Mack's Massage Policies

Your Privacy and comfort are important to us.  

• Macks Massage collects your personal information only when necessary.  
• We only collect health information with your consent.  
• We keep your personal information secure and protected as we partner with secure software providers.
• Minors - A person under the age of 18 years old must have a parent, legal guardian or authorised carer present for the appointment.

Clients should only agree to treatment after understanding its details, risks, benefits, and alternatives.

• It respects the client's autonomy and builds trust.
• Consent is sought before and during treatment.
• Clients can change or withdraw consent at any time.
• Therapists must provide clear, comprehensive information and ensure the client consents voluntarily.
• Consent must be documented and reassessed if treatment changes.
• For clients under 18, consent should come from the child and a parent/legal guardian/approved carer, with the child’s best interests in mind.

• Both staff and clients are encouraged to frequently wash their hands and use hand sanitisers.
• If you have flu-like symptoms, we ask you to reschedule your appointment to protect everyone's health.
• Our massage therapists operate within their professional competencies to ensure safe and effective treatments.
• We refer clients needing services beyond our scope to appropriate medical or specialised professionals.
• We maintain clear communication with clients regarding treatment plans and professional limits.
• We ensure that all interactions and physical touch are appropriate, consensual, and professional.
• If a client behaves inappropriately, we will immediately cease the treatment.

Payment for Services

• Full payment is required at the completion of the appointment.
• Clients who are eligible to claim private health insurance for Remedial Massage treatments must pay for the full fee and claim back from their own health insurer themselves. Check with us if we are a provider for your health insurer. (Only our Remedial Massage services are eligible for health fund claiming)

Cancellation Policy

Clients can cancel their appointment by

1. logging on to their Fresha account, select the appointment and select cancel.
2. Send a sms to 0413 297 540
3. Send an email to hello@macksmassage.com.au

Clients must cancel their appointment at least 12 hours before their scheduled appointment time. Failure to do this will apply a late cancellation fee at 50% of the full price value of the scheduled appointment to the clients' account.

No Show Policy

• Clients who do not notify Macks Massage that they are not coming to a scheduled appointment will have a "No Show" fee applied to their account. 
• The "No Show" fee is the full price of the scheduled appointment. 
• The "No Show" fee needs to be paid in full before any future appointments can be booked.

Rescheduling Policy

• Clients can reschedule their appointment/s that are booked online by logging into their Fresha account. Online bookings can be changed at least 12 hours prior to the current booking.
• Clients who booked their appointment by phone or email must email hello@macksmassage.com.au or phone 0413 297 540 (If no answer, leave a voice message) at least 12 hours prior to the current scheduled appointment time.

Gift Cards purchased from Macks Massage are in digital form and are managed by Fresha.

• Gift cards can be purchased at www.macksmassage.com.au or in person.
• Expiration of all gift cards is 3 years from the purchase date
• Can be used for services and or products from Macks Massage
• Not redeemable for cash or credit.

Product Refunds

• Unwanted products will need to be in a resaleable condition and in original packaging.
• The product is unused.
• The above 2 points can be voided if the product is deemed unsafe or has a manufacturing defect.

Services Refunds

• By discretion of Macks Massage a refund for services already provided will require significant reasonable circumstances.

Gift Cards Refunds

• Gift Cards are non-refundable.