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POLICIES - SEPTEMBER 2025

LUX Head and Body Spa kindly requests you review and adhere to the following policies:​

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LUX Head and Body Spa is dedicated to providing a premium spa experience, offering a wide range of services designed for relaxation and rejuvenation. Our offerings include:

  • Upper and Lower Body Spa Treatments

  • Spa Massage Services

  • Head Steaming

  • Hot Stone Therapy

  • Aromatherapy (customizable to your preference)

  • Foot Detox

  • Tailored Massage Therapy for Relaxation

 

LUX welcomes clients of all genders and ages, ensuring everyone can enjoy our modern, tranquil environment. The spa features 5 spa tables, a stylish reception area, a dedicated beauty space, and an inviting after-service relaxation room.

 

To enhance your experience, LUX also provides a complimentary self-service hair drying station, fully equipped with everything you need to leave feeling refreshed and pampered. Assisted basic hair drying services are available as part of select treatments or as an upgrade.

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Location: LUX Head and Body Spa is conveniently located at: Units 1, 2, and 4, 63 Garfield Road East, Riverstone (Right of the 7 Eleven and above the Biryani Corner Restaurant)

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Appointment Reminder System

At LUX Head and Body Spa, we strive to provide a seamless experience for all our clients. To ensure that appointments are well-managed and that we can accommodate as many clients as possible, we have updated our appointment reminder system. Here's how it works:

Appointment Reminders

To keep you informed and reminded of your upcoming appointments, you will receive a series of reminders:

  • 12 Hours Before Appointment: An email will be sent to remind you of your upcoming appointment.

  • 3 Hours Before Appointment: You will receive both an email and a text message. The text message will prompt you to confirm your appointment.

  • 1 Hour Before Appointment: A final email reminder will be sent.

 

Confirming Your Appointment

To confirm your appointment, you will need to enter your card details. This process helps us ensure that your booking is secured and ready for your visit.

Unconfirmed Appointments

If an appointment is not confirmed, we will attempt to contact you to remind you of the need for confirmation. In cases where confirmation is not received, LUX Head and Body Spa reserves the right to cancel the appointment. This measure ensures that our schedule remains flexible and available for clients who are ready to confirm their bookings.

Cancellations

In the event that an appointment is cancelled, whether by the client or by us, you will receive both an email and a text message confirming the cancellation. This step guarantees that all parties are informed and that our booking system remains consistent and reliable.

By following this updated reminder system, we aim to provide efficient service to all our valued clients 

  • The cancelation policy applies to customers cancelling thier own appointments, Cancel for free up to 2 hours ahead, otherwise you will be charged 30% of the service price for late cancellations or 50% for not showing up. These costs cover our staff expenses especially when not arriving to your appointment.

 

Appointment Policy and Guidelines

Our business operates similarly to a doctor's or dentist's office, which means it is essential for you to arrive punctually for your appointment. To ensure a smooth process, please arrive at least 10 minutes prior to your scheduled time.​

 

Late Arrival Policy

If you find yourself running late, please contact us as soon as possible. Here is what you need to know:

 

No-Show and Late Arrival Fees

To ensure fairness and efficiency, we have a strict policy regarding late arrivals:

We appreciate your understanding and cooperation in helping us maintain a seamless experience for all our clients. Your attention to these guidelines ensures that everyone receives the best possible service.

  • Reduced Appointment Duration: If you arrive late without prior notice, the duration of your appointment may be reduced to avoid affecting subsequent appointments.

  • No Discounts or Credits: We do not offer discounts or credits for reduced appointment times due to late arrivals without notice.

  • Notification Requirement: We encourage you to notify us if you expect to be late to help us accommodate you better.

  • 15-Minute Rule: If your lateness exceeds 15 minutes and you have not notified us, a 50% no-show fee will be applied to your account.

  • Automatic Deduction: If your card details are saved on file, this fee will be automatically deducted from your account.

 

Understanding Credit Card Security at LUX Head and Body Spa

When booking services at LUX Head and Body Spa through the Fresha platform, it's natural to have concerns about the security of your credit card details. Here's what you need to know about how your financial information is protected.

 

Encrypted and Secure Transactions

Fresha employs advanced encryption technologies to ensure that your credit card details remain confidential and secure. This means that your information is transformed into a secure code during transmission, making it extremely difficult for unauthorized parties to access or decipher.

 

Limited Access to Card Details

LUX Head and Body Spa does not have direct access to your credit card information. Instead, all payment transactions are managed by the Fresha platform, which acts as a trusted intermediary. This separation ensures that your sensitive data is not stored or accessible by us.

 

Billing Transparency

Your credit card will not be charged without your explicit approval, with the exception of the cancellation policy. This policy is clearly outlined at the time of booking, ensuring that you are fully aware of any potential charges related to changes or cancellations of your appointment.

 

Eftpos Fees

Our software provider Fresha charges fees when making payments online or through the Eftpos terminal. These fees are paid directly to fresha when using thier facilities. If making payments with cash the fees are obviously not applicable, however we still charge the service fee amount as all amounts listed include GST. 

 

Conclusion

In summary, when you book with LUX Head and Body Spa through Fresha, you can feel confident that your financial information is handled with the utmost care. The use of encryption, limited access to card details, and clear billing policies work together to provide a secure and trustworthy payment experience.​

 

​Promotions & Packages

Promotional offers cannot be combined with any other offer. Upgrades, such as basic assisted blow dry, hot stones, or oil upgrades are inclusive and durations are not applicable. Credits for these items with packages or promos, if not desired by the clients will not be applied. Promotions cannot be purchased through gift cards, or memberships and are not redeemable for cash. ​

 

Basic Assisted Blow Dry

Where the basic assisted blow dry is not included, adding this upgrade to your booking will provide an additional additional 10m to the service duration.

* Note: as the complementary self-serve blow dry is included to all Head Spa services, if selecting this upgrade our staff will provide the basic assisted blow dry after the service, where if you are wanting further time, the complimentary would be after the assisted timeframe expires. (No styling included)

 

Gift Cards

Gift cards have a 12-month expiry from the date of purchase and cannot be extended once passes the expiry date. ​

 

Disclaimer

LUX Head and Body Spa reserves the right to alter, change, extend, or cancel promotions at any time without notice.​

 

Bullying & Harassment

Providing a respectful workplace for all employees. Workplace bullying and harassment is unacceptable and a risk to health and safety because it may affect the mental and physical health of workers.​

 

Sexual harassment in the workplace

To be sexual harassment, it has to be reasonable to expect that there is a possibility that the worker being sexually harassed would be offended, humiliated or intimidated. Some forms of sexual harassment can also be considered bullying if the behaviour is repeated or continuous. But unlike bullying, sexual harassment does not need to be continuous or repeated behaviour, it can be a one-off event. There is also no need to establish a risk to health and safety. 

 

Discrimination in the workplace

Bullying is different from discrimination. The Fair Work Act prohibits an employer from taking adverse action against an employee for discriminatory reasons, including their sex, race, religion or gender. Adverse action can include firing or demoting someone. Bullying doesn't have to be related to a person’s or group's characteristics. Adverse action doesn’t have to have happened for bullying to occur.

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For further information on our policies or procedures, please feel free to consult with a friendly staff member or review the Fair Work Ombudsman website. Thank you for your understanding and cooperation.

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