NATURAL SYMPHONY

TERMS & CONDITIONS

Version: 3.0
Effective Date: 26 July 2026

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1. Introduction

Welcome to Natural Symphony ("Natural Symphony", "we", "our" or "us").

These Terms & Conditions govern the use of our website, online store, online booking system, clinic services, gift vouchers, products, communications and all interactions between Natural Symphony and our clients and customers.

Natural Symphony is owned and operated by B Stubbs as a sole trader, trading under the registered business name Natural Symphony and operating from:

 

Shop 14, 101 Valley Way
Mount Cotton QLD 4165
Australia

 

By:

• accessing our website;

• making an enquiry;

• purchasing products;

• purchasing or redeeming gift vouchers;

• booking an appointment;

• attending an appointment;

• participating in a consultation; or

• otherwise using any service provided by Natural Symphony,

you acknowledge that you have read, understood and agree to be bound by these Terms & Conditions together with our Privacy Policy.

If you do not agree with these Terms, you should not use our website or services.

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2. Definitions

For the purposes of these Terms & Conditions:

ACL means the Australian Consumer Law contained within Schedule 2 of the Competition and Consumer Act 2010 (Cth).

Appointment means any scheduled consultation, assessment or treatment with Natural Symphony.

Business means Natural Symphony operated by Bronwen Jane Stubbs.

Client means any individual receiving massage therapy, wellness services or professional advice from Natural Symphony.

Customer means any individual purchasing products, gift vouchers or merchandise.

Clinic means the premises from which Natural Symphony operates, together with any approved future clinic locations.

Force Majeure Event means any event beyond our reasonable control including but not limited to natural disasters, severe weather, pandemics, government restrictions, power failures, internet outages, supplier interruptions or other emergencies.

Gift Voucher means any prepaid voucher, promotional voucher or electronic voucher issued by Natural Symphony.

Health Information has the meaning given under the Privacy Act 1988 (Cth) and includes information relating to your physical or mental health.

Products includes soaps, skincare, body care products, wellness products, gift packs and any other retail goods sold by Natural Symphony.

Privacy Policy means the current Natural Symphony Privacy Policy published on our website.

Services includes remedial massage, manual lymphatic drainage, relaxation massage, pregnancy massage, reflexology, cupping therapy and any additional services offered by Natural Symphony.

Website means the Natural Symphony website and any associated online booking or purchasing platform.

 

3. Acceptance of Terms

By using our website or engaging our services, you agree to these Terms & Conditions in full.

If you are booking on behalf of another person, you warrant that you have authority to accept these Terms on their behalf.

Natural Symphony may amend these Terms from time to time where reasonably necessary due to changes in legislation, professional standards, clinic policies or business operations.

The current version will always be available on our website.

Continued use of our services after amendments have been published constitutes acceptance of those amendments.

 

4. About Natural Symphony

Natural Symphony is a professional massage therapy and wellness clinic committed to providing safe, ethical and evidence-informed massage services within the practitioner's qualifications, training and scope of practice.

Natural Symphony aims to provide services in accordance with:

• Australian Consumer Law;

• Privacy Act 1988 (Cth);

• Australian Privacy Principles;

• applicable Queensland legislation;

• recognised professional standards;

• and the Massage & Myotherapy Australia/AMT Code of Practice (where applicable to professional membership obligations).

Natural Symphony maintains professional indemnity and public liability insurance appropriate for the services provided.

 

5. Website Use

The information contained on this website is intended for general educational and informational purposes only.

While reasonable care is taken to ensure information is accurate at the time of publication, Natural Symphony does not warrant that all information will remain current, complete or error-free.

Information provided on the website should not be relied upon as medical advice and should not replace assessment by an appropriately qualified medical practitioner or other healthcare professional.

 

You agree not to:

• misuse the website;

• interfere with website security;

• upload malicious software;

• attempt unauthorised access;

• copy website content without permission;

• use automated systems to harvest website information;

• reproduce branding or intellectual property without written consent.

Natural Symphony reserves the right to suspend or restrict access to the website where necessary to protect its systems or users.

 

6. Online Bookings

Appointments may be booked through our website, Cliniko booking system, by telephone, email, SMS or other approved booking methods.

A booking is not confirmed until confirmation has been issued by Natural Symphony.

Appointment reminders may be sent by SMS, email or other electronic communication.

Clients remain responsible for attending appointments regardless of whether reminders are received.

It is the client's responsibility to ensure their contact information remains current.

 

Natural Symphony reserves the right to decline or cancel bookings where:

• incorrect information has been supplied;

• the requested treatment is outside scope of practice;

• appropriate consent cannot be obtained;

• safety concerns exist; or

• exceptional operational circumstances arise.

 

7. Fees, Payments & Pricing

All prices displayed by Natural Symphony are in Australian Dollars (AUD) and include Goods and Services Tax (GST) where applicable.

 

Current pricing is available on our website, online booking system and may also be displayed within the clinic.

Natural Symphony reserves the right to amend its fees from time to time without prior notice. Updated pricing will apply to future bookings only and will not affect appointments already confirmed unless otherwise agreed.

Payment is due at the completion of each appointment unless alternative arrangements have been agreed in writing.

