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Terms & Conditions

Bookings and Cancellations

Booking your appointment

Welcome to Urban Sanctuary — we’re looking forward to helping you rejuvenate, recharge, and reconnect.

To make an appointment, simply call our friendly team on (03) 9968 9898 for our Ivanhoe location or (03) 9997 8008 for our Abbotsford location, or click the ‘Book Now’ button on our website and follow the prompts.

Please note: A valid credit or debit card is required at the time of booking to secure your appointment. If you are using the gift card please have this to hand too.

We accept all major credit and debit cards, including American Express.

Cash payments are also welcome.

Arrival Information

If it’s your first visit to Urban Sanctuary, we kindly ask that you arrive 15 minutes early to allow time for parking, locating our facility, and completing your Client Form.

You may also have received an e-waiver form if you booked online. We strongly recommend you complete this prior to your appointment to avoid any delay to your treatment time.

Please note: If this waiver is not completed, you will not be able to proceed with your session.

For all appointments, we recommend arriving at least 10 minutes early so you can unwind and settle in before your treatment begins.

As our appointments are time-based, late arrivals may result in a shorter treatment time, or in some cases, we may not be able to proceed with your treatment if you are more than 5 minutes late. In these instances, the full treatment fee still applies.

To maintain a calm, peaceful spa environment for all guests, we ask that you do not bring young children to your appointment unless they also have a scheduled treatment with us.

Our space includes specialist equipment, and we want to ensure a safe and relaxing experience for everyone.

We kindly ask that you switch off your mobile phone and keep noise to a minimum upon entering the spa.

Cancellations & Rescheduling

We understand that plans can change. If you need to reschedule or cancel your appointment, please provide at least 48 hours’ notice so that we can offer your time slot to another guest.

Changes made under 48 hours before your appointment will incur a 50% cancellation fee.

Changes made within 24 hours or failing to attend your appointment will incur a 100% cancellation fee.

Please note: Packages and Gift Certificates are non-refundable.

If you cannot attend your scheduled appointment, you are welcome to send a friend or family member in your place — we will happily accommodate them.

As a courtesy, we send automated text message reminders of your appointment date and time. However, we recommend adding your booking to your personal calendar, as it is your responsibility to manage your appointment.

If you do not wish to accept our cancellation policy, you are welcome to book on the day you wish to visit. Please note, availability may be limited.

Catering Inclusions with Bookings

Catering inclusions with Any Packages

Bookings up to 4 people must be made with at least 48 hours’ notice.
Bookings of more than 4 people must be made with at least 72 hours' notice.
A minimum of 2 people per booking is required.
Menu items are subject to change based on seasonal availability. Food and presentation may vary from images shown.
We will do our best to cater for special dietary requirements. These must be emailed to the relevant spa location at least 48 hours in advance. Requests received after this time cannot be guaranteed.
Catering is available only with selected packages. Please enquire if you are not sure.
Management reserves the right to amend or withdraw the offer at any time without prior notice.
Offer is non-transferable and has no cash value.

Referral Program

1. Program Overview

Referrers receive $15 credit for every new client they refer to Urban Sanctuary.
Referred clients receive 25% off their first booking on any full-priced individual service.
Referrals must book and complete their service to qualify.

2. Eligibility

Referred clients must be new to Urban Sanctuary (no prior bookings under their name, email, or phone number).

3. Referral Tracking

Each Referrer will be provided with a unique referral code to share with their network.
Referred clients must use the referral link or enter the referral code at online checkout or quote it at reception at the time of booking.
Referral codes must be used at the time of first booking. We cannot apply discounts or credits retroactively.

4. Rewards

For each eligible referral, the Referrer will receive a $15 credit towards Urban Sanctuary services.
Credits are:
Issued immediately once the referred client completes their first service.
Valid for 60 days from the date of issue.
Non-transferable and have no cash value.
Cannot be used to purchase products or gift cards.
Any unused credits will expire at the end of their validity period.

