FAQ’s

of the final It is preferred that bookings are made online via the NOVA Holistic Spa website. Bookings can also be made and paid for over the phone on 04822 444 555 , via email at bookings@novaspa.au or in person once in the spa. We do take walk-in bookings, however these are subject to availability.

If your preferred time and date isn’t available online, please call 0482 444 555 or email us bookings@novaspa.au and we’ll try our best to accommodate your needs.

We restrict online bookings 24 hours before, so if you’re after a last-minute booking please call us or send us an email and we’ll do your best to accommodate you, but a last-minute booking is not guaranteed.

 Upon booking (either online or over the phone) you will be asked for a 5% deposit to secure your booking to the provided credit card. This deposit is to secure your booking and to protect our small business and will be deducted off the final payment upon attendance.

We understand that unforeseen circumstances may occur that interfere with your appointment time. To maintain our high standard of service, we require at least 24 hours’ notice for any appointment changes or cancellations.

To cancel or reschedule your booking, you can do so via your Phorest online account or by calling during business hours or emailing bookings@novaspa.au.

If a cancellation is < 24hours notice you will need to contact us on 0482 444 555 or email bookings@novaspa.au during business hours. Please note that you maybe charged a late cancellation fee.

Cancellations or rescheduling of appointments must be made during business hours to be effective.

Cancellations with more than 24hours notice can be cancelled via your online Phorest (our booking platform) account. Any price or deposit paid towards the appointment may be refunded to you, credited towards a future booking, or you can reschedule the appointment (at your choice).

If you cancel your appointment with less than 24 hours’ notice, any deposit or price paid towards your appointment will be forfeited, and if you have not paid the for the treatment upfront, we may charge the full rate of the session to your provided credit card. This applies to cancellations of bookings made on the same day by phone or online.

For group bookings (of 5 or more people), you must provide us with at least 48 hours’ notice, or any deposit or price paid towards your appointment will be forfeited, and if you have not paid the price for the treatment upfront, we may charge the full rate of the session to your provided credit card.

If you have any questions about this policy, please don’t hesitate to contact us.

We ask that if you are pregnant or have any injuries, skin conditions, allergies or health concerns to please let us know (at time of booking via our waiver form/client intake form) to ensure your treatment is tailored accordingly.

If you have a chronic or serious medical condition, please check with your GP that your selected treatment is suitable and safe for you.

You can share your NOVA holistic spa experience with your favourite person. Couples’ massages will be treated together with 2 therapists in the same room, based on availability. Please note that if distancing requirements are required to be implemented, this service may not be possible.

We ask you to please call 0482 444 555 to make a booking for couples’ services. 

In accordance with the Association of Massage Therapists (AMT), massage treatments should not be performed within three days of receiving a COVID vaccination. Please allow at least three days after receiving your COVID vaccination before booking your treatment. If you need to reschedule, please contact us.

Maintaining a Safe Environment for our clients & staff.

To protect the health and safety of our clients at all times, we have implemented additional sanitisation measures at Nova Holistic Spa, including:

• Maintain hand sanitizer supplies for all clients and spa staff.
• Ensure that therapists thoroughly wash their hands before, during, and after treatments.
• Ensuring all surfaces, including benches, floors, machines and products, are regularly disinfected with a high-grade disinfectant throughout the day and between appointments.
• Assuring that all towels are freshly laundered and replaced between clients.
• Following an end of day checklist to ensure all areas have been cleaned and sanitized.
• All bathroom vanities use disposable paper towels.
• Masks and gloves can be requested by clients.
• It is possible for clients to request a mask and/or gloves for themselves.
• Clients who are unwell are asked to reschedule their appointment.
• Maintain appropriate cleaning protocols for all equipment.

We will adhere to all government protocols at Nova Holistic Spa. Currently, there are no government protocols mandating COVID-19 isolation, but we respectfully request that you refrain from entering our spa if you have cold/flu symptoms for the health and wellbeing of our team members and customers. 

If you have been in close contact with anyone that has COVID-19 or you have been tested for COVID-19 leading up to your treatment we will require you to avoid coming to the spa and please reschedule. We appreciate your understanding and cooperation in helping us maintain optimal health and safety standards.

All enquiries, bookings, cancellations, complaints, compliments to come through bookings@novaspa.au

We recommend that you arrive in comfortable clothes so that when your treatment is complete, you can leave feeling great. Bathers must be worn in the Therapeutic Bathhouse.

