LUX Head and Body Spa – Client Policies
Introduction
LUX Head and Body Spa aims to provide safe, respectful and professional relaxation and spa experiences. This policy explains our booking, payment, service, cancellation, privacy, safety and conduct procedures.
This policy must be read with the current service menu and booking confirmation. Our policies operate in addition to, and do not exclude, restrict or modify, any rights or remedies available under the Australian Consumer Law or other applicable law.
Business identity
LUX Head and Body Spa operates under LUX Remedial Massage Pty Ltd. Our premises are at 63 Garfield Road East, Riverstone NSW 2765. Contact details for LUX are shown on the LUX website and booking confirmation.
LUX provides relaxation-only massage and spa experiences. LUX does not provide remedial massage, injury-repair treatment or medical treatment. Where a guest requires remedial or injury-related treatment, LUX may refer the guest to Riverstone Thai Massage Therapy & Spa, a separate business at 45 Garfield Road East, Riverstone NSW 2765.
Separate businesses — A referral, nearby location, partner facility or other suggested venue does not change the booking entity, supplying business or party charging for the appointment. The business named on the booking confirmation is the business supplying and charging for that appointment.
Clause 1. Pricing, inclusions and price changes
Head spa, hair washing and blow-dry inclusions or exclusions will be stated in the service menu or booking confirmation. A package does not include a hair wash, blow-dry, facial treatment, facial product, vapour therapy, sauna use, room facility or other add-on unless that inclusion is expressly stated.
Exact current prices, mandatory fees, durations, inclusions, exclusions and add-ons are those shown in the current service menu and booking confirmation. These details are disclosed before booking or payment where applicable. Price changes apply from the stated effective date and are not retrospective unless required by law.
Prices are displayed in Australian dollars. Refer to pricing catalogs for current service description, durations and pricing.
Clause 2. Minors
Guests under 18 require any consent and supervision required by our procedures and applicable law. Required consent documentation must be completed before treatment. Not every service is suitable or available for every minor.
Clause 3. Bookings, deposits and confirmations
Guest checks — Guests should check the confirmation for the business name, location, date, time, service, duration, price, inclusions, exclusions and add-ons.
Confirmation — A booking is not confirmed until the required deposit or confirmation is received. An unconfirmed booking may be cancelled before the appointment.
Deposit application — A deposit is applied towards the appointment cost and may be retained or applied to a permitted cancellation or no-show charge, subject to applicable law.
A deposit may be required to secure a booking. The amount and any applicable conditions will be confirmed before payment. Add-ons or changes may alter the amount payable.
Clause 4. Service identity, locations and facilities
Requests made on arrival are subject to availability and may require an additional booking, fee or time. Services are provided only as described in the confirmed booking.
Any hair washing, facial treatment, vapour therapy, product, blow-dry, room facility, or other add-on must be expressly included in the confirmed booking.
If a booking refers to another location or facility, that location or facility is not a different service provider unless the booking expressly identifies a different supplying business. Guests should ask before treatment if they are unsure about the business, location, service or inclusions.
The business named on the booking confirmation supplies and charges for the appointment. A referral to Riverstone Thai Massage Therapy & Spa requires separate confirmation and does not transfer, replace or change a LUX Head and Body Spa booking.
Clause 5. Cancellations and rescheduling
Guests are asked to provide at least 24 hours’ notice when cancelling or rescheduling. Cancellations or rescheduling requests made within 2 hours of the appointment start time may result in the deposit being retained and a cancellation fee being charged, where permitted by law and disclosed in the booking terms. Exceptional circumstances may be considered.
A deposit may be required to confirm a booking. The deposit amount and any applicable conditions will be shown before payment. If a guest does not attend, or cancels or reschedules within 2 hours of the appointment, the deposit may be retained and any additional cancellation or no-show charge may apply only where disclosed in the booking terms and permitted by law. Exceptional circumstances may be considered.
