Terms & Policies

Cancellation Policy

To secure your booking, a non-refundable deposit of $50 is required at the time of scheduling.

If you need to cancel or reschedule, we require a minimum of 48 hours’ notice, provided during business hours via call, text, or email. You can contact us on 0403 727 812 or at connect@solacerutherglen.com.au.
Cancellations with less than 48 hours' notice, or failure to attend your appointment, will result in the deposit being forfeited.
With sufficient notice, your deposit can be transferred once to a future appointment. Further reschedules will require a new deposit.We understand that emergencies can happen. However, in order to remain fair and consistent, we must apply this policy equally.
Please note: This policy applies to all clients without exception. To avoid disappointment, we kindly ask that you do not request changes or exemptions to these terms.
By proceeding with your booking, you confirm that you have read and accepted our cancellation policy, as well as the terms and conditions of Cliniko and your selected payment method.

Arriving Late
To keep all appointments running smoothly, please arrive a few minutes before your scheduled time. If you expect to be late, please contact us as soon as possible. Clients arriving more than 15 minutes late will be considered a no-show, and your deposit will be forfeited. If we do decide to proceed despite your late arrival, the session will still conclude at the scheduled time, and the full fee will apply.

Payment Policy

At Solace, we aim to make your experience seamless and transparent, including how payments are handled.

Payment on the Day of Service

Payment for all services must be made in full on the day of your appointment. We do not offer accounts or deferred payment options.

Payment MethodsAccepted

We accept the following payment methods:

Credit/Debit Cards (Visa, MasterCard, etc.)
EFTPOS
Cash (if applicable)

No Accounts or Credit Terms

We do not offer credit or account-based payment options. All charges must be settled in full on the day of your appointment.

Late Payment

As we require payment on the day of service, any delays in payment (including post-appointment) may result in additional charges or a suspension of services until the payment is received in full.

Gift Voucher Terms and Conditions

Thank you for choosing to gift an experience with us! Below are the terms and conditions for using our gift vouchers.

Voucher Validity

Gift vouchers are valid for 12 months from the date of purchase, unless otherwise specified. After this period, the voucher will expire and can no longer be used for services or products.

Booking and Redemption

To redeem a gift voucher, the recipient must book their appointment online through our website. Availability is subject to our schedule, so we recommend booking in advance to secure the preferred time.

Voucher Value

The value of the voucher will be applied toward the service selected during the online booking process. The voucher must be entered at checkout, and the total value will be applied to the cost of the selected service or product.

Non-Refundable and Non-Exchangeable:

Gift vouchers are non-refundable, non-exchangeable, and cannot be redeemed for cash. They can only be used for services or products provided by us.

Partial Redemption:

If the value of the service or product exceeds the value of the gift voucher, the remaining balance must be paid at the time of service.

If the voucher value exceeds the cost of the service, any remaining credit can be applied toward future services or products, provided the voucher is still within its validity period. No change or cash will be given for any unused portion of the voucher.

Cancellation and No-Show Policy:

If the recipient needs to cancel or reschedule an appointment made with a gift voucher, our standard cancellation policy applies. Cancellations or no-shows with less than 48 hours' notice will result in the forfeiture of the voucher value or deposit.

Lost or Stolen Vouchers:

We are not responsible for lost or stolen gift vouchers. Please treat them as cash.

Restrictions:

Gift vouchers cannot be used in conjunction with any other promotional offers, discounts, or packages unless otherwise stated.

Gift vouchers cannot be used in conjunction with HICAPS Health Insurance fund rebates.

Vouchers are valid only for the services and products offered by us and cannot be exchanged for third-party items or services.

Website Policies and Terms:

All other website policies, terms, and conditions apply when redeeming gift vouchers, including but not limited to our general booking policies, cancellation policy, and privacy policy.

Changes to Terms and Conditions:

We reserve the right to update or change these terms and conditions at any time without prior notice. The current terms will be available on our website or upon request.

By purchasing or redeeming a gift voucher, you acknowledge that you have read and agreed to these terms and conditions.

Age Restrictions

Anyone under 18 must be accompanied by a parent or guardian who stays in the room during the treatment. The client’s age must be disclosed prior to your appointment.
If a client under 18 arrives without a parent or guardian, the appointment will be cancelled and no refund will be given.
If the client’s age is not disclosed before arrival, and a parent or guardian is present, it is at the therapist’s discretion whether to proceed with or cancel the appointment.
Our therapists hold a valid Victorian Working with Children Check for your peace of mind.

Hygiene and Health & Safety Policy

At Solace, we prioritise the health, safety, and well-being of all our clients and staff. To ensure a clean and comfortable environment, we ask that you adhere to the following:

Personal Hygiene

Clients are kindly asked to arrive clean and fresh for their appointment. We recommend that you shower before your visit to maintain personal hygiene and to ensure the best experience for both you and our therapists.

Health Considerations

If you are feeling unwell or have any symptoms of illness, please reschedule your appointment. Your health and the health of others are our priority. We reserve the right to refuse service if we feel it’s in the best interest of our clients or staff.

Clean Environment

We maintain high standards of cleanliness in our studio. All equipment and surfaces are sanitized regularly to ensure a safe environment for your treatment.

Safety Precautions

If you have any allergies, medical conditions, or special requirements, please inform us ahead of your appointment so we can make the necessary adjustments for your comfort and safety.

Refund Policy

We want you to be completely satisfied with your experience. However, please note the following regarding our refund policy:

Services and Products:

We do not provide refunds for services or products purchased unless they fail to meet the consumer guarantees under Australian Consumer Law. For any product or service that does not meet these guarantees, please refer to your rights under Australian Consumer Law.

Gift Vouchers:

All gift voucher purchases are final. We do not offer refunds, exchanges, or replacements on any gift vouchers once purchased, except in the case where the gift voucher was sold incorrectly or in breach of consumer guarantees. Please ensure you are confident in your purchase before proceeding.

Special Circumstances:

In exceptional cases, such as incorrect charges or issues with processing, please contact us directly at connect@solacerutherglen.com.au. We will review the matter and determine the appropriate course of action.

Disputes and Chargebacks:

We kindly ask that before initiating a chargeback or dispute through your payment provider, you reach out to us directly. We are happy to assist in resolving any issues and ensure your satisfaction.