CANCELLATION&
REFUND POLICY
CANCELLATION POLICY
At Navia, we recognise that life is unpredictable and circumstances beyond your control may require you to adjust your wellness plans. While we strive to accommodate our guests' changing needs, we also operate as a boutique establishment where each appointment represents a carefully curated
experience and dedicated time slot that cannot easily be filled at short notice.
To ensure we can continue providing exceptional service to all our guests while maintaining the sustainability of our small business, we respectfully request more than 24 hours' notice for any cancellations or rescheduling requests.
This advance notice allows us the opportunity to offer your
appointment slot to other guests who may be waiting to experience our services.
LATE CANCELLATION POLICY
If you find yourself needing to cancel or reschedule with less than 24 hours'
notice before your scheduled appointment time, we will retain or charge 100% of your booking cost as a late cancellation fee. We understand this policy may seem strict, but it reflects the reality that last-minute cancellations leave us unable to fill that valuable appointment slot, directly impacting our ability to serve other guests and support our team.
NO SHOW POLICY
In the event that you do not arrive for your scheduled appointment without prior notification, this will be recorded as a 'No Show' and 100% of your booking cost will be retained or charged accordingly. We recognise that genuine emergencies can occur, and we encourage you to contact us as soon as possible if unexpected circumstances prevent your attendance.
REMINDERS
To support you in managing your appointments effectively, we send courtesy email notifications 48 hours before your scheduled appointment time. These reminders are designed to ensure you don't forget your upcoming visit and provide ample opportunity to make any necessary changes before our
cancellation window closes.
PAYMENT AND BOOKING SECURITY
All appointments at Navia require 100% upfront payment to secure your booking. This payment can be made using either a credit card or one of our gift vouchers.
This policy ensures that your preferred appointment time is firmly reserved and allows us to better manage our scheduling and staffing requirements.
REFUND POLICY
We are pleased to offer full refunds for all payments when cancellations or rescheduling requests are made in accordance with our 24-hour notice policy detailed above.
This demonstrates our commitment to fairness when our guests provide us with adequate notice to potentially accommodate other bookings.
LATE ARRIVALS
While we deeply understand that unexpected delays and circumstances can arise, we are unfortunately not in a position to accommodate guests who are running significantly behind schedule. This limitation exists because delays have a cascading effect on subsequent appointments, potentially compromising the quality and relaxation experience we promise to all our guests throughout the day.
To ensure we can provide you with our full attention and create the most serene experience possible, we kindly ask that massage therapy guests arrive 15 minutes prior to their treatment start time, and bathhouse guests arrive a few minutes before their session begins. This buffer time allows for a smooth transition into your wellness experience and helps our team prepare everything perfectly for your arrival.
MEMBERSHIP CANCELLATION TERMS
We recognise that our valued members may face unexpected changes to their schedules, and we appreciate that these circumstances are often beyond anyone's control. However, as a small, locally-owned business, last-minute membership cancellations create particular challenges for us, as we often
cannot fill these premium time slots on short notice, resulting in lost opportunities to serve other guests.
To balance understanding with business sustainability, our membership cancellation policy operates on a reduced fee structure. Members who need to cancel their appointment will incur a $10 cancellation fee, while a no-show will result in a $20 fee. These fees are significantly lower than our standard policy, reflecting our appreciation for your ongoing commitment to Navia.
Complimentary Member Cancellations: Members can cancel their bookings completely free of charge provided they give us more than 12 hours' notice before their scheduled session time. This extended timeframe, compared to our standard 24-hour policy, is one of the benefits we offer to recognise your membership loyalty.
HOW TO CANCEL OR RESCHEDULE YOUR APPOINTMENT
Managing your Navia appointment is designed to be as convenient as possible. You can cancel or reschedule your booking by following the direct Reschedule/Cancel link provided in both your initial confirmation email and our reminder notifications. This secure link will take you directly to your booking details where you can make changes instantly.
Alternatively, our friendly team is always available to assist you
via email at Bookings@naviabyron.com.au.
When contacting us directly, please include your booking reference
number and preferred alternative times if you're looking to reschedule rather than cancel entirely.
GIFT VOUCHER TERMS AND CONDITIONS
Redemption Period: Our gift vouchers are valid for a generous 36-month period from the date of purchase, providing flexibility for both gift-givers and recipients to plan their perfect Navia experience.We encourage voucher holders to book their appointments well in advance, particularly during our
busier seasonal periods.
Expiration Policy: Unfortunately, expired vouchers cannot be refunded, extended, or honoured beyond their 36-month validity period. We recommend setting reminders to ensure vouchers are used within this timeframe to avoid disappointment.
Usage Limitations: Gift vouchers are exclusively redeemable for Navia services and experiences and cannot be exchanged for cash under any circumstances. Additionally, vouchers cannot be used to purchase additional gift cards or vouchers.
These vouchers are non-transferable between individuals
and non-refundable once purchased.
Voucher Cancellations: When a gift voucher is used to secure your booking appointment (rather than providing credit card details), and you subsequently cancel your appointment or fail to attend (no-
show), the corresponding monetary value will be permanently deducted from your original voucher balance. Any remaining voucher value will continue to be available for future bookings within the original 36-month validity period.