Terms & Conditions

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Effective Date: 1 February 2026 (or your original commencement date if different)

Last Updated: 26 July 2026

Document Version: Version 3.0

Welcome

Welcome to Natural Symphony.

Natural Symphony is committed to providing professional massage therapy, wellness services and handcrafted cosmetic products in a safe, ethical and welcoming environment.

These Terms & Conditions explain the rights and responsibilities of both Natural Symphony and our clients. They also outline how appointments, treatments, retail purchases, gift vouchers, online orders and personal information are managed.

By accessing our website, booking an appointment, purchasing products or otherwise engaging with Natural Symphony, you acknowledge that you have read, understood and agree to be bound by these Terms & Conditions.

 

PART 1 – GENERAL TERMS

1. Introduction

These Terms & Conditions ("Terms") govern the use of the Natural Symphony website, all services provided by Natural Symphony, the purchase of products, the redemption of gift vouchers and all interactions between Natural Symphony and its clients and customers.

These Terms have been developed to promote transparency, protect the interests of both Natural Symphony and its clients, and ensure compliance with applicable Australian legislation, including but not limited to the Competition and Consumer Act 2010 (Cth), Australian Consumer Law, Privacy Act 1988 (Cth) and other relevant Commonwealth and Queensland legislation.

Natural Symphony reserves the right to update these Terms from time to time to reflect changes in legislation, professional standards, business practices or operational requirements. Any amendments will take effect from the date published on the Natural Symphony website unless otherwise stated.

2. Definitions

For the purposes of these Terms & Conditions:

Business, Clinic, We, Us, and Our mean Natural Symphony, operated by Bronwen Jane Stubbs.

Client means any individual who books or receives massage therapy, wellness services or other professional services provided by Natural Symphony.

Customer means any individual who purchases products, gift vouchers or other retail items from Natural Symphony, whether in person or online.

Website means the official Natural Symphony website and any associated online booking platform or online retail store operated by or on behalf of Natural Symphony.

Products include, but are not limited to, handcrafted soaps, body scrubs, skincare products, bath and wellness products, gift vouchers and any other retail goods sold by Natural Symphony.

Services include remedial massage, relaxation massage, manual lymphatic drainage, pregnancy massage, reflexology, cupping therapy (where offered) and any other treatment or wellness service provided by Natural Symphony within the practitioner's qualifications and scope of practice.

Therapist means Bronwen Jane Stubbs or any authorised practitioner providing services on behalf of Natural Symphony.

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

Words importing the singular include the plural and vice versa. Headings are provided for convenience only and do not affect interpretation.

3. Acceptance of These Terms

By accessing or using our website, booking an appointment, purchasing products, redeeming a gift voucher or otherwise engaging with Natural Symphony, you acknowledge that you have read, understood and agree to be legally bound by these Terms & Conditions.

If you do not agree with these Terms, you should discontinue use of our website and refrain from booking services or purchasing products.

Where a booking or purchase is made on behalf of another person, the individual making the booking confirms that they have the authority to accept these Terms on behalf of that person.

4. About Natural Symphony

Natural Symphony is an Australian-owned health and wellness business operated by Bronwen Jane Stubbs, providing professional massage therapy services and handcrafted cosmetic and wellness products.

Our mission is to support the health, wellbeing and quality of life of every client through evidence-informed treatment, compassionate care and high-quality handcrafted products.

Natural Symphony provides a range of professional services, including but not limited to:

• Remedial Massage

• Manual Lymphatic Drainage

• Relaxation (Swedish) Massage

• Pregnancy Massage

• Reflexology

• Cupping Therapy (where clinically appropriate)

In addition to professional services, Natural Symphony designs, manufactures and sells handcrafted soaps, body scrubs, skincare products, bath products, wellness products and gift vouchers through its clinic and online store.

All treatments are provided within the therapist's education, qualifications, professional indemnity insurance and scope of practice. Where a client's presentation falls outside this scope, referral to another suitably qualified healthcare professional may be recommended.

Natural Symphony aims to provide a safe, welcoming, inclusive and respectful environment for all clients and customers, regardless of age, gender, cultural background, disability, religion or sexual orientation.

5. Website Use

The Natural Symphony website has been developed to provide information regarding our services, products, pricing, educational resources and online booking facilities.

By using our website, you agree to use it only for lawful purposes and in a manner that does not infringe the rights of others or interfere with the operation of the website.

