TERMS AND CONDITIONS

  1. 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.

  2. 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.

  3. 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. 

    When a cancellation occurs within our cancellation policy, your account is credited with the equal value of the deposit paid which may be applied towards future bookings. The deposit amount is not automatically refunded to you. Please contact us if you require a refund of the deposit amount.

  4. 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.

    Please note - underwear must be worn at all times during treatment. We provide disposable options for your convinience

  5. 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.

  6. 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.

  7. 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.

  8. 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.

  9. Competitions
    From time to time we will hold competitions online and in person. Decisions made by Kai Urban Retreat or Coffee by Kai are final.

  10. September School Holiday Specials
    Offers valid from 16 September until 3 October, for bookings between Tuesday - Friday before 5 pm.
     No further discounts apply. Cannot be redeemed with Kai gift credit, such as birthday credit or referral bonuses.  

    Offer 1 - You and your mini-me facials. Not valid with other offers. Credit towards Vanessa Megan™ products may only be used for purchases with a minimum spend of $69.95.  

    Offer 2 - Time extension - Excludes Clean Teen facial.