Our Policies, Terms & Conditions - lovesoul

Terms & Conditions

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Policies, Terms & Conditions

By booking or purchasing from lovesoul (whether product or service), you accept and agree to these terms and conditions.

Pricing for services and products may change at any time without notice. Please read under Payments for more information.

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Bookings & Consultations

By booking in with lovesoul, you are giving permission for lovesoul therapists to treat you for that day and for any future treatments booked. You agree that you will have an initial consultation before your first appointment with us, and will answer all questions truthfully and to the best of your knowledge. You will need to disclose any allergies, medical conditions, medications or any other information at the time of each of your services, most especially if something has changed since your last visit. We understand that unanticipated events happen in everyone's life. However, in our desire to deliver the best treatments for you, remain fair to all our clients, and out of consideration for our therapists' time, we have adopted the following policies:

Gift Vouchers

Gift vouchers are non-refundable. They cannot be refunded or exchanged for cash. We do not give change for unused gift voucher dollars. You do not have to spend all the voucher at once, but the expiry date remains the same for each dollar.

All "paid-for" gift vouchers (so excluding where they have been donated by lovesoul) may be upgraded or changed. The monetary value of what was originally paid for the voucher will remain the same. This is the true value of the voucher. If our treatment prices have changed since your gift voucher was purchased, or you are upgrading to a higher priced treatment, you are required to pay any remaining balance at your booked appointment.

Regifting: All gift vouchers can be regifted to someone else, however we ask you to please speak with us first so we can change the recipient name and we don't need to question the person using it.

Lost Vouchers: If you lose your gift voucher please contact us immediately. If the voucher has not expired and is still in our database, we can replace it. We'll need as much information as you can give us: voucher number, expiry date, purchase date, customer name and/or email address of who purchased the voucher, recipient name and/or email address, voucher value. Then we'll start the search!

Expired Gift Vouchers: We are not obligated to accept any gift vouchers after the expiry date has passed, but at our discretion we may give a two-week grace period. Please speak with us if you have an expired voucher or any other questions, and have your voucher number ready.

COVID: Due to the effects of covid and lockdowns, we regret to have to make the decision that we can no longer honour gift vouchers that expired throughout the COVID Pandemic (2020-2021). From 27 February 2023 we will no longer be accepting and extending these expired gift vouchers. All of 2022 we have welcomed back our usual schedules along with our new Health & Safety Policies.

Donated Gift Vouchers: Vouchers donated by lovesoul are void after the expiry date with no exceptions. Unless otherwise stated, these vouchers can not be upgraded or changed, but must be booked as what they are to the value of, nor can it be used in conjunction with any other offer. If there are any special terms specific to your voucher, these would be written for you on the physical voucher.

Promotional Offers

Any promotional offers may have it’s own special terms & conditions, in addition to our standard terms, conditions & policies. As stated above, by purchasing, redeeming and/or booking with lovesoul, clients are agreeing to all terms and conditions. All bookings are subject to availability. lovesoul reserves the right to modify or cancel the promotion without prior notice. Client changes or cancellations must follow our standard policies unless otherwise specified for the specific promotion.

Mother's Day "Revive & Glow Spa Escape 1HR" - (May 2024)

This promotion valid for bookings made online from 1 May to 31 May, 2024. Bookings must be confirmed in May. Vouchers available for purchase only during May 2024, and must be redeemed within our 12 month expiry period. To redeem, contact us via email or phone, as online booking will not be available for this treatment after 31 May 2024.

Rewards Vouchers

Rewards vouchers are void after the expiry date with no exceptions. Unless otherwise stated, these vouchers can not be upgraded or changed, but must be booked as what they are to the value of, nor can it be used in conjunction with any other offer. If you lose this voucher, they cannot be redeemed - we do not store these details in our database. You must bring the voucher in with you to redeem it. Rewards vouchers cannot be re-gifted. They must be used by the original recipient only.

Health, Hygiene & Safety

The New Zealand Association of Registered Beauty Therapists (of which we are members) & the Auckland council have been working together on the rules and regulations of beauty therapy, which must be met in order to obtain a Health & Hygiene licence. As a member of NZARBTh, we are extremely excited to welcome these long awaited Health & Hygiene laws to the beauty industry. This Health & Hygiene licence will guarantee your therapist is fully trained & qualified not only in your treatments, but also in sterilisation & sanitation. Ours is displayed on site. Rest assured, we take our health & hygiene procedures very seriously and have strict hygiene practices in place. We use disposable equipment where possible, including the use of our nail files which (like all disposable equipment) we limit to using once per client. For equipment that is not disposable, we use hospital grade disinfectant and autoclave sterilisation. During our pedicure treatments, we do NOT use credo blades or similar.