You agree not to:

• use the website for any unlawful or fraudulent purpose;

• attempt to gain unauthorised access to our systems, accounts or data;

• upload or transmit malicious software, viruses or harmful code;

• interfere with the operation or security of the website;

• reproduce, copy or distribute website content without written permission;

• use automated software, bots or scraping tools to collect information from the website without prior written consent.

Natural Symphony reserves the right to restrict or terminate access to any user who breaches these Terms or engages in conduct that may compromise the integrity, security or operation of the website.

Website Content

While every reasonable effort is made to ensure the information published on our website is accurate and up to date, Natural Symphony does not warrant that all information will always be free from errors, omissions or inaccuracies.

Information provided on the website is intended for general informational purposes only and should not be relied upon as medical advice.

Treatment recommendations should always be discussed during an individual consultation with your therapist or, where appropriate, your medical practitioner.

Natural Symphony reserves the right to update, modify or remove website content at any time without prior notice.

Third-Party Links

Our website may contain links to third-party websites for your convenience.

Natural Symphony is not responsible for the content, privacy practices, products or services provided by third-party websites.

Accessing external websites is undertaken at your own risk.

6. Online Bookings

Natural Symphony provides online booking facilities to improve convenience for clients.

Appointments may be booked through our online booking platform, by telephone, SMS, email or other approved booking methods.

Submitting a booking request does not guarantee an appointment until confirmation has been provided by Natural Symphony.

Natural Symphony reserves the right to:

• decline bookings where appropriate;

• request additional information before confirming an appointment;

• modify appointment durations where clinically appropriate;

• reschedule appointments where necessary due to illness, emergencies or unforeseen circumstances;

• cancel appointments where treatment is considered unsafe or inappropriate.

Clients are responsible for ensuring that the information provided when making a booking is complete and accurate.

This includes:

• full legal name;

• current contact details;

• relevant medical information where requested;

• any additional information necessary to safely provide treatment.

Clients should notify Natural Symphony as soon as practicable if their contact details or health information changes.

Appointment Confirmation

Appointment confirmations may be sent via SMS, email or other electronic communication.

It remains the client's responsibility to attend their scheduled appointment, even if an electronic reminder is not received.

Failure to receive an appointment reminder does not constitute grounds for waiving cancellation fees or missed appointment charges where applicable.

Online Booking Availability

Natural Symphony endeavours to ensure online booking services remain available at all times.

However, temporary interruptions may occur due to:

• scheduled maintenance;

• software updates;

• internet outages;

• technical faults;

• third-party service interruptions; or

• events beyond our reasonable control.

Natural Symphony accepts no liability for losses arising from temporary interruptions to online booking services, except where liability cannot be excluded by law.

Booking Accuracy

Clients are responsible for selecting the most appropriate treatment when booking online.

If you are unsure which service best suits your needs, we encourage you to contact Natural Symphony prior to making a booking.

Where necessary, your therapist may recommend changing the booked treatment duration or service type following assessment to ensure the treatment provided best meets your clinical needs.

PART 2 – CLINIC SERVICES

7. Fees, Payments & Pricing

Natural Symphony is committed to transparent and fair pricing. Current treatment fees, retail prices and service charges are displayed on our website and may also be available within the clinic.

All prices are quoted in Australian Dollars (AUD) and include Goods and Services Tax (GST) where applicable.

Treatment fees are payable at the completion of your appointment unless alternative arrangements have been agreed in writing.

Natural Symphony accepts a range of payment methods, including:

• EFTPOS

• Visa

• Mastercard

• Debit Cards

• Cash

• Approved electronic payment methods

• Gift vouchers issued by Natural Symphony

Accepted payment methods may change from time to time.

Natural Symphony reserves the right to require payment in full prior to treatment where appropriate, including for online bookings, gift voucher purchases, promotional offers or clients with a history of missed appointments.

Any outstanding balances remain payable immediately unless otherwise agreed.

Where payment cannot be successfully processed, Natural Symphony reserves the right to withhold future bookings until the account has been settled.

Natural Symphony may engage lawful debt recovery processes where unpaid accounts remain outstanding following reasonable attempts to obtain payment. Any reasonable costs incurred in recovering outstanding debts may be recoverable where permitted by law.

Treatment fees are reviewed periodically and may change without prior notice. Updated pricing will always be displayed on the Natural Symphony website and will apply to bookings made after the revised pricing takes effect.

Prices applicable at the time an appointment is confirmed will generally apply to that booking unless an obvious pricing error has occurred.

Retail product pricing is also subject to change without notice due to supplier costs, freight increases, raw material availability or changes in taxation or regulatory requirements.

8. Private Health Funds & HICAPS

Where eligible, clients may be able to claim rebates through their participating private health fund for selected massage therapy services.

