Policies
The fine print, kept simple. Everything you need to know about booking, paying and cancelling with us.
PLEASE TAKE A MOMENT TO READ THROUGH OUR POLICIES
POLICIES
BOOKINGS
All appointments must be booked in advance. Our online booking system requires a minimum of 2 hours notice. For anything sooner, please get in touch directly by text or call and we’ll do our best to accommodate you.
Saturday appointments are available by request only and are not bookable through the online system.
We do not accept walk-ins.
Late arrivals: If you arrive late your session will still finish at the scheduled time. We’re unable to run over as it impacts other clients. We appreciate your understanding.
Age: Our minimum client age is 2 years. Clients under 16 must be accompanied by a parent or guardian throughout their appointment. Anyone under 18 requires written parental consent, which must be completed prior to treatment.
COMMUNICATIONS
By providing your contact details and completing a booking with Alpine Massage, you consent to receive communications relating to your appointment. This includes booking confirmations, appointment reminders, and any updates regarding your visit, sent via email and/or SMS.
Your contact details will never be shared with third parties. You may opt out of SMS communications at any time by replying STOP to any message, or by contacting us directly at victoria@alpinemassage.co.nz or +64 204 211 315.
We may occasionally send you information about Alpine Massage that we think you’d find useful. You can opt out of these at any time by contacting us directly.
CANCELLATIONS
We know life happens and we’ll always do our best to work with you.
You can cancel or reschedule free of charge any time up to 24 hours before your appointment. You can do this directly through your booking confirmation or by getting in touch.
Cancellations within 24 hours of your appointment time will incur a fee of 25% of the appointment cost.
No-shows will be charged 100% of the appointment cost.
PAYMENT
Payment is taken at the start of your appointment during your pre-treatment consultation. We accept the following:
Cash (no surcharge)
EFTPOS or Debit physical card (no surcharge)
Bank transfer (no surcharge)
Online card payment (1% surcharge)
Credit card (1% surcharge)
Paywave (1% surcharge)
Gift voucher or session credit (no surcharge)
Where possible we encourage cash, EFTPOS/Debit card or bank transfer to avoid surcharge fees.
REFUNDS
We do not offer refunds for change of mind or missed appointments in accordance with our cancellation policy above.
Where payment has been made online and a cancellation is made outside the 24 hour window, a refund will be issued less any payment processing fees incurred. These fees are non-recoverable and vary depending on the payment method used.
Packages, gift vouchers and subscription credits are non-refundable but remain valid for their full term. Packages cannot be cancelled mid-term. If you are unable to use your remaining sessions, the package may be transferred to another person. Please get in touch to arrange this.
Nothing in these policies limits any rights you may have under the New Zealand Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
PACKAGES
Packages must be paid for in full at the time of activation, which is completed in clinic.
Package sessions are valid for 12 months from the date of activation. Sessions not used within this period will be forfeited.
Prices are honoured at the rate applicable at the time of activation, regardless of any subsequent price changes.
Packages may be shared with one other person. This cannot be managed through the online booking system, so please make a note when booking and your therapist will apply this manually.
Discounts cannot be combined with packages.
SUBSCRIPTIONS
Subscription credits are valid for 3 years from the date of your most recent top-up payment.
Credits can be used toward any service and can be gifted to another person. Just let us know in advance and we’ll arrange it for you.
Subscription credits are non-refundable but remain valid for their full term.
Subscription credits cannot be combined with other discounts.
GIFT VOUCHERS
Gift vouchers are valid for 3 years from the date of purchase and are non-refundable.
Vouchers are redeemable toward any service. If the price of the service has increased since the voucher was purchased, the difference is payable on the day.
Vouchers are available in standard amounts or as a custom value (minimum $50). Get in touch to arrange yours.
SOUTHERN CROSS HEALTH INSURANCE
Alpine Massage is an approved Southern Cross Easy Claim provider. Please note this applies to sessions with Victoria only. Please have your membership details ready at the time of your appointment.
PRIVACY
Any personal and health information collected is used solely for the purpose of providing safe and appropriate treatment. Your information is kept confidential and will not be shared with third parties without your consent, except where required by law or where your therapist believes there is a risk of harm to you or others.
You have the right to access and correct any personal information we hold about you at any time. Please get in touch if you would like to do so.
EXTRAS
These policies are subject to change at any time. The most current version will always be available on this page. Last updated April 2026.