Natural Symphony accepts payment by approved electronic payment methods, including EFTPOS, major credit and debit cards, and other payment methods displayed at the clinic or online.

 

Where an outstanding balance remains unpaid, Natural Symphony reserves the right to:

• decline future appointments;

• withhold gift voucher redemption;

• recover outstanding amounts through lawful means; and

• charge any reasonable administrative costs associated with recovering overdue payments where permitted by law.

 

8. Private Health Funds & HICAPS

Natural Symphony is an approved provider with participating private health funds where applicable.

Private health fund rebates are determined solely by the individual health fund and are subject to the client's level of cover, annual limits, waiting periods and eligibility requirements.

Natural Symphony cannot guarantee that any treatment will qualify for a rebate.

 

Where HICAPS claiming is available, clients remain responsible for payment of any outstanding balance not covered by their health fund.

Should a health fund decline a claim for any reason, the client remains responsible for payment of the full treatment fee.

Natural Symphony accepts no responsibility for decisions made by private health insurers regarding rebates or claim eligibility.

 

9. Gift Vouchers

Gift vouchers may be purchased online or in person.

Unless otherwise stated, gift vouchers:

• are redeemable for eligible services and retail products offered by Natural Symphony;

• are not redeemable for cash except where required under Australian law;

• cannot be exchanged for cash;

• cannot be used to purchase another gift voucher unless permitted by law.

Gift vouchers should be presented at the time of redemption.

 

Natural Symphony is not responsible for lost, stolen, damaged or unauthorised use of gift vouchers unless required by law.

Where the value of a purchase exceeds the voucher value, the remaining balance must be paid by the client.

Where the purchase is less than the voucher value, the remaining balance will remain available unless the voucher specifically states otherwise.

Promotional vouchers may contain additional conditions including expiry dates, minimum spend requirements or exclusions.

 

10. Appointment Attendance

Clients are encouraged to arrive approximately five to ten minutes before their scheduled appointment to allow sufficient time to complete or update any required documentation.

Late arrival may reduce the available treatment time to ensure subsequent appointments are not delayed.

 

Where a client arrives significantly late, Natural Symphony reserves the right to:

• shorten the appointment;

• reschedule the appointment; or

• cancel the appointment where insufficient treatment time remains.

The full appointment fee may still apply where the appointment cannot reasonably be completed due to late arrival.

 

11. Cancellation, Rescheduling & Missed Appointments

Natural Symphony values both the client's time and the availability of appointment times for other clients.

Clients who need to cancel or reschedule an appointment are requested to provide as much notice as reasonably possible.

Where insufficient notice is provided, or a client fails to attend an appointment without notice, Natural Symphony may charge a cancellation or non-attendance fee consistent with the clinic's published cancellation policy.

Cancellation fees are intended to compensate for appointment time that cannot reasonably be filled at short notice.

Natural Symphony understands that emergencies, illness and unforeseen circumstances can occur. Cancellation fees may be waived at the clinic's discretion where exceptional circumstances exist.

Natural Symphony reserves the right to request prepayment or deposits for future appointments following repeated late cancellations or missed appointments.

 

12. Client Responsibilities

To assist Natural Symphony in providing safe and effective treatment, clients agree to:

• provide complete, accurate and up-to-date health information;

• disclose all relevant medical conditions, injuries, surgeries, medications, allergies and pregnancies;

• advise the therapist of any changes to their health before each treatment;

• inform the therapist immediately if treatment becomes uncomfortable;

• communicate any concerns during treatment;

• follow any reasonable post-treatment recommendations provided;

• attend appointments in a suitable state for treatment;

• treat staff and other clients respectfully at all times;

• maintain appropriate personal hygiene before treatment;

• refrain from attending appointments while experiencing contagious illness unless otherwise advised.

Failure to disclose relevant health information may affect the safety and effectiveness of treatment.

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13. Practitioner Responsibilities

Natural Symphony is committed to providing professional, ethical and client-centred care.

The practitioner will:

• work within their education, qualifications and professional scope of practice;

• maintain appropriate professional indemnity and public liability insurance;

• undertake continuing professional development;

• obtain informed consent before treatment;

• maintain client confidentiality in accordance with applicable legislation;

• maintain professional boundaries at all times;

• keep accurate clinical records;

• provide treatment with reasonable care and skill;

• refer clients to another suitably qualified health professional where treatment falls outside the practitioner's scope of practice or where referral is considered clinically appropriate.

 

14. Scope of Practice

Massage therapy provided by Natural Symphony is intended to support musculoskeletal health, relaxation, circulation, recovery and general wellbeing.

Massage therapy is not a substitute for medical diagnosis, medical treatment, emergency care, physiotherapy, chiropractic care, psychology, psychiatry or other regulated healthcare services.

Natural Symphony does not diagnose medical conditions, prescribe medications, perform medical procedures or guarantee treatment outcomes.

Clients experiencing severe pain, neurological symptoms, suspected fractures, chest pain, breathing difficulties or other medical emergencies should immediately seek appropriate medical attention.

Where treatment is considered unsuitable or outside the practitioner's professional scope, Natural Symphony may decline treatment and recommend consultation with an appropriate healthcare provider.

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15. Health Screening & Contraindications

The safety and wellbeing of clients is Natural Symphony's highest priority.