Natural Symphony participates in HICAPS for eligible services where available.

Clients remain responsible for ensuring:

• they hold appropriate health fund cover;

• their policy includes the relevant benefits;

• annual limits have not been exceeded;

• waiting periods have been satisfied;

• their membership details are current.

Natural Symphony cannot guarantee that any treatment will attract a rebate.

Health fund eligibility is determined solely by the client's insurer and the client's level of cover.

Where an on-the-spot HICAPS claim cannot be processed for any reason, including system outages, expired memberships, insufficient benefits, incorrect membership details or health fund restrictions, the full treatment fee remains payable at the time of the appointment.

Where appropriate, a compliant tax invoice will be provided so the client may submit a claim directly to their private health insurer.

Natural Symphony is not responsible for decisions made by private health funds regarding rebate eligibility, benefit amounts or claim approvals.

9. Gift Vouchers

Gift vouchers may be purchased online or directly from the clinic.

Unless otherwise stated, gift vouchers may be redeemed towards eligible treatments and retail products offered by Natural Symphony.

Gift vouchers:

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

• cannot generally be exchanged for another voucher;

• may be used across multiple purchases where the system allows;

• must be presented or quoted at the time of redemption where applicable.

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

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

Gift vouchers purchased as part of promotional campaigns may be subject to additional conditions, which will be communicated at the time of issue.

Gift vouchers are governed by applicable Australian Consumer Law and relevant gift card legislation.

10. Appointment Attendance

Appointment times are reserved exclusively for each client.

Clients are encouraged to arrive approximately five to ten minutes before their scheduled appointment to allow sufficient time to settle in, update health information if required and ensure treatment can commence on time.

Late arrival may reduce the available treatment time to avoid impacting appointments scheduled after yours.

Where treatment time must be shortened due to late arrival, the full appointment fee may still apply, as the appointment time was reserved specifically for you.

If a client arrives so late that safe or meaningful treatment is no longer possible, Natural Symphony may determine that the appointment is considered a late cancellation or missed appointment.

Clients should notify the clinic as soon as possible if they expect to be delayed.

Natural Symphony will make reasonable efforts to accommodate delays where scheduling permits; however, this cannot be guaranteed.

11. Cancellation & Rescheduling

Natural Symphony understands that unforeseen circumstances occasionally arise.

If you need to cancel or reschedule an appointment, we respectfully request as much notice as possible.

Providing advance notice allows us the opportunity to offer your appointment to another client who may be waiting for treatment.

Natural Symphony reserves the right to charge cancellation or missed appointment fees where appointments are cancelled with insufficient notice or where a client fails to attend.

Cancellation fees may be waived at the sole discretion of Natural Symphony where exceptional circumstances exist, including genuine medical emergencies, significant family emergencies or other situations considered reasonable.

Repeated late cancellations or missed appointments may result in:

• prepayment requirements;

• deposit requirements;

• limitations on future bookings; or

• refusal of future appointments where appropriate.

Where Natural Symphony is required to cancel or reschedule an appointment due to practitioner illness, emergencies, severe weather or other unforeseen circumstances, every reasonable effort will be made to offer an alternative appointment as soon as practicable.

Natural Symphony's liability in such circumstances is limited to rescheduling the appointment or providing a refund of any prepaid treatment fees where applicable.

12. Client Responsibilities

Clients play an important role in ensuring treatment is safe, effective and appropriate.

Clients agree to:

• provide accurate and complete health information;

• disclose any changes in their health before treatment;

• advise the therapist of any discomfort during treatment;

• inform the therapist of allergies or sensitivities;

• follow reasonable aftercare recommendations;

• treat staff and other clients respectfully;

• attend appointments in a suitable condition for treatment.

Clients should not attend appointments while experiencing symptoms of contagious illness unless specifically advised otherwise by an appropriate healthcare professional and accepted by Natural Symphony.

Clients must not attend appointments while under the influence of alcohol or recreational drugs where judgement, communication or safety may be impaired.

Natural Symphony reserves the right to refuse or discontinue treatment where it is considered unsafe or inappropriate to proceed.

13. Practitioner Responsibilities

Natural Symphony is committed to delivering professional services that are ethical, respectful and client-centred.

The therapist will:

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

• maintain current professional indemnity and public liability insurance where required;

• comply with applicable laws, professional standards and ethical obligations;

• maintain client confidentiality;

• obtain informed consent before treatment;

• explain proposed treatment where appropriate;

• respect client dignity and privacy throughout treatment.