5. Discount Conditions

The 25% off referral discount applies only to first-time bookings on full-priced individual services.
This discount:
Cannot be used on products, gift cards, or service packages.
Cannot be combined with any other offer, promotion, or discount.

6. Fair Use & Program Integrity

Urban Sanctuary reserves the right to:
Verify the authenticity of referrals.
Disqualify any referrals suspected of misuse or manipulation.
Terminate any Referrer’s participation in the program for breaches of these terms.

7. Modifications & Termination

Urban Sanctuary may update or terminate the Referral Program at any time.
Changes will be communicated via email or published on our website.
Any credits accrued prior to termination will remain valid for their standard expiry period.

Returns & Refunds for Skincare Products

Eligibility for Return

Unopened and unused skincare products can be returned within 7 days of purchase.

If a product is defective, damaged, or not as described, it is eligible for return or exchange if reported within 7 days of purchase.

Opened products are generally non-returnable due to health and hygiene reasons unless they are defective or cause an adverse reaction.

Conditions for Refund or Exchange

If you experience an allergic reaction, discontinue use and contact our customer service team within 7 days with proof of purchase and photographic evidence. We will assess your case for a potential refund or exchange.

Should you find yourself dissatisfied with your purchase for any reason, please inform us, and we will make every effort to identify the optimal solution for you. It’s important to note that no refund will be granted for changes of mind. In certain circumstances you may be able to swap the product or opt for store credit.

Refunds will only be issued to the original payment method.

Conditions for Pack Purchases

Intro Pack valid for 3 months from purchase date. 3-Pack valid for 5 months from purchase date. 5-Pack valid for 6 months from purchase date. 6-Pack valid for 8 months from purchase date. 10-pack valid for 12 months from purchase date. All packages are non-refundable and non-transferable.

Introductory packs are available to individuals who have not previously purchased or redeemed that specific pack. Each person is limited to the purchase and/or use of one of each introductory pack. Introductory packs cannot be gifted to guests who have previously purchased or redeemed that specific pack.

Surcharge

*A 10% surcharge applies to all skin, massage, and beauty services on Saturdays and Sundays. This surcharge will be reflected in your total at the time of booking and payment.

Pricing Notice

Prices displayed during the booking process are subject to change. Your final confirmed price will be displayed at the online checkout or advised by our team at the time of payment. By proceeding with your booking, you acknowledge and accept these pricing terms.

Sanctuary Circle

Loyalty Program — Terms & Conditions

1. About the Program

Sanctuary Circle is the loyalty reward program operated by Urban Sanctuary. The program allows eligible guests to accumulate points through qualifying purchases and redeem those points toward future treatments, experiences, and products at Urban Sanctuary.

Urban Sanctuary reserves the right to modify, suspend, or discontinue the Sanctuary Circle program at any time, with reasonable notice provided where possible. Changes to the program — including earning rates, redemption values, eligible categories, and tier structures — will be published on the Urban Sanctuary website and communicated in-centre.

2. Enrolment

Guests are enrolled in Sanctuary Circle automatically upon creation of a guest profile at Urban Sanctuary.
Enrolment is free and no purchase is required to join.
Membership in the program is personal and non-transferable.
By participating in the program, guests agree to these Terms & Conditions.

3. Earning Points

3.1 When Points Are Awarded

Points are earned at the time an invoice is closed — that is, after payment has been received and the transaction is finalised. Points are not awarded at the time of booking alone.

The current points earning rate is published in-centre and on the Urban Sanctuary website. Earning rates may change from time to time and guests are encouraged to check current rates with staff or online.

3.2 Eligible Purchases

Points are earned on the following qualifying purchases (subject to the current program structure):

Services — all treatments booked and completed at Urban Sanctuary
Products — retail and skincare items purchased in-centre
Packages — new bundled experiences purchased in-centre
Memberships — recurring membership payments processed by Urban Sanctuary

3.3 Rebooking Bonus

A rebooking bonus may be awarded where a guest, on the same day as their visit, completes a service, has their invoice closed, and makes a subsequent booking either in-centre or online. Both conditions — the closed invoice and the new booking — must occur on the same calendar day for the bonus to apply.

