Booking Terms & Conditions

1. Appointment Bookings

All appointments must be booked in advance. By scheduling a session, you are reserving dedicated time exclusively for your treatment/service.

2. Cancellation & Rescheduling Policy

We require a minimum of 24 hours’ notice for any cancellations or rescheduling of appointments.

Cancellations or rescheduling made with less than 24 hours’ notice may incur a cancellation fee of up to 100% of the appointment cost.

Cancellation fees may be charged to the client’s nominated payment method where payment details have been provided at the time of booking.

Failure to attend your appointment without notice (“no-show”) will result in a full charge of the scheduled service fee.

Late arrivals may result in a shortened session to avoid delays for other clients, and the full fee will still apply.

3. Payment Terms

Credit card details are taken at time of booking

Payment is due at the time of service unless otherwise agreed. We reserve the right to require prepayment or deposits for certain bookings.

4. Health & Safety Provisions

You agree to provide accurate and complete health information. It is your responsibility to inform us of any changes to your health, medical conditions, injuries, or medications prior to your session.

For safety reasons, we reserve the right to refuse or modify services where we reasonably believe treatment may not be suitable or unsafe, including when a client:

  • Is currently pregnant

  • Has undergone major surgery within the past 12 months

  • Has not received medical clearance to resume normal physical activity

  • Has existing muscular injuries or tears

  • Has been diagnosed with deep vein thrombosis (DVT)

  • Is under 18 years old.

Please consult a qualified medical practitioner before participating if you have any concerns regarding your health and fitness levels.

5. Liability Waiver

To the maximum extent permitted by law, we exclude liability for any indirect, incidental, or consequential loss arising from your participation in our services.

Nothing in these terms excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law or any other applicable law that cannot lawfully be excluded.

You acknowledge that participation in stretching and wellness services involves inherent physical risk, including the risk of injury, and you voluntarily assume those risks.

6. Consent to Treatment

By proceeding with your booking, you consent to receive the agreed services and understand the nature and purpose of the treatment.

7. Privacy

Your personal information will be collected and handled in accordance with applicable privacy laws and will only be used for the purpose of providing services and managing your bookings.

8. Changes to Terms

Updated Terms and Conditions will apply to bookings made after the updated version is published.

Packages & Memberships Terms & Conditions

StretchWell Packages & Membership Terms

By purchasing a Package or joining a StretchClub Membership, you agree to the following terms.

1. General

1.1 These terms apply in addition to StretchWell's general booking Terms & Conditions, including the 24-hour cancellation policy (cancellations or changes made with less than 24 hours' notice may incur a fee of up to 100% of the session cost, and no-shows will be charged in full).

1.2 Assisted stretching is not suitable for everyone. By purchasing a Package or Membership, you confirm you have read and understood StretchWell's health and safety guidance, including that assisted stretching may not be appropriate if you are currently pregnant, have had major surgery in the past 12 months, have an existing muscular injury, have been diagnosed with deep vein thrombosis (DVT), are under 18, or are severely hypermobile.

1.3 StretchWell reserves the right to update these terms, and current pricing, from time to time. Where you hold an active Membership, any Price Lock benefit you're entitled to (see clause 3.4) will continue to apply to your rate regardless of future pricing changes.

2. Packages

2.1 Package validity from the date of purchase is as follows: the 5-session package is valid for 6 months; the 10-session and 20-session packages are valid for 12 months. Unused sessions expire at the end of the applicable period and are not refundable.

2.2 In genuine extenuating circumstances (such as injury or illness preventing use), StretchWell may consider extending a package's validity period at its discretion. Please contact us as early as possible to discuss your situation.

2.3 Packages are non-transferable, except in genuine extenuating circumstances at StretchWell's discretion. Please contact us to discuss transferring a package to another person.

2.4 All Package sessions are Full Body Stretch Sessions (50 minutes in duration) unless otherwise stated at the time of purchase.

2.5 Sessions are booked using the unique code provided by email at the time of purchase. It is your responsibility to keep this code accessible; StretchWell can assist in retrieving it if lost.

3. StretchClub Memberships

3.1 StretchClub Memberships are billed monthly on a recurring basis, commencing on the date you join, and continue automatically until cancelled in accordance with clause 3.3.

3.2 All Memberships have a minimum term of 3 months from the join date. Membership fees are payable for the full minimum term regardless of how many sessions are used within that period.

3.3 After the 3-month minimum term, you may cancel or pause your Membership at any time by contacting StretchWell, provided at least 7 days' notice is given before your next billing date. Cancellations or pause requests made with less than 7 days' notice will take effect from the following billing cycle.

3.4 Essential members are not entitled to Price Lock or Priority Booking. Plus members are entitled to Price Lock. Ultimate and Performance members are entitled to both Price Lock and Priority Booking. These entitlements are described further on the StretchWell pricing page.

3.5 Essential, Plus and Ultimate members may take their monthly session allowance as 50-minute sessions, split into 25-minute sessions, or a mix of both, up to their total monthly minute allowance. Performance sessions are a dedicated 80-minute format and are not part of this pooling.

3.6 One unused session per billing cycle may be rolled over to the following month. Any additional unused sessions beyond this are forfeited at the end of the billing cycle and do not carry over.

3.7 StretchWell reserves the right to suspend or cancel a Membership in cases of non-payment, in accordance with clause 4.

4. Payment

4.1 By purchasing a Package or joining a Membership, you authorise StretchWell (via Acuity Scheduling) to charge your provided payment method for the relevant amount — as a one-off charge for Packages, and as a recurring monthly charge for Memberships until cancelled.

4.2 If a scheduled Membership payment fails, StretchWell will attempt to retake payment and may suspend booking access until payment is resolved.