TERMS OF SERVICE
Thank you for choosing Elite Male Massage, the finest man-to-man (m2m) massage service to book a professional therapeutic or remedial massage in-home studio or mobile.
These Terms of Service (“Terms”) constitute a legal agreement between you and Elite Male Massage, (“Elite Male Massage”, “We”, “Us” or “Our”). These Terms govern your use of this website (the “Site”) and the services we provide in facilitating bookings for massage therapy treatment (“Services”). By using the Site or Services, you agree to abide by these Terms.
Please read these Terms carefully and thoroughly. If you do not accept these Terms, you must not make a booking for any massage therapy treatments.
ELIGIBLE USE
You confirm that you are of legal age to access and use the Site and/or the Services and of legal capacity to agree to these Terms. You are not eligible to use the Site or Services if you are under the age of 18.
PRICES & PAYMENT
Prices vary depending on treatment type and duration as described on the Site. Full payment is required upon booking of a Time-Slot Reservation (allocated appointment time). Accepted payment methods are as listed on the Site.
The person making the booking must complete the online checkout process, including ticking a mandatory checkbox confirming acceptance of the Cancellation Policy and Terms of Service, before payment can be processed and the booking confirmed. This process is required to ensure acceptance of the terms prior to purchase of a Time-Slot Reservation.
By making a Booking, you confirm that all information provided is complete, correct, and accurate, including billing and payment details. By completing the booking process and ticking the acceptance checkbox, you acknowledge and agree that you are entering into a legally binding contract and are bound by the Terms of Service and applicable policies.
RESERVATION & BOOKING FEE POLICY
All online pre-payments secure a specific appointment time and constitute payment for a Time-Slot Reservation. Upon payment, the person making the booking is allocated an exclusive time slot, and staff, time, and operational resources are reserved for that appointment.
Because the service is provided by way of reserving and allocating a fixed appointment time at the time of booking, payment is non-refundable in the event of cancellation seventy two (72) hours prior to the start time of your booking, change of mind, or failure to attend the appointment.
By completing a booking, the person making the booking acknowledges and agrees they are purchasing a Time-Slot Reservation and that the fee is non-refundable once the appointment time has been allocated, subject to our Refund and Cancellation Policy.
CUSTOMER RESPONSIBILITIES
It is your responsibility to provide accurate information at time of Booking. Failure to provide correct information may result in, without liability to you, a rejection of booking request, cancellation of Booking or an inability of the booked therapist to provide treatment as requested. Such failure may also result in loss or incorrect delivery of email confirmation of your Booking. Cancellations due to inaccurate or incorrect client details are “strictly non-refundable.”
Once your Booking is accepted and confirmed, you will receive a confirmation email of your appointment.
By making a mobile Booking, you are responsible for:
Full payment as applicable
Ensuring the therapist has access to your designated premises and suitable space and facilities in which the treatment can be performed, including adequate lighting and heating or cooling
Ensuring the health and safety of the therapist whilst at your designated premises
CANCELLATION & REFUNDS - MELBOURNE HOME-BASED MASSAGE PRACTICE
You acknowledge that you do not have the right to cancel a Booking at least seventy two (72) hours prior to the start time of your booking. However, you are entitled to cancel a Booking in accordance with the following:
If a consumer has, for example, changed their mind or found the service elsewhere at a cheaper price, they are not ‘entitled’ to a refund. Elite Male Massage does not have to provide a refund for a customer who changes their mind, orders the wrong service and/or wants to request photos of the practitioner and decides they don’t like their appearance. This is at the discretion of the business; or
At least seventy two (72) hours prior to the start time of your booking we will happily refund, at our discretion and less a fee of $50, reschedule your appointment or issue a credit note. This credit note can be used to offset against future purchases within a 3-month period from the date of purchase; or
If you are making the Booking within such seventy two (72) hour period, within ten (10) minutes of you having confirmed that you want to make the Booking ("Grace Period"), at our discretion and less a fee of $50.
If you cancel a Booking within seventy two (72) hours prior of the start time of your Booking or, where relevant, after the Grace Period has elapsed, we will charge you 100% of the booking.
You will be charged the full Booking fee if you:
Cancel a Booking other than permitted above
Attempt to cancel a Booking on or after the appointment time
Fail to attend a Booking at the appointment time and/or at the correct location
We charge a full booking fee to compensate the therapist because the therapist will unlikely be able to make another booking where you cancel with short or no notice.
