Etiquette & Policies

Our goal at EMPIRE Spa is to provide a serene atmosphere so you obtