Purpose
The purpose of this policy is to outline our approach to appointment and service management to ensure fairness, transparency and respect for the time held for both clients and practitioners at Balance & Thyme.
Client Policy
At Balance & Thyme, we are dedicated to providing intentional, therapeutic bodywork in a space designed for restoration and nervous system regulation.
Please read the below policies prior to making your appointment. Your booking confirms that you have understood and agreed to these terms.
Thank you for honouring the space and the structure that allows us to care for you well. We look forward to welcoming you.
Definitions
- Cancellation refers to appointments cancelled with more than 24 hours notice prior to the scheduled booking time.
- Late Cancellation refers to appointments cancelled within 24 hours of the scheduled booking time.
- No Show refers to appointments where the client does not attend without providing prior cancellation notice.
New Clients
All new clients are required to complete a confidential intake form prior to their first appointment to ensure treatment safety and suitability.
Please arrive 10 minutes early for your first appointment to allow time to complete this process. Deposits or full booking payments may be required to secure your appointment.
Appointment Confirmations
All appointments booked at Balance & Thyme, unless made within 24 hours of the scheduled time, will receive a confirmation SMS or email reminder.
Please follow the prompts in your confirmation message to secure your booking. If your appointment remains unconfirmed 24 hours prior, our team may attempt to contact you. Unconfirmed appointments may be released or cancelled if we are unable to reach you.
Deposits and Cancellations
At Balance & Thyme, 20% of the treatment fee is required at the time of booking to secure your appointment.
We require a minimum of 24 hours notice for cancellations or rescheduling to allow us to offer your appointment time to another client.
The full booking payment is retained if you reschedule with more than 24 hours notice. The booking fee is refundable only for cancellations made more than 24 hours prior to your scheduled appointment.
Appointments cancelled or rescheduled within 24 hours, or appointments not attended (no show), will forfeit the full booking payment.
Clients who record two or more no shows may be required to prepay for all future appointments.
By completing your booking payment, you acknowledge and agree to these terms.
Prepaid Services Policy
All packages, treatment series and prepaid services are considered final sale and are not eligible for refunds.
If you no longer require your prepaid services, you may discuss the possibility of converting remaining value into clinic credit, subject to clinic discretion.
If you book a prepaid service and cancel, reschedule within 24 hours, do not attend, or arrive late, the clinic reserves the right to redeem the prepaid treatment if the appointment time cannot be filled by another client.
Prepaid treatments are not transferable to another client.
By purchasing prepaid treatments, you acknowledge and agree to these terms.
Children & Accompaniment Policy
Children are generally not permitted in the treatment room during appointments for safety and therapeutic reasons.
Children may wait in reception if they can remain quiet and independent, and supervision cannot be provided by our staff. Babies may be permitted in the treatment room if discussed at the time of booking and safely secured in a pram or carrier.
If you arrive with a child without prior arrangement and we are unable to provide treatment safely, your appointment may be rescheduled and any payment may be forfeited. Clients under 16 years must be accompanied by a parent or responsible adult.