Spa Etiquette

If you need to change, reschedule or cancel an appointment please notify the spa at least 24 hours prior to your treatment. Failure to do so will regrettably result in a 50% cancellation fee. Making an appointment at Earth and Skin is acknowledgement of this cancellation policy.

Your appointment will be confirmed via a text message sent to your nominated mobile phone 48 hours prior to your appointment. We ask that you simply respond to this confirmation text to confirm you are planning to attend. If you do not confirm your appointment we are unable to guarantee your booking.

Please arrive 5 minutes prior to your appointment. This will allow time for you to enjoy a refreshment in our relaxation lounge as you fill out a consultation form.

Please note: If you arrive late, it may compromise the full length of your treatment as we endeavour to remain on schedule to all of our guests.

Your health and wellbeing are our top priority. For your safety, you will be asked to complete a confidential questionnaire that includes questions regarding medical conditions. Our highly trained staff will ensure that your service is suitable.

If you have a condition which may be contraindicated to any of our treatments, our therapists reserve the right to decline continuing with your treatment. If this happens, it will be done in a discreet and professional manner as we always have your health and wellbeing as our number one priority.

All of our therapists are trained professionals and we provide professional services only. With this in mind, any suggestive remarks or requests that are not suitable, will result in the treatment being stopped immediately with the full cost of the invoice to be paid. If deemed necessary, we will not hesitate to contact law enforcement if our therapists are ever made to feel uncomfortable or unsafe in their work environment.

Should the unfortunate occasion occur that you do not arrive for your appointment and have not given the requested notice time of 24 hours, the following may be implemented:

• You will forfeit your deposit
• A 50% cancellation fee will be taken from your pre-paid treatment
• You will be requested to pay a deposit when next booking an appointment
• A treatment will be forfeited if your appointment included a pre-purchased treatment from a package.

Our therapist’s time is dedicated to you and your treatment with no-shows and last minute cancellations impacting the business and other clients. Therefore, a 20% deposit of the total appointment cost is required on all treatments to secure the booking. This deposit will be taken when we accept your booking request and is redeemable against the total cost.

We understand that life happens and you may need to change your booking, we kindly request at least 24 hours notice and your deposit can be paid forward to a new booking or refunded. Cancellations within 24 hours will result in the deposit being forfeited.

Any group of 3 or more requires a deposit of 50% of the total groups fee, at time of booking.

(Please refer to the group cancellation policy.)

A group cancellation must be made no less than 7 days in advance of the original booking.

Group bookings cancelled within 7 days of the original booking date will result in a forfeit of the total deposit.

Packages and gift vouchers are non refundable.

Please treat your gift voucher like cash. Lost, stolen or destroyed gift vouchers may not be redeemable.

Gift Vouchers are non-refundable.  

Gift Vouchers can be redeemed for treatments or products. 

Vouchers will be drawn up for a dollar value not a specific treatment. Where the cost of the purchase exceeds the available voucher balance, the voucher holder will be required to pay the difference.

Vouchers are valid for 3 years from date of purchase.  Vouchers must be redeemed by this expiry date. Expired Gift Vouchers hold no value.

Your Gift voucher or valid credit card is required at the time of booking to secure all reservations – your gift voucher is considered a deposit for your booking. Changing, rescheduling or cancelling a treatment with less than 24 hours notice will result in a forfeit of your gift voucher.

Special promotional gift vouchers are available from time to time and are subject to these terms and conditions as well as additional terms and conditions written on the voucher.

At Earth and Skin we adhere to Occupational Health and Safety procedures. We have assessed the risk from electrical equipment, sugar paste, steam and other dangers in the treatment rooms to be too high for children not under close and direct supervision by their parent. For this reason we reserve the right to refuse children to enter the treatment rooms. Children should be supervised by an adult at all times and remain in the waiting area. We appreciate your respect for this policy and our priority is your children’s safety.