Cancellation / no show policy
When you book an appointment, that time is set aside for you, missed appointments prevent me from accommodating other clients.
You will receive a confirmation email upon booking and a reminder email will be sent to you 24 hours prior to your scheduled appointment. You can cancel via the link in the emails, or you can contact Balanced Bliss directly on 0413485978.
Cancellations within 3 hours of your appointment may be charged a $25 cancellation fee.
Late cancellations and ‘no shows’ will be charged 100% of the appointment price.
If an emergency arises, please let me know so that I can treat your specific situation with personal attention. I recognise that there are circumstances that are out of your control (sudden illness, family emergencies, etc.).
Cancelling your appointment can be done via the link in your confirmation email/text or by phoning or texting me directly on 0413485978. Please do not email me as I may not see it in time.
Appointments are not to be passed to friends or family. This is to ensure fairness to those on the wait list.
Late policy
If you are late for your appointment, you will be charged for the full treatment time, but you will only receive the remaining time of your appointment. This is to ensure other clients are not inconvenienced.
Illness policy
If you need to cancel your appointment, please let me know as soon as possible.
If you are unwell, please do not attend your appointment. Massage is not recommended when you have a flu, cold or other illness.
Infection control for mobile services
Policy
I will ensure that when undertaking client treatment sessions that strict Health, Hygiene and Infection control procedures are followed.
Procedure
I have completed COVID SAFE Training for Personal Services via TAFE QLD
Standard and Transmission-Based Precautions:
Standard precautions are critical to minimising the transmission of healthcare associated infections. They are used to prevent transmission of pathogens via the contact, droplet, or airborne route.
Transmission-based precautions are used in addition to standard precautions, where the suspect of confirmed presence of infectious agents represents an increased risk of transmission.
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Hand Hygiene:
Hands are washed
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Before and after every client contact
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Before and after eating
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After going to the toilet
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After cleaning protocols
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Before and after using Personal Protective Equipment (PPE)
In the absence of hand washing facilities, an alcohol-based solution containing 70-90 per cent alcohol may be used. The product must also have the Therapeutic Goods Administration (TGA) approval as a hand hygiene product.
I will keep fingernails short (e.g., The length of the finger pad) and in line with industry standards will not wear artificial nails or nail polish.
During the COVID-19 pandemic, clients may also be requested to undertake hand hygiene protocols to limit the potential for contact transmission of the virus. You may be requested to apply hand sanitizer or wash your hands when you enter the facility.
PPE and Face Masks:
Personal protective equipment (PPE) refers to a variety of barriers used alone or in combination, to protect mucous membranes, airways, skin, and clothing from contact with infectious agents. PPE used as part of standard precautions includes aprons, gowns, gloves, surgical masks, protective eyewear, and face shields.
During the COVID-19 pandemic, additional transmission-based precautions may be requested to minimise the risk of droplet transmission occurrences from both asymptomatic and pre-symptomatic individuals.
The decision to use PPE is based on individual clinic risk assessment criteria and may be influenced by factors like local community transmission rates in each region and risk profiles of both the client and the therapist.
Sharps
I do not deal with sharps in my massage therapy practice.
Cleaning Equipment:
Cleaning equipment should be fit for purpose, easy to use and well maintained. In a mobile environment, all cleaning will be done using either single use wipes or using an appropriate product and paper towel.
Environmental Cleaning:
Appropriate cleaning protocols are essential to breaking the chain of infection. The source of an infectious microorganism (e.g., virus, bacteria, or fungus) may be an unclean environment or contaminated equipment that has not been appropriately cleaned or disinfected.
During the COVID-19 pandemic, environmental cleaning protocols are a critical part of preventing contact transmission events.
At Balanced Bliss I have undertaken a full audit of my mobile practice to determine which surfaces are categorised as ‘frequently touched surfaces’ and ‘minimally touched surfaces.
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Frequently touched surfaces are cleaned in line with the National Health and Medical Research Council (NHMRC) guidelines after every treatment session using both detergent and a disinfectant
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Minimally touched surfaces are cleaned as per NHMRC guidelines when visibly soiled or as part of ongoing environmental cleaning protocols.
