Cancellation policy

Treatments

Massage, facials and other practitioner treatments.

• You don't pay when you book. You can pay at your appointment, or for some practitioners, pay ahead online or at reception. Your booking email tells you how.
• We ask for a card when you book. We don't charge it unless the rules below apply, or you ask us to charge it for your treatment. Card details are held securely by our payment provider, Stripe. Ngaya never sees or stores your full card number.
• To cancel or change a booking, please give us at least 24 hours' notice. Call or text us on 0489 078 970, or email hello@ngayawellness.com.au.
• Reception is staffed from 9:30am to 6pm. A text or email sent outside those hours counts as received at 9:30am the next day. For example, a text at 6:30pm on Monday for a 7pm Tuesday booking counts as 9:30am Tuesday, which is less than 24 hours' notice.
• If you cancel with less than 24 hours' notice, or don't come to your appointment, we may charge 100% of the treatment price to the card you saved.
• If you've paid ahead and give at least 24 hours' notice, we'll contact you to refund your payment or keep it as credit towards a future visit.
• If you've paid ahead and cancel with less than 24 hours' notice, or don't come, the fee is taken from your payment and any difference is refunded.
• For couples bookings, the fee applies to each person.
• If you booked with a gift voucher, the voucher amount stays on your voucher for next time, and the fee is charged to the card you saved.
• Running late? Your treatment may need to finish at the booked time so the next client isn't delayed. The full price still applies.

Sauna, spa and recovery boots

• These are paid in full when you book.
• Cancel more than 24 hours before your session for a full refund.
• Cancellations within 24 hours and no-shows aren't refunded.

When we make an exception

We understand that illness and emergencies happen. Reception can waive a fee at Ngaya's discretion. Please call or text us as early as you can.

If we need to cancel

If Ngaya or your practitioner has to cancel, we'll contact you to rebook. You won't be charged anything.

Gift vouchers

• Gift vouchers are valid for 3 years from the date of purchase.
• They can be used across several bookings until the balance is used up.
• They can't be exchanged for cash.

See also our privacy policy. Ngaya Wellness Pty Ltd · ABN 29 699 510 211