Where a client's presentation falls outside the therapist's qualifications or scope of practice, referral to another appropriately qualified healthcare provider may be recommended.

Natural Symphony does not diagnose medical conditions or replace the advice, diagnosis or treatment provided by medical practitioners or other regulated healthcare professionals.

14. Scope of Practice

Natural Symphony provides massage therapy and wellness services designed to support musculoskeletal health, relaxation, recovery and general wellbeing.

Services are provided within the therapist's professional qualifications and may include:

• Remedial Massage

• Manual Lymphatic Drainage

• Relaxation Massage

• Pregnancy Massage

• Reflexology

• Cupping Therapy (where clinically appropriate)

• Other wellness services offered from time to time.

Massage therapy is intended to complement—not replace—medical care.

Natural Symphony does not provide medical diagnosis, prescribe medications, perform spinal manipulation, provide psychological counselling or undertake any service requiring registration under the Australian Health Practitioner Regulation Agency (AHPRA), unless otherwise authorised by law.

Where signs or symptoms suggest that further medical assessment is appropriate, clients may be advised to consult their General Practitioner or another suitably qualified healthcare professional before treatment proceeds or as part of their ongoing care.

 Scope of Practice

15. Medical Emergencies

Natural Symphony provides non-emergency massage therapy and wellness services and does not offer emergency medical assessment or treatment.

If you are experiencing symptoms that may indicate a medical emergency—including, but not limited to:

• chest pain;

• difficulty breathing;

• signs of stroke;

• sudden loss of consciousness;

• severe allergic reactions;

• uncontrolled bleeding;

• suspected fractures;

• significant trauma; or

• any condition requiring urgent medical attention,

you should immediately contact 000 or attend your nearest Emergency Department.

Massage therapy should never delay or replace emergency medical assessment or treatment.

Where, during consultation or treatment, the therapist believes a client requires urgent medical care, treatment may be postponed or ceased, and the client may be advised to seek immediate medical attention.

​

PART 3 – PRODUCTS & ONLINE STORE

Natural Symphony proudly manufactures and sells a range of handcrafted cosmetic and wellness products alongside professional massage therapy services.

Every product is developed with care using quality cosmetic ingredients and is intended to support relaxation, self-care and general wellbeing. Due to the handcrafted nature of our products, minor variations between batches should be expected and are considered part of the uniqueness of artisan manufacturing.

23. Cosmetic Products

Natural Symphony manufactures and sells handcrafted cosmetic products for external cosmetic use.

Our product range may include, but is not limited to:

• Cold process soaps

• Glycerine soaps

• Body scrubs

• Body oils

• Bath products

• Skincare products

• Wellness products

• Gift packs

• Seasonal collections

• Limited edition products

Products are manufactured using cosmetic-grade ingredients sourced from reputable suppliers wherever reasonably practicable.

Natural Symphony continually reviews formulations and ingredients to maintain product quality, improve performance and comply with applicable Australian legislation and industry standards.

Natural Symphony endeavours to manufacture products in accordance with applicable Australian cosmetic requirements, including the Industrial Chemicals Environmental Management framework administered by AICIS where applicable.

24. Product Information

Natural Symphony makes every reasonable effort to ensure product descriptions, photographs, ingredient information and usage instructions published on our website are accurate at the time of publication.

However:

• colours may appear differently on different screens;

• handmade products naturally vary;

• fragrances may mature during curing;

• decorative finishes may differ between batches;

• packaging may change from time to time.

Product photographs are intended as a guide only.

Natural Symphony reserves the right to modify formulations, ingredients, packaging or product descriptions where necessary due to supplier availability, product improvement, regulatory requirements or manufacturing considerations.

Where changes occur, updated information will be published as soon as reasonably practicable.

25. Allergies, Sensitivities & Patch Testing

Customers are responsible for reviewing ingredient lists prior to purchasing or using any Natural Symphony product.

Although every reasonable effort is made to provide accurate ingredient information, Natural Symphony cannot guarantee that products are suitable for every individual.

If you have:

• sensitive skin;

• eczema;

• dermatitis;

• allergies;

• known ingredient sensitivities; or

• previous reactions to cosmetic products,

we recommend performing a patch test before first use.

To perform a patch test:

1. Apply a small amount of product to a discreet area of skin.

2. Leave for 24 hours.

3. If irritation occurs, discontinue use immediately.

Natural Symphony accepts no responsibility for allergic reactions where known allergies were not disclosed or products are used contrary to their intended purpose.

If irritation, rash or discomfort develops, discontinue use immediately and seek medical advice if symptoms persist or worsen.

