Terms of Service

Terms and conditions

Our goal is to provide you with a professional in-home massage experience. We encourage you to familiarise yourself with our terms and conditions to avoid disappointment or confusion.  If you have any queries or concerns, please feel free to get in touch.

1. Appointments and bookings

Appointments can be made via the website, email or phone.

New clients are required to book the ‘initial treatment’ option which allows our therapist to conduct a detailed consultation and get to know you and your complaints.

Your appointment time will be confirmed at the time of booking. The therapist generally arrive 15 minutes prior to the start time so that they can begin the treatment on time. Please be ready for your treatment at the appointed time, allowing the therapist to make their next appointment on time. *Please refer to the cancellation policy.

2. Service/ Processing Fee

Flexr Therapy applies a 5% service fee to all confirmed bookings. This fee ensures fair compensation for our therapists, helps to support and improve the platform operations, enhances customer service, and allows us to source top-quality therapists for our clients.

3. Cancellation and Rescheduling Policy

We understand that life can be unpredictable, and sometimes plans change. However, we kindly ask that you respect our time and notify us as soon as possible if you need to cancel or reschedule your appointment. This allows us to accommodate other clients who may be in need of a treatment.

To ensure fairness for all our clients and therapists, we have a strict cancellation policy:

• 24 hours notice: To avoid any fees, please notify us at least 24 hours before your scheduled treatment if you need to cancel or reschedule.

• Less than 12 hours notice: A 25% cancellation fee will apply for any changes made less than 12 hours before your appointment.

• Less than 6 hours notice: A 50% cancellation fee will apply for any changes made less than 6 hours before your appointment.

• Less than 2 hour notice: A 100% cancellation fee will apply for any changes made less than 1 hour before your appointment or if the client turns down the therapist on arrival.

All payments are made at the time of booking. If you submit the booking with the pay later option. The amount for the treatment will be deducted 1 hour prior to the start time of your appointment. Any applicable cancellation fees will be deducted from your payment method.

Please contact us by email or phone if you need to make any changes to your booking.

4. Travel & Parking Fee

Flexr Therapy is based in the City of Stonnington, and our published fees are based on home addresses within a 20km radius of the City of Stonnington.

Treatments beyond the 20km radius will incur a $10 travel fee.

Treatments beyond 40km will incur a minimum of $20 for a travel fee.

Travel Fees will be discussed via email or phone once you have made your booking.

Parking reimbursement will be required if free parking is not provided on site, please advise parking arrangements at time of booking. Alternatively, by making the booking you give Flexr Therapy the rights to deduct any additional fee’s such as parking or travel.

We have added a parking option to our booking engine so you can notify us of the parking situation in your area. We ask that you provide the details accurately in the parking information.

Please note that if you choose the option “Street Parking (Paid)” as the parking option, an additional amount will be deducted from your payment method.  

5. Inappropriate Conduct

Under no circumstances will sexual or aggressive comments, advances, behaviour, or gestures be tolerated.

Such behaviours will result in immediate termination of the treatment, with full payment expected.

6. Health and hygiene practices

Your health and the health of your therapist is a primary concern, so we take health and hygiene seriously. Our therapists thoroughly clean and sanitize their equipment after each treatment.

We ask that you make sure you are clean and also able to provide a clean environment for the treatment to take place in.

7. Confidentiality

All of your personal information is safe and secure. We will never share your information to another party, unless required by law.

8. Consent to Treatment

You hereby request and give consent to our therapist to perform all necessary examinations, assessments, therapy, and treatment procedures in accordance with their professional training and understanding of your concerns or injury. You understand that our therapist needs all necessary information in-relation to your complaints, health, and medical background so our therapists can provide you with the best possible treatment plan and care. You cannot expect the therapist to have foreseen any previous or pre-existing conditions that you have not mentioned. You understand that massage may provide benefits for certain conditions, but results are not guaranteed. These benefits may include relief of muscular tension, relaxation, reduction in the symptoms of stress-related conditions and provision of general wellbeing. You understand that massage therapy may produce side effects such as muscle soreness, mild bruising, increased awareness of areas of pain and light-headedness amongst other possible temporary outcomes. You are aware that the therapist does not diagnose illnesses, prescribe medications nor physically manipulate the spine or its immediate articulations. Your therapist understands that each client has the right to question procedures used and to receive an explanation of any procedures that the therapist performs. You will tell the therapist about any discomfort experienced during the therapy session and understand that the therapy will be adjusted accordingly.