Terms & Conditions
General
These Terms & Conditions ("Terms") apply to all services provided by Lotus Beauty ("we", "us", "our"), located at 484 High St, Penrith NSW 2750, Australia. By booking or receiving any service at Lotus Beauty, you agree to be bound by these Terms.
We reserve the right to update these Terms at any time. The current version will always be available on our website at lotusbeauty.au and at our reception.
All prices displayed on our website and in-store are subject to change without prior notice. Please confirm pricing at the time of booking.
Bookings & Deposits
How to Book
You can book an appointment by calling us on 048 1313 839, booking online via Fresha, or messaging us on Instagram or Facebook Messenger.
Deposit
A deposit of 10% of the total service value is required at the time of booking to secure your appointment. Deposits are subject to the cancellation and refund conditions outlined in these Terms.
Booking Confirmation
We will contact you by phone or email 1–3 days before your appointment to confirm your booking.
If we are unable to reach you after three (3) contact attempts and you do not return our call or message before 12 hours prior to your scheduled appointment, we reserve the right to cancel your booking without a refund of your deposit. Two (2) such occurrences will be treated as no-shows (see Section 4).
Intake Form
For your safety and to ensure the best service experience, we ask all clients to:
- Complete the intake form at reception before your appointment — this collects relevant health information, skin conditions, allergies, and your service preferences.
- Complete the feedback section of the same form after your service, before leaving — this helps us address any concerns on the spot and continuously improve.
Cancellation Policy
We understand that plans can change. However, last-minute cancellations affect our team and other clients who may be waiting for an appointment.
Notice Period: We require a minimum of 24 hours' notice to cancel or reschedule an appointment without charge.
Late Cancellation: If you cancel or reschedule with less than 24 hours' notice, a late cancellation fee of 30% of the booked service value will apply. This fee may be charged to your payment method on file or deducted from your deposit.
Please contact us by phone (048 1313 839), email (contact@lotusbeauty.au), or through your Fresha booking to cancel or reschedule.
No-Show Policy
A "no-show" occurs when a client fails to attend a confirmed appointment without prior notice, or when a booking is cancelled by us due to repeated unreachable contact attempts as described in Section 2.
| Occurrence | Consequence |
|---|---|
| 1st No-Show | Charged 100% of the booked service value |
| 2nd No-Show | Charged 100% of the booked service value + placed on restricted list — future bookings may be declined |
We understand that emergencies happen. If an unavoidable circumstance prevents you from attending, please contact us as soon as possible, and we will do our best to accommodate you.
Late Arrival
If you arrive more than 15 minutes late for your scheduled appointment, we may not be able to provide your full service.
Depending on availability and scheduling at the time, our manager may offer one of the following options:
- A shortened version of your service to fit within the remaining time (an adjusted fee may apply)
- Rescheduling your appointment to another available time
If neither option is suitable, the appointment will be treated as a late cancellation and the fee outlined in Section 3 will apply.
We recommend arriving 5–10 minutes early to allow time for check-in and your intake form.
Refund Policy
Our services are provided in accordance with the Australian Consumer Law (ACL). Under the ACL, you are entitled to a remedy if a service fails to meet consumer guarantees — for example, if a service is not provided with due care and skill.
Change of Mind
We do not offer refunds for change of mind. Once a service has been completed, a refund will not be provided simply because you have changed your mind about the service.
If You Are Not Satisfied
Your satisfaction is important to us. If you are not happy with your service, we strongly encourage you to:
- Speak with us immediately. Please let our team know before you leave. We ask all clients to complete the feedback section of our intake form at the end of each visit — this is the fastest way for our manager to address any concerns on the spot.
- Contact us within 3 days. If a concern arises after you leave, please call us directly on 048 1313 839 or email contact@lotusbeauty.au within 3 days of your appointment.
How We Resolve Concerns
We are committed to working with you to find a fair solution:
1. We will first offer to redo the service at no additional cost to achieve the result you were expecting.
2. If a redo is not suitable or does not resolve the issue, we will consider a partial or full refund based on the circumstances.
We genuinely want every client to have a positive experience. Our team is always available to listen and resolve issues directly — we encourage open communication with us before taking any other steps.
Deposits
Deposits are refundable only in accordance with the cancellation policy outlined in Section 3. No refund will be issued for deposits where a late cancellation or no-show has occurred.
Gift Cards & Certificates
Lotus Beauty offers Gift Certificates that make a thoughtful gift for friends and family.
Validity
Gift cards are valid for a minimum of 3 years from the date of purchase, in accordance with Australian Consumer Law. Where Lotus Beauty remains in operation, we will honour gift cards for the full validity period.
Redemption
| Rule | Details |
|---|---|
| Transferable | Gift cards may be used by anyone, not just the original purchaser |
| Not redeemable for cash | Gift cards cannot be exchanged for cash and are non-refundable |
| Remaining balance ≤ $10 | If the remaining balance after a service is $10 or less, we will refund the balance in cash |
| Remaining balance > $10 | Balance is retained on the gift card for future use |
| Service exceeds balance | The difference must be paid at the time of service |
| No post-purchase fees | No fees will be charged after purchase that would reduce the gift card value |
The expiry date (or the date of issue and validity period) will be clearly displayed on the gift card at the time of purchase.
Children & Minors
We welcome families at Lotus Beauty, with the following conditions:
- Children under the age of 12 must be accompanied by a parent or legal guardian at all times during their visit
- Headspa services are available only for clients aged 5 years and above
- A parent or legal guardian must provide consent and complete the intake form on behalf of any minor receiving a service
Right to Refuse Service
Lotus Beauty reserves the right to refuse or discontinue service to any client at our discretion, including but not limited to situations where a client:
- Appears to be under the influence of alcohol or drugs
- Behaves in a disruptive, aggressive, or threatening manner toward staff or other clients
- Has a visible skin condition, open wound, or communicable infection in the treatment area that may pose a health risk
- Has been placed on our restricted list due to repeated no-shows or policy violations
- Fails to disclose relevant health information on the intake form that may affect the safety of the service
No refund will be provided where service is refused due to any of the above reasons.
Limitation of Liability
To the fullest extent permitted by law, our maximum liability for any service is limited to either re-performing the service or providing a refund of the amount paid for that specific service.
Lotus Beauty is not liable for:
- Any adverse reaction resulting from information that was not disclosed by the client on the intake form
- Results that differ from expectations where the service was performed with due care and skill
- Loss of personal belongings while on our premises
Nothing in these Terms excludes, restricts, or modifies any consumer guarantee rights under the Australian Consumer Law that cannot be excluded by law.
Complaints
We take all feedback seriously and are committed to resolving any issues fairly and promptly.
How to Lodge a Complaint
- In person: Speak to our manager at reception
- Phone: 048 1313 839
- Email: contact@lotusbeauty.au
We aim to acknowledge your complaint within 48 hours and resolve it as quickly as possible. For complex matters, resolution may take up to 14 business days.
If you are not satisfied with our resolution, you may contact NSW Fair Trading on 13 32 20 for further assistance.
Website Terms of Use
- The content on our website is provided for general information purposes only
- All content, images, logos, and branding on our website are the intellectual property of Lotus Beauty and may not be reproduced without written permission
- We are not responsible for the content or privacy practices of third-party websites linked from our website
- Our website may use cookies for analytics purposes as described in our Privacy Policy
