Refund and Cancellation Policy

Cairns Coastal Therapeutic Massage and Counselling

Effective Date: 20 May 2026

At Cairns Coastal Therapeutic Massage and Counselling, we are committed to providing professional, high-quality massage and counselling services. This Refund and Cancellation Policy outlines our approach to bookings, cancellations, refunds, and client satisfaction.

1. Appointments and Bookings

Appointments can be made online, by phone, or via email.

By booking an appointment, you agree to the terms outlined in this policy.

2. Cancellation Policy

We understand that circumstances can change. If you need to cancel or reschedule your appointment, we kindly request at least 24 hours’ notice.

Cancellations with More Than 24 Hours’ Notice

No cancellation fee applies.
Deposits may be transferred to a future appointment.

Cancellations Within 24 Hours

A cancellation fee of up to 50% of the appointment cost may apply.

No-Show Appointments

Clients who do not attend their appointment and do not provide notice may be charged up to 100% of the booking fee.

Repeated late cancellations or no-shows may require full prepayment for future bookings.

3. Refund Policy

Massage Services

Refunds are generally not provided for completed massage treatments where the service has been delivered professionally and in full.

However, we may consider partial or full refunds where:

A service could not be completed due to practitioner illness or emergency
An administrative error resulted in incorrect billing
Exceptional circumstances apply at management discretion

Counselling Services

Due to the time reserved specifically for each client, refunds are generally not provided for completed counselling sessions.

If technical difficulties occur during an online session that prevent completion of the service, we may offer:

A rescheduled session, or
A partial refund where appropriate

4. Prepaid Packages and Gift Vouchers

Prepaid Packages

Prepaid treatment packages are non-refundable once commenced.
Unused sessions may be transferable at management discretion.
Packages must be used within the validity period specified at purchase.

Gift Vouchers

Gift vouchers are non-refundable and not redeemable for cash.
Gift vouchers must be presented at the time of service.
Expiry periods apply in accordance with Queensland and Australian consumer laws.

5. Client Satisfaction

Your comfort and wellbeing are important to us.

If you are dissatisfied with any aspect of your treatment or service, we encourage you to discuss your concerns with us as soon as possible so we can work towards a fair and reasonable resolution.

6. Late Arrivals

Clients arriving late may have their treatment time reduced to avoid impacting subsequent appointments.

Full appointment fees may still apply.

7. Practitioner Rights

Cairns Coastal Therapeutic Massage and Counselling reserves the right to:

Refuse service where inappropriate behaviour occurs
Terminate a session if safety or professional boundaries are compromised
Modify appointment durations where necessary for operational reasons

8. Contact Us

For questions regarding this Refund and Cancellation Policy, please contact:

Cairns Coastal Therapeutic Massage and Counselling
Trinity Beach, Queensland
Website: www.cairnscoastaltherapy.com.au
Email: mcilwrma1@gmail.com
Phone: 07 21160095