POLICIES | LUX Head and Body Spa

LUX Head and Body Spa – Policy Information

Important Notification – Upcoming Price Adjustments (May 2026)

To our valued clients,

On 1 October 2026 there are major legislative changes coming for surcharge fees. It has been suggested that the providers surcharge fees may be included in the subscription fee. If that is the case, then LUX Head and Body Spa will be required to increase base prices to recover the lost surcharge revenue.

We sincerely appreciate your understanding and ongoing support and thank you for being part of the LUX Head and Body Spa community.

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

Updated policy:

To improve efficiency, a deposit is now required to confirm all bookings. If add-ons are included in your appointment, the deposit amount will increase accordingly, as the system recognises these as additional services. All deposit amounts will be confirmed with you before payment is accepted.

Policy applies to new clients.
Policy applies to clients with 1 no-show or 1 cancellation.
Clients will be charged a A$ 20.63 deposit upfront.
Deposits are non-refundable.
If clients do not show up they will be charged 50% of the appointment value.
Appointments will be automatically cancelled if not confirmed within 1 hour before the appointment starts.
Clients with good attendance records may not be required to pay deposits.
When required, 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 - (Pending change as noted above)

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

Online appointments: 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.
AI-Assisted Communication: LUX Head and Body Spa uses AI technology (Bianca, our AI Booking Assistant) to assist with phone calls and secure messaging via Fresha Client Connect. Bianca is available 24/7 to help with bookings, rescheduling, cancellations, and general enquiries. All communication is logged using encryption in compliance with the Australian Privacy Principles. Human team members remain available for escalated requests and administrative tasks. For more information about AI-assisted communication and data handling, please refer to the publications on the Fresha website.

6. Refund Policy

Deposits and pre-paid services for missed appointments are non-refundable.
To ensure complete transparency, the client has the right to refuse treatment, to make changes to the treatment, or to stop the treatment at any time. However, by stopping the treatment after the first 10 minutes, there are no refunds. If you stop the treatment prior to 10 minutes, you have the right to raise your concerns with the manager on duty. Treatment time commences once the therapist is in the room ready for your service. Note: This does not apply to clients who are late to their confirmed appointment time; late arrivals are covered under Clause 10 below.
If unresolved by the manager on duty, refunds for dissatisfaction prior to 10 minutes of service must be emailed within 24 hours and are reviewed case-by-case.
Sexual Harassment: If a client engages in sexual harassment at any time — before, during, or nearing the end of the treatment — the service will cease immediately and no refund will be provided, irrespective of the 10-minute refund rule. This conduct is addressed under Clause 13 (Bullying, Harassment, and Discrimination Policy) and will result in refusal of service and may be reporting to authorities.

7. Dispute Resolution

Complaints or concerns can be submitted via the “Contact” section on the website. Decisions are made within five working days (Monday–Friday, 9 am–5 pm).

8. eGift Card Policy

Valid for one year from purchase.
Non-transferable and not redeemable for cash.
Lost or stolen vouchers cannot be replaced.
Our gift cards are electronic (eGift Cards) only.
If purchasing in‑store, the same steps apply — your eGift Card will be sent directly to your nominated email address.
To purchase an eGift Card, select your preferred venue, choose the amount, mark it as a gift, pick an animated design, enter the recipient’s details, and choose your delivery date. The receipt of purchase is at your request upon purchase.

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're running late, please notify the business directly.

10. Appointment Reminder System

12 hours before: Email reminder
3 hours before: Email 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.
Refusal to Pay Deposit: Walk-in clients are welcome but subject to availability.
No-show and Cancellation Policy: Where a deposit is required, the deposit is applied toward any 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.

17. Video Surveillance Notice

Please note that our premises is monitored by Closed Circuit Television (CCTV) for the safety and protection of our staff, clients, and property. The purpose of this system is to help maintain a secure environment and support the well-being of everyone on-site.

Cameras are positioned in visible areas, and signage is displayed to inform all visitors and team members that surveillance may be in operation. CCTV monitoring runs continuously, 24 hours a day. Recorded footage is securely stored for a limited period before being permanently deleted.

CCTV recordings may be reviewed to assist with investigations, security matters, or workplace incidents. No surveillance is conducted in private areas such as bathrooms, or change areas.

18. Products – Return and Refund Policy

At LUX Head and Body Spa, we’re committed to providing high‑quality products that complement your spa experience. All products are available for in‑store collection only — either during your appointment or by arrangement with our team.

Product Collection
Products purchased through our website or in person must be collected directly from LUX Head and Body Spa. We do not offer delivery or postage services. If a product appears available for online purchase without a service, please note that collection in person is still required.

Change of Mind
As our products are unboxed and sealed only with a protective top sticker, we cannot accept returns or exchanges once the seal has been broken. Please ensure you’re happy with your selection before finalising your purchase.

Damaged or Faulty Items
If you believe a product is faulty or has been damaged before collection, please notify our staff immediately at the time of pickup. Once the product has left our premises, we’re unable to accept returns unless a manufacturing fault is clearly identified.

Return Conditions

Products must remain sealed and in their original condition.
Proof of purchase is required for all return requests.
Returns must be approved by our team before being accepted.

Refunds
Approved refunds will be processed to your original payment method within 5–10 business days, depending on your bank or payment provider.

19. Personal Belongings Policy

We kindly ask all clients to take care of their personal belongings while visiting our spa. LUX Head and Body Spa are not responsible for any lost, misplaced, or stolen items on the premises. Please ensure you collect all personal items before leaving the spa.

Contact Us
For any questions about product collection or returns, please speak with our friendly team at LUX Head and Body Spa or contact us through our website.

End of Policy Document May 2026.