Before each treatment, clients are required to provide accurate and up-to-date information regarding their current health, medical history, medications, allergies, pregnancy status, injuries and any other information that may affect treatment.

As health conditions may change over time, clients agree to advise Natural Symphony of any new symptoms, diagnoses, surgeries, medications or other relevant health information before each appointment.

 

Natural Symphony reserves the right to postpone, modify or decline treatment where it is believed that massage therapy may be unsafe or contraindicated.

 

Examples of situations where treatment may be postponed, modified or declined include, but are not limited to:

• fever or suspected infectious illness;

• influenza, COVID-19, gastroenteritis or other contagious conditions;

• unexplained swelling or inflammation;

• suspected deep vein thrombosis (DVT);

• suspected fractures or unstable injuries;

• uncontrolled hypertension;

• acute neurological symptoms;

• severe skin infections or contagious skin conditions;

• intoxication by alcohol or recreational drugs;

• recent surgery where medical clearance is required;

• medical emergencies requiring urgent medical assessment;

• any circumstance where treatment may place the client or practitioner at unreasonable risk.

 

Where treatment cannot safely proceed, Natural Symphony will explain the reason where appropriate and may recommend consultation with a medical practitioner or another suitably qualified healthcare professional.

 

16. Informed Consent

Natural Symphony is committed to ensuring that all treatment is provided with the client's informed and voluntary consent.

 

Before treatment commences, the practitioner will explain:

• the proposed treatment;

• the intended therapeutic goals;

• the techniques likely to be used;

• potential benefits;

• reasonably foreseeable risks;

• any known limitations of treatment; and

• available alternatives where appropriate.

 

Clients are encouraged to ask questions at any time before or during treatment.

Consent is regarded as an ongoing process rather than a single event.

 

Clients may:

• withdraw consent at any time;

• request that pressure be altered;

• request a technique be discontinued;

• decline treatment of any body area;

• request additional draping; or

• end the treatment immediately without providing a reason.

Natural Symphony respects every client's right to make informed decisions regarding their treatment.

 

17. Treatment Modifications

Every client presents with different health conditions, goals and treatment responses.

Accordingly, Natural Symphony may modify any treatment where clinically appropriate.

 

Treatment modifications may include:

• altering pressure;

• changing treatment techniques;

• avoiding particular anatomical areas;

• shortening the treatment;

• changing treatment positions;

• postponing treatment; or

• discontinuing treatment entirely.

Where treatment is discontinued due to safety concerns, Natural Symphony will discuss appropriate next steps and, where appropriate, recommend further medical assessment.

 

18. Professional Boundaries

Natural Symphony is committed to maintaining the highest professional and ethical standards throughout every client interaction.

 

All treatments are provided solely for therapeutic purposes.

Professional boundaries are maintained before, during and after every appointment.

 

Natural Symphony does not tolerate:

• inappropriate behaviour;

• abusive language;

• harassment;

• intimidation;

• threatening behaviour;

• discriminatory conduct;

• sexual comments or requests;

• inappropriate physical contact;

• behaviour that places staff or other clients at risk.

 

Where inappropriate behaviour occurs, treatment may be terminated immediately.

Natural Symphony reserves the right to refuse future appointments where professional boundaries have been breached.

 

19. Draping & Client Privacy During Treatment

Client dignity, comfort and privacy are fundamental principles of every treatment provided by Natural Symphony.

Clients will be appropriately draped throughout treatment using towels or other suitable coverings.

Only the area of the body currently being treated will be uncovered.

Sensitive areas of the body will remain appropriately covered at all times.

If treatment of an area requires adjustment to draping, this will be explained beforehand and consent will be obtained.

Clients may request additional draping at any time.

Natural Symphony will always respect a client's decision to decline treatment of any area of the body.

 

20. Treatment of Children & Young People

Natural Symphony welcomes younger clients where massage therapy is appropriate and clinically indicated.

Treatment of children and young people will be conducted in accordance with applicable Australian law, professional standards and ethical obligations.

Where required, consent must be obtained from a parent, legal guardian or other authorised decision-maker before treatment commences.

Depending on the child's age, maturity and circumstances, Natural Symphony may require a parent or guardian to remain present throughout the appointment.

Where a young person demonstrates sufficient maturity to make informed healthcare decisions, Natural Symphony will act in accordance with applicable legal principles while balancing the involvement of parents or guardians where appropriate.

The comfort, dignity and wellbeing of the young person will remain the highest priority throughout treatment.

 

21. Chaperones

Natural Symphony recognises that some clients may prefer the presence of another person during treatment.

Clients may request that a support person or chaperone be present during treatment where practical and appropriate.

Natural Symphony may also request that a chaperone be present where considered appropriate to protect the interests of both the client and practitioner.

The presence of a chaperone must not interfere with the safe and effective delivery of treatment or the privacy of other clients.

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22. Infection Prevention & Control

Natural Symphony is committed to maintaining a clean, safe and hygienic clinical environment.

Reasonable infection prevention and control measures include:

• hand hygiene before and after each treatment;

• cleaning and disinfecting treatment equipment between clients;

• using freshly laundered linen for every client;

• maintaining appropriate environmental cleanliness;

• following current public health recommendations where applicable;

• encouraging clients experiencing contagious illness to postpone appointments.

