Policies

Cancellations

  • We require 24 hours notice to cancel or change any Saturday appointments. We require 3 hours notice to cancel or change any weekday appointments.

Failure to meet the above requirements will result in a fee:

  • Full payment is required if you do not attend or if you cancel within the hour prior to the start of your appointment time.
  • 55% payment is required when cancelling within 2-3 hours prior to the start of your appointment time unless we can fill your spot.

This also applies to Gift Certificate bookings.

Please be aware, these measures are put in place to allow time for someone else that is in need and on a waiting list to come in if you can not make your appointment time.

Health Heaven therapists are all contractors so only get paid for what they do. If they have five clients a day who all cancel on them and we are unable to fill their spot due to short notice then that therapist could potentially be going home with no income for the day which could eventually result in your favourite therapist leaving Health Heaven. Therefore we would appreciate your cooperation with this matter to allow Health Heaven to be the ultimate place to be for yourself as well as the therapists.

Appointments

Although it is not a requirement to make an appointment, it is recommended to insure you get the treatment, therapist and time you would like.

  • We require full payment in advance for our Saturday appointments.
  • We require a 50% deposit for weekday bookings of two people or more.

These payments are refundable only when abiding by the cancellation policy.

Gift Certificates

  • Non refundable
  • If you have an expired Health Heaven Gift Certificate that you would like to redeem, this will incur a minimum cost of $15 per month starting from day after expiry accumulative.
  • In some cases the treatment on expired Gift Certificates may change, if a specialty therapist has left the practice, or is unavailable. Please note, that in all cases we try to be as accommodating and flexible as possible, thus we would appreciate the same courtesy in return. Health Heaven is a high quality treatment facility, and we value our customers and therapists alike.
  • If you are unable to redeem the Gift Certificate within the valid period you may transfer the Gift Certificate to another person as long as the recipient of the Gift Certificate informs Health Heaven of this. In this case as the person redeeming the Gift Certificate, you may be asked to produce Photo ID.
  • Treatments may also be adjusted according to your requirements at the time as long as we are informed and we have a therapist available to provide you with the treatment.
  • Any changes to the Gift Certificate made may also involve a price deviation. We cannot refund you, although you can keep it as credit towards your next treatment. If the treatment of your request costs more you are required to pay the difference.
  • Gift Certificates purchased through affiliated companies such as Degroots Media, Best Gift Certificates and Godo are not negotiable.

Services

  • Please arrive 10 minutes prior to your appointment time, this will allow you time to fill out some paper work, use the amenities and allow you to start on time.
  • We take no responsibility if you arrive late. We can only provide you with the time remaining and you will be required to pay in full for the time you are booked in for. So please allow yourself ample time to get to your appointment.
  • Please be clear with the therapist as to what you would like from your session.
  • Health Heaven provide strictly professional massage only. Health Heaven staff have the right to expel you from our services if there is any inappropriate gestures or behaviours.
  • If you are asked to leave due to any lewd suggestions, inappropriate gestures or behaviours under no circumstances will you be welcome back to Health Heaven.
  • Health Heaven staff have the right to expel you from our services if they feel threatened or at risk in any way at all.
  • Health Heaven staff can refuse treatment if they feel their health will be compromised due to any illnesses or contagious conditions.
  • We require all clients to be hygienically clean. Please use deodorises.

Accredited with

Health Heaven accredited with ATMS, ANTA, Sports Medicine Australia, HCF, Bupa, Medibank, NIB