26. Product Storage

To maintain product quality and longevity, customers should store products:

• in a cool, dry place;

• away from direct sunlight;

• away from excessive heat;

• with lids securely closed after use;

• away from moisture where appropriate.

Handcrafted soaps should be allowed to dry between uses using a well-draining soap dish.

Failure to store products appropriately may reduce shelf life and product performance.

Natural Symphony is not responsible for deterioration caused by improper storage after purchase.

27. Handmade Product Variations

Natural Symphony products are handcrafted in small batches.

As a result, slight variations may occur between batches, including:

• colour;

• scent intensity;

• texture;

• appearance;

• decorative design;

• weight within legal manufacturing tolerances.

These natural variations are an inherent characteristic of handcrafted products and do not constitute manufacturing defects.

Each batch is individually produced and therefore completely identical products cannot be guaranteed.

28. Product Availability

All products are offered subject to availability.

Seasonal collections, limited edition products and handcrafted batches may sell out without notice.

Natural Symphony reserves the right to:

• discontinue products;

• modify product ranges;

• limit purchase quantities;

• substitute packaging where appropriate;

• withdraw products from sale without prior notice.

Where an item becomes unavailable after an order has been placed, Natural Symphony will contact the customer to discuss:

• a refund;

• an alternative product;

• delayed dispatch where appropriate.

29. Online Orders

Orders may be placed through the Natural Symphony website using the available checkout process.

Submission of an order does not constitute acceptance of the order.

An order is accepted only once payment has been successfully processed and an order confirmation has been issued.

Natural Symphony reserves the right to decline or cancel any order where:

• payment cannot be authorised;

• pricing errors have occurred;

• stock is unavailable;

• fraudulent activity is suspected;

• incorrect information has been supplied;

• fulfilment is no longer reasonably possible.

If an order is cancelled after payment has been received, a refund will be processed using the original payment method unless otherwise agreed.

Customers are responsible for ensuring that shipping details and contact information are accurate when placing an order.

Natural Symphony is not responsible for delays or losses resulting from incorrect delivery information supplied by the customer.

30. Shipping & Delivery

Natural Symphony currently ships within Australia unless otherwise stated.

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

Delivery times may vary due to:

• courier delays;

• weather events;

• public holidays;

• regional locations;

• peak shopping periods;

• circumstances beyond Natural Symphony's reasonable control.

Risk in products generally passes to the customer upon delivery to the nominated address.

Natural Symphony is not responsible for delays caused by postal or courier providers after products have been dispatched.

Customers should inspect deliveries promptly upon receipt and notify Natural Symphony as soon as reasonably practicable if products arrive damaged or incorrect.

31. Returns, Refunds & Australian Consumer Law

Natural Symphony complies with the Australian Consumer Law (ACL).

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

Where products are faulty, unsafe, significantly different from their description or otherwise fail to meet the consumer guarantees provided under Australian Consumer Law, customers may be entitled to a repair, replacement or refund in accordance with the law.

Due to hygiene and health considerations, Natural Symphony generally cannot accept returns for:

• opened cosmetic products;

• used soaps;

• used skincare products;

• products damaged through misuse;

• products purchased in error where no fault exists.

If you believe a product is faulty, please contact Natural Symphony as soon as possible with:

• your order number;

• photographs where appropriate;

• a description of the issue.

Each request will be assessed individually in accordance with Australian Consumer Law.

32. Product Disclaimer

Natural Symphony products are cosmetic products designed to cleanse, moisturise, fragrance or otherwise support general skin care and wellbeing.

Unless specifically stated, our products are not therapeutic goods and are not intended to diagnose, treat, cure or prevent any disease or medical condition.

Any information provided regarding ingredients, essential oils or botanical extracts is intended for general educational purposes only and should not be interpreted as medical advice.

Customers should seek advice from an appropriately qualified healthcare professional regarding any medical condition or before using cosmetic products where pregnancy, breastfeeding, significant allergies or other health concerns exist.

Natural Symphony accepts no responsibility for outcomes arising from misuse of products, failure to follow instructions, failure to review ingredients or use contrary to the intended purpose.

By purchasing and using Natural Symphony products, customers acknowledge that cosmetic products may affect individuals differently and accept responsibility for using products in accordance with the provided directions.

PART 4 – LEGAL & ADMINISTRATIVE

33. Privacy & Confidentiality

Natural Symphony respects the privacy of every client and customer and is committed to protecting personal and health information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs) and other applicable privacy legislation.

