Terms and Conditions
Privacy and Information Collection
Clinic Privacy Policy
Hana & Flow encompasses all currently employed staff, subcontractors, and other practitioners who currently provide products and services.
In order for us to provide care at the highest standard it is necessary for us to collect personal information and maintain a file pertaining to your health. Hana & Flow is bound by the Australian Privacy Principles (APP) as set out in the Privacy Act 1988. These principles set the standards by which we handle personal information collected from our clients. These principles are in addition to the high standard of ethical conduct required by staff, subcontractors, and the practitioners operating within Hana & Flow.
What Does This Privacy Policy Cover?
The Privacy Policy covers the treatment of personally identifiable information and other information described within, gathered when you are using, purchasing, or accessing our products and services.
Personal information is not retained in any form by subcontractors of Hana & Flow once their contracts have expired.
This policy does not apply to the practices or data security of third parties that we do not own or control, including but not limited to any third-party websites, services and applications such as Facebook, Instagram or Fresha - third-party services that you elect to access through our services. We cannot take responsibility for the content, privacy policies, or practices of those third-party services.
Personal Information
If you contact us via email we will collect the email address you nominate and any other identifying information you provide, such as name or phone number, as well as any information relevant to your health history and current health status.
Other than circumstances such as unlawful activity or serious threats to health and safety, we never share Personal Information with other third-party websites or organisations.
You may opt out of further contact with us at any time by informing us via email or phone call.
The information we gather enables us to personalise, improve, and continue to operate our services and products.
Clinical Information
We do not collect Personal Information about you when you visit our website, however, if you make a booking through our online booking and customer management system (CRM) Fresha, we will collect and store within these services any Personal Information that you elect to provide.
Limitation of Liability For Data Held By Third Parties
Personal Information held by the CRMs is not governed by this Policy. However, the ways in which Hana & Flow uses, accesses, and protects your Personal Information held by those services are governed by this policy.
General Terms & Conditions
To help us provide the best possible service to you we have developed and applied the following terms and conditions. By booking a massage or purchasing a gift voucher with Hana & Flow you are agreeing to these terms and conditions.
All Hana & Flow staff and practitioners are trained professionals. Staff reserve the right to refuse treatment.. Hana & Flow treats females only and provides only professional, health and wellbeing-focused treatments.
Hana & Flow reserves the right to change prices and services without notice.
Bookings, Payments + Deposits
An online booking system has been set up so that you can pick a preferred time that suits you. Please email or DM us on Instagram if you have any specific requests and we will do our best to accommodate.
Bookings can be made in advance for up to 3 months.
You will receive an email notification of your booking date and time and some helpful information.
Your booking confirmation email contains a link to cancel your appointment up to 24 hours in advance.
You will also receive an SMS reminder 24 hours prior to the appointment.
Please be considerate of your therapist and arrive on time at your appointment
First-time clients are required to pay a $50 deposit to secure their appointment. A Client details form will be sent to you upon booking. Please take the time to fill this in at least 24 hours prior to your appointment so we can review and determine the appropriate treatment. It would be greatly appreciated if all NEW clients arrive at least 10 minutes prior to the appointment to familiarise themselves with the space, use the bathroom and relax before your treatment.
Payment for services is due in full at the time of the service.
Cancellations + Changes To Your Appointment
In fairness to all clients and our business, we require a minimum of 24 hours notice to cancel or reschedule an appointment.
If you cancel your appointment prior to the 24-hour notice period and have paid a deposit the deposit will remain as a credit against your account.
Please note: We do not offer refunds for cancelled appointments.
We have limited appointments available and high demand, so for everyone’s benefit, we do enforce a strict cancellation policy. Appointments cancelled less than 24 hours before your appointment will incur a 50% (of your booked service) cancellation fee.
Any no-shows or cancellations with less than 4 hours notice are not eligible for a refund and your card on file will be charged a 100% cancellation fee.
Any cancellations or changes to your booking must be communicated by telephone, email or through the online booking software.
Gift Vouchers
Gift Vouchers are non-refundable and cannot be redeemed for cash.
No discounts apply when purchasing or redeeming vouchers (unless a special offer is available when purchasing the gift voucher). You are unable to apply a birthday discount on a gift voucher redemption.
Health Conditions
Please advise us of any health conditions or medications when scheduling your appointment as it may impact your selected treatment. If you experience any of the following, we strongly advise you to consult your doctor prior to your treatment
high/low blood pressure
heart conditions
Kidney conditions
Cancer
Recent surgery
pregnancy
or any other medical conditions