Riverstone Thai Massage Therapy – Policy Information
Introduction
Riverstone Thai Massage Therapy is committed to providing a professional, safe, and respectful environment for all clients and staff. This document outlines the policies governing appointments, payments, communication, health insurance claims, workplace conduct, and safety.
Clause 1. Important Notification – Price Increases
To our valued clients,
Due to the continued rise in operating costs, including rent, wages, superannuation, and product expenses, Riverstone Thai Massage Therapy & Spa previously notified clients of a $10 (inc. GST) per service increase for remedial massage treatments, scheduled for 1 July 2026.
However, after careful consideration and in recognition of the upcoming legislative changes to payment surcharges, we have decided to adjust our approach to ease the financial impact on our valued clients.
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Effective 4 July 2026: Remedial massage treatments will increase by $5 (inc. GST) per service type. Refer to pricing schedule for more details.
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Effective 1 October 2026: From this date, businesses will no longer be permitted to charge separate payment surcharges. To comply with the Reserve Bank of Australia's 2026 payment system reforms and to recover merchant processing costs previously covered by surcharges, remedial massage treatments will increase by an additional $5 (inc. GST) per service.
By implementing these adjustments in two stages rather than a single larger increase, we aim to support our clients during this period of regulatory change while ensuring we can continue providing the highest quality treatments and maintain the standards you expect.
We sincerely appreciate your understanding and ongoing support. Thank you for being part of the Riverstone Thai Massage Therapy community.
Clause 2. Minors Policy
Clients under 18 years of age require parental or legal guardian consent and supervision in accordance with our treatment protocols. Full consent documentation is completed prior to each treatment.
Clause 3. Appointment and Cancellation Policy
Deposits are 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.
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Policy applies to new clients.
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Policy applies to clients with 1 no-show or 1 cancellation.
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Clients will be charged a 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.
For clients using health insurance, the deposit will reduce the amount you pay on the day. If your health fund covers more than expected, any extra amount will be refunded or credited at your appointment.
Example: A 60-minute remedial massage costs $110.00 (GST included). You pay a $20.00 deposit and receive a $90.00 health fund rebate. This means there's no balance left to pay. If your rebate is higher than $90.00, the difference will be refunded to the card on file.
Clause 4. Electronic Payment Fees
From 1 October 2026, Riverstone Thai Massage Therapy will not charge any payment surcharges for eftpos, Visa, or Mastercard transactions, in compliance with the Reserve Bank of Australia's 2026 payment system reforms. All service prices include merchant and processing costs. Until then, the following fees remain unchanged:
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.
Clause 5. 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.
Clause 6. Communication Policy
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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.
Clause 7. Refund Policy
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Deposits and pre-paid services for missed appointments are non-refundable.
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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 11 below.
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If the treatment includes the use of private health insurance, and the process as stated in Clause 10 has been followed, there can be no refunds after the service commenced. All rebates through health insurance providers are confirmed as soon as the HICAPS terminal has processed the claim and you have signed the receipt.
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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.
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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 15 (Bullying, Harassment, and Discrimination Policy) and will result in refusal of service and may be reported to the authorities.
Clause 8. 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).
Clause 9. eGift Card Policy
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Valid for one year from purchase.
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Non-transferable and not redeemable for cash.
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Lost or stolen vouchers cannot be replaced.
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Our gift cards are electronic (eGift Cards) only.
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If purchasing in‑store, the same steps apply — your eGift Card will be sent directly to your nominated email address.
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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.
Clause 10. Health Insurance Claims
Eligible Services: Only remedial massage services qualify for health insurance claims.
Non-Eligible Services: Clients booking non-eligible services should consult their therapist for advice.
In-Store Claims:
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Provider details appear on receipts after processing a health card via HICAPS.
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A treatment record must be completed before each service.
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Photos of the health card and HICAPS receipt are stored securely using SafetyCulture (encrypted with TLS and AES-256).
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Privacy is maintained under the Australian Privacy Principles (APPs).
Online Claims:
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If the HICAPS terminal is unavailable, provider details appear after payment and treatment record completion.
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Clients must provide a valid health fund card at time of the service.
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Failure to provide the health fund cards may result in ineligible claims.
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Riverstone Thai Massage Therapy is not responsible for rejected claims due to incomplete information.
Summary:
Clients are responsible for ensuring claim requirements are met. Claims are processed only after treatment records and payments are completed. These requirements are mandatory to ensure we meet the regulatory compliance.
Clause 11. Late Arrival and No-Show Policy
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15-Minute Rule: Arrivals more than 15 minutes late without notice incur a 50% no-show fee.
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Within 15 Minutes: The session will be shortened, and the full treatment fee applies.
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If you're running late, please notify the business directly.
Clause 12. Appointment Reminder System
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12 hours before: Email reminder
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3 hours before: Email reminder (with confirmation prompt)
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1 hour before: Final email reminder
Clause 13. Staff Substitution Clause
While therapist preferences are respected, substitutions may occur due to staff availability. All therapists are trained to the same professional standard.
Clause 14. Frequently Asked Questions (FAQs)
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Deposit Fees: Standard payment processing fees currently apply to deposits and saved card charges. From 1 October 2026, payment surcharges will no longer be charged to clients. All merchant processing costs will be included in the base service price.
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Two-Step Verification: Some banks require additional verification for online bookings.
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Refusal to Pay Deposit: Walk-in clients are welcome but subject to availability.
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No-show and Cancellation Policy: Where a deposit is required, the deposit is applied toward any no-show or cancellation fees.
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Declined Payments: If a card is declined, the appointment may be cancelled or marked unpaid. Accounts with unpaid balances may be blocked.
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Capture Card Details: Fresha applies a fixed fee to the business for each appointment confirmed with a card. From 1 October 2026, this fee will be absorbed into service pricing and will not be charged separately to clients.
Clause 15. Bullying, Harassment, and Discrimination Policy
Riverstone Thai Massage Therapy 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).
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Bullying: Repeated unreasonable behaviour creating health or safety risks.
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Harassment: Unwelcome conduct that offends, humiliates, or intimidates.
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Sexual Harassment: Any unwelcome sexual conduct, including comments, gestures, or contact.
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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, and the business meets its legal positive duty to take proactive steps to prevent workplace sexual harassment under NSW and Commonwealth law.
Consequences: Staff may face disciplinary action, including termination. Clients may be refused service and, if it continues, may be reported to the authorities.
Continuous Improvement: Ongoing training and communication ensure a respectful and inclusive environment.
Clause 16. 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.
Clause 17. 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.
Clause 18. 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.
Clause 19. Video Surveillance Notice
Please note that these premises are 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, change rooms, or the sauna room.
Clause 20. Personal Belongings Policy
We kindly ask all clients to take care of their personal belongings while visiting our spa. Riverstone Thai Massage Therapy is not responsible for any lost, misplaced, or stolen items on the premises. Please ensure you collect all personal items before leaving the spa.
End of Policy Document July 2026.
