Riverstone Thai Massage Therapy & Spa – Client Policies
Introduction
We aim to provide safe, respectful and professional services. This policy explains booking, payments, communications, service locations, treatment concerns, health claims, conduct, privacy and safety.
This policy must be read with the service menu, booking confirmation and any applicable privacy notice. Nothing in it excludes, restricts or modifies rights that cannot lawfully be excluded under the Australian Consumer Law or other applicable law. If there is an inconsistency, applicable law prevails.
Business identity
Riverstone Thai Massage Therapy & Spa operates under DOCXSPECT PTY LTD, ABN 16 637 430 105. Our premises are at 45 Garfield Road East, Riverstone NSW 2765.
We provide massage and spa services, including eligible remedial massage services where described in the current service menu. For bookings, questions or concerns, use the Contact section of the Riverstone Thai Massage Therapy & Spa website or call 02 8809 7600.
Clause 1. Pricing and price changes
Prices are displayed in Australian dollars and normally include GST unless stated otherwise. Prices, inclusions and availability are those shown in the current service menu and booking confirmation.
The staged price adjustment was introduced in May 2026. The initial $5 increase applied in July 2026 to remedial treatments only. An additional $5, including GST, applies to all services from 1 October 2026. Price changes apply to bookings and services from the relevant effective date and are not retrospective.
Clause 2. Minors
Clients under 18 require the consent and supervision required by our treatment protocols 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
A deposit may be required to secure a booking, particularly for new clients, clients with a cancellation or no-show history, or where the booking system requires one. The exact deposit will be confirmed before payment. Add-ons may increase the deposit.
-
Deposit application — A deposit is applied toward the appointment cost and may be retained or applied to a permitted cancellation or no-show charge, subject to applicable law.
-
Confirmation — A booking is not confirmed until the required deposit or confirmation is received. An unconfirmed booking may be cancelled, including by the booking system, before the appointment.
-
Client checks — Clients must review the confirmation for the business name, location, date, time, service, duration, inclusions and price.
Clause 4. Service identity, locations and partner facilities
The business named on the booking confirmation is the business providing and charging for the booked appointment.
A service may sometimes be offered at another premises or with the assistance of a wellness partner where facilities or availability make that appropriate. A suggested partner location does not add, replace or change a service unless the revised service is expressly confirmed in writing or in the booking system.
Clients must ask before treatment if they are unsure about the business, location, service, duration, products or inclusions. Services are provided only as described in the confirmed booking. Requests for hair washing, facial treatments, particular products, room facilities or additional services are subject to availability and must be confirmed before treatment begins.
Clause 5. Cancellations and rescheduling
We ask clients to provide at least 24 hours’ notice if they need to cancel or reschedule an appointment.
A late cancellation may result in the deposit being retained or a reasonable cancellation fee being charged where permitted by law and reasonably necessary to cover the loss caused by the late cancellation. Exceptional circumstances may be considered at the business’s discretion. This clause does not limit any consumer rights that cannot lawfully be excluded.
Clause 6. Payment security and reconciliation
Payment providers and booking systems may process booking, payment and card information as reasonably necessary to provide services, confirm appointments, process payments, maintain records and meet legal or provider requirements. Card details are handled through the systems and service providers used by the business and are not intended to be stored in full by the business.
Banks may require two-step verification for online bookings or payments. Clients should check their receipts and promptly report apparent discrepancies so they can be investigated.
Any card surcharge will be disclosed before payment and will not exceed the permitted cost of accepting that card type. From 1 October 2026, the business will not separately charge a prohibited card-payment surcharge and will instead include applicable merchant and processing costs in advertised service prices, subject to the law then in force.
Clause 7. Communication policy
By providing contact details and booking, clients consent to appointment-related SMS, email or other booking communications reasonably necessary to administer the appointment. These may include confirmations, reminders, changes, cancellations and payment information.
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.
Calls may be recorded or transcribed for booking accuracy, training, security or service improvement, subject to applicable law and any available opt-out process. Any recording notice provided at the start of a call should be reviewed by the caller.
Clause 8. Refunds, treatment changes and service concerns
Clients may refuse a treatment, request reasonable changes or ask for it to stop at any time. Treatment time starts when the therapist is in the room and ready to provide the booked service.
Clients should raise concerns immediately with the therapist or manager so the business can try to resolve them. If a client stops a treatment for personal preference or change of mind after the service has commenced, the booked fee may remain payable for the time reserved and service already provided, subject to rights that cannot lawfully be excluded.
If a client stops before 10 minutes, they may raise the concern with the manager and, if unresolved, email a refund request within 24 hours for case-by-case review. A request made after 10 minutes may still be reviewed where the client alleges the service was not provided with due care and skill, was materially different from the confirmed booking, or another legal remedy applies.
Refunds, partial refunds, credits, repeat services or other remedies will be assessed in accordance with the Australian Consumer Law. This policy does not promise an automatic refund or impose an absolute no-refund rule.