Natural Symphony reserves the right to postpone appointments where treatment may present an unreasonable infection risk to clients or staff.

Clients who attend appointments while knowingly experiencing a contagious illness may be refused treatment and asked to reschedule.

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23. Retail Products & Cosmetic Goods

Natural Symphony offers a carefully selected range of handmade and commercially sourced wellness products, including soaps, body care, skincare, bath products, gift packs and other wellness items.

Every reasonable effort is made to accurately describe products, including their ingredients, intended use and general characteristics.

​

Due to the handmade nature of many products, variations may naturally occur in colour, scent, appearance, weight, texture, design and finish.

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These variations are not considered defects and reflect the unique nature of handcrafted products.

Natural Symphony reserves the right to modify product formulations, packaging, labelling or presentation where reasonably necessary due to ingredient availability, supplier changes, legal requirements or continuous product improvement.

 

24. Product Information & Intended Use

Product descriptions provided by Natural Symphony are intended to assist customers in making informed purchasing decisions.

Descriptions regarding aroma, texture, ingredients or general wellness benefits are provided for informational purposes only.

Unless expressly stated, no statement made by Natural Symphony should be interpreted as medical advice or as diagnosing, treating, curing or preventing any disease or medical condition.

Customers should seek appropriate medical advice regarding specific health concerns.

 

25. Allergies, Sensitivities & Patch Testing

Many Natural Symphony products contain naturally derived oils, butters, botanicals, clays, essential oils, fragrance oils and other cosmetic ingredients.

 

Although every reasonable effort is made to accurately label ingredients, individual sensitivities cannot be predicted.

Customers are responsible for reviewing ingredient lists before purchasing or using any product.

Where a customer has known allergies, sensitive skin or a history of allergic reactions, Natural Symphony recommends conducting a patch test before full use.

 

If irritation, redness, swelling or any adverse reaction occurs, use should be discontinued immediately and appropriate medical advice sought if required.

Natural Symphony cannot guarantee that products are suitable for every individual.

 

26. Product Storage & Shelf Life

To maintain product quality, customers should store products:

• in a cool, dry location;

• away from direct sunlight;

• away from excessive heat or moisture;

• with lids securely closed where applicable.

Natural Symphony cannot accept responsibility for deterioration caused by improper storage after purchase.

As many products contain naturally derived ingredients, colour, scent and texture may change over time without affecting product safety.

 

27. Handmade Product Variations

Many Natural Symphony products are handcrafted in small batches.

Accordingly, customers acknowledge that individual products may differ slightly between production batches.

 

Natural variations may include:

• colour intensity;

• swirl patterns;

• botanical placement;

• mica distribution;

• fragrance strength;

• shape;

• weight within accepted manufacturing tolerances.

These variations are a normal characteristic of handmade products and do not constitute manufacturing defects.

 

28. Product Availability

All products are offered subject to availability.

Natural Symphony reserves the right to discontinue products, modify formulations or substitute packaging where reasonably necessary.

Where a product becomes unavailable after an order has been placed, Natural Symphony may:

• offer a suitable alternative;

• delay dispatch until stock becomes available;

• provide a refund; or

• contact the customer to discuss available options.

 

29. Pricing & Online Orders

All prices displayed on the Natural Symphony website are in Australian Dollars (AUD).

Reasonable care is taken to ensure pricing accuracy.

However, Natural Symphony reserves the right to correct pricing errors that may occur due to technical, administrative or supplier-related issues.

 

Where a pricing error is identified after an order has been placed, Natural Symphony may:

• honour the advertised price;

• contact the customer to confirm the correct price; or

• cancel the order and provide a full refund.

 

Orders remain subject to acceptance by Natural Symphony.

Receipt of an order confirmation does not necessarily constitute acceptance of an order.

 

Natural Symphony reserves the right to decline any order where:

• stock is unavailable;

• payment cannot be authorised;

• fraudulent activity is suspected;

• incorrect pricing has occurred;

• legal obligations prevent supply.

 

30. Shipping & Delivery

Natural Symphony aims to dispatch orders within a reasonable timeframe following receipt of payment.

Estimated delivery times are provided as a guide only and are not guaranteed.

 

Delivery times may vary due to:

• Australia Post or courier delays;

• weather events;

• public holidays;

• regional delivery locations;

• supply chain interruptions; or

• events beyond Natural Symphony's reasonable control.

Risk in purchased goods generally passes to the customer upon delivery to the nominated delivery address, unless otherwise required by law.

Customers are responsible for ensuring that shipping information is accurate.

Natural Symphony is not responsible for delays, returned parcels or additional delivery costs resulting from incorrect address details provided by the customer.

 

31. Returns, Refunds & Australian Consumer Law

Natural Symphony complies with the Australian Consumer Law.

Nothing contained within these Terms excludes, restricts or modifies any consumer rights or guarantees that cannot lawfully be excluded.

 

Customers may be entitled to a repair, replacement or refund where products fail to meet the consumer guarantees under the Australian Consumer Law.

