We understand that life can be unpredictable, and sometimes plans need to change. Our policies are designed to respect your time, protect the wellbeing of our team, and ensure others have the opportunity to enjoy our space.

​

Client cancellations and rescheduling bookings:

 

You may request to cancel or reschedule a booking through Phorest or by contacting us via email bookings@novaspa.au.​

​

For cancellations or rescheduling with less than 24 hours' notice (or where you are more than 15 minutes late or do not show):

1. if you paid a deposit: your deposit will be forfeited;

2. if you are a Member using Membership inclusions, or using Session Package inclusions: the session will be deducted from your Membership inclusions or Session Package; or

3. if you paid in full: your payment will be forfeited and charged to your nominated payment method.

​​

These fees are a genuine pre-estimate of our loss due to blocking your appointment time and date which prevents other patrons from booking that slot.

​

For cancellations or rescheduling with more than 24 hours' notice:

1. if you paid a deposit: you may transfer any applicable deposit to a future booking, or we may provide a refund at our discretion;

2. if you paid in full: the amount paid will be provided as credit towards your next booking, or we may provide a refund at our discretion.

3. Nova Holistic Spa cancellation or rescheduling: Due to unforeseen circumstances such as illness or a Force Majeure Event, we may need to cancel or reschedule your booking. We will notify you as soon as possible and reschedule to a mutually agreed time.

​​

We may cancel a booking if you have disclosed health information to us which we determine, in our sole discretion, makes it unsafe for us to provide the Services to you. In such cases, we may reschedule your booking if either:

1. the health information is no longer relevant; or

2. you provide written medical clearance from your medical practitioner.

If we cannot reschedule your booking under this clause we will refund the portion of the fees for Services we have not yet provided.

​

Events and Workshops
If we ever need to cancel a workshop or event due to unforeseen circumstances, you’ll receive a full refund. If you need to cancel your place, refunds aren’t available, but you’ll receive a credit toward any future event.

​

We appreciate your understanding and support — it allows us to continue offering a calm, mindful space for our community to rest, restore and rejuvenate.