In line with NHMRC guidelines, products used during the environmental cleaning protocols are TGA listed hospital grade disinfectants with specific claims or a chlorine-based product such as sodium hypochlorite, where indicated for use.
Due to the mobile nature of my business, I will disinfect my treatment table both before and after a treatment session. This will minimise the risk associated with contact transmission in the mobile environment.
Respiratory Hygiene:
When I am providing a mobile service, I request that you practice good respiratory hygiene. I will do the same. I request that you
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Cover your mouth and nose with a tissue when coughing or sneezing.
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Use the nearest waste receptacle to dispose of the tissue after use.
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Perform hand hygiene (e.g., hand washing with non-antimicrobial soap and water, alcohol-based hand rub, or antiseptic handwash) after having contact with respiratory secretions and contaminated objects/materials.
Linen and Laundry Protocols:
All linen used during treatments is single use only. It is removed from the treatment room and packed in an appropriate receptacle or bag and laundered in a timely manner at the conclusion of every treatment session.
The linen is laundered be either
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Thermal Disinfection at 90ºC for 3 hours
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Chemical Disinfection using Napisan.
These protocols are in line with the NHMRC guidelines for Health Care Settings and the AS/NZS 4146:2000 Laundry Practice.
Complaints policy and procedures
I am always striving to provide you with the best experience possible when you receive a treatment or purchase a product. Should you wish to make a complaint or give feedback re improvement, please contact me directly and in writing to balancedbliss@outlook.com and you will receive a response within 24 hours.
Health fund rebate
Yes, I am approved for health fund rebates on remedial massage treatments.
If you have private health insurance with extras cover, you may be able to claim a rebate on your treatment.
Privacy policy and procedure
Policy
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I will ensure that only relevant personal information is collected from individuals. All information collected will be used to ensure that massage is provided in a safe, ethical and client centred manner.
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I will have procedures in place to ensure that information is not shared or accessible to a third party.
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I am committed to the highest standards of practice and will ensure that all information collected and stored adheres with the Australian Privacy Principles, the Privacy Act 1988, and the Notifiable Data Breaches Scheme.
Procedure
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All devices used for my business are password protected to ensure restricted access
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I have sole responsibility for the security of all client records. I am obliged to adhere with the Australian Privacy Principles, the Privacy Act 1988, and the Notifiable Data Breaches Scheme in my practice.
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Your individual client medical history or treatments will not be discussed with any person without your prior consent.
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The information collected by me will only be relevant to the provision of the services provide, and this information will not be passed on to any third party unless there is a threat to the client’s safety (such as a medical emergency) or the safety of others or as permitted or compelled by law (such as a subpoena).
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As part of the yearly audit process, I will review the Australian Privacy Principles. You may request a copy of all your records relating to your care by emailing balancedbliss@outlook.com.
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Your health information will be retained for a period of seven (7) years and will then be destroyed in such a way as to render them unreadable and leave them in a form which they cannot be reconstructed in whole or in part.
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My Appointments is responsible for booking all appointments. A full copy of their Privacy Policy and Procedures is available at My Appointments Privacy Policy.
Confidentiality and Conversation Policy
At Balanced Bliss, all clients and conditions are treated as confidential. Your visit will not be discussed with anybody outside of the Clinic, without your express permission. You may choose to talk or not talk during the massage. Conversation will be guided by you.
Gift voucher policy and procedure
Gift Vouchers can be purchased by you for use by yourself or to gift to someone else. Gift Vouchers are the equivalent of cash, if lost or stolen, vouchers are unable to be replaced.
All purchased gift vouchers come with a THREE (3) YEAR expiry date.
Gift vouchers that have been donated for community fundraising come with a
SIX (6) MONTH expiry date.
Your Gift Voucher can be exchanged for any treatment or product of the same value, or you can upgrade by paying extra. Any leftover value of the Gift Voucher will be used as credit towards future treatments or purchases.