Cancellation Policy

We require (where possible) 24 hours notice for any cancellations or rescheduling of your appointment. Of course we have exceptions for true emergencies such as sudden sickness, medical emergencies, hospitalisation, or familial death. Late cancellations within 24 hours may incur a cancellation fee of 50% of the booked treatment cost. Please note for the month of December, there are no exceptions, and all late cancellations will be charged a cancellation fee. December is the busiest time of the year for our industry. As we are also small business, we rely on our December month to be completely booked out. As soon as you notify us, we will begin trying to fill your scheduled appointment time with a client on our waiting list. The sooner we know that you will be unable to make your appointment, the more likely it is that we will be able to find a client for that time. We do our best to fill up last minute cancellations as we understand that nobody wants to be charged for an appointment they did not receive, but unfortunately it is not always possible. If we are unable to book another client in to your scheduled appointment time a late cancellation fee will be applied to cover this appointment time.

No-Show, "I forgot" Policy

Should you forget or intentionally forgo your appointment for any reason other than the exceptions above (sudden sickness, medical emergencies, hospitalisation, or familial death) without giving us any notice, your appointment will considered a “no-show”. If this occurs, the no-show fee charge of 100% of the booked treatment cost will be charged to your account to supplement your therapist's time. As same as our cancellation policy above, for the month of December, there are no exceptions accepted, and all no shows will be charged the 100% fee. Two or more no shows will result in prepayment of any future bookings.

Late Policy

We aim to start your appointment exactly on time, but often we are a little early! We really appreciate those who consistently arrive early to their appointments - this helps our day run smoothly. If you are late to your appointment, please understand we still need to keep to our scheduled day, and although we will do our absolute best to fit all of your booked treatments in, your treatment will still end on time regardless. Unfulfilled appointments due to lateness will be considered a late cancellation.

Sickness Policy

Should you be unwell (even if it's just a cough or cold), we kindly ask you to please let us know as soon as possible so that we can reschedule for another time. Please look after us, so we can look after you. For the health and safety of our therapist and all hygiene practices, we define sickness as any illness you can pass onto another. Please use common sense here. Due to the intimate nature of the work we do, our therapists are unable to work if unwell. Should your therapist be unwell on a day you have an appointment, you will be contacted as soon as possible to reschedule. If available, we will offer to move you with another therapist.We will cancel appointments occasionally when a therapist is ill, has conflicting medical appointments of their own, or is attending a course to further their education. We do our best to keep these to a bare minimum and you will not be charged a fee if this occurs.

Child Policy

We do not mind if you bring your children with you to your appointments, (and we always love to meet them!) though for your own space and relaxation it's nice to arrange care for them elsewhere. Under your responsibility, they may wait in the waiting room or come into the treatment room with you. However, it is your responsibility as parent/guardian to ensure that they are quiet and respectful. Please also ensure there is no touching of any equipment in our treatment rooms. It can be tempting to do all sorts of things when mummy's eyes are closed. A book, or an iPad with headphones can be a good idea. Sitting there quietly with nothing to do can get very boring very quickly. Please be aware of how long your treatment is expected to take, and think of our other clients who may be enjoying a relaxing facial in the next room! Then decide if your children can cope in a relaxed, quiet environment for this timeframe. Please also understand this is a quiet space, and is a “Me-Time” or “Time-Out” for many of our clients. If children are disrupting any treatments, distracting your therapist, or causing the treatment to run over time, we may need to end your treatment early. Thank you for your respect.

Payments & Late Payments

At your appointment, we take cash, credit card and EFTPOS as payment. Please note there is a 2.5% surcharge for CREDIT CARDS. You will be prompted to accept surcharge if you swipe or insert your card, but not prompted (still charged) if you use PayWave. In some cases, we accept Internet Banking payments. Internet Banking Payments: If paying via internet banking, your payment is required within 7 days of your appointment or purchase. If payment has not been received before the 8th day, late payment fees will incur. Refunds: All payments are final. If you have a reaction or are displeased with the results of a treatment, please speak with us immediately. You must contact us within 5 days of your completed appointment. You are not guaranteed a refund; but we take all cases seriously and may issue a partial refund on a case-by-case basis. We cannot refund unused vouchers. Your request for a refund may be declined. Before a decision is made, we may request for you to come back in to see us in person, or send us photos of the treatment area. Pricing for lovesoul services and products are subject to change at any time without notice due to increase in business costs and inflation. This may include a price adjustment in the time between making your booking and receiving your treatment, and your total balance is determined at the time of your appointment not at the time of your booking.

Online Shop Payments

We accept PayPal, Visa, MasterCard and Direct Debit. You will be charged in NZ dollars. Your order will not be processed until payment has been received. We also accept Internet Banking payments, except where Delivery: Local Pick Up is selected. If paying via internet banking, your payment is required within 7 days of your purchase. If payment has not been received before the 8th day, late payment fees will incur or your order will be cancelled.