Appointments may be automatically cancelled if they have not been confirmed at least 1 hour before the scheduled start time. Guests should contact LUX as soon as possible if they need to cancel, reschedule or report an exceptional circumstance. Nothing in this clause excludes, restricts or modifies rights that cannot lawfully be excluded under the Australian Consumer Law or other applicable law.
Clause 6. Payment security and reconciliation
Guests should check receipts and promptly report apparent payment discrepancies so they can be investigated.
Before 1 October 2026, any card surcharge had to be disclosed in advance and could not exceed the permitted cost of accepting that card type. From 1 October 2026, LUX no longer separately charges a prohibited card-payment surcharge and instead includes applicable merchant and processing costs in advertised prices, subject to the law then in force.
Payment and booking providers may process booking, payment and card information as reasonably necessary to confirm appointments, process payments, maintain records and meet legal or provider requirements. Card details are handled through the systems and providers used by LUX and are not intended to be stored in full by LUX.
Clause 7. Communications
Marketing communications are separate and may be opted out of using available unsubscribe or account controls. Opting out of marketing does not stop necessary appointment communications.
By providing contact details and booking, guests consent to appointment-related communications reasonably necessary to administer the appointment, including confirmations, reminders, changes, cancellations and payment information.
Clause 8. Refunds, treatment changes and service concerns
Guests may ask reasonable questions, request changes or ask a service to stop at any time. Guests should raise concerns promptly with the therapist or manager so LUX can try to resolve them.
If a guest changes their mind or stops a service after it has started, the service price may remain payable for the time reserved and service provided, subject to rights that cannot lawfully be excluded.
Refunds, partial refunds, credits, repeat services and other remedies are assessed under the Australian Consumer Law. This includes circumstances where services are not provided with due care and skill, are not fit for a purpose disclosed by the guest, or are materially different from the confirmed booking. This policy does not impose an absolute no-refund rule.
Nothing in this policy excludes, restricts or modifies rights available under the Australian Consumer Law.
Clause 9. Late arrival and no-show
If a guest is more than 15 minutes late without notice, the appointment may be treated as a late cancellation or no-show. A reasonable charge of up to 50% of the appointment value may apply where permitted by law and disclosed in the booking terms.
Arrivals within 15 minutes of the appointment time may receive a shortened session while the full booked service price may still apply, where this was disclosed at booking. Guests should contact LUX as soon as possible if they expect to be late or cannot attend.
LUX may consider exceptional circumstances, including unforeseen vehicle breakdowns, flat tires, accidents, illness or emergencies, on a case-by-case basis. To help assess a request, guests may voluntarily provide a brief explanation or reasonable supporting information. LUX will not require a photograph or other evidence as a compulsory condition of considering an exception, and guests should not send unnecessary personal information, including images of people, vehicle registration details, precise location information or medical details. Any information voluntarily provided will be handled in accordance with the Privacy Policy and used only to assess the booking request.
Any retained deposit or cancellation or no-show charge will be limited to the amount disclosed before booking and permitted by law. This clause does not exclude, restrict or modify rights that cannot lawfully be excluded under the Australian Consumer Law or other applicable law.
Clause 10. Gift cards, vouchers and credits
Paid gift cards are generally valid for at least three years from purchase, subject to applicable law and the expiry date shown at purchase and on the gift card. Post-purchase fees will not be charged except where a lawful exception applies.
Gift cards may be redeemed for eligible LUX services according to the redemption rules, exclusions and expiry stated at purchase. They are not redeemable for cash except where required by law. Lost, stolen, deleted or misused cards may be replaced only where the purchase and remaining balance can be verified and the issuing platform permits assistance.
Any credit or goodwill offer is subject to the written terms provided with that offer. All gift-card and credit terms operate subject to applicable law.
Clause 11. Health information, suitability and safety
Guests must disclose relevant medical conditions, allergies, pregnancy, skin sensitivity, medication or other circumstances that may affect the safety or suitability of a relaxation or spa service.