Personal information may be collected to:

• provide massage and wellness services;

• manufacture and supply products;

• process appointments and orders;

• process payments;

• maintain clinical records;

• communicate with clients;

• comply with legal and regulatory obligations.

Information collected may include:

• name;

• date of birth;

• contact details;

• emergency contact information;

• health history;

• treatment notes;

• payment information;

• correspondence relating to services.

Personal information will only be used for the purposes for which it was collected or where otherwise permitted or required by law.

Natural Symphony takes reasonable administrative, physical and technical measures to protect personal information from loss, misuse, unauthorised access, disclosure or alteration.

Clients may request access to or correction of their personal information in accordance with applicable privacy legislation.

Further information is available in the Natural Symphony Privacy Policy.

34. Clinical Records

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

Clinical records may include:

• health history forms;

• consultation notes;

• assessment findings;

• treatment records;

• referrals;

• consent documentation;

• correspondence relevant to treatment.

Records are retained for the period required by applicable legislation, professional obligations and insurance requirements.

Clients may request access to their records in accordance with applicable legislation.

Natural Symphony reserves the right to recover reasonable administrative costs associated with preparing copies of records where permitted by law.

35. Electronic Communications

By booking an appointment, making an enquiry or purchasing products, clients consent to receiving communications reasonably necessary for the operation of Natural Symphony.

These communications may include:

• appointment confirmations;

• appointment reminders;

• treatment follow-up;

• invoices and receipts;

• shipping updates;

• responses to enquiries;

• product recall notices where applicable;

• important policy updates.

Communications may be sent via:

• SMS;

• email;

• telephone;

• online booking systems;

• other agreed electronic methods.

Marketing communications will only be sent where permitted by Australian law and may be unsubscribed from at any time.

36. Photography, Testimonials & Social Media

Natural Symphony values client privacy.

Photographs, testimonials, reviews or treatment stories will never be published in a manner that identifies a client without their consent.

Where consent has been provided, clients may withdraw consent for future use at any time.

Natural Symphony reserves the right to moderate social media pages to maintain a respectful environment.

Comments containing abusive, discriminatory, threatening, defamatory or offensive material may be removed.

Clients are encouraged to communicate concerns directly with the clinic before publishing complaints online so that reasonable opportunities exist to resolve concerns.

37. Complaints & Dispute Resolution

Natural Symphony is committed to continuous improvement and welcomes constructive feedback.

If a client is dissatisfied with any aspect of our services or products, they are encouraged to contact the clinic promptly so that concerns may be investigated.

Natural Symphony will:

• acknowledge complaints within a reasonable timeframe;

• investigate concerns fairly;

• communicate openly with the client;

• attempt to resolve concerns promptly.

Where complaints relate to privacy, they will be managed in accordance with the Natural Symphony Privacy Policy.

Nothing in this section limits a client's rights under Australian Consumer Law or any applicable legislation.

38. Limitation of Liability

To the fullest extent permitted by law:

Natural Symphony does not guarantee that massage therapy or cosmetic products will achieve any particular outcome.

Treatment outcomes vary according to individual circumstances including:

• medical history;

• injury severity;

• compliance with recommendations;

• lifestyle;

• underlying medical conditions.

Natural Symphony is not liable for losses arising from:

• inaccurate or incomplete health information provided by the client;

• failure to follow aftercare advice;

• misuse of products;

• allergic reactions where ingredients have been disclosed;

• delays caused by third-party service providers;

• circumstances beyond our reasonable control.

Nothing in these Terms excludes any rights that cannot legally be excluded under Australian Consumer Law.

39. Intellectual Property

Unless otherwise stated, all intellectual property belonging to Natural Symphony remains the exclusive property of the business.

This includes:

• business name;

• logos;

• branding;

• product names;

• website content;

• photographs;

• graphics;

• educational material;

• downloadable documents;

• treatment resources;

• product descriptions.

No content may be copied, reproduced, modified, distributed or commercially exploited without prior written permission except where permitted by law.

40. Website Availability

Natural Symphony aims to ensure its website and online booking systems remain available at all times.

However, uninterrupted access cannot be guaranteed.

Temporary interruptions may occur due to:

• software updates;

• maintenance;

• internet outages;

• cyber incidents;

• server failures;

• third-party provider interruptions;

• events beyond our reasonable control.

Natural Symphony accepts no liability for temporary interruptions except where required by law.

41. Force Majeure

Natural Symphony shall not be liable for any delay or failure to perform obligations where performance is prevented or delayed by circumstances beyond reasonable control.

