Sarah's Family Wellness Centre - Policy Of Etiquette


Hello lovely people, Just wanted to talk briefly about clinic and appointment policies.

We have had a lot of “no shows” and ” last minute cancellations” the past few weeks. On a personal level its really disheartening because when you book an appointment with us, that time is yours and yours alone. Our therapists are here ready to care for you so that you can refill your cup, and are better able to care for others and yourself.

Sadly it is also starting to have financial impact.

We have had to adapt to changes due to COVID and are booking in extra time in between clients which means we are seeing less clients daily and there is an increase in wait times on appointments.

We are an appointment only clinic and run on schedule, our staff are available and ready at the commencement of a scheduled treatment time, we are set up, prepped and ready to make your experience at Sarah’s family wellness centre an incredible one!

We kindly ask that our time be respected also.


Here are our cancellation/ Late rescheduling/ No show policy…


Confirmation booking policy:

All online bookings will now require a 50% pre-paid deposit. We will send you a courtesy reminder of your confirmed booking with us within 48 hours of your appointment via SMS, and 24 hours via email.

If you cant make your appointment please let us know 24 hours before your booked appointment, as we have clients who would love to take your place, we could easily fill these appointments but having short notice cancellations makes it very difficult to fill and ends up costing us money.

It’s not fair to our team and it’s not fair to our clients who have to miss out because “people cant be bothered turning up” or giving us a courtesy call to reschedule 24 hours before.

Please note that no bookings will be made if you haven’t pre paid or given us your card details to secure your booking.


Late policy:

We will do everything we can to ensure you receive your full treatment time. However if you arrive late and we have appointments immediately after, your therapist may only be able to offer you your remaining time. In this case, we retain the right to charge full treatment fee.

We recommend you plan on arriving 5-10 minutes before your appointment time in order to relax in our spacious waiting room & make the most of your massage…


No Show Policy:

We love being able to treat you to lots of love and care. We don’t overbook and our therapists are booked out for the full time of your treatment specified. We want to be totally focused on you and your needs. We do ask that you let us know if you can’t keep your appointment. We know life happens and sometimes we can’t keep our appointments but we do ask that you let us know 24 hours in advance. This way we can say yes to someone else whose body and emotions might be in desperate need of some tender loving care. If you have an appointment with us and you fail to notify us that you can’t keep your appointment you will be charged 100% of the treatment fee… 


Late Cancellation policy:

In respect to our wait-listed clients, and us as a small business, we request a minimum of 24 hours notice to change or cancel an appointment. This is a strict policy and followed through with, if you don’t give us the required 24 hours notice your pre-paid deposit will be forfeited, If there is no prepaid deposit, you will be charged 50% of the treatment fee. 

If you cancel your appointment within 12 Business hours of your appointment starting you’ll be charged the 100% full treatment fee.

If your Appointment is on a Monday and you need to reschedule or cancel your appointment – please do this with 12 hours of our Business operating hours – We DON’T work on Sunday so if you call to cancel or reschedule on a Sunday  – pls be advised you will be charged the full 100% Fee for your appointment.

If you know you can’t make your appointment the best solution is to send in and gift your appointment spot to a family member or friend to fill the gap. This way it’s a Win-Win for everyone.

The owner of Sarah’s our manager is the only person who is able to waive this fee if your appointment time remains unfilled – please ask to speak directly Sarah Jordan-Ross about this if you feel application of a cancellation fee is unjust for any reason.

Please note that no bookings will be made if you haven’t pre paid or given us your card details to secure your booking.


COVID policy

We get that it’s difficult for everyone to adjust to this new normal but we all need to do our best to work together and get through this. 

With that in mind to help minimise the impact on Sarah’s & our amazing team so we can continue to be a safe nurturing sanctuary for all [which is what we all need so much now]. We are implementing the following adjustments to our current policies.


All same day cancels or NO shows will incur a fee this is no different to our current policy.

YOU CAN instead:

GIFT YOUR SPACE to a friend or loved one so they can come in your place. – Option for you to pay for them as a treat or they pay with $10 off their treatment & the late cancel fee is also waved for you! (Win Win)

We will be taking deposits again for all appointments. [This only applies to non-members, as members are all prepaid anyhow]

Please continue to be kind & respectful of our time & yours.



We may, at any time and at our discretion, vary this Policy by publishing the amended Policy on our Site. We recommend you check our Site regularly to ensure you are aware of our current Policy.

Thank you all so much for your continued support and for respecting our business policies and procedures.

Much love



For any questions or notices, please contact our Manager at:

Sarah’s Family Wellness Centre-  ABN 78 453 966 452 

Email: [email protected]

Last update: 27/04/22