Riverstone Thai Massage Therapy & Spa – Policy Information
1. Introduction
Riverstone Thai Massage Therapy & 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, health insurance claims, workplace conduct, and safety.
2. Appointment and Cancellation Policy
Existing 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:
To align with our sister company and improve efficiency, a $20.00 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. This policy continues to apply from 1 November 2025 onward.
-
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 $105.00 (GST included). You pay a $20.00 deposit and receive an $85.00 health fund rebate. This means there’s no balance left to pay. If your rebate is higher than $85.00, the difference will be refunded to the card on file.
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.
-
Cannot be used when making health insurance claims.
9. 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:
-
Provider details appear on receipts after processing a health card via HICAPS.
-
A treatment record must be completed before each service.
-
Photos of the health card and HICAPS receipt are stored securely using SafetyCulture (encrypted with TLS and AES-256).
-
Privacy is maintained under the Australian Privacy Principles (APPs).
Online Claims:
-
If the HICAPS terminal is unavailable, provider details appear after payment and treatment record completion.
-
Clients must provide a valid health fund card at time of the service.
-
Failure to provide the health fund cards may result in ineligible claims.
-
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 regulators compliance.
10. 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.
11. Appointment Reminder System
-
12 hours before: Email reminder
-
3 hours before: Email and text reminder (with confirmation prompt)
-
1 hour before: Final email reminder
12. Staff Substitution Clause
While therapist preferences are respected, substitutions may occur due to staff availability. All therapists are trained to the same professional standard.
13. 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.
14. Bullying, Harassment, and Discrimination Policy
Riverstone Thai Massage Therapy & 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.
15. 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.
16. 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.
17. 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.
18. Video Surveillance Notice
Please note that this 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 wellbeing 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.
End of Policy Document November 2025.