LUX may decline, modify or stop a service where reasonably necessary for guest or staff safety. Consultation information, health information and treatment records are collected only for reasonably necessary service, safety, payment, insurance, legal and administrative purposes.
LUX services are for relaxation and general wellbeing. They do not constitute medical advice, do not treat injuries or medical conditions, and do not guarantee a particular result. Guests should obtain independent medical advice where appropriate.
Clause 12. Therapist preferences and substitutions
LUX will make reasonable efforts to accommodate therapist preferences, including gender preferences, subject to availability and changing schedules. Specific attributes are not guaranteed unless expressly confirmed.
A therapist substitution may occur due to availability. Guests may contact LUX before treatment to discuss available options.
Clause 13. Appointment reminders
Reminders may be sent by email or SMS before an appointment. Delivery times and channels may vary, and reminder delivery is not guaranteed. Guests remain responsible for checking the booking confirmation and contacting LUX about errors.
Clause 14. Complaints and dispute resolution
Complaints or concerns may be submitted using the LUX contact details shown on the website or booking confirmation. LUX will aim to acknowledge and review complaints promptly. Complex matters may take longer, and LUX will communicate if more time is needed.
Guests retain any rights to contact a relevant regulator, payment provider or other lawful dispute-resolution body.
Clause 15. Respectful conduct and sexual harassment
LUX maintains a zero-tolerance standard for bullying, harassment, sexual harassment, discrimination, threats, abuse, intoxication and other unsafe or inappropriate conduct.
Sexual harassment includes unwelcome sexual comments, gestures, contact or other conduct. LUX may refuse, modify or immediately stop a service to protect guests, staff and others on the premises. Serious inappropriate conduct may be reported to relevant authorities where appropriate.
If a service stops because of serious inappropriate conduct, the guest may remain liable for the portion already provided or reserved, subject to applicable law.
Clause 16. Reviews and goodwill resolutions
Goodwill services, credits, refunds, discounts or other resolution offers are not conditional on removing, changing or withholding a review or public comment. Any goodwill offer is separate from a guest’s decision to provide public feedback.
Clause 17. Privacy and confidentiality
LUX may collect contact, booking, payment, consultation, health and treatment information, including information about contraindications and service notes. We collect it for reasonably necessary booking, service, safety, payment, insurance, legal, administrative and business purposes.
Information may be stored in the booking, payment, consultation and business record systems used by LUX and its service providers. Storage locations and systems may vary.
LUX uses reasonable security measures appropriate to the information and systems used, but absolute security cannot be promised.
Information may be shared with reasonably necessary booking, payment, technology, insurer, professional, legal or government service providers, or where authorised, consented to or required by law.
Guests may request access to or correction of their personal information using the LUX contact details shown on the website or booking confirmation. Privacy concerns should first be raised with LUX.
Clause 18. CCTV and video surveillance
CCTV may operate in visible shared areas only for safety, security, incident investigation and property protection. Cameras are not used in treatment rooms, bathrooms, or the change rooms.
Signage is displayed where required. Recordings are retained for a limited period and then deleted in accordance with operational and legal requirements. Access to or disclosure of recordings is limited to reasonably necessary security, safety, investigation, workplace, legal or authorised purposes.
Clause 19. Personal belongings
Guests should take care of personal belongings and collect all items before leaving. LUX is not responsible for lost, misplaced or stolen property except to the extent liability cannot lawfully be excluded or limited. Guests should promptly contact LUX if an item may have been left behind.
Clause 20. Policy changes and governing wording
LUX may update this policy from time to time. The version available at the time of booking generally applies, subject to applicable law and rights that cannot lawfully be excluded.
Policy reviewed 1 October 2026.
This policy explains LUX’s operating procedures and must be read with the current service menu and booking confirmation. If there is an inconsistency, applicable law prevails.
Universal ACL statement
Our policies operate in addition to, and do not exclude, restrict or modify, any rights or remedies available under the Australian Consumer Law or other applicable law.