4. Referral Points

Referral points are awarded to an existing guest when they successfully refer a new guest to Urban Sanctuary.
A referral is only valid for a guest who is new to Urban Sanctuary — referrals of existing guests do not qualify.
The referring guest's referral code must be added to the new guest's profile during profile creation, or before the new guest's first invoice is closed. Referral codes added after the first invoice is closed will not attract points.
Points are awarded to the referring guest only after the referred guest has visited, paid in full, and their invoice has been closed.
Referral points apply to the referred guest's first visit only.
For referred guests who purchase a membership or package, referral points to the referring guest are awarded only on the first purchase. Repeat membership payments or subsequent package purchases by the referred guest do not generate further referral points.

5. Redeeming Points

A minimum balance of 500 points is required before redemption is permitted.
Points may be redeemed toward treatments, wellness experiences, and products at Urban Sanctuary, subject to the current redemption catalogue.
Points cannot be redeemed for cash, transferred to another guest, or applied to third-party products or services.
Redemptions are processed at the time of invoice and cannot be applied retrospectively.
The redemption value of points is determined by the current program rate, which may be updated from time to time.

6. Points Expiry

Points expire 365 days from the date they were earned if no qualifying activity has occurred on the account within that period.
Qualifying activity that resets the expiry period includes any purchase on which points are earned or any redemption of points.
Urban Sanctuary is not responsible for expired points and is not obliged to reinstate points that have expired.

7. Promotional Offers

From time to time, Urban Sanctuary may run limited-time loyalty promotions offering bonus or double points on specific categories, services, or during specified periods. These promotions are subject to their own terms and conditions, which will be communicated at the time of the promotion.

Promotional offers may apply to eligible guests only — eligibility requirements will be specified per promotion.
Guests should check with staff or review in-centre materials if they are unsure whether a promotional offer applies to their account or purchase.
Urban Sanctuary reserves the right to modify or withdraw any promotional offer at any time without prior notice.

8. Adjustments & Removal of Points

Urban Sanctuary reserves the right to adjust, remove, or cancel points from a guest's account in the following circumstances:

A service, product, or sale is reversed, voided, or refunded — points awarded on the original transaction will be removed from the account.
A product is returned after the end of a promotional period — points earned during the promotion will be removed at the time of refund.
A transaction is identified as fraudulent, dishonest, or made in breach of these Terms & Conditions.
An account is used in a manner that Urban Sanctuary reasonably considers to be an abuse of the program.
Guest misconduct — Urban Sanctuary reserves the right to suspend or permanently cancel a guest's Sanctuary Circle account in cases of misconduct, harassment of staff, or breach of Urban Sanctuary's guest conduct policies.
No points are awarded on cancellation fees, no-show fees, or any penalty charges.

9. Account Management

Guests are responsible for ensuring their profile details are accurate and up to date.
Point balances can be queried in-centre with a staff member.
Urban Sanctuary is not responsible for points lost due to incorrect profile information, failure to present a referral code before an invoice is closed, or technical errors outside Urban Sanctuary's reasonable control.
Program accounts are not transferable and cannot be merged except at the absolute discretion of Urban Sanctuary management.

10. General

These Terms & Conditions are governed by the laws of Victoria, Australia.
Urban Sanctuary's decision on all matters relating to the Sanctuary Circle program is final.
These Terms & Conditions supersede any prior representations made verbally or in promotional materials to the extent of any inconsistency.
Urban Sanctuary reserves the right to update these Terms & Conditions at any time. The current version will be available on the Urban Sanctuary website and in-centre.

Questions?

Speak with our team in-centre or email ivanhoe@urbansanctuary.com.au or abbotsford@urbansanctuary.com.au.