LATE POLICY

If arrival is delayed, we will make every effort to accommodate your full appointment but this is not always possible.  Service time may be abbreviated to avoid delays for other customers as treatments are charged at full value.  Last minute changes to appointments will be honoured only if a service appointment is available for a later time in the day (of your appointment) and other customers are not inconvenienced.

CANCELLATION & NO SHOW

Customers who book appointments and cannot join us for their scheduled appointment are granted full credit at Richmond Massage provided that at least a 48-hour notice is given.  We do not provide refunds for cancelled/no show appointments.  Last minute changes to appointments will be honoured only if the service time is available and other customers are not inconvenienced.  Therapists will wait for a maximum of 15 minutes before an appointment is considered a no show.

All service sales, retail sales and gift vouchers sales are final, with no refunds.

PLEASE NOTE: We reserve the right to charge in full for appointments cancelled with less than 48-hours notice (even with last minute bookings that fall within the 48-hour window) as we, as a company are still liable for our full operating costs.  Payment shall be taken in full at the next appointment.

PAYMENTS & GRATUITY

Richmond Massage accepts cash only as payment, except for packages which are to be paid for via bank transfer prior to activation.

SPECIAL CONDITIONS

Please notify us before reserving your treatments if you have high blood pressure, special physical concerns, diabetes or are pregnant.  All Richmond Massage customers will be asked to complete a consultation form upon check-in, designed with your well-being in mind.

ILLNESS

Please notify us before reserving your treatments if you have been unwell or you have exhibited any symptoms such as fever, cough, runny nose etc. in the past two weeks.  We reserve our right to refuse treatment to anyone who may put our therapist's health at risk.

AGE REQUIREMENT

Children are invited to have massage treatments with us as long as they are accompanied by an adult.

QUIET ENVIRONMENT

As a courtesy to other customers, please maintain a quiet level of conversation.  Mobile phones must be turned off when entering the premises.

GIFT VOUCHERS

eGift Vouchers are available for massage treatments and are not redeemable if lost or stolen.  eGift Vouchers expire 12 months after the date of purchase.  eGift Voucher sales are final, with no refunds.  eGift Vouchers are only redeemable against a single massage treatment and cannot be split between multiple treatments.  If you choose a treatment of a lesser value whilst booking with an eGift Voucher, the full amount on the eGift Voucher shall be considered redeemed.  eGift Vouchers cannot be used on retail products.  eGift Vouchers are considered redeemed for no show appointments and those in breach of our last minute cancellation policy.  eGift Vouchers are for a specific amount, not treatment.

PACKAGES

Packages expire after 1 year from date of purchase.

Packages cannot be exchanged for cash or any other goods or services.

Packages are non-transferable and not shareable with other people.

The timings chosen are final and not separable in multiple sessions.

Packages are non-refundable even in the event of medical circumstances.

Packages expiry dates cannot be extended for any reasons.

Richmond Massage reserves the right to dishonour a massage package if it reasonably believes the redeemer stole or is otherwise not the intended beneficiary of the purchaser.

Richmond Massage reserves the right to change these Terms & Conditions from time to time at it's sole discretion.
Packages do not represent proof of payment.

PRICES SUBJECT TO CHANGE

We are constantly expanding our services to bring you the latest and greatest.  Although we make every effort to keep our website and service menu updated, please note that prices and services are subject to change at any time.  We love having you as a customer, but we do reserve the right to refuse service at any time, to anyone, for any reason.

VISITORS

We are unable to accommodate visitors accompanying customers in our treatment rooms unless accompanying a child.  Please be aware that there is no waiting area for customers or companions.

CUSTOMERS' RIGHT TO KNOW

We strive to exceed our customers' needs.  We believe that advising our customers of the products/treatments best suited for them is as essential as the service we perform.  Therefore, our customers' right to know policy advises each customer on the products and techniques best suited for the customer to maximise the benefits of their service.

ATTIRE

The treatment rooms are a public and coed space.  Proper attire is to be worn at all times.  Proper attire includes a towel around the waist or chest at all times.  Nudity is not permitted anywhere in the facilities.  Towels are provided for your treatment.  Underwear (bottom half for male & female clients) to be worn during treatment.

SAFEGUARDING

At Richmond Massage we treat the safety of our therapists with the utmost importance therefore we reserve the right to not disclose any of their personal information including identity, gender, age or background (including training) and shall not provide any information regarding individual therapists beyond what is already supplied in this website for any purposes including but not exclusively, for data protection and insurance.

PLEASE NOTE: We carry our own insurance but do not work with any external (customer based) insurance providers.