​​​​​POLICIES - UPDATE JUNE 2025
Riverstone Thai Massage Therapy kindly requests you review and adhere to the following policies:​
Infrared Sauna Session Price Reductions
We are excited to announce a reduction in prices for our large infrared sauna sessions, providing you with an opportunity to relax and unwind at a more affordable rate. Below are the updated pricing details for both 30-minute and 45-minute sessions.
30-Minute Session Pricing
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1 Person: $25
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Each Additional Person: $25
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Maximum Capacity: 4 people
45-Minute Session Pricing
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1 Person: $40
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Each Additional Person: $25
Important Notes
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Minimum Requirement: Pricing is based on a minimum of 1 person per session.
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Group Sessions: Take advantage of reduced rates for additional people, making it a perfect opportunity for a group relaxation experience.
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Updated Appointment Reminder System
At Riverstone Thai Massage Therapy & 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:
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12 Hours Before Appointment: An email will be sent to remind you of your upcoming appointment.
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3 Hours Before Appointment: You will receive both an email and a text message. The text message will prompt you to confirm your appointment.
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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, Riverstone Thai Massage Therapy & 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
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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, especially if you plan to claim through health insurance, please arrive at least 10 minutes prior to your scheduled time.
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Importance of Timeliness
Arriving early or on time is crucial for several reasons:
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Insurance Claims: Ensures that there is enough time to process the health insurance claim, including discussing any concerns you may have and ensuring the correct treatment and techniques are used.
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Customer Flow: Helps maintain the schedule for all customers, preventing delays and disruptions.
Late Arrival Policy
If you find yourself running late, please contact us as soon as possible. Here is what you need to know:
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Reduced Appointment Duration: If you arrive late without prior notice, the duration of your appointment may be reduced to avoid affecting subsequent appointments.
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No Discounts or Credits: We do not offer discounts or credits for reduced appointment times due to late arrivals without notice.
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Notification Requirement: We encourage you to notify us if you expect to be late to help us accommodate you better.
No-Show and Late Arrival Fees
To ensure fairness and efficiency, we have a strict policy regarding late arrivals:
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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.
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Automatic Deduction: If your card details are saved on file, this fee will be automatically deducted from your account.
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.
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Understanding Credit Card Security at Riverstone Thai Massage Therapy & Spa
When booking services at Riverstone Thai Massage Therapy & 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
Riverstone Thai Massage Therapy & 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 Riverstone Thai Massage Therapy & 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.
Health Insurance Claims Information
At Riverstone Thai Massage Therapy, we aim to provide clarity on health insurance claims to ensure a smooth experience for our clients. Here are the key points you need to know:
Eligible Services
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Remedial Massage Services: Only remedial massage services are eligible for health insurance claims.
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Non-Eligible Services: If you have booked a non-eligible service online, please consult with your remedial massage therapist. They can help determine if a remedial massage is the appropriate service for your needs.
Claims Processing
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Provider Details: These will be included at the bottom of your receipt but only after processing your physical or digital health card on our HICAPS terminal.
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Treatment Plan: A treatment plan must be completed with your massage therapist before each service to qualify for health fund claims.
Online Claims
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No Online Support: We do not support online health insurance claims. Please ensure you follow the above process to avoid complications.
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Responsibility: If a claim is submitted online and subsequently rejected by your health fund provider, Riverstone Thai Massage Therapy will not be responsible for any costs incurred, nor will we provide reimbursement.
We encourage all clients to discuss any questions or concerns with their therapist prior to their appointment to ensure a satisfactory experience. Your understanding and cooperation are greatly appreciated.
​Promotions & Packages
Promotional offers cannot be combined with any other offer. Upgrades, such as hot stones, hot oil, or cupping 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.
Gift Cards
Gift cards cannot be purchased through health insurance companies nor can be used as the source of payment. This is a requirement set by the health insurance providers.
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Gift cards have a 12-month expiry from the date of purchase and will not be extended if expired.
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Disclaimer
Riverstone Thai Massage Therapy reserves the right to alter, change, extend, or cancel promotions at any time without notice.
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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.
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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.
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.