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At Envision, we pride ourselves on providing you with a professional service and a high standard of quality care. The following policies and procedures serve as a guide for first-time and regular clients. Please read our policies and procedures carefully to ensure your experience at Envision is as enjoyable as possible.

Health and Safety

Your health and safety is our first priority. Upon booking, you will be emailed a booking confirmation which includes important information and a mandatory health form to complete prior to your appointment. This health form is to be completed if you are a new client and it is your responsibility to update it every twelve months if you are an ongoing client. All information you provide will be confidential. Failure to complete this form will result in no treatment. Please check your junk mail if you have not received your confirmation email.

We will begin every session with a discussion about your current health, any medical conditions or illnesses you have outlined in your health form and what you would like to achieve in treatment. It is your responsibility to inform us of any changes in your health status throughout your future treatments with us.

It is not the role of your therapist to diagnose illness or give any prescriptions unless specifically trained to do so. Therefore, we may refer you to your GP or other health professionals for diagnosis or further treatment. Additionally, in some cases, we may refer you to your doctor for medical clearance. We may also recommend that you consult with your primary health care practitioner before you participate in any treatments at Envision.

Late Arrivals

Please arrive five minutes early. This allows you to have a relaxed and unhurried experience. If you arrive late, your appointment time may be shortened in order to keep on schedule. No full or partial refunds will be given as a result of late arrivals.

Cancellations, Reschedules and Missed Appointments

Please respect our time and other clients who may wish to book your time slot by cancelling or rescheduling your appointment 24 hours or more in advance where practicable. A reminder text and email will be sent to you 48 hours before your appointment.

Should you cancel less than 24 hours before your appointment, you may be charged 50% of the cost of the treatment booked. Cancellations less than two (2) hours before your appointment and missed appointments with failure to notify Envision of non-attendance may incur the full cost of the treatment booked.

Extenuating circumstances may be considered and it is at the sole discretion of Envision Massage whether or not to waive part or all of your booking fee as stated above. Part or all of this fee may also be waived if you reschedule within seven (7) days of your original booking time.

Professional Boundaries

Requests for sexual activities will not be tolerated, will be viewed as solicitation, and reported to relevant authorities. As a result, your treatment will end immediately and you will not be rescheduled.

Confidentiality and Privacy

We will only collect your personal details with your consent and we will only request information directly relevant to your treatment. Furthermore, data may be collected either online or in person, and will never be disclosed to any third parties, unless required by law or other health professionals in order to discuss safe practices in your treatment with us.

We may use your details for direct marketing. Please advise us if you would like to be removed from our mailing list.

Hard copy records are kept securely and all efforts are taken to ensure the security of your details provided online. Information is collected, utilised and stored in compliance with the Australian Privacy Principles. These principles can be viewed at: www.oaic.gov.au

Return Policy

Our return policy is effective for seven days after in-store purchases/delivery. Unfortunately we cannot offer you a refund or exchange if eight or more days have passed.

Envision Massage will not be responsible for postage costs for returns, exchanges or change of mind purchases. It is not common for packages to be delivered damaged or faulty and Envision Massage has not had any goods returned due to these reasons. However, in the unlikely event that your item(s) arrived damaged or faulty, please contact us to arrange a return or exchange.

To be eligible for a refund or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Complaints Policy

At Envision, we take your feedback and complaints seriously and use them as an opportunity to improve our service to you.Please let us know if you are not happy for any reason. We can only address issues if we know that they exist.

You can advise us of any issues in a number of ways:

In person: 34/388 Newman Road, Geebung QLD 4034

Via email: info@envisionmassage.com.au

By phone: 07 3180 3598

All feedback and/or complaints will be acknowledged within one week of receipt via the communication channel of your choice. We endeavour to resolve your issues as soon as we possibly can.

If you are unhappy with our response, you can forward your issue to our professional association:

Massage and Myotherapy Australia (AAMT)

Address: Level 8, 53 Queen St, Melbourne VIC 3000

Phone: 1300 138 872

Email: info@massagemyotherapy.com.au

Please contact us for more information or book your next appointment today!


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