Your Gift Voucher cannot be used to purchase another Gift Voucher. It cannot be exchanged or refunded for any other legal tender (cash, EFTPOS, credit card, or gift card).
CAN I RETURN ITEMS BOUGHT WITH A GIFT CARD?
Balanced Bliss accepts returns on purchases made with a Gift Voucher. If you return an item that you have used a Gift Voucher to purchase, the value of the item at the time of purchase will be credited to you in the form of another Gift Voucher.
Refund policy and procedure
Balanced Bliss will happily exchange or refund any product that proves defective or detrimental to your skin. Our refund and exchange policy does not cover change of mind or incorrect choice so please choose carefully.
All returns must be accompanied with the original receipt. All purchases are to be returned within fourteen (14) days of purchase. The item must be in its original condition including packaging, original tags and labels still attached and the item is unused and is as sold.
For more information of your rights as a consumer please visit ACCC.
CAN I RETURN ITEMS BOUGHT WITH A GIFT CARD?
Balanced Bliss accepts returns on purchases made with a Gift Voucher. If you return an item that you have used a Gift Voucher to purchase, the value of the item at the time of purchase will be credited to you in the form of another Gift Voucher.
Respect for client needs and boundaries policy
Balanced Bliss is happy to adjust pressure, temperature, music volume, work longer on an area or move on if you request it. You, the client, may choose to: leave on as much clothing as needed for comfort, refuse any massage methods, and stop the massage at any time. You will always be draped, and your modesty maintained.
Only the area being massaged will be undraped. Your informed consent will be sought prior to any massage taking place and your understanding ensured.
Treatment Packs -
Bliss Bundles
By purchasing a treatment package from Balanced Bliss, you agree to the following terms and conditions:
1. Validity and Expiry
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Treatment packages are valid for the term stated in the package details, from the date of purchase.
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Unused treatments will expire after the validity period and cannot be refunded or extended.
2. Non-Refundable and Non-Transferable
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All treatment packages are non-refundable and non-transferable once purchased.
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Treatments within a package cannot be shared or gifted to another person.
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Packages are not redeemable for cash.
3. Booking and Cancellations
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Appointments are subject to availability and must be booked in advance.
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No-shows will result in the session being forfeited, and a fee will be applied to your account.
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Balanced Bliss' cancellation and booking policies, as stated on the website, apply to treatment packages.
4. Discounted Services and Savings
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Packages are already discounted, and additional promotions or discounts cannot be applied to package purchases — this includes referral and birthday credits.
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Package savings are only applicable when the full package is purchased upfront.
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Treatments received as part of a package are not eligible for health fund rebates.
5. Package Usage
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Packages can only be used for the specified treatment type and duration.
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Upgrades or modifications to treatments may incur an additional fee.
6. Health and Medical Conditions
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Please advise of any health conditions or changes to your health status before your appointment.
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Balanced Bliss reserves the right to adjust or refuse a treatment if it is deemed unsafe or unsuitable.
7. Studio Policies
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All treatments are conducted in line with Balanced Bliss' professional standards and policies.
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We reserve the right to modify or discontinue any treatment or package without prior notice.
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CASH/In-person payment Instructions
If you prefer to pay in person, please follow the payment guidelines below:
1. Payment Methods
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Payment can be made via Cash or Eftpos at Balanced Bliss Studio.
2. Payment Timing
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Payment is due in full at your first appointment to receive the discounted rate.
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Future appointments within the package can only be scheduled once full payment has been received.
3. Payment Terms
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Packages must be paid in full to access the savings and discounted treatments.
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Partial payments or payment plans are not accepted.
RESPECT MASSAGE
Massage therapists that are members of Respect Massage hold themselves to the highest standards of an ethical, boundary-driven practice. Respect Massage members have a zero-tolerance policy for solicitations of any kind. Jokes, innuendo, and inappropriate requests are taken seriously and will result in the swift termination of the session. When choosing a practice displaying the Respect Massage logo, you can have confidence in the safety and professionalism you will experience as a client.