Such circumstances include, but are not limited to:

• natural disasters;

• floods;

• bushfires;

• cyclones;

• pandemics;

• epidemics;

• government restrictions;

• power failures;

• internet outages;

• supplier shortages;

• industrial action;

• transportation disruptions.

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

42. Amendments to these Terms

42A. Accessibility

Natural Symphony is committed to providing an inclusive, respectful and welcoming environment for all members of our community.

We aim to make our clinic, services and website as accessible as reasonably practicable for individuals living with disability, injury, neurodivergence or other accessibility requirements.

If you require assistance accessing our services, including adjustments relating to communication, mobility, sensory needs or appointment arrangements, we encourage you to contact us prior to your appointment.

Where reasonably practicable, Natural Symphony will make appropriate accommodations to support your visit while maintaining safe clinical practice.

Natural Symphony reserves the right to amend these Terms & Conditions at any time.

Updates may occur due to:

• legislative changes;

• regulatory requirements;

• changes to business operations;

• professional standards;

• improvements to client services.

The latest version will always be published on the Natural Symphony website.

Continued use of the website, products or services after publication of revised Terms constitutes acceptance of those amendments.

43. Severability

If any provision of these Terms & Conditions is found to be invalid, unlawful or unenforceable by a court of competent jurisdiction, that provision shall be severed to the extent necessary.

The remaining provisions shall continue in full force and effect.

44. Waiver

Failure by Natural Symphony to exercise or enforce any right contained within these Terms shall not constitute a waiver of that right.

Any waiver must be made in writing and shall apply only to the specific matter for which it was given.

45. Entire Agreement

These Terms & Conditions, together with the Natural Symphony Privacy Policy, Shipping Policy, Returns & Refund Policy and any other policies expressly incorporated by reference, constitute the entire agreement between Natural Symphony and its clients or customers regarding the use of our services, products and website.

No verbal representation or prior communication overrides these Terms unless confirmed in writing by Natural Symphony.

46. Governing Law

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

Any dispute arising in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of Queensland and any applicable Australian courts with jurisdiction.

45A. Electronic Acceptance

By booking an appointment through our online booking system, purchasing products through our website, completing electronic forms or otherwise engaging with Natural Symphony electronically, you acknowledge and agree that electronic acceptance of these Terms & Conditions has the same legal effect as a handwritten signature, to the extent permitted under applicable Australian law.

Electronic records maintained by Natural Symphony may be relied upon as evidence that these Terms & Conditions were accepted.

47. Contact Information

For questions regarding these Terms & Conditions, our services or our policies, please contact us:

Natural Symphony

Bronwen Jane Stubbs
Owner & Principal Massage Therapist

Clinic Address
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

APPENDICES

The following Appendices form part of these Terms & Conditions and should be read together with the main document. Unless expressly stated otherwise, these Appendices have the same force and effect as the Terms & Conditions.

Appendix A – Cancellation, Rescheduling & Missed Appointment Policy

Our Commitment

Natural Symphony values your appointment time and reserves each treatment exclusively for you. We understand that unexpected events can occur and appreciate as much notice as possible if you need to change your appointment.

Rescheduling

Appointments may be rescheduled by contacting the clinic via telephone, SMS, email or our online booking system.

Providing reasonable notice allows another client the opportunity to receive treatment.

Late Cancellations

Appointments cancelled with insufficient notice may incur a cancellation fee.

The amount charged will depend upon the circumstances and the notice provided.

Cancellation fees may be waived at the discretion of Natural Symphony where exceptional circumstances exist, including genuine medical emergencies or unforeseen family emergencies.

Missed Appointments

Clients who do not attend a scheduled appointment without notifying the clinic may be charged the full appointment fee.

Repeated missed appointments may result in:

• prepayment requirements;

• booking deposits;

• restricted online booking privileges; or

• refusal of future bookings.

Late Arrival

Clients arriving late may receive a shortened treatment to avoid delaying subsequent appointments.

The full appointment fee may still apply.

Appendix B – Gift Voucher Policy

Gift vouchers purchased through Natural Symphony may be redeemed for eligible treatments or retail products.

Gift vouchers:

• are not redeemable for cash except where required by law;

• may not be resold without written permission;

• may be used across multiple purchases where the system permits;

• should be treated as cash.

Natural Symphony is not responsible for lost, stolen or unauthorised use of gift vouchers unless required under Australian Consumer Law.

Promotional gift vouchers may contain additional conditions that will be communicated at the time of issue.

Appendix C – Product Care, Storage & Allergy Information

To obtain the best results from Natural Symphony products:

• Store products in a cool, dry place.

