professional-day-spa-gold-coast

Terms of Service

To Our Valued Customers,

We look forward to being your oasis of peace and tranquility in the hustle and bustle of your day-to-day life. To help us provide the best relaxation experience for you and your loved ones, please read and follow our terms and conditions. Thank you in advance for your understanding and cooperation.

 

1. Bookings, Cancellations & Reschedules

We understand that sometimes events arise that are beyond your control. While we are considerate of your circumstances, we ask that you are mindful of ours, as we are unable to fill appointments at short notice.

Deposit Policy
  • A 50% deposit is required to secure all bookings.
  • Deposits must be paid at least 48 hours before your appointment. Bookings without a deposit are subject to cancellation.
  • Gift vouchers can be used as deposits and will be redeemed in full upon confirmation.
Cancellation & Reschedule Policy
  • Please note that deposits are non-refundable.
  • If you cancel or reschedule your appointment with at least 48 hours notice, your deposit will be held as a credit towards your next visit.
  • Cancellations or reschedules made with less than 48 hours notice will result in the forfeiture of the deposit.
  • For same-day bookings, all appointments are considered final. Cancellations or changes will result in forfeiture of the deposit.
  • No-shows will result in the forfeiture of the deposit, and no refunds will be available.
Treatment Details
  • The deposit confirms your commitment to the duration of your treatment. If you choose to change the service last minute (e.g., changing from a 2-hour treatment), the original time booked will be honored in respect of our therapists' valuable time.
  • Please notify us 48 hours prior to your appointment if you have specific therapist preferences or treatment requirements so we can make the necessary arrangements.

 

2. Making Your Way Here & Late Arrivals

Location & Parking

LANSPA is located on Elkhorn Avenue, Surfers Paradise, in the heart of the Gold Coast CBD. Parking can be challenging during peak hours. We encourage all customers to allow ample time to park and arrive punctually.

Parking Recommendations:

  • Cypress Garden Car Park (3332 Surfers Paradise Blvd, next to Cypress Avenue Tram Station) offers $8.70 all-day parking.
  • Chevron Renaissance Car Park provides 2 hours of free parking, recommended for treatments under 2 hours.
  • Public Transport: We are a 3-minute walk from the Cypress Avenue Tram Station.
Running Late
  • To ensure a timely start, please arrive 10 minutes early to complete any necessary paperwork.
  • If you are running late, please call to let us know. We will always do our best to accommodate your full treatment time. However, late arrivals may result in a shorter session out of respect for subsequent appointments.
  • If we are running behind schedule, we will ensure you receive the full duration of your booking.

 

3. Financials & Surcharges

We accept card, cash, HICAPS, and Afterpay. Private health insurance rebates are available for remedial massage only.

Applicable Fees & Surcharges
  • A 2% surcharge applies to all card transactions.
  • Split bills are not available for group bookings.
  • On public holidays, packages that are bookable will incur a 15% surcharge.
  • Refunds issued from our booking system take 1–3 business days to return to your account.
Finalizing Your Booking

Guests are responsible for checking that all booking details are correct. Once confirmed with a deposit, bookings are considered final. We are not liable for errors confirmed by the customer.

 

4. Spa Etiquette & Customer Care

LANSPA is a space for peace and tranquility. We ask for your cooperation in maintaining this serene environment.

  • Please turn off your phone before entering the spa and be mindful of others in the reception area.
  • Please ensure all personal items and jewellery are secured in your bag before treatment, and that you collect all belongings afterwards. LANSPA is not responsible for lost or stolen property.
  • Dissatisfaction: If you are dissatisfied with your treatment, please notify reception within 10 minutes of the session commencing so that we can find an immediate solution. We are unable to take action if the treatment proceeds in full.

 

5. Gift Vouchers & Store Credit

  • All gift vouchers are non-refundable, but are redeemable for retail products.
  • Please treat gift vouchers like cash. Lost, stolen, or destroyed vouchers may not be replaced.

  • Our gift cards can only be redeemed at the location where they were purchased, as each LANSPA location manages its own gift card liability independently. If you'd prefer to use your gift card at a different LANSPA location, we're happy to reach out to your original purchase location on your behalf to request a credit transfer. If they approve, we'll gladly honour your gift card at your preferred location.

  • Store credit is non-transferable and may not be redeemable if lost or stolen.
  • All gift vouchers are valid for 1 year from the date of purchase. No post-purchase fees apply.

 

6. Refund Policy (In Line with ACL)

Generally, refunds will not be provided for products or treatments purchased. However, we will provide refunds where required under the Australian Consumer Law (ACL).

You are entitled to a refund or replacement for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have services remedied if they are not provided with due care and skill, or are not fit for purpose.

Key Refund Terms
  • We kindly ask clients to voice any concerns during their treatment so we can promptly address and resolve any issues.
  • Refunds are issued for any products or treatments that we are unable to provide.
  • Treatments and products are not transferable to other individuals or clinics. Proof of purchase is required.
  • Refunds are not offered for change of mind.
  • All refunds processed by LANSPA will incur a 5% processing fee to cover bank fees and administrative costs.
  • Refunds for deposits are not available if you no-show or cancel/reschedule within 48 hours of your appointment.
  • In-Store Deposit Payments: If a deposit was paid via bank transfer, a refund will be issued. If paid by cash or card, only store credit will be issued.

 

7. Zero-Tolerance Sexual Harassment Policy

LANSPA maintains a strict zero-tolerance policy towards any form of sexual harassment directed at our staff or associates. Our therapists are trained professionals who provide wellness services in a safe, respectful, and professional environment.

 

Consequences of Misconduct

  • Any inappropriate behaviour, gestures, comments, or advances will not be tolerated under any circumstances.
  • If a guest engages in any behaviour that is sexual, inappropriate, or makes a staff member feel uncomfortable or unsafe, the treatment will be stopped immediately.
  • The guest will be asked to dress and leave the premises. No refunds will be issued for incomplete treatments due to misconduct.
  • Staff have the right to end a service at any time if they reasonably believe harassment, a crime, or threatening behaviour is occurring.
  • Guests who violate this policy may be permanently banned from LANSPA.

 

Legal Definition

Under the Fair Work Act 2009 (Cth) and the Australian Human Rights Commission Act 1986, sexual harassment is unlawful. Conduct is considered harassment if it is uninvited, unwelcome, and makes the recipient feel offended, humiliated, or intimidated — regardless of the intent behind the behaviour.

These terms and conditions are subject to change without notice. By making a booking with LANSPA, you agree to the above policies.