Cancellation Policy

Willow kindly requests 48-hours notice if you’re unable to make your scheduled appointment. A 100% charge will apply for any treatments cancelled with less than 24-hours notice.   

Spa Arrival

Please arrive 15 minutes prior your treatment to allow time for adequate time for you to check-in, and for your therapist to plan your perfect experience. Late arrivals may result in reduced treatment time.

Spa Etiquette

To ensure comfort and relaxation of all quests, we ask that you keep your voices to a minimum and respect that the spa is a mobile and smoke-free environment.

Health Conditions

Please inform us of any medical or health conditions, allergies, injury or pregnancy when making your reservation. 

Minimum Age

All guests must be a minimum of 18 years of age to use the spa facilities and services.

PREPAYMENTS

Willow requires 100% prepayment on all bookings in our spa. If not used towards the treatment that the prepayment was made, it will be transferred as credit on file towards the same treatment.

CREDIT

All credit on file expires after 12 months, and cannot be redeemed after 12 months.

Privacy

All personal information shared will remain private & confidential. For a full disclosure of our privacy policy please read below.

PRIVACY POLICY

Willow Urban Retreat is committed to providing quality services to you and this policy outlines our ongoing obligations to you in respect of how we manage your Personal Information.

We have adopted the National Privacy Principles (NPPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The NPPs govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information.

A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Federal Privacy Commissioner at www.privacy.gov.au.

DISCLAIMER

This website has been compiled by Willow Urban Retreat and the content provided is for information purposes only. While care has been taken in its preparation, Willow Urban Retreat does not guarantee or warrant the reliability, accuracy or currency of the information. Information should not be used without checking appropriate sources and/or obtaining professional advice where required. Willow Urban Retreat will not be held liable for any loss, damage, cost or expense incurred from the use of information provided.

You should notify us immediately if there is any unauthorised use of your account or any other breach of security. However, Willow Urban Retreat does not accept responsibility for any consequences of the unauthorised access to your information.

WHAT IS PERSONAL INFORMATION AND WHY DO WE COLLECT IT?

Personal Information is information or an opinion that identifies an individual. Examples of Personal Information we collect include: names, addresses, email addresses, phone and facsimile numbers.

This Personal Information is obtained in many ways including correspondence, by telephone, by email, via our website www.willowurbanretreat.com.au, from your website, from COVID forms, as required by law, from media and publications, from other publicly available sources, from cookies and from third parties. We don’t guarantee website links or policy of authorised third parties.

We collect your Personal Information for the primary purpose of providing our services to you, adhering to government regulations regarding COVID, and to provide information to our clients and marketing. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure. You may unsubscribe from our mailing/marketing lists at any time by contacting us in writing.

When we collect Personal Information we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it.

SENSITIVE INFORMATION

Sensitive information is defined in the Privacy Act to include information or opinion about such things as an individual’s racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information.

Sensitive information will be used by us only:

• For the primary purpose for which it was obtained

• For a secondary purpose that is directly related to the primary purpose

• With your consent; or where required or authorised by law.

THIRD PARTIES

Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.

DISCLOSURE OF PERSONAL INFORMATION

Your Personal Information may be disclosed in a number of circumstances including the following:

• Third parties where you consent to the use or disclosure; and

• Where required or authorised by law.

SECURITY OF PERSONAL INFORMATION

Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorised access, modification or disclosure.

When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of 7 years.

ACCESS TO YOUR PERSONAL INFORMATION

You may access the Personal Information we hold about you and to update and/or correct it, subject to certain exceptions. If you wish to access your Personal Information, please contact us in writing.

Willow Urban Retreat will not charge any fee for your access request, but may charge an administrative fee for providing a copy of your Personal Information.

In order to protect your Personal Information we may require identification from you before releasing the requested information.

MAINTAINING THE QUALITY OF YOUR PERSONAL INFORMATION

It is an important to us that your Personal Information is up to date. We will take reasonable steps to make sure that your Personal Information is accurate, complete and up-to-date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.

POLICY UPDATES

This Policy may change from time to time and is available on our website.

PRIVACY POLICY COMPLAINTS AND ENQUIRIES

If you have any queries or complaints about our Privacy Policy please contact us at:

1203 High Street Armadale Victoria 3143
hello@willowurbanretreat.com.au
(03) 9822 8778