Booking + Cancellation Policy
Booking & Cancellation Policy
At HERA Wellness Studio, we take pride in providing personalised care, reserving dedicated time just for you. To secure your booking, we require credit card details, stored securely and used only as set out below.
Cancellations & Rescheduling
We understand life happens, and we'll always work with you where we can.
48+ hours notice: No charge. Cancel or reschedule freely.
24–48 hours notice: 50% of your treatment cost.
Less than 24 hours, or no-show: 100% of your treatment cost.
Rescheduling requires at least 48 hours notice. Inside that window, it's treated as a cancellation and the above applies.
Fee waiver: The fee is waived if your slot gets filled, either you find someone to take it or we do, for the same date and time, and a treatment of equal or greater value.
Illness and emergencies are handled case by case at our discretion. Please give us as much notice as you can.
If your slot isn't filled, the cancellation fee is charged to the card on file. If the charge doesn't go through, we'll send a payment link, due within 24 hours. If payment still isn't received, future appointments will require full payment upfront at the time of booking, and we reserve the right to cancel any booked appointments until the outstanding fee is paid.
Deposits
Deposits are non-refundable but never lost, if you cancel or reschedule, they convert to credit that can be used for a future booking.
Most appointments require a $50 deposit, applied to your treatment cost on the day.
Longer treatments including our 2-hour treatment and skin needling require a 50% deposit of the treatment price instead of the standard $50, applied to your treatment cost on the day.
Cancel or reschedule with 48+ hours notice: your deposit converts to credit, usable for any future booking.
Cancel inside 48 hours: your deposit goes towards any cancellation fee owing. Remaining balance, if any, converts to credit.
Changing Your Appointment
You can reschedule or cancel through the link in your confirmation email.
Gift Vouchers
Gift vouchers are valid for 3 years from the date of purchase, with the expiry date shown on the voucher. Vouchers can't be redeemed for cash.
The $50 deposit applies to voucher bookings and is redeemed from your voucher at the time of booking. It goes towards your treatment on the day. If you cancel or reschedule with 48+ hours notice, it converts to credit, usable for any future booking.
If you book using a gift voucher, the cancellation terms above apply. Where a fee is payable, that amount is redeemed from your voucher against the appointment you reserved. A no-show forfeits the full value of the booked treatment.
Appointment Etiquette
To maintain a tranquil environment, we kindly ask that you don't bring partners, friends or children, as we don't have the facilities to accommodate them.
Please arrive 5–10 minutes before your appointment to settle in. We ask that you don't arrive more than 10 minutes early, as another treatment may be finishing.
Reminders
You'll receive a confirmation email when you book, and an SMS reminder 3 days before your appointment.
Refunds
We don't offer refunds for change of mind on retail products, so we encourage careful selection. Refunds are provided in accordance with the Australian Consumer Law for products that are faulty, damaged, or don't fulfil their intended purpose.
Packages and pre-paid treatments are non-transferable and non-refundable, except as required by the Australian Consumer Law.
Privacy
We handle your personal and health information in accordance with the Privacy Act and our Privacy Policy. Card details are stored securely and used only as set out above.
Nothing in this policy limits your rights under the Australian Consumer Law.