Cancellation and Refund Policy

Tūāhu Wellness

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 all cancellations or rescheduling requests.

  • Formal Notice: Cancellations must be made via phone or email.

  • Excluded Methods: SMS, 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 48 hours’ notice, or instances where a client fails to attend (No-Show), incur a fee.

  • Late Cancellation Fee: 50% of the scheduled service fee.

  • No-Show Fee: 100% of the scheduled service fee.

These fees are to 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. EXCEPTIONS TO FEES

Fees are strictly enforced. Waivers are only considered for documented medical emergencies or bereavement.

  • Process: You must notify us in writing within 48 hours of the missed appointment and provide supporting documentation (e.g., medical certificate).

  • Exclusions: We do not waive fees for work commitments, childcare issues, traffic, forgetfulness, or change of mind.

6. 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.

7. INTEGRATED PROGRAM TERMS

The Integrated Program is an 8-week structured commitment.

  • Commencement: Once the first session has occurred, the program is considered commenced.

  • Refund Policy: Due to the structured, block-booking nature of the program, fees are non-refundable once the program has commenced. We do not offer pro-rata refunds for withdrawal or change of mind.

  • Session Expiry: Individual sessions within the program must be utilised within the 8-week window. Unused sessions expire 30 days after the program end date and are non-refundable.

8. GROUP EDUCATION TERMS

Group education sessions require specific attendee numbers to proceed.

  • Cancellation: Cancellations made 7 or more days prior to the session are eligible for a full refund. Cancellations made with less than 7 days’ notice are non-refundable.

9. 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. Failure to settle outstanding balances will result in the suspension of future bookings.

10. 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.

11. ACKNOWLEDGEMENT

By booking an appointment with Tūāhu Wellness, you acknowledge that you have read, understood, and agree to be bound by this Cancellation and Refund Policy.