 

Due to hygiene and safety considerations, Natural Symphony generally cannot accept returns for products where:

• the product has been opened;

• the product has been used;

• the product has been damaged after delivery;

• the product has not been stored appropriately;

• the customer has simply changed their mind,

unless otherwise required by Australian Consumer Law.

 

If a customer believes a product is faulty or incorrect, Natural Symphony should be contacted as soon as reasonably practicable to allow the matter to be assessed.

 

32. Product Disclaimer

Natural Symphony products are cosmetic and wellness products unless otherwise expressly stated.

Individual results may vary depending on skin type, health conditions, allergies and other personal factors.

Natural Symphony does not guarantee that any product will achieve a particular outcome.

Customers should use products strictly in accordance with any instructions provided.

Products should be kept out of reach of young children unless specifically intended for their use.

Where accidental ingestion, serious irritation or other unexpected reactions occur, appropriate medical advice should be sought immediately.

 

33. Privacy & Confidentiality

Natural Symphony is committed to protecting the privacy, confidentiality and security of all personal and health information entrusted to the business.

 

Personal information is collected, used, stored and disclosed in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and Natural Symphony's current Privacy Policy.

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Health information is collected only where reasonably necessary to provide safe and appropriate treatment, administer appointments, process payments, meet legal or professional obligations, or otherwise manage the client relationship.

Natural Symphony takes reasonable steps to protect personal and health information from misuse, interference, loss, unauthorised access, modification and disclosure through appropriate administrative, technical and physical safeguards.

By booking an appointment or purchasing products or services, clients acknowledge that their information may be managed through secure business systems including Cliniko and other service providers used for appointment scheduling, clinical records, invoicing and communications.

Nothing in these Terms overrides the rights or obligations contained within Natural Symphony's Privacy Policy.

 

34. Clinical Records

Natural Symphony maintains accurate clinical records to support safe, ethical and effective healthcare.

Clinical records may include:

• health history;

• assessment findings;

• treatment notes;

• consent records;

• referrals;

• correspondence relating to treatment;

• invoices and payment records where relevant.

Records will be retained for the period required by law, insurance requirements and professional obligations. Adult records are generally retained for at least seven years after the final consultation, while records relating to children may be retained for longer where required.

Clients may request access to their records in accordance with applicable legislation and Natural Symphony's Privacy Policy.

 

35. Electronic Communications

Clients consent to receiving communications reasonably necessary to provide services, including:

• appointment confirmations;

• appointment reminders;

• invoices and receipts;

• treatment-related follow-up information;

• responses to enquiries;

• administrative notifications.

Communications may be provided by SMS, email, telephone or other agreed methods.

Marketing communications will only be sent where permitted by law and may be withdrawn at any time. Essential appointment and treatment communications may still be sent where reasonably necessary.

 

36. Photography, Testimonials & Social Media

Natural Symphony respects every client's privacy.

No photographs, videos, testimonials or identifying information will be published without the client's consent.

Where consent is given, clients may withdraw that consent at any time for future use, noting that material already lawfully published may not always be capable of complete removal.

 

Natural Symphony also expects respectful behaviour from clients across social media and online review platforms. Constructive feedback is welcomed and concerns should be raised directly with the clinic wherever possible to assist in resolving issues.

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37. Complaints & Dispute Resolution

Natural Symphony is committed to resolving concerns promptly, respectfully and fairly.

Clients who have a concern about treatment, products or services are encouraged to contact the clinic as soon as practicable so the matter can be investigated.

 

Natural Symphony will:

• acknowledge complaints within a reasonable period;

• investigate concerns objectively;

• request additional information where required;

• provide a response within a reasonable timeframe; and

• take appropriate steps to resolve substantiated concerns.

Privacy complaints will be handled in accordance with Natural Symphony's Privacy Policy. If a privacy complaint cannot be resolved, individuals may contact the Office of the Australian Information Commissioner.

 

38. Limitation of Liability

Nothing in these Terms excludes, restricts or modifies any rights that cannot lawfully be excluded under the Australian Consumer Law or any other applicable legislation.

 

To the maximum extent permitted by law:

• Natural Symphony does not guarantee that treatment will achieve any particular outcome.

• Treatment outcomes vary between individuals and depend on many factors, including the client's health status, adherence to recommendations and individual response.

• Natural Symphony is not responsible for losses arising from incomplete or inaccurate health information supplied by the client.

• Natural Symphony is not liable for indirect, incidental or consequential loss arising from the use of its website, products or services, except where liability cannot lawfully be excluded.

 

Clients acknowledge that massage therapy involves inherent risks, including temporary soreness, bruising or symptom flare-ups, and consent to treatment with this understanding.

 

39. Intellectual Property

Unless otherwise stated, all content created by Natural Symphony remains its intellectual property, including:

• logos;

• branding;

• website content;

• photographs;

• graphics;

• educational resources;

• treatment documentation;

• downloadable materials;

• product descriptions.

 

No material may be copied, reproduced, distributed or commercially exploited without prior written consent, except where permitted by law.

 

40. Website Availability

Natural Symphony aims to keep its website and online booking services available at all times.

However, uninterrupted access cannot be guaranteed.

Natural Symphony is not responsible for interruptions caused by maintenance, software updates, internet outages, cyber incidents or third-party service providers.

