FOR ALL THE BOOKINGS
Please always arrive 15 minutes before your booking so you can get started on time, we may not have the flexibility to shift your booking. We have a 24-hour cancellation/rescheduling policy for booking for one person or two people, a 72-hour cancellation/rescheduling policy for group booking (more than three people). Cancelling/Rescheduling less than this timeframe will incur a penalty fee/full amount of the booking. If you are late, we may not have availability to offer the whole duration of your booking. If we cannot reach you for 15min from your booking time, we will consider it as a no-show. This will incur a penalty / the full cost of your booking.
There will be surcharges for Sunday bookings. Single treatments will incur a $10 surcharge/person except single Sauna session, Packages will incur a $15 surcharge/person from 12/7/2023. This also applies to gift vouchers and membership discounted rates for bookings made on these days.
PUBLIC HOLIDAY BOOKINGS
Please note on public holidays when our spa is open bookings will incur a 10% surcharge/person including single Sauna session and require full payment to secure the booking. This also applies to gift vouchers and membership discounted rates for bookings made on these days.
PREGNANCY MASSAGE - PLEASE TELL US IF YOU ARE PREGNANT!
Sakura Lounge has specialist trained pre-natal therapists who can be allocated to your booking either in a single session or package. We do not perform pregnancy massage in the first trimester however. You will forfeit your booking if you are informing on your arrival.
For package bookings, only the Head to Toe Package (with pregnancy massage) is considered appropriate for a pregnant woman.
We will not perform any body treatments for any stage of pregnant women.
DO YOU HAVE HICAPS
Yes! For our remedial customers can claim their rebates upfront using our HICAPS system. All you will pay is the gap as per your health plan. Please mention you would like to use your health fund at the time of booking as the correct therapist needs to be allocated to your booking. We do not have HICAPS available staff working on the weekends currently and occasionally we will need to issue a manual receipt if HICAPS is having some problem processing the transaction.
CAN I USE HICAPS FOR PACKAGE BOOKINGS?
Unfortunately the answer for this is no. HICAPS is for the use of single session treatments with specialist therapists for Remedial massage. These treatments will include a health consultation and remedial advice if you have any injuries. Your Remedial therapist can also do shiatsu or deep tissue massage that they are trained in and allow you to claim your treatment if it is booked as a remedial massage, but not towards package treatments which are generally performed by other staff. Our packages are great value and have large discounts built in, please save your HICAPS rebates for single session treatments.
CONFIRMING YOUR BOOKING
HOW DO DEPOSITS WORK?
BLANCE PAYMENT AFTER THE RECEPTION'S OPERATING HOURS
If you booked after – 4PM on Sun/Mon, 6PM on Tue/Fri/Sat, 5PM on Wed/Thu, your balance payment will be automatically deducted from your card on the booking day. Please make sure you have sufficient funds. If you did not use any card to make a deposit when you made a booking (booking value under $150), our receptionist will call you on the day to finalise your payment.
CANCELLATIONS OR RESCHEDULING BOOKINGS
If you cancel your booking through our online system, the refund for your online deposit will be automatically processed by the system. Typically, it takes 3-5 business days for the refund to be completed, depending on your bank’s processing time. If you haven’t received the refund within this timeframe, we suggest contacting your bank directly to confirm the amount and status of your refund.
For large bookings that require a deposit these bookings are final on the day of the booking. Customers may cancel or reschedule a booking with 72 hours (3 days notice) with no penalty. Please note we need this amount of time to try and re-fill your spot which has been allocated to you or your group. In the last 3 days any cancellations will lead to a loss of deposit and in the final day of your booking 100% of the booking will be charged to your credit card or gift voucher if you cancel at this short notice or do not show for your appointment. We try and be as flexible as possible but need this policy to help keep our prices competitive and be fair to staff who are allocated to your booking.
IF YOU ARE LATE
If we are unable to reach you within 15 minutes of your scheduled booking time, we will consider it as a no-show. We will open up our therapist and room availability. This will incur a penalty fee 100% of your booking cost. Please always plan to arrive 10-15min prior to the booking time.