or specifically selected treatment value amounts. Once payment has been processed online you can immediately receive a voucher. To avoid disappointment, please note that to secure an appointment on a late evening or weekends/public holidays a minimum four weeks advance notice is generally required. Please note prices/treatments may vary between locations. Please note that extra charges may apply if the price of the treatment has increased since the voucher expired.

Voucher Conditions

• Vouchers are valid for 12 months from the date of purchase, which is shown in the voucher. Expired vouchers will not be honoured.
• Vouchers may be used in full or part payments towards your treatment.
• Gift voucher number must be quoted at the time of booking via through the online bookings system (Coupon/Gift Card Code section).
• If a gift voucher cannot be produced at the time of an appointment, another method of payment will be required.
• Online bookings are for 1 PERSON ONLY.
• Lost/stolen vouchers cannot be reclaimed.
• Gift vouchers are accepted on weekdays (Monday – Friday) and Saturdays only.
• Gift Vouchers are not valid on Public Holidays.

Cancellations

Cancellations without 24 hours prior notice will result in a charge for all of the service amount out of courtesy for our patrons.

Payments

We accept cash, EFTPOS, Mastercard, VISA, and American Express. We regret we do not accept Diners Club or personal cheques.

Security

We ask you to leave your valuables at home as we cannot take any responsibility for valuables left on the premises.

Spa Etiquette

To ensure the comfort and relaxation of all guests, we ask that you keep noise to a bare minimum at all times and respect that the spa is a mobile and smoke free environment. Though we love children, they are not permitted in the treatment rooms or spa lounge areas and their attendance is discouraged.

Pregnancy

It is important that you advise us your pregnancy when you make your booking. Some spa treatments may require you to be in your second trimester while others may not be suitable for pregnant guests.

Health Conditions

Please inform us at the time of booking of any medical or health conditions, allergies or injury, or if you are undergoing radiation or chemotherapy. We recommend that you discuss with your doctor which treatments are safe for you.

Bookings

To avoid disappointment, please note that to secure an appointment on a late evening or weekends/public holidays a minimum two weeks advance notice is generally required.

Group Bookings

We are more than happy host groups for birthday celebrations, hen parties and corporate groups. For groups of three or more we do require a 50% non-refundable deposit at the time of booking.

Discounts

Please be aware that discount vouchers cannot be used in conjunction with gift voucher redemptions.

Minimum Age

All guests must be a minimum of 18 years of age to use the spa facilities and services. Guests aged from 10 years may attend if accompanied by an adult.

Privacy

All personal information shared with Royal Orchid Spa & Wellness will remain private and confidential.