POLICIES | LUX Head and Body Spa

LUX Head and Body Spa – Policy Information

1. Introduction

LUX Head and Body Spa is committed to providing a professional, safe, and respectful environment for all clients and staff. This information outlines the policies governing appointments, payments, communication, workplace conduct, and safety.

2. Appointment and Cancellation Policy

Current Policy:
Clients may cancel or alter appointments up to 2 hours before the scheduled time without charge. Cancellations made within 2 hours incur a 30% fee, and no-shows incur a 50% fee of the service price.

Updated Policy Inclusive (effective 1 November 2025):

To align with our sister company and to ensure effectiveness, we are introducing a $20.00 deposit to confirm any future bookings. This policy continues to apply from 1 November 2025 onward.

The deposit goes toward the total cost of your service.
If the deposit isn’t paid, the booking system may not accept the appointment.

3. Electronic Payment Fees (as of October 2025)

Payment Type - Fee

Online Payments - 1.39% + A$0.28 per transaction

In‑Store Payments - 1.09% + A$0.26 per transaction + A$0.12 per Tap to Pay

Manual Card Entry - 1.90% + A$0.26 per transaction

Card Confirmation - A$0.31 per transaction (paid by business)

All electronic payment fees are managed by a third‑party provider. For more information, please visit fresha.com/pricing.

4. Payment Security

Fresha uses bank-level encryption and trusted providers such as Adyen. Card details are encrypted and not fully stored. Two-step verification may be required by banks for added security. In-person payments are recommended for lower-risk transactions.

5. Communication Policy

By booking online and providing contact details, clients consent to receive appointment-related communications via SMS or email. Marketing messages can be opted out of at any time through the Fresha account settings.

6. Refund Policy

Deposits and pre-paid services for missed appointments are non-refundable.
Refunds for dissatisfaction are reviewed case-by-case and must be requested within 24 hours of the appointment.
All refund decisions are made by the business owner within five working days.

7. Dispute Resolution

Complaints or concerns can be submitted via the “Contact” section on the website. The business will respond within five business days.

8. Gift Voucher Policy

Valid for one year from purchase.
Non-transferable and not redeemable for cash.
Lost or stolen vouchers cannot be replaced.

9. Late Arrival and No-Show Policy

15-Minute Rule: Arrivals more than 15 minutes late without notice incur a 50% no-show fee.
Within 15 Minutes: The session will be shortened, and the full treatment fee applies.
If you are becoming late, only calls to the business will be accepted.

10. Appointment Reminder System

12 hours before: Email reminder
3 hours before: Email and text reminder (with confirmation prompt)
1 hour before: Final email reminder

11. Staff Substitution Clause

While therapist preferences are respected, substitutions may occur due to staff availability. All therapists are trained to the same professional standard.

12. Frequently Asked Questions (FAQs)

Deposit Fees: Standard payment processing fees apply to deposits and saved card charges.
Two-Step Verification: Some banks require additional verification for online bookings.
Existing Appointments: Policies apply only to bookings made after 1 November 2025.
Refusal to Pay Deposit: Walk-in clients are welcome but subject to availability.
Deposit Forfeiture: Deposits are non-refundable for no-shows or late cancellations.

No-show and Cancellation Policy: Remains current, and where the deposit is required, the deposit of the $20.00 is deducted of the no-show or cancellation fees.
Declined Payments: If a card is declined, the appointment may be cancelled or marked unpaid. Accounts with unpaid balances may be blocked.
Capture Card Details: Fresha applies a fixed fee for each appointment confirmed with a card.

13. Bullying, Harassment, and Discrimination Policy

LUX Head and Body Spa maintains a zero-tolerance stance towards bullying, harassment, sexual harassment, and discrimination. All conduct must comply with the Fair Work Act 2009 (Cth), Sex Discrimination Act 1984 (Cth), and Anti-Discrimination Act 1977 (NSW).

Bullying: Repeated unreasonable behaviour creating health or safety risks.
Harassment: Unwelcome conduct that offends, humiliates, or intimidates.
Sexual Harassment: Any unwelcome sexual conduct, including comments, gestures, or contact.
Discrimination: Unfavourable treatment based on protected attributes such as race, gender, age, or disability.

Reporting:
Reports can be made to the owner or manager in person, by phone, or via the website. All complaints are confidential and investigated promptly. Retaliation is prohibited.

Consequences:
Staff may face disciplinary action, including termination. Clients may be refused service and when continues, reported to the authorities.

Continuous Improvement:
Ongoing training and communication ensure a respectful and inclusive environment.

14. Work Health and Safety (WHS) Statement

The business complies with the Work Health and Safety Act 2011 (NSW). Hazards are identified and managed proactively, facilities are maintained hygienically, and staff receive safety training. Everyone shares responsibility for maintaining a safe environment.

15. Confidentiality Statement

All personal, medical, and employment information is confidential and used only for legitimate purposes. Data is securely stored and shared only with consent or as required by law.

16. Social Media and Public Conduct Policy

All online communication representing the business is managed by authorised staff. Interactions with clients, colleagues, and the public must remain respectful and professional at all times, including outside work hours, to uphold the business’s reputation and values.

End of Policy Document October 2025.