Refund & Returns Policy
Your Rights Under Australian Consumer Law
You have guaranteed consumer rights that cannot be excluded:
- Refund or replacement if goods have a major fault
- Compensation for reasonably foreseeable damage or loss
- Refund if goods fail to match description or are not fit for purpose
Product Returns & Exchanges
Return Period: 30 days from purchase
Return Conditions:
- Unused and in original condition/packaging
- Proof of purchase required
- Contact emjayspas@gmail.com first
Non-Returnable Items:
- Gift certificates and vouchers
- Opened skincare products (unless faulty)
- Custom or personalised items
- Final sale items
Return Process:
- Email emjayspas@gmail.com within 30 days
- Include order number and reason for return
- Return to: 1/203 Middle Street, Cleveland QLD 4163
- Refund processed within 7-10 business days
- Return shipping costs are customer’s responsibility (unless faulty item)
Service Cancellations & Refunds
Standard Services:
- 24+ hours notice: Free cancellation/rescheduling
- Less than 24 hours: 50% cancellation fee may apply
- No-show or 10+ minutes late: Full fee charged
- Services 90+ minutes: 48 hours notice required
Service Refunds: Refunds assessed case-by-case for:
- Legitimate concerns raised within first 10 minutes
- Technical issues preventing service delivery
- Health/safety concerns requiring session termination
Retreat & Workshop Cancellations
Customer Cancellations:
- 60+ days before: Full refund minus 10% admin fee
- 30-59 days before: 50% refund or future credit
- Less than 30 days: No refund (credit at discretion)
- Less than 14 days/no-show: No refund or credit
Emjay Cancellations: If we cancel due to insufficient bookings, weather, venue issues, or safety concerns, you receive full refund within 14 business days.
Travel Insurance Strongly Recommended
We are not responsible for:
- Travel costs or external accommodation
- Personal emergencies preventing attendance
- Weather-related disruptions
- Medical issues before/during/after retreat
Gift Certificates
Validity: 6 months from purchase date
- Non-refundable and non-returnable
- Transferable with written notice
- Extensions considered for documented medical/emergency reasons
Payment & Processing
- Product refunds: 5-10 business days to original payment method
- Service refunds: Case-by-case assessment
- Sale items: Final sale unless faulty under Consumer Law
- Payment plans available for services over $300
Intellectual Property & Content
Our Content
All website, printed and digital content, including but not limited to programs, worksheets, journals, planners, materials books and ebooks are protected by Australian copyright law. Unauthorised reproduction, distribution, or commercial use is prohibited.
Client Content
- Photos/videos require written consent before use
- Testimonials used only with permission
- You retain rights to your personal story/content
- We may use anonymous case studies for educational purposes
Photography Release
By attending group events/retreats, you consent to photography for promotional use unless you specifically opt out in writing.
Website Terms
Acceptable Use
- Use website for lawful purposes only
- Do not attempt to breach security or access unauthorised areas
- Do not upload harmful code or inappropriate content
- Respect intellectual property rights
Third-Party Links
Our website may contain links to external sites. We are not responsible for their content, privacy practices, or security.
Cookies & Tracking
- Essential cookies for website function
- Analytics cookies (anonymised data)
- Marketing cookies (with consent)
- You can manage cookie preferences in your browser
Booking & Payment Terms
Booking Confirmation
- Online bookings require immediate payment or valid payment method
- Confirmation email and sms message contains important pre-service information
- All appointments must be confirmed 24 hours before. Reminders are sent via the online booking system.
- Changes must be made 24+ hours in advance
Payment Terms
- Services: Payment due at time of booking or service delivery
- Products: Payment due at time of order
- Payment plans: Available for services over $300 (terms discussed individually)
- Late payments may incur 10% monthly fee
No-Show Policy
Failure to attend without 24 hours notice results in:
- Full payment of confirmed appointment payable
- Possible suspension of booking privileges for repeat offences
Dispute Resolution
Internal Resolution
- Contact emjayspas@gmail.com to discuss concerns
- We aim to respond within 48 hours
- Manager will work with you to find fair resolution
External Options
If unsatisfied with our response:
- Fair Trading Queensland: 13 QGOV (13 74 68)
- Australian Competition & Consumer Commission (ACCC)
- Office of the Australian Information Commissioner (privacy matters)
- Relevant professional associations
Force Majeure
We are not liable for failure to perform due to circumstances beyond reasonable control including:
- Natural disasters, pandemic restrictions
- Government regulations or orders
- Utility failures or facility damage
- Serious illness of practitioner
In such cases, services will be rescheduled or refunded as appropriate.
Limitation of Liability
Maximum Liability: Our total liability is limited to the amount paid for the specific service or product in question.
Excluded Damages: We are not liable for indirect, consequential, or emotional damages except where prohibited by Australian Consumer Law.
Personal Responsibility: Clients are responsible for decisions made based on guidance received and participate in services at their own risk.
Updates to These Terms
We may update these terms periodically. Significant changes will be communicated via:
- Email to existing clients
- Website notification
- Social media announcement
Continued use of services after changes indicates acceptance.
Contact Information
Questions about these terms:
- Email: emjayspas@gmail.com
- Phone: 0402 391 691
- Mail: PO Box 3006, Victoria Point LPO, Victoria Point Shopping Centre, 2 Bunker Road, Victoria Point Qld 4165
Business Hours: Open by appointment only
Emergency Contact: If experiencing mental health crisis, contact Lifeline 13 11 14 or emergency services 000.
By booking services or purchasing products, you acknowledge reading and agreeing to these comprehensive terms, which operate alongside your guaranteed rights under Australian Consumer Law.
Last Updated: 1 September 2025