Cancellation Policy

We understand that plans can change. Because Tsavo Wellness reserves treatment rooms, equipment and staff specifically for each booking, we require a minimum of 24 hours' notice to cancel or reschedule an appointment.

If you cancel or reschedule your appointment 24 hours or more before the scheduled appointment time, there is no cancellation fee and any eligible booking credit will be returned in accordance with the terms of the applicable membership, package or purchase.

If you cancel or reschedule within 24 hours of your scheduled appointment, or fail to attend your appointment, the booking will be treated as a late cancellation or no-show.

In these circumstances:

• if the appointment was booked using a membership, package or other credit, the applicable booking credit will be forfeited; or
• if the appointment was booked as an individual service, 100% of the booked appointment price will be payable.

You will not be charged the full appointment fee and forfeit the applicable membership or package credit for the same appointment.

Where payment is due, you authorise Tsavo Wellness to charge the payment method held on file where permitted. If payment cannot be processed, the amount will remain outstanding and may be required to be paid before further appointments are booked or attended.

Failure to attend a booked appointment without providing the required notice is considered a no-show.

A no-show will result in either the applicable membership/package credit being forfeited or 100% of the booked appointment price becoming payable, as applicable.

If you arrive late, we will do our best to provide your service within the remaining appointment time. Your appointment may need to be shortened so that subsequent clients are not affected.

The full appointment price or applicable booking credit remains payable.

If you arrive more than 15 minutes late and we cannot safely or reasonably provide the service within the remaining appointment time, the appointment may be treated as a late cancellation or no-show.

This policy applies to appointments booked using:

• memberships;
• prepaid packages;
• gift credits or gift cards;
• promotional or complimentary credits; and
• individually purchased appointments.

Cancellation of an appointment is separate from cancellation of a membership. Membership cancellation and freeze arrangements are governed by the applicable Membership Terms & Conditions and Membership Contract Agreement.

We recognise that genuine emergencies and exceptional circumstances can occur. Tsavo Wellness may waive or modify a late cancellation or no-show charge at its discretion where appropriate.

Nothing in this policy limits any rights or remedies available to you under the Australian Consumer Law.

To cancel or reschedule, please contact us as soon as possible:

Tsavo Wellness
3A Spit Road, Mosman NSW 2088
Email: sanctuary@tsavowellness.com.au
Phone: 0431 992 111