FAQ’s

It is preferred that bookings are made online via the NOVA Holistic Spa website or through your Nova Holistic Spa profile. 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/signing up you may be asked for a card authorisation and a $1.00 hold will be applied to the credit card, which will be removed later or we may ask you to pay a deposit (as set out on our booking system) for the booking upfront. Where you provide card authorisation, we will not charge the provided card until you check in, you no show or you cancel your appointment late (see “Cancellations”). Any no-shows will be charged the full rate of the session to the saved card on file. Any late cancellations for bookings with a deposit (less than 24hrs notice) will lose their deposit or where no deposit was taken, we will charge your provided card the full rate of the session. See “Cancellations” for more information.

For group bookings, we have a book and pay later option with a 50% deposit and we require a credit card to be provided at time of booking to secure your booking. Group bookings must be cancelled at least 48 hours in advance. Any late cancellations for group bookings will forfeit any deposit paid and the remainder of full rate of the session will be charged to your provided card.

We understand that unforeseen circumstances may occur that interfere with your appointment time. Due to the high demand of our services, we require at least 24 hours’ notice for any appointment changes or cancellations. To cancel or reschedule your booking, please contact us on 0482 444 555 or email bookings@novaspa.au during business hours. Any cancellations or rescheduling of appointments must be made during business hours to be effective. You may also cancel or reschedule your booking online through your account, but again, more than 24 hours before your appointment start time.

If you cancel or reschedule your appointment with more than 24 hours’ notice before the appointment, any price or deposit paid towards the appointment may be refunded to you or can be credited towards a future or the rescheduled 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.

For group bookings (of two 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.

For more information, please refer to section 3 of our Terms and Conditions.

If you have any questions about this policy, please don’t hesitate to contact us. Our booking and cancellation policy is in place to ensure everyone has a chance to be a guest at Nova Holistic Spa and to protect our small business.

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 Thermal Therapy Urban Oasis.

• We request that you please do not apply make-up, body lotions, make up, or freshly applied fake tan before a Thermal Therapy Urban Oasis booking, as these interfere with the minerals in the hot-tub and Ice bath water quality.
• To maintain the freshest, purest water content possible in our Hot Tub, before entering the Hot-Tub, we require that all Thermal Therapy Urban Oasis guests scrub any excess oils of your body with our complimentary, high quality, Tasmanian body scrub. 
• ARRIVAL TIME – Please arrive 15 minutes before your treatment so that you can check in, get changed/ready for your session, or relax  and enjoy a cup of our organic therapeutic Tea. During this time we can collect any information required to ensure that your treatment meets your needs.
• 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 new massage clients will be required to have completed a client intake 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 Thermal Therapy Urban Oasis. 
• 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 OASIS or to have massage treatments following waxing. 
• Guests must shower and exfoliate (complimentary scrub provided) prior to using the Magnesium Hot Tub, Ice Bath and Far Infrared Sauna.
• Please do not shave, wash, or use any other products within the spa.
• Do not use the magnesium spa if you have recently dyed hair.
• Guests are advised to drink plenty of water whilst using OASIS equipment.
• 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.
• NOVA Holistic Spa is not liable for lost or damaged personal possessions.
• 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. 
• Share public spaces respectfully and consider other guests with a private, safe and healthy approach. Non-compliance to the NOVA Holistic Spa etiquette will result in your use being terminated.
• It is a requirement of the Communal Thermal Therapy Urban Oasis for clients to respect others who are using the space. Do NOT stay in any one OASIS 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 from 1/11/2019 are valid for 3 Years from the date of issue. 

• e-Gift cards must be redeemed in person at Nova Holistic Spa
• e-Gift Cards cannot be redeemed for cash
• e-Gift Cards cannot be exchanged for any other legal tender (cash, EFTPOS, credit card or gift card)
• Your e-Gift Card will come with a 3 year expiry date from the date of purchase. Expired e-Gift Cards do not retain any value
• Cancellations within 24 hours of your appointment may result in a cancellation fee being charged to the e-Gift Card(s)
• e-Gift Cards are automatically emailed to the requested email address
• lost or stolen gift vouchers cannot be replaced. Please note refunds on gift cards are not available

• 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 spa or up to 8 guests for private use of our Thermal Therapy Urban Oasis.
• We strongly recommend at least 1-months advanced notice to book. 
• A 50% deposit will be required at time of booking.
• Cancellations less than 2 weeks prior to booking will lose the deposit.
• Balance of payment must be made the week prior to the booking.

Some of our therapists have provider numbers for private health fund rebates for remedial massage treatments. Please choose the appropriate therapist for your requirements when booking. You can also call reception prior to your booking to check whether your therapist has a provider number for your private health fund. Remedial massage treatments paid in full by a gift card may not be eligible for health fund rebates, please contact your health provider to determine prior to booking. Please note as we don’t have a HICAPS machine (as yet) therefore, please keep your receipt to claim with your health provider. 

NOVA Holistic Spa is committed to the health and safety of our clients. We clean and maintain our facilities regularly 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 are newly laundered and 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.
• Using disposable paper towels at all bathroom vanities.
• Ensuring social distancing requirements are adhered to and limiting the number of people in spa.
• 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 contactless payment transactions where possible.
• 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. 

We believe it is important to provide this information to ensure our clients feel comfortable visiting us and can focus on restoration during their treatment. We appreciate your understanding and cooperation with these protocols in the interest of the wellbeing of all Nova Holistic Spa staff and guests.

*Credit cards (except AMEX) 

1.55% fee applies to online & in person card payments.

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

Thermal Therapy Oasis facilities and the HBOT 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
• 2weeks min cancellation is required, otherwise the deposit will be forfeited or 100% of the booking will automatically be charged to the relevant credit card. 

*conditions apply and will be provide 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.