POLICY

APPOINTMENTS

Massage appointments are by booking to ensure availability, though same-day appointments or walk-ins may be accepted if time permits. To secure your reservation, please schedule at least 30 minutes in advance by calling (07) 3344 7841 or 0416 969 546, or booking online at www.serenitywellnessthai.com.au. We ask that you arrive 5–10 minutes early; if you are 5–10 minutes late, the remaining time will be used to its best advantage.

APPOINTMENT & CANCELLATION POLICY

To ensure we can serve all our clients effectively, we have established this fair and transparent policy for bookings, cancellations, and no-shows. This policy complies with Australian Consumer Law (ACL) and balances the needs of our clients and our business. By booking an appointment, you agree to these terms, which are provided upfront during the booking process.

2.1 Booking Appointment
Please be certain before making a booking.

Appointments can be made via our online booking system, by phone at (07) 3344 7841 / 0416 969 546 or in-person at our Toowong location (Shop 3/48 Sherwood Road, Toowong QLD 4066).
Happy Hour discounts apply only to bookings made online as noted on our website.

2.2 Cancellations and Changes
We understand plans can change. To cancel or reschedule, please contact us as soon as possible via phone (07) 3344 7841 / 0416 969 546, or for online bookings manage via the booking system.
Cancellations or rescheduling requests must be made at least 4 hours before your scheduled appointment time to avoid any fees.
If you cancel or reschedule with less than 4 hours’ notice (including upon arrival or no-show), you may be charged a fee as outlined below. This helps cover lost revenue, staff time, room preparation, and the opportunity to book another client.

2.3 Late Cancellation, No-Show, and On-Arrival Cancellation Fees
Late Cancellation (less than 4 hours’ notice): You may be charged up to 100% of the full service cost.
No-Show or On-Arrival Cancellation: If you fail to attend or cancel upon arrival without prior notice, you may be charged up to 100% of the full service cost.
These fees reflect our genuine pre-estimate of losses, including staff wages, room preparation, and the inability to rebook the slot at short notice.
Cancellation Fees are not intended as penalties but as fair compensation for the actual impact on our business.

2.4 Exceptions and Unavoidable Circumstances
We will waive fees for cancellations due to unavoidable events beyond your control, such as sudden illness, family emergencies, severe weather, or transport disruptions. Please provide reasonable evidence if requested (e.g., a medical note), and we will handle these cases with empathy and discretion.

All bookings including using gift vouchers or packages follow the same cancellation rules.

SICKNESS POLICY

At Serenity Wellness, we understand the importance of health and safety for both our clients and our dedicated massage therapists. We kindly request that clients consider rescheduling their appointments if they are not feeling well, as both therapists and clients can be susceptible to infections.

​If you are experiencing any of the following contagious illnesses, we recommend postponing your massage session until you have fully recovered:

• COVID-19

• Diarrhea

• Vomiting

• Fever

• Chicken Pox

• Measles

• Mumps

• Meningitis

• Hepatitis A

• Conjunctivitis

• Rubella

• Head Lice

• Impetigo

• Influenza

• Meningococcal Disease

• Polio

• Ringworm of the body, feet, or scalp

• Scabies

• Thrush

• Whooping Cough

• Common Cold

Your health and well-being are of the utmost importance to us, and we appreciate your cooperation in maintaining a safe and nurturing environment for everyone.

SANITATION AND HYGIENE

Our massage therapy policies on sanitation are that all equipment and linens that come in contact with the clients will be cleansed in an approved method.
Before and after each massage, the massage therapist's hands and forearms will be washed with soap, water and a disinfecting solution. Any breaks in the skin of the massage therapist will be covered with protective coverings.
The client will come to the massage therapy appointment clean. The client will inform the massage therapist of any breaks in the skin, and these areas will be avoided.

SCOPE OF PRACTICE

Therapeutic Massage Overview

Therapeutic massage is a health-enhancing practice designed to promote body balance and improve overall function. It stimulates the body’s natural restorative processes while mechanically reducing muscle tension.

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Scope of Practice

Massage therapy is not intended to diagnose or treat pre-existing medical conditions without written permission from your physician. If, during a session, the therapist feels you should be evaluated by another professional, you will be referred to an appropriate healthcare provider. Massage therapists do not diagnose conditions or prescribe treatment for specific dysfunctions.

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Ongoing Benefits

Massage therapy is best used as a maintenance system, with benefits that are cumulative over time. For optimal results, we recommend a 1-hour massage on a regular basis—weekly, fortnightly, or monthly—depending on your needs. While occasional sessions may provide temporary relief, the long-term benefits are most effective when massage is received consistently.

RESPECT OF CLIENTS BOUNDARIES

Communication & Feedback

At Serenity Wellness, open and honest communication between you and your therapist is essential. Your feedback about pressure, comfort, technique preferences, and any areas of concern helps us tailor each session to your needs. Please feel free to share details such as:

• Areas you’d prefer avoided during the massage

• Preferences or sensitivities to oils or creams

Your comfort and well-being are always our top priority.

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Professional Boundaries & Policies

We are committed to maintaining the highest standards of professionalism and respect. To ensure this, we follow these policies:

• You may keep on as much clothing as you wish for your comfort.

• You will always be modestly draped, with only the area being treated uncovered.

• The therapist will inform you in advance of the areas being worked on.

• Under no circumstances will breast or genital areas be massaged. If therapeutic work is required near these areas, your consent will be sought first.

• Any sexual interaction, discussion, or requests are strictly prohibited. Such behaviour will be reported and the client will not be rescheduled.

• Clients under 18 must have a parent or guardian present, unless prior written consent is provided.

• You have the right to stop the massage or leave at any time. If the session ends within the first 10 minutes, it will be compensated; otherwise, no refund will be provided.

Commitment to Safety

These guidelines ensure a safe, respectful, and professional environment for both clients and therapists. We thank you for your cooperation in helping us uphold this standard.

CONFIDENTIALITY AND CONVERSATION

The discussion between the massage therapist and the client is confidential. The client may or may not choose to talk during the massage.

It is inappropriate for a massage therapist to discuss the therapist's personal life with the client. We are happy to listen to your conversation and share our professional expertise. 

EXISTING AND NEW MEDICAL CONDITIONS

As a client, it is your responsibility to ensure that your massage therapist is well-informed about your medical history and any ongoing medical treatments. If you are currently undergoing medical treatment, we kindly request that you provide written permission from your physician, chiropractor, physical therapist, or relevant healthcare provider, confirming that massage therapy is safe to continue.

We require our remedial massage clients to update their intake details, please keep us updated about any changes in your health conditions. Your well-being is our top priority, and your open communication helps us provide you with safe and effective massage therapy.

INFORMED CONSENT

For Remedial Massage services, Private Health Fund claims are available instantly through HICAPS. Alternatively, we can provide a Health Fund invoice for direct claiming via your health fund’s online portal.

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Before booking your Remedial Massage with us, please check with your health fund to confirm your coverage if you wish to claim for remedial massage rebates. Serenity Wellness accepts no responsibility if your health fund does not provide cover or if a claim is unsuccessful. In such cases bookings cannot be cancelled, refunded, or rescheduled. Cancellation Policy may apply.

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Before treatment, first-time clients are required to complete an Intake form, while returning clients must fill out a Follow-Up form.

These forms confirm agreement with our professional massage therapy policies and procedures, ensure compliance with health fund requirements, and allow our therapists to tailor treatments to your individual needs.

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Please complete the form via the link provided before your session to help us customise your treatment and speed up processing.

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Remedial Massage - Intake Form (New Customer)
 

Remedial Massage - Follow-up Form (Existing Customer)