TERMS AND CONDITIONS
Arrival
Please arrive 15 minutes before your treatment to allow for time to check in and prepare, so our staff can give you the best treatment possible.
If you do arrive late for your treatment, we will do our best to accommodate to allow your full treatment length as booked. However, if our scheduling is not able to accomodate, your treatment length may be shortened. In that case, you will be charged the full price of your treatment as per your booking.
Booking Policy
We require a deposit payment of 50% of your treatment cost at the time of booking, to secure your appointment.
All payments are fully refundable if you cancel or reschedule at least 48 hours before the day of your appointment.
Cancellation Policy
We appreciate that life can sometimes get in the way of our best intentions.
If you cancel or reschedule less than 48 hours before the day of your appointment, we take 50% of your treatment cost as a cancellation fee.
If you cancel, reschedule or fail to attend on the day of your appointment, we take 100% of your treatment cost as a cancellation fee.
Cancellation fees will be charged to your saved card on file or deducted from your gift voucher.
Client Etiquette
We respectfully ask that mobile phones are switched off or switched to silent mode, and noise levels are kept to a minimum, to enhance your experience at Kai Urban Retreat. This is also to respect the rights of our other clients and staff in their enjoyment and well-being of our space.
Kai Urban Retreat is an inclusive space and we invite all people who share our space to extend that inclusivity to others. In placing a booking with us, you agree that you will behave courteously and respectfully to all staff and guests whilst on our premises and when communicating with our staff.
We take a zero-tolerance approach towards rude, disruptive, harassing or antisocial behaviour within Kai Urban Retreat. Any person who is found to be breaching these rules may be asked to leave the premises and be barred from returning in the future.
Age Limitations
We are happy to accept bookings from and on behalf of children aged 12 years and above. Any minor (under age of 18) must be accompanied by a parent or guardian at all times, including during treatment. The parent or guardian is required to pay for any treatment for the minor and are responsible for the minor in their care at all times.
Health and personal information
At the time of your treatment, your therapist will guide you through a series of questions designed to assist us in tailoring your treatment to your specific needs. This may include health and other personal information.
Please note that whilst we will do our best to accommodate your specific needs, including any health concerns, we do not provide medical advice or services. If you have any concerns regarding how any treatment from us may impact your health needs, we suggest you speak to your medical practitioner prior to making a booking with us.
Your personal information which may be gathered from you, will only be used by us for the purposes of your treatment and otherwise as set out and in accordance with our Privacy Policy.
Pregnancy
We have a number of treatments suitable for women of all stages of pregnancy, including facials and massages. Please contact us to discuss which suitable treatments are available for your stage of pregnancy.
Gift vouchers
Gift vouchers issued by Kai Urban Retreat are not refundable, transferrable or redeemable for cash. All issued gift vouchers expire 3 years after the date of issue.
Kai Urban Retreat are not responsible for lost or stolen gift vouchers . We recommend that you treat gift cards similar to cash.
If a gift voucher is used to confirm a booking, instead of credit card details, please note that we may deduct the appropriate amount from your gift voucher if you cancel within 24 hours of your treatment or otherwise fail to attend your appointment. Please refer to our Booking and Cancellation Policy.
Where a gift voucher specifies a particular package or limited-time offer, and that package or offer is no longer available at the time of redemption, the value of the gift voucher will revert back to the monetary value of the package at the time of purchase.