Clause 9. Late arrival and no-show
If a client is more than 15 minutes late without notice, the appointment may be treated as a late cancellation or no-show and a reasonable fee of up to 50% of the appointment value may apply where permitted by law.
Arrivals within 15 minutes may have a shortened session while the full booked fee applies. Clients should contact the business as soon as possible if delayed. Exceptional circumstances may be considered at the business’s discretion.
Clause 10. Gift cards and vouchers
Standard paid eGift Cards are valid for at least three years from purchase unless a statutory exception applies, subject to the expiry shown at purchase and on the eGift Card.
-
Use — eGift Cards may be redeemed for eligible services at Riverstone Thai Massage Therapy & Spa and are not redeemable for cash except where required by law.
-
Replacement — Lost, stolen, deleted or misused cards may not be replaced unless the purchase and remaining balance can be verified and the issuing platform permits assistance.
All gift-card terms operate subject to the Australian Consumer Law and applicable NSW gift-card requirements.
Clause 11. Health information, suitability and safety
Clients must disclose relevant medical conditions, allergies, injuries, pregnancy, skin sensitivity, medication or other circumstances that may affect the safety or suitability of a treatment.
The business may decline, modify or stop a treatment where reasonably necessary for client or therapist safety. Treatment records and medical history are collected only for reasonably necessary treatment, safety, payment, insurance, legal and administrative purposes.
Our services are not medical advice and no particular treatment result is guaranteed. Clients should obtain independent medical advice where appropriate.
Clause 12. Health insurance claims
Only eligible remedial services may be claimable through private health insurance. Relaxation, spa and other non-eligible services may not qualify.
Claims depend on client eligibility, the fund’s rules, a valid card, provider details, completed treatment records, payment and successful HICAPS processing. The business does not guarantee a rebate or accepted claim.
Clients must submit claims directly where required and are responsible for checking their fund requirements. If a claim is rejected because of incomplete or inaccurate information, ineligibility, fund rules or an unsuccessful claim process, the business is not responsible to the extent permitted by law.
Clause 13. Therapist preferences and substitution
The business 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, provided the substitute is appropriately qualified or supervised for the service. Clients may contact the business before treatment to discuss available options.
Clause 14. Appointment reminders
Reminders may be sent by email or SMS before an appointment, including a confirmation prompt or booking link. Delivery times and channels may vary, and reminder delivery is not guaranteed.
Clients remain responsible for checking their booking confirmation and contacting the business about errors. Failure to receive a reminder does not by itself change the booking terms.
Clause 15. Complaints and dispute resolution
Complaints or concerns may be submitted through the Contact section of the website or the business contact details, including 02 8809 7600.
The business aims to acknowledge and make a decision within five working days, Monday to Friday, 9 am to 5 pm. Complex matters may take longer. If more time is needed, the business will communicate that.
Clients retain any rights to contact NSW Fair Trading, a relevant regulator, their payment provider or another lawful dispute-resolution body.
Clause 16. Respectful conduct and sexual harassment
We maintain 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. The business may refuse, modify or immediately stop a service to protect clients, staff or other people on the premises.
If serious inappropriate conduct occurs, the service may cease immediately and the client may remain liable for the portion already provided or reserved, subject to applicable law.
Reports may be made to the owner or manager and may be reported to relevant authorities where appropriate. This policy is intended to support respectful conduct and to operate consistently with applicable NSW and Commonwealth obligations.
Clause 17. Privacy and confidentiality
Personal, health, payment, booking and employment-related information is handled only for reasonably necessary business, treatment, booking, payment, safety, insurance, legal and administrative purposes.
Information may be disclosed to payment, health-claim, technology, insurer, professional, legal or government providers where reasonably necessary, authorised, consented to or required by law.
We use reasonable security measures appropriate to the information and the systems used. Absolute security or confidentiality cannot be promised. Clients may request access to or correction of personal information through the website Contact section. Privacy concerns should first be raised with the business. Clients may contact the Office of the Australian Information Commissioner if dissatisfied after raising the issue with us.
Clause 18. CCTV and video surveillance
CCTV may operate continuously in visible shared areas for safety, security, incident investigation and property protection. Cameras are not used in bathrooms, change rooms, treatment rooms or the sauna room.
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
Clients should take care of their personal belongings and collect all items before leaving. The business is not responsible for lost, misplaced or stolen property except to the extent liability cannot lawfully be excluded or limited.
Clients should promptly contact the business if an item may have been left behind so that reasonable enquiries can be made.
Clause 20. Policy changes and governing wording
The business may update this policy from time to time. The version available at the time of booking generally applies, subject to applicable law and any rights that cannot lawfully be excluded.
Policy reviewed September 2026. Scheduled fee changes take effect from 1 October 2026.
This policy explains our operating procedures and must be read with the service menu and booking confirmation. Nothing in this policy excludes, restricts or modifies rights that cannot lawfully be excluded under the Australian Consumer Law or other applicable law.
