Booking & Rescheduling Policy

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Making A Booking

 

• Bookings can only be made on the Phone (03) 9077 2288, 24hrs before your preferred appointment time, or at the Tuptim Herbal Day Spa. Payment of  50% of the treatment is required to make the booking. Gift Voucher bookings can be made via email or via calling the spa on (03) 9077 2288. 

 

Arrival Time & Initial Consultation

 

Policy:

Staff will ensure clients new to the practice are informed and aware of the massage therapy process.
Procedures:

• Staff will request that new clients arrive between 5 to 10 minutes early to their first appointment to fill out paperwork and get settled in.

• New client sessions will always begin with a discussion about client health history and reason for attending. Staff will always ensure the client is aware of the massage therapy process and the goals and aims of massage treatment. A plan will be devised before the commencement of treatment and staff will explain what to expect prior to massage commencement and ensure client consent.

• At the conclusion of an initial consultation, staff will discuss any issues identified during the session. With client consent, a long-term treatment plan will be devised, and follow-up appointments scheduled if required.

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Late, Cancellation and Did Not Attend 

 

Policy:

This policy is intended to encourage staff and clients to be mindful of the massage schedule and respectful of the time of fellow staff and clients.

 

Procedure:

Late arrival

• If a client arrives late to an appointment the massage will finish at the allocated time and full price will be charged.

Cancellation

• If cancelation or rescheduling occurs less that 24 hours before the appointment, then a $50 fee will be charged.

• If a staff member cancels your appointment they will give as much notice as possible.

Did Not Attend

• Failure to attend an appointment will result in a $50 fee being charged. Failure to show on two occasions will result in full payment taken upon booking or refusal to continue to treat.

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Confirmation of Booking

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• Tuptim Herbal Day Spa will call your provided phone number to confirm booking. We are in the process of moving to a text message system.

 

Professional Development And Quality Assurance

 

Policy:

Staff at Tuptim Herbal Day Spa will commit to maintaining professional development to ensure best practice.

 

Procedures:

• Tuptim Herbal Day Spa will maintain registration and membership with Massage Association of Australia (MAA).

• All staff will have a Certificate from The Union of Thai Traditional Medicine Society,

• Staff will maintain first aid qualifications as required.

• Staff will continually improve professional practice by attending workshops and networking events.

• Tuptim Herbal Day Spa will ensure all relevant insurance is maintained and updated.

• View Tuptim Herbal Day Spa COVID-19 Policy

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Products

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Policy:

Tuptim Herbal Day Spa will ensure that clients are protected from false and misleading representation of the usefulness of massage products used in the centre.

 

Procedures:

• Staff will use all products safely and in accordance with product protocols.

• Clients have the right to an informed choice about product use and staff will answer all client questions with honesty.

• Only reputable products will be used in the cntre.

• Client’s health information is taken into consideration when using products in the centre.

• Clients have the right to refuse to be treated with any product at any point during their treatment.

 

Infection Control, Hygeine And Cross-Contamination

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Policy:

Staff at Tuptim Herbal Day Spa will commit themselves to the highest standards of practice and will ensure that the health, safety and wellbeing of our clients is always maintained. All infection control and hygiene protocols applicable to a professional Massage Therapy clinic will be implemented.

 

Procedures:

• Linen will be stored in a manner that will ensure its cleanliness at time of use.

• All used/soiled linen will be removed from massage clinic after each massage and laundered.

• All linen is single-use only and will be replaced between each client.

• Products such as oils and creams will be stored in an appropriate container and applied in a way that prevents cross contamination, such as the use of a disposable spatula.

• Staff will always maintain personal hygiene.

• Staff will wash and dry hands before and after each client, using hot water and soap.

• Staff will wash and dry hands after using the bathroom, using hot water and soap.

• Staff will ensure hands and wrists are free of jewellery during treatment and we will ensure that fingernails are always kept short and clean.

• Any exposed areas of the massage table/chair will be cleaned and disinfected after each client.

• Clients who display signs of illness that indicate that treatment may be detrimental to their health, or the health of others will not be treated.

• Staff may wear latex-free gloves during the treatment session to protect both the client and therapist at their discretion.

• Staff will always wear gloves in the event either client or therapist displays broken skin.

 

Draping

 

Policy:

Staff will ensure that clients feel safe and protected from being overly exposed during treatment.

 

Procedure:

Staff will abide by following to ensure welfare, security, privacy, modesty and warmth are maintained:

• Clients will be asked to leave underwear on during massage.

• Only the area being treated will be exposed when receiving massage.

• All linen is only used once and then laundered at high temperature after each treatment.

• Staff will ensure that clients are comfortable and warm.

• Draping is adjusted quickly and efficiently to minimise exposure to the client.

• Staff will leave the room while client undresses.

• Breasts and genitals will be securely draped.

• Staff will give clear instructions to clients when working in intimate areas and treatment is provided to the edge of draping.

• Staff will adapt treatment should a client wish to remain clothed.

• No computers, phone or photographic devices will be used during treatment.

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Cancellations and Rescheduling Policy

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• Please read our policy carefully prior to booking. If you have any questions regarding cancellations or rescheduling please get in touch with us.

• To avoid losing your booking, we require a minimum of 24 hours notice for any cancellations and rescheduling a booking.

• If something unexpected happens, please send someone else on your behalf for the treatment

should you be unable to attend the appointment.

 

Client Complains & Refunds

​Client Complaints 

 

Policy:

Clients have the right to lodge either a formal or informal complaint.

 

Procedure:

The process for making a complaint is:

• Via email at hello@tuptimherbal.com.au

• Discuss issue with staff directly either face to face or by phone +61390772288

 

Situations that may constitute a complaint are:

• Injury or worsening of condition due to treatment or inappropriate advice.

• Treatment was not provided as agreed

• Sexual harassment—inappropriate touching or conversation

• Inappropriate draping leading to client modesty not being maintained.

• Breaches in client rights policy.

• Discrimination.

• Claims by staff to heal or fix condition or treatment outside of staff scope of practice.

• Being offered sexual services.

• Intimidating or aggressive behaviour.

• Unsafe or unhygienic environment.

 

Refunds
 

• Refunds are not provided for treatments booked, you are able to reschedule provided it is at least 24 hours prior to the appointment, failing to do so will incur a $50 fee. 

• Tuptim Herbal Day Spa will issue clients a full refund should they be dissatisfied with treatment due to the issues listed below in ‘client complaints’.

• Should a client be dissatisfied with quality of treatment within the first 10 minutes of service, they may request for the massage to cease, and we will happily refund your payment. Or customers can ask to change the therapists if they are not satisfied. If the client does not request for the massage to cease within the first 10 minutes, full payment will be required.

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Amendment Of Policies And Procedures

 

• Tuptim Herbal Day Spa reserves the right to modify, change, or terminate any such policy or procedure in its sole discretion and without prior notice.