Tūāhu Wellness Cancellation and Refund Policy

Effective Date: 28.05.2026 Contact: Pamela@tuahuwellness.com.au | 0461546289

1. PURPOSE

This Cancellation and Refund Policy outlines the terms and conditions for appointment bookings, cancellations, and refunds at Tūāhu Wellness. These terms form the agreement between Tūāhu Wellness and the client. By booking an appointment, you agree to the terms set out in this document.

2. BOOKING AND PAYMENT

Bookings are confirmed upon receipt of payment or, where applicable, the provision of valid payment details. By providing payment details, you authorise Tūāhu Wellness to charge these details for services rendered or applicable cancellation fees under this policy.

• 3. CANCELLATION AND RESCHEDULING NOTICE

  • We require a minimum of 48 hours’ notice for standard cancellations or rescheduling requests.

  • Formal Notice: Cancellations must be made via phone.

  • Excluded Methods: SMS, emails, social media messages, and voicemails do not constitute formal notice unless explicitly acknowledged by our staff.

  • Rescheduling: Requests made at least 48 hours in advance are permitted without penalty, provided the new appointment is scheduled within 4 weeks of the original date.

• 4. LATE CANCELLATIONS AND NO-SHOWS

  • Appointments cancelled with less than 24 hours’ notice, or instances where a client fails to attend (No-Show), incur a 100% fee.

  • Appointments cancelled between 24 and 48 hours in advance incur a 50% fee.

  • These fees compensate for the inability to reallocate the practitioner’s time at short notice. Outstanding fees must be settled before future appointments can be booked.

5. CANCELLATIONS BY TŪĀHU WELLNESS

In the event that we must cancel an appointment due to practitioner emergency or unforeseen circumstances, you will be notified as soon as possible and offered a rescheduled appointment or a full refund. No cancellation fees apply in these instances.

6. GROUP EDUCATION TERMS

Group education sessions require specific attendee numbers to proceed.

• Cancellation: Cancellations made 10 or more days prior to the session are eligible for a full refund. Cancellations made with less than 10 days’ notice are non-refundable.

7. PAYMENT AND COLLECTION

We process cancellation fees directly to the payment method provided at the time of booking. If a payment fails, we will issue an invoice which must be settled within 7 days. Outstanding balances must be cleared prior to booking future appointments, consistent with our late payment terms.

8. DISPUTES

If you believe a fee has been charged in error, contact us in writing within 14 days of the charge. Provide your name, the date of the appointment, and the reason for the dispute. We will respond in writing within 10 business days.