Full versions of each of these Clinic Policies are available on request.


HANDS from HEAVEN – Remedial Massage Therapy is dedicated to providing quality services to you and these policies outline our ongoing commitment in respect of how we manage appointments and payments here in clinic.

We maintain extensive Open Hours in this clinic – making quality treatment available outside standard business hours consistently throughout every week, including most Public Holidays. This is our commitment to our clients.

These Terms of Service have been developed to help us provide the best for our wider community, and are up-held uniformly to ensure consistency, clarity, transparency and fairness for all.



Appointments can be made online using our real-time Electronic Appointment Diary or by phoning our reception.



If you have provided us with (and maintain) a current & correct mobile phone number in your contact details, you will receive a courtesy reminder text message to your mobile phone the day before your appointment.



If you are new to this clinic (ie: if you have not had treatment here before) we will send you an email prior to your scheduled appointment with a link to a Confidential Health History Form. We request that you Complete & Submit the Confidential Client History Form before your appointment, so that valuable time is not lost when you arrive at clinic. Doing this also allows your Therapist time to review the information provided so they can better prepare a personal Treatment Plan specifically for you.

Please be aware that there are different intake forms for different modalities, because different aspects of your Health History will be applicable to Remedial Massage Vs Acupuncture treatments. Therefore, if you have had treatment at this clinic previously – but not for the modality you have booked today – you will be asked to complete the appropriate Confidential Health History Form applicable to the modality of your appointment today.



All treatments are to be paid for before leaving clinic – Credit is not extended to anyone, under any circumstance.

If you have Private Health Insurance (BUPA, MediBank, NIB, etc) you are invited to swipe your membership card first to make on-the-spot electronic claim for your treatment. All other payments, including any gap-payment after Health Fund Claim, can be made by Cash, EftPos from a debit account, Visa/Mastercard account, or ADF Family Health Program card.

We DO NOT accept payment by Cheque, American Express, or any other Card under any circumstance.



A FREE 60-minute Massage for YOU for every 5 referrals that identify you as their reason for coming to this clinic. If you are happy with what we can do for you, please spread the word, and tell all your family, friends, work colleagues, and sports teammates.

  • The new client MUST nominate your name as their referrer so that your profile gets the recognition.
  • When you receive a Referral Rewards Voucher it will be valid for 3 months from the date of issue – this will be clearly noted on the voucher.
  • You can gift your voucher to a friend or family member, but it MUST be produced at the time of the appointment for it to be recognised and redeemed.



The very core of the Loyalty Discount is to encourage you to look after yourself a little more. We understand that people are busy and finding time for yourself can be difficult … but by looking after yourself, you’ll be better able to look after other people such as your family.

When you come back for follow-up treatment (or a maintenance massage) within 28 days (or 4 weeks) of your most recent previous appointment, we will give you a $10 discount. This Loyalty Reward Discount is available on all treatment options in this clinic, and is available regardless of treatment duration – concession status – or which therapist you see for treatment.

  • The Loyalty Discount is a 28-day or 4-week cycle – NOT 1 calendar month.
  • This is a continuous and ongoing discount while you continue to come in every 28 days or sooner.
*Our Loyalty Discount and Referral Reward Program are initiatives of this clinic, and therefore apply to all appointments across all therapists. Neither benefit is restricted or isolated to any specific therapist within our Clinical Therapy Team.



All vouchers sold or issued from this clinic are clearly marked with all applicable details for redemption, including: what service is available; the duration of the service; the issue and expiry dates; and booking details. We also maintain a register of all vouchers sold or issued and make reminder calls to the holder if the voucher remains unused.

Vouchers can be redeemed by any person presenting the voucher – whether they are the original or intended recipient according to our Voucher Register or not; Specific conditions across the different vouchers are listed below.