EXTENSIONS AND DELAYS
If you wish to extend the time you have booked, the therapist will endeavour to fulfil your request subject to availability. If you are delayed and unable to meet your booked appointment time in excess of 10 minutes, you may be unable to receive your full allotted treatment time since this shall be subject to the therapist’s availability. In case of such delay, you may be charged additionally in accordance with applicable rate for any extra time as a result of your delay.
COMPASSIONATE CANCELLATIONS
In the event of unforeseen personal circumstances such as illness, family emergency, or bereavement, a credit note will be issued instead of a refund. The credit note will be valid for 12 months from the original appointment date and can be used to reschedule at a later time.
ARRIVE AT YOUR APPOINTMENT ON TIME
Welcome to Elite Male Massage. Please arrive on time at your appointment and not early. Elite Male Massage would like to remind your that we are a home-based massage practice. Please have the courtesy to allow our staff to set-up for your massage appointment. Please do not arrive before your appointment time.
ZERO TOLERANCE POLICY
At Elite Male Massage, we ensure that our clients and guests enjoy a peaceful and quiet massage treatment. We treat our clients and guests with courtesy and respect and ask that you do the same. Our staff have the right to carry out their work without violence, abuse or harassment. Any behaviour, verbal or physical, which causes staff to feel uncomfortable, embarrassed or threatened, is totally unacceptable. We have a client or guest behaviour policy on which we have zero tolerance, and we enforce it strictly.
Elite Male Massage reserves the right to remove any client or guest from our premises and cease providing massage services (applies away from our premises - mobile massage). We will not issue a refund if the customer or guest is in breach of our zero tolerance policy.
The Zero Tolerance policy includes aggression or threats made in person, by telephone, or by written communication. Elite Male Massage will consider threatening behaviour to be:
Attempted or actual aggressive, threatening physical actions made towards any staff member.
The use of aggressive, threatening or abusive language that threatens or intimidates staff (including raising the voice, swearing and cursing, and shouting).
This policy applies throughout the massage practice. It also applies to any staff away from the business premises (mobile massage).
CANCELLATION & REFUNDS - NATIONAL TRAVEL
We respect that your time is valuable, and we appreciate that you understand ours is too.
Missed appointments represent a cost to us, and to other patients who could have been seen in the time set aside for you. They interfere with our massage business and create unnecessary scheduling problems for other patients during schedule appointments and travel dates.
Due to an increasing number of patients failing to show up for appointments, cancelling at short notice, changing their mind and arriving late for appointments, Elite Male Massage has found it necessary to implement the following policies:
For national travel bookings outside of Melbourne, appointments are “strictly non-refundable.” The service contract cannot be cancelled or refunded.
CUSTOMER REFUND PROCESSING TIME
Stripe (our merchant) submits refunds to your bank immediately. Depending on the bank's processing time, it can take anywhere from 5-10 business days to show up on your bank account. Allow more processing time during public holidays as banks are not operational.
In some cases, the refund might be processed as a reversal, meaning the original payment will disappear from the account statement entirely and the balance will reflect as though the charge never occurred.
If you do not see the refund after ten business days and you are still seeing the original charge on your bank statement, you should reach out to your bank for more information.
GIFT VOUCHERS & PACKAGES
Packages are massage session bundles sold at a discounted rate. Purchase constitutes the package, which must be redeemed within 12 months from the date of purchase.
Packages cannot be redeemed or replaced after 12 months. Any unused amount after the expiry date on a Gift Voucher or Package will not be credited or refunded.
Packages cannot be redeemed for appointments during Night, Sunday, or Public Holiday time periods unless prior approval is granted by Elite Male Massage. Where approved, applicable time-based price adjustments will apply. This restriction does not apply to single-session packages such as the Champagne & Chocolate Massage Package.
Elite Male Massage is not responsible for lost / stolen vouchers, and is not responsible for replacing a voucher that has been lost / stolen.
Gift Vouchers and Packages are non-refundable and cannot be exchanged for cash.
Gift Vouchers and Packages are not valid with any other offer and / or special at Elite Male Massage.
Gift Vouchers and Packages must be used by one person in one visit. and are non-transferable.
Packages can be booked daily but are limited to one client on any day.
Massage packages are sold at a discounted rate and are valid for a period of 12 months from the date of purchase. All sessions included in the package must be redeemed within this 12-month period. Packages are intended for regular massage sessions only and cannot be transferred, refunded, or extended beyond the expiration date. Unused sessions will be forfeited after the 12-month validity period.
Gift vouchers sold at a discounted rate are redeemable for 12 months from the date of purchase. However, if the gift voucher is sold at full price, it is valid for a period of three-years. Vouchers cannot be exchanged for cash, and any unused balance will expire at the end of the applicable validity period. Vouchers are non-transferable and non-refundable.
