YOUR SPA EXPERIENCE
Our goal is to ensure a wonderful Spa experience and your complete satisfaction. Below is information to help you make the most of your time with us.

YOUR TREATMENT

Your treatment is tailored to suit, you will fill out a client form that indicates if there is any special consideration for your treatment. The therapist will discuss with you the requirements for your treatment. The therapist will ask at various points throughout your massage if you are comfortable, warm and if the pressure is right for you. This is your opportunity to give the therapist feedback so that the treatment is tailored to what you would like to receive. Every person has individual requirements and requires feedback for us to know if you are comfortable, warm and if the pressure is appropriate. Therapists can feel where muscles are tight, but do not know the pain level you are feeling - feedback is essential as the pressure can vary dramatically from client to client. If you have any special requirements we need to know when you book your appointment.

(We tailor all of our treatments to suit, within the realm of the treatment you have chosen.  For example: to receive a remedial massage when a relaxation massage/aromatherapy massage or a beauty/body treatment has been booked is not always possible.  - it is therapist specific and we book the therapist to suit the booking.)

 

The build up of toxins in muscles can cause lethargy, headaches, sorness and restricted movement in the muscle. Massage stimulates circulation and the release of toxins from muscles and the lymphatic system which aids the removal of toxins. It is important to drink water after a massage to help the removal of these toxins.

 

During your massage comfort and pressure can be adjusted to suit you. Please let your therapist know if you prefer firmer or lighter pressure, every body is different and we can tailor the massage to suit.

 

If you have received a deep tissue or remedial massage, or are feeling sore after your massage, your muscles have been worked to realign the muscle fibres, release adhesions and toxins from the muscle. You may feel sore for a few days post massage especially if you havent had a massage for a long time, this is completely normal - please see  http://www.massagetherapy.com/articles/index.php/article_id/630/Why-Am-I-Sore .......for more information.

If you are receiving treatment for a long existing problem, a series of massages could be needed to bring your body back to its 'normal condition'. 

 

BOOKINGS

Bookings are essential for all treatments. We recommend you book ahead so that you get the time that most suits you.
Contact Nadine on (03) 9751 0326 or by EMAIL

When booking your treatment we will be happy to assist to ensure you choose treatments specifically suited to your special needs. All our treatments are modular and can be combined.

The time for your treatment has been reserved especially for you. To confirm this time we require credit card details, a deposit or gift voucher details to secure your booking.  Payment is processed the day before your booking - if you need to change or cancel we require 24hrs notice so that the appointment can be rebooked.

Unfortunately the day spa is not suitable for children, this is a quiet space for relaxation. We do not offer child care facilities.

 

CANCELLATION FEES

For safety of our guests and therapists, we kindly ask please reschedule your appointment if any of the following applies to you;

· If you or a member of your household has a cold or any cold symptoms

· If you are under an isolation or quarantine order

· If you have been in contact with anyone with Covid -19 in the last 21 days.

 

 - If you are waiting for COVID test results and have not received them in time for your appointment. 

(If you arrive and state you are waiting for covid test results and havent received them. We will not be able to do your appointment and 100% cancellation fee applies)

 

 

Cancellations: Our goal is to be able to rebook all appointments that are changed or cancelled. The following guidelines apply in order for us to be able to offer a wonderful service, thanks for your consideration. 1hr Bookings require 24hrs notice to change or cancel for there to be no cancellation fee. Bookings of 90mins or more require 3 days notice to change or cancel with no cancellation fee. Group Bookings require 5 days notice to change or cancel with no cancellation fee. 


Sickness and Cancellations and close contacts : If an individual isnt feeling well, or suffering any cold/flu symptoms, or is declared a close contact and needs to isolate, please call as soon as possible to cancel or reschedule your booking. We do ask for at least 24hrs notice for an unwell individual with a doctors certificate to change or cancel, 24hrs notice for an individual declared as a close contact with appropriate paperwork to change or cancel.  No cancel fee for an individual in your booking with 24hrs notice and the appropriate paperwork. 

If you are unwell, have cold and flu symptoms or declared as a close contact and cancel in less than 24hrs a 100% cancellation fee applies if we cannot rebook the appointment. 

1hr bookings = 24hrs notice to change or cancel otherwise 100% cancellation fee applies if we cannot rebook the appointment. 

long treatments = 90min or more . If the whole booking cancels in less than 3 days 100% cancellation fees apply if we cannot rebook the appointments

 

Group bookings = if the whole groups cancels in less than 5 days 100% cancellation fees apply if we cannot rebook the appointments. 

Late Cancellation/Arriving Unwell: If you cancel on the day of your booking, After 9 am or arrive unwell with any cold symptoms, we won't be able to start the treatment and 100% cancellation fee applies
.

If you arrive and state you are waiting for covid test results and havent received them. We will not be able to do your appointment and 100% cancellation fee applies

 

OPENING HOURS

The Day Spa is open Wednesday to Sunday  9.30 - 6.30, we are open by appointment Monday and Tuesday - The mobile service is available 7 days.

 

GROUP BOOKINGS

It can be stressful organising a large group of people to have treatments, we are here to help, take the workload off you and make sure that everyone has a great day!

To confirm a group booking, credit card details are required to hold your booking. Out of consideration for staff and other clients 5 days notice is required if you would like to make any changes to your booking.

Full payment is processed 5 days before your booking.

This will allow us time to prepare a package customised to your needs, providing you and your guests with a fabulous revitalising experience. Late arrival will mean that your treatment time will be customised, as to not inconvenience bookings later in the day.

Beverages and Platters can be arranged.

 

PAYMENT​

Full payment is processed the day before your booking, 24hrs notice to change or cancel ( see cancellation fees)

Eftpos and Credit card facilities are available.

HEALTH

Please let us know in advance if you are pregnant or have any special health considerations that may affect your treatment. Some conditions require you to consult your doctor prior to your treatment.

Prior to your treatment you will be required to complete a simple questionnaire to assist us in providing the best possible experience in relation to any ailments, allergies or areas of discomfort you may have.

Massage is not recommended in the first trimester of pregnancy.

Massage is not recommended after consuming alcohol and is a contra indiction of massage. If you are drunk on arrival for your treatment, Balance Mountain day spa reserves the right to refuse treatment as it can lead to illness, dizziness and general discomfort. Unfortunately the full rate for your treatment still applies as it is regarded as a late cancellation.

PROTOCOL

We suggest you arrive 10 minutes early for your treatment to make yourself comfortable and complete your consultation form.

Late arrival will mean that your treatment time will be customised, as to not inconvenience bookings later in the day.

GIFT CERTIFICATES

Enjoy spoiling a loved one - Gift Certificates may be arranged by phone or email, and will be delivered by post or email as required. Gift Certificates are available for all treatments.

Gift Certificates are valid for 12 Months

Gift certificates are only valid once payment has been received.

Gift certificates are not refundable or redeemable for cash.

We can accommodate 3 gift certificate bookings per day, please book in advance to get the time and date that will suit you most.

WHAT TO WEAR

Casual comfortable clothing is a must, wear something that is comfortable to put on after your treatment.

For most of the treatments it is required that you change down to your underwear, our therapists are professional and use draping techniques to ensure your privacy.

If you are indulging in a spa treatment, you may wish to bring swimwear or extra underwear.

(03) 9751 0326

​Balance Mountain Day Spa