• Avoid prolonged exposure to heat or direct sunlight.

• Keep lids securely closed after use.

• Allow handmade soaps to dry between uses.

• Discontinue use if irritation develops.

Customers are responsible for reviewing ingredient information before use.

Where known allergies or sensitivities exist, patch testing is recommended prior to first use.

Natural Symphony cannot guarantee that cosmetic products will be suitable for every individual.

Appendix D – Clinic Code of Conduct

Natural Symphony is committed to maintaining a safe, welcoming and respectful environment.

Clients are expected to:

• treat staff with courtesy and respect;

• maintain appropriate personal hygiene;

• disclose relevant medical information honestly;

• follow reasonable clinic directions;

• communicate respectfully at all times.

Natural Symphony maintains a zero-tolerance approach towards:

• abusive behaviour;

• threatening conduct;

• discrimination;

• harassment;

• inappropriate sexual comments or behaviour;

• violence;

• intoxication.

Natural Symphony reserves the right to refuse or immediately cease treatment where behaviour compromises the safety, wellbeing or dignity of any person.

Appendix E – Service Information & Treatment Descriptions

Natural Symphony currently offers:

Remedial Massage

Evidence-informed massage designed to assess and treat muscular dysfunction, pain, injury and movement restrictions.

Manual Lymphatic Drainage

A gentle treatment designed to encourage healthy lymphatic circulation and assist fluid movement where clinically appropriate.

Relaxation Massage

A calming Swedish-style massage intended to promote relaxation, reduce stress and support general wellbeing.

Pregnancy Massage

Massage specifically adapted for pregnancy using appropriate positioning and techniques suitable for each stage of pregnancy where clinically appropriate.

Reflexology

A pressure-based therapy involving the feet (and, where applicable, the hands) designed to promote relaxation and wellbeing.

Cupping Therapy

A treatment using negative pressure cups to assist soft tissue mobilisation where clinically appropriate and with informed consent.

Treatment suitability is determined individually following consultation.

Appendix F – Cosmetic Product Safety Information

Natural Symphony products are cosmetic products intended for external use only.

Unless specifically stated otherwise:

• products are not therapeutic goods;

• products are not medicines;

• products are not intended to diagnose, treat, cure or prevent disease.

Avoid contact with eyes unless specifically indicated.

If accidental eye contact occurs:

• rinse thoroughly with clean water;

• discontinue use if irritation persists;

• seek medical advice where appropriate.

Keep products out of reach of young children unless adult supervision is provided.

Appendix G – Privacy Summary

Natural Symphony respects your privacy.

Personal information is collected only where reasonably necessary to:

• provide treatment;

• process appointments;

• supply products;

• communicate with clients;

• comply with legal obligations.

Clinical information is handled confidentially and stored securely.

Clients may request access to their personal information in accordance with applicable Australian privacy legislation.

Further information is available in the Natural Symphony Privacy Policy.

Appendix H – Consent to Treatment & Treatment Expectations

Before treatment commences, clients will be asked to provide informed consent.

Clients have the right to:

• ask questions;

• decline any technique;

• withdraw consent at any time;

• request treatment modifications;

• stop treatment whenever they choose.

During treatment, clients are encouraged to communicate regarding:

• pressure;

• comfort;

• positioning;

• temperature;

• pain or discomfort.

Following treatment, temporary soreness, fatigue or mild bruising may occasionally occur depending upon the treatment provided.

Aftercare advice may include hydration, gentle movement and appropriate self-care recommendations.

Appendix I – Client Rights & Responsibilities

Every client has the right to:

• respectful and professional care;

• privacy and confidentiality;

• informed decision-making;

• informed consent;

• appropriate draping;

• treatment within professional scope of practice.

Clients also accept responsibility to:

• provide accurate health information;

• advise of changes in medical history;

• arrive on time;

• communicate concerns promptly;

• treat staff respectfully;

• follow reasonable aftercare advice.

Natural Symphony and its clients work together to achieve safe, ethical and effective care.

Thank You

Thank you for choosing Natural Symphony.

It is a privilege to support your health, wellbeing and self-care journey. We are committed to providing professional, compassionate and ethical care in a safe, welcoming and respectful environment.

Whether you are visiting us for therapeutic massage, relaxation, recovery or one of our handcrafted wellness products, we sincerely appreciate the trust you place in our business.

If you have any questions regarding these Terms & Conditions, our services or any of our policies, please don't hesitate to contact us. We are always happy to assist.

We look forward to welcoming you to Natural Symphony.
From the Team, Owner & Principal Massage Therapist
Natural Symphony

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