 

41. Force Majeure

Natural Symphony is not liable for delays, cancellations or failure to perform obligations where those events are caused by circumstances beyond its reasonable control, including:

• natural disasters;

• severe weather;

• bushfires;

• floods;

• pandemics;

• government restrictions;

• power failures;

• internet outages;

• supplier interruptions; or

• other emergencies.

Where practical, affected appointments or orders will be rescheduled or otherwise managed in consultation with the client.

 

42. Amendments

Natural Symphony may amend these Terms & Conditions where reasonably necessary to reflect changes in legislation, professional standards, business operations or clinic policies.

The current version will be published on the Natural Symphony website and will apply from the stated effective date.

 

43. Severability

If any provision of these Terms is found to be invalid, unlawful or unenforceable, that provision will be severed to the extent necessary, and the remaining provisions will continue in full force and effect.

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44. Waiver

A failure or delay by Natural Symphony in exercising any right under these Terms does not constitute a waiver of that right.

 

45. Entire Agreement

These Terms & Conditions, together with the Natural Symphony Privacy Policy and any additional policies expressly incorporated by reference, constitute the entire agreement between Natural Symphony and the client or customer in relation to the matters covered by these Terms.

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46. Governing Law

These Terms & Conditions are governed by the laws of Queensland, Australia.

Any dispute arising from these Terms will be subject to the jurisdiction of the courts of Queensland.

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47. Contact Information

Natural Symphony

Bronwen Jane Stubbs
ABN: 66 881 498 546

Shop 14, 101 Valley Way
Mount Cotton QLD 4165
Australia

Phone: 0416 309 585

Email: info@naturalsymphony.com.au

Website: https://www.naturalsymphony.com.au

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APPENDIXES 

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APPENDIX A

Cancellation, Rescheduling & Missed Appointment Policy

At Natural Symphony, appointment times are reserved exclusively for each client. Late cancellations and missed appointments can prevent other clients from accessing care.

We understand that unexpected events occur and will always endeavour to be fair and reasonable.

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Cancellation & Rescheduling

If you need to cancel or reschedule your appointment, please provide as much notice as possible.

Providing reasonable notice allows us the opportunity to offer the appointment to another client.

Where insufficient notice is provided, a cancellation fee may be charged in accordance with our current clinic policy.

Natural Symphony reserves the right to waive cancellation fees where exceptional circumstances exist, including genuine emergencies, illness or other circumstances considered reasonable by the clinic.

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Late Arrivals

If you arrive late, your appointment may need to be shortened to avoid delaying subsequent clients.

The full treatment fee may still apply where the full appointment time was reserved for you.

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Missed Appointments

Clients who fail to attend appointments without notice may be charged the full appointment fee.

Repeated missed appointments or late cancellations may require future bookings to be prepaid or secured by deposit.

Natural Symphony appreciates your understanding and cooperation in helping us provide timely care to all clients.

 

APPENDIX B

Gift Voucher Policy

Natural Symphony gift vouchers make a thoughtful gift and may be redeemed for eligible treatments and retail products.

Gift vouchers:

• may be purchased online or in clinic;

• may only be redeemed by the voucher holder unless otherwise stated;

• cannot generally be exchanged for cash except where required by Australian law;

• may be used across multiple purchases until the balance is exhausted where applicable.

Where the purchase exceeds the voucher value, the remaining balance is payable at the time of purchase.

Lost, stolen or damaged vouchers may not be replaceable.

Promotional vouchers may contain additional conditions or expiry dates which will be specified at the time of issue.

Gift vouchers are subject to Australian Consumer Law and applicable gift card legislation.

APPENDIX C

Product Care & Allergy Information

Natural Symphony products are handcrafted in small batches using carefully selected cosmetic ingredients.

As with all cosmetic products, individual skin reactions can occur.

Before using a product, customers should:

• review the ingredient list;

• avoid known allergens;

• perform a patch test if sensitive skin or allergies are known.

Discontinue use immediately if irritation occurs.

Seek medical advice where appropriate.

Products are intended for external use only unless specifically stated otherwise.

Store products:

• away from direct sunlight;

• below excessive temperatures;

• with lids securely closed;

• out of reach of young children.

Due to their handmade nature, products may naturally vary in colour, appearance, fragrance, texture or weight between batches.

These variations do not affect product quality and are not considered manufacturing defects.

APPENDIX D

Clinic Code of Conduct

Natural Symphony is committed to providing a welcoming, respectful and inclusive environment for every client.

To help maintain a safe and comfortable clinic, we ask all clients to:

• treat staff with courtesy and respect;

• treat other clients respectfully;

• communicate openly regarding treatment preferences;

• arrive in a suitable condition for treatment;

• maintain appropriate personal hygiene;

• refrain from attending appointments while experiencing contagious illness;

• respect the privacy of others within the clinic.

Natural Symphony has zero tolerance for:

• abusive behaviour;

• harassment;

• discrimination;

• threatening conduct;

• sexual comments or advances;

• inappropriate touching;

• intoxication that may compromise safety.

Where behaviour is considered inappropriate, treatment may be refused or immediately terminated.

Natural Symphony reserves the right to decline future bookings where professional boundaries have been breached.

 

APPENDIX E

Service Information

 

Remedial Massage

Remedial Massage aims to assess and treat muscles, tendons, ligaments and connective tissues to assist with pain, injury management, recovery and improved movement.

Suitable for:

• muscular pain;

• postural dysfunction;

• sporting injuries;

• tension headaches;

• neck and back pain;

• shoulder dysfunction.

 

Manual Lymphatic Drainage

Manual Lymphatic Drainage (MLD) is a gentle technique designed to encourage the movement of lymphatic fluid.

It may be suitable for:

• post-surgical swelling;

• lymphoedema management (where appropriate);

• fluid retention;

• recovery following certain medical procedures.

MLD is provided only where clinically appropriate and may require medical clearance in some circumstances.

 

Relaxation Massage

Relaxation Massage is designed to reduce stress, encourage relaxation and promote general wellbeing.

Treatment pressure is generally lighter than remedial massage and focuses on calming the nervous system.

 

Pregnancy Massage

Pregnancy Massage is tailored to support comfort throughout pregnancy.

Treatment is modified according to gestation, medical history and current presentation.

Certain medical conditions may require clearance from the client's treating healthcare provider before treatment can proceed.

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Reflexology

Reflexology involves the application of pressure to specific points of the feet with the aim of encouraging relaxation and supporting general wellbeing.

Reflexology should not replace medical care or treatment.

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Cupping Therapy

Where offered, cupping therapy may be incorporated into massage treatment following discussion and informed consent.

Clients acknowledge that temporary circular skin marks, bruising or tenderness may occur following treatment.

 

APPENDIX F

Cosmetic Product Safety Information

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Natural Symphony manufactures and sells handcrafted cosmetic products in accordance with applicable Australian cosmetic requirements.

 

Our products are:

• intended for external cosmetic use only;

• not intended to diagnose, treat, cure or prevent disease;

• produced in small batches, resulting in natural variations between products.

Customers should discontinue use if irritation occurs.

Natural Symphony reserves the right to improve formulations, packaging or labelling where necessary due to supplier availability, legal requirements or ongoing product development.

 

APPENDIX G

Privacy Summary

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Natural Symphony respects your privacy and is committed to protecting your personal and health information.

Information is collected only where reasonably necessary to:

• provide treatment;

• manage appointments;

• process payments;

• comply with legal obligations;

• maintain clinical records.

Information is securely stored using reputable systems, including Cliniko, and is handled in accordance with our Privacy Policy and Australian privacy legislation.

Clients may request access to or correction of their information in accordance with our Privacy Policy.

Questions or privacy concerns may be directed to:

Natural Symphony
Shop 14, 101 Valley Way
Mount Cotton QLD 4165
Phone: 0416 309 585
Email: info@naturalsymphony.com.au

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APPENDIX H

Consent to Treatment & Treatment Expectations

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Welcome to Natural Symphony

Thank you for choosing Natural Symphony.

Our goal is to provide professional, ethical and client-centred massage therapy in a safe, respectful and welcoming environment.

Every treatment is tailored to your individual needs and is provided within the therapist's qualifications, experience and professional scope of practice.

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Before Your Appointment

To help us provide safe and appropriate treatment, you will be asked to complete a health history form and discuss your current concerns, medical history and treatment goals.

 

It is important that you tell your therapist about:

• current or previous injuries;

• surgeries;

• medical conditions;

• pregnancy or recent childbirth;

• medications;

• allergies;

• skin conditions;

• recent illnesses or infections;

• recent vaccinations where relevant to treatment;

• any changes to your health since your previous appointment.

Providing complete and accurate information helps ensure treatment is safe and appropriate for your individual circumstances.

 

Your Initial Consultation

Your first appointment generally includes:

• discussion of your health history;

• assessment of your presenting concern;

• movement or range of motion assessment where appropriate;

• explanation of the proposed treatment;

• opportunity to ask questions before treatment begins.

Treatment will only proceed once informed consent has been obtained.

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Your Right to Choose

You remain in control of your treatment at all times.

You may:

• ask questions at any time;

• request more or less pressure;

• request a different technique;

• decline treatment to any part of your body;

• request additional draping;

• pause treatment;

• stop treatment completely without needing to provide a reason.

Your comfort, dignity and wellbeing are always respected.

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During Your Treatment

Massage pressure should generally feel therapeutic but should not feel intolerable.

Please let your therapist know immediately if:

• pressure is uncomfortable;

• a position causes pain;

• you feel unwell;

• you experience dizziness;

• you would like anything adjusted.

Open communication helps us provide the most effective treatment possible.

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Professional Boundaries

Natural Symphony maintains professional therapeutic boundaries at all times.

All treatment is provided solely for therapeutic purposes.

Clients can expect:

• respectful communication;

• appropriate draping;

• informed consent;

• professional behaviour;

• privacy and confidentiality.

Likewise, respectful behaviour is expected from all clients.

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Possible Responses to Treatment

Massage therapy affects everyone differently.

Some people experience immediate improvement while others notice gradual changes over several days.

Following treatment you may experience:

• temporary muscle soreness;

• mild bruising;

• fatigue;

• increased thirst;

• temporary tenderness;

• temporary increase in symptoms before improvement.

These responses are generally short-lived and often resolve within 24–72 hours.

If you experience severe pain, unexpected swelling, difficulty breathing or any other concerning symptoms after treatment, seek appropriate medical advice immediately.

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Aftercare Recommendations

Depending on your treatment, your therapist may recommend:

• drinking adequate water throughout the day;

• gentle movement or stretching;

• avoiding strenuous activity for several hours where appropriate;

• applying heat or cold where advised;

• performing prescribed home exercises;

• attending follow-up appointments where clinically appropriate.

Following aftercare advice may assist with your recovery and treatment outcomes.

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Treatment Outcomes

While massage therapy may assist many people, no particular outcome can be guaranteed.

Treatment results vary depending on factors including:

• individual health;

• injury severity;

• underlying medical conditions;

• lifestyle;

• stress levels;

• adherence to recommendations;

• frequency of treatment.

Massage therapy forms one part of an overall healthcare approach and may be most effective when combined with advice or treatment from other appropriately qualified healthcare professionals.

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Referral to Other Health Professionals

Where appropriate, Natural Symphony may recommend that you seek assessment or treatment from another healthcare provider, including your:

• General Practitioner (GP);

• Physiotherapist;

• Specialist Medical Practitioner;

• Occupational Therapist;

• Podiatrist;

• Psychologist;

• Exercise Physiologist; or

• another suitably qualified health professional.

 

Referrals are made where they are considered to be in your best interests and do not imply that massage therapy has been unsuccessful.

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Questions

If you have any questions before, during or after your appointment, please don't hesitate to ask.

Natural Symphony believes that informed clients make confident decisions about their health and wellbeing, and we are committed to ensuring you feel comfortable, respected and supported throughout your care.

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APPENDIX I

Client Rights & Responsibilities

Our Commitment to You

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At Natural Symphony, we are committed to providing safe, ethical, respectful and evidence-informed massage therapy in a welcoming and inclusive environment.

We believe that the best treatment outcomes are achieved through open communication, mutual respect and collaboration between therapist and client.

This document outlines what you can expect from us and what we ask of you to help create a positive experience for everyone.

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Your Rights as a Client

As a client of Natural Symphony, you have the right to:

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Be treated with dignity and respect

You will be treated fairly, courteously and without discrimination, regardless of your age, gender, sexual orientation, disability, race, religion, cultural background or personal beliefs.

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Receive professional care

You have the right to receive treatment that is:

• provided within the therapist's qualifications and scope of practice;

• delivered with reasonable care and skill;

• tailored to your individual needs;

• based on current professional knowledge and ethical practice.

 

Privacy and confidentiality

Your personal and health information will be handled confidentially in accordance with Australian privacy legislation and our Privacy Policy.

Information will only be shared where:

• you have provided consent;

• disclosure is required by law; or

• disclosure is necessary to prevent a serious threat to health or safety.

 

Be involved in decisions

You have the right to:

• ask questions;

• receive explanations;

• understand the proposed treatment;

• discuss alternative options where appropriate;

• make informed decisions about your healthcare.

 

Give or withdraw consent

Consent is entirely voluntary.

You may:

• withdraw consent at any time;

• request that treatment be modified;

• refuse treatment to any body area;

• stop treatment immediately without providing a reason.

Your decision will always be respected.

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Receive respectful communication

You have the right to communicate openly with your therapist.

Questions, concerns and feedback are welcomed.

Natural Symphony values honest communication and aims to ensure every client feels comfortable throughout their treatment.

 

Raise concerns or complaints

If you are dissatisfied with any aspect of your experience, you are encouraged to discuss the matter with us.

Natural Symphony is committed to resolving concerns fairly, respectfully and promptly.

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Your Responsibilities as a Client

To help us provide safe and effective care, we ask that you:

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Provide accurate information

Please provide complete and truthful information regarding:

• your health;

• medications;

• allergies;

• pregnancy;

• surgeries;

• injuries;

• recent illnesses;

• changes in your health.

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Update us when things change

Please advise us if:

• your symptoms change;

• you receive a new diagnosis;

• you begin new medication;

• you become pregnant;

• your doctor provides new advice relevant to massage therapy.

 

Communicate during treatment

Please tell your therapist if:

• pressure is uncomfortable;

• you feel pain;

• you feel dizzy or unwell;

• you would like a different technique;

• you would like treatment stopped.

Open communication helps us provide safer and more effective treatment.

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Attend appointments responsibly

We ask that you:

• arrive on time;

• provide notice if unable to attend;

• respect appointment times;

• advise us if you are unwell.

 

Respect professional boundaries

Natural Symphony is a professional healthcare environment.

Clients are expected to:

• communicate respectfully;

• maintain appropriate behaviour;

• respect clinic staff;

• respect other clients;

• follow reasonable clinic requests.

Inappropriate behaviour, harassment, abuse or threatening conduct will not be tolerated.

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Follow aftercare advice

Where appropriate, we encourage clients to follow aftercare recommendations to help maximise the benefits of treatment and reduce the risk of post-treatment discomfort.

Our Shared Commitment

Natural Symphony believes that excellent healthcare is built on mutual trust, honesty and respect.

By working together, we aim to create a safe, supportive and positive environment where every client feels welcome and every treatment is delivered with professionalism, compassion and integrity.

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