Gift Vouchers

  • Voucher must be presented for redemption;
  • Vouchers are single use only, and cannot be split to be used over multiple people or appointments;
  • Vouchers are valid for three (3) years from the date of issue as written on the voucher – One reminder call is given 1 year after purchase if the voucher remains unused;
  • Vouchers are valid for a Treatment Appointment for the duration of time noted on the voucher;
  • Vouchers are NOT refundable for cash under any circumstance.
  • As the purchase of a voucher is not for immediate treatment, Health Fund Rebates DO NOT APPLY;
  • Concession Rates DO NOT APPLY to the purchase of Gift Vouchers (regardless of the Concession Status of
    either the purchaser or the intended recipient).


Referral Reward Vouchers –

  • Voucher must be presented for redemption;
  • Vouchers are single use only, and cannot be split to be used over multiple people or appointments;
  • Valid for three (3) months from the date of issue as written on the voucher;
  • Vouchers are valid for a 60-minute Treatment Appointment only;
  • Vouchers are NOT refundable for cash under any circumstance.


Other Vouchers –

  • Voucher must be presented for redemption;
  • Vouchers are single use only, and cannot be split to be used over multiple people or appointments;
  • Valid for three (3) months from the date of issue as written on the voucher;
  • Vouchers are NOT refundable for cash under any circumstance.



Please do not ask for your receipt to be made out in another person’s name for you to be able to receive greater rebate from your Health Fund. In that same context, please do not ask to have your treatment processed via HICAPS in the patient number of someone else on your Membership Card.

Either of the above mentioned practices is recognised as FRAUD by all Health Funds and HICAPS.

Our compliance to either practice puts our professional reputation in question and could result in our being struck off the Approved Providers List leaving you unable to make future claims on receipts issued by us.

We respectfully request that you do not put us in an awkward position by asking us to fraud your Health Fund.



We try our very best to run on-time so that we don’t delay or disrupt our client’s schedules, therefore we ask our clients to afford the same respect and arrive on time for their scheduled appointments.

If you are late, through no fault of this clinic, your appointment time may be reduced so we can continue to run on time – the full appointment cost may still be charged at the discretion of your Therapist for that appointment. We understand there are some extreme circumstances that are beyond your control, but clinic is only a phone call away. We request that you give notification if you know you’re going to be late for your appointment to enable us to offer a better solution to the problem.

Our Online Appointment Diary sends an automatic reminder text message the day before all scheduled appointments. Please make sure we have your current and correct mobile phone number attached to your Client Record so that you do not miss your reminder text.



We try very hard to provide treatment for you when you need and/or want it. Of course, there are sometimes throughout every week that are more popular than others and we find ourselves very busy – and even booked out with increasing frequency. During these times some people get turned away because we cannot fit them in.

Therefore – If you need to cancel your appointment, we request that you give us no less than 4 hour’s notice of your intention to cancel – to enable us to offer that time to someone else.
→ Failure to contact clinic to cancel your appointment within 4 hours of a scheduled appointment will result in a $20.00 Late Cancellation Fee.

→ Failure to attend a scheduled appointment that has not been cancelled will result in a $20.00 Non Attendance Fee.

If you incur either of these fees, you will be invoiced and required to make payment at or before your next appointment. If you Fail to Attend 3 consecutive appointments without giving us appropriate notice, no further appointments will be made for you.

Our Online Appointment Diary sends an automatic reminder text message the day before all scheduled appointments. Please make sure we have your current and correct mobile phone number attached to your Client Record so that you do not miss your reminder text.



In this clinic we offer 30-minute, 45-minute, 60 minute and 90-minute appointment times. These options allow flexibility for a variety of client wants and treatment needs.

Our Duty of Care to You is to provide the most effective treatment, without causing harm or overworking the soft tissues of your body.

Please understand that Remedial Massage Therapy can be demanding on the therapist not only physically but also from the perspective of maintaining appropriate mental focus on best treatment practices. Therefore, we ask you to please understand that 90 minutes is the longest appointment time any therapist will treat any client – in this clinic, in any 24-hour period.



These Policies may change from time to time at the discretion of the Practice Manager. Further details and information for these policies is available on our website and displayed in Clinic Reception.



If you have any queries or complaints about our Terms of Service, please contact us at:
HANDS from HEAVEN – Remedial Massage Therapy
454 Rode Road
QLD 4032
Phone: 0433 935 334  email: [email protected]

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