• Please do not wear any make-up, body lotions, or freshly applied fake tan before a Therapeutic Bathouse session as these interfere with the minerals in the hot-tub and Ice bath water quality.
• To maintain the freshest, purest water possible it is essential that all Therapeutic Bathhouse guests shower with the provided hand towel before using any bathbouse facilitiees
• ARRIVAL TIME – Please arrive 15 minutes before your treatment so that you can check in, get changed/ready for your session. 
• Although NOVA Holistic Spa takes all necessary precautions in relation to risk assessments, clients enter the facility and use the facilities at their own risk.
• All guests are required to complete a client intake/waiver form prior to using the facilities.
• Please keep voice levels to a minimum to preserve the sense of tranquillity.
• The therapist reserves the right to stop the treatment at any time if she/he feels that the guests behaviour is inappropriate.
• Bathing costumes are to be worn at all times in the therapeutic bathhouse.
• Guests are advised not to consume alcohol prior to use of the facilities.
• Guests are not to bring their own food or drinks (except a water bottle)
• It is not advised to use the therapeutic bathhouse or to have a massage treatments following waxing.
• Do not use the magnesium spa if you have recently dyed hair.
• Guests are advised to drink plenty of water whilst using therapeutic bathhouse facilities.
• Smoking is not permitted on the premises.
• This is an adult [18+] facility.
• NOVA Holistic Spa will discipline any guests removing property from the spa.
• Do not tamper with the facilities/equipment. Please ask one of our friendly holistic concierge staff for help if needed.
• Treatments will only be provided by NOVA Holistic Spa trained therapists, or qualified third parties who are in possession of an appropriate licence and insurance.
• Please be a considerate guest. You play an important part in creating and maintaining the tranquillity you will find at NOVA Holistic Spa.
• Non-compliance to the NOVA Holistic Spa etiquette will result in your use being terminated.
• It is a requirement of the communal therapeutic bathhouse guests to respect others who are using the space. Do NOT stay in any one facility for longer than 30mins at a time during a communal session. This communal space is used on a rotational basis.

We are pleased to offer a range of pre-set e-Gift vouchers for any dollar value. You can also create your own value online and by calling our friendly reception staff.

Gift vouchers purchased are valid for 3 Years from the date of issue.

Vouchers…

• must be redeemed in person at Nova Holistic Spa
• cannot be redeemed for cash
• cannot be exchanged for any other legal tender (cash, EFTPOS, credit card or gift card)
• Expired vouchers do not retain any value
• Cancellations < 24 hours of your appointment time will forfeit the voucher
• are automatically emailed to the requested email address
• lost or stolen gift vouchers cannot be replaced
• refunds on gift cards are not available
• You can request a unique voucher to be created for you by calling us on 0482 444 555. Choose any of  these options: 1. by adding credit to your recipients account that they have with us 2. pay for a package/curated voucher and arrange for us to email the voucher to the you (the giver) to pass onto the recipient, or for us to directly email the recipient 3. visit us to purchase a physical voucher.

• We’d love to tailor an experience for you and your group of favourite people/work colleagues. Contact our friendly NOVA holistic spa concierge to discuss your requirements. Call us on 0482 444 555 or emailing bookings@novaspa.au
• We can cater to a maximum of 10 guests for a private booking of the entire venue or up to 8 guests for private use of our therapeutic bathhouse
• We strongly recommend at least 1-months advanced notice to book.
• A 50% deposit will be required at time of booking.
• Cancellations <48hours prior to booking date will lose the deposit.
• Balance of payment must be made upon attendance.

Our remedial massage therapists have provider numbers for private health fund rebates for remedial massage treatments. Please choose the appropriate therapist for your requirements when booking.

Remedial massage treatments paid in full by a gift card are not be eligible for health fund rebates, please contact your health provider to determine prior to booking.

NOVA Holistic Spa is committed to the health and safety of our clients. We clean and maintain our facilities daily and follow all relevant WHS protocols.

To protect the health and safety of our clients and staff, NOVA Holistic Spa has implemented additional sanitisation and social distancing measures.  This includes:

• Ensuring hand sanitiser is provided for all clients and spa staff.
• Ensuring therapists thoroughly wash hands pre, during and post treatment.
• Being vigilant with hygiene standards, ensuring all surfaces such as benches, floors, machines, and products are cleaned with a high-grade disinfectant regularly during the day and between clients.
• Ensuring all towels fresh between each client.
• Following an end of day checklist to ensure all areas have been cleaned and sanitised ready for the following day’s trade.
• Clients can request their therapist wear a mask and/or gloves.
• Clients can request a mask and/or gloves for themselves.
• Checking in with our therapists to ensure they are healthy and well.
• Requesting that unwell clients, reschedule their treatment for a later date.
• For health and safety reasons, all guests will be required to complete a client intake form prior to using the facilities at the time of their booking.

*Credit cards (except AMEX) | cash | direct debit | account with our secure booking system 

Pregnancy massage will not be performed on clients in their first trimester.

Therapeutic Bathhouse facilities and the mHBOT Oxygen Airpod are not suitable for pregnant women.

• NOVA Holistic Spa provides VIP private use packages which must be booked via phone or email.
• Bookings are essential.
• A maximum of 6-10 people permitted per booking.
• 50% deposit is required at time of booking
• 48hr min cancellation is required, otherwise the deposit will be forfeited. <48hrs notice the full amount will be forfeited and automatically charged to the credit card provided to secure the booking. 

*conditions apply and will be provided upon enquiry/booking

Refunds will not be provided for cancellations, or change of mind, less than 24 hours of scheduled booking time. If between 24-48 hours notice is given, an automatic credit will be applied to your account. 

For private use bookings no refunds will be given if cancelled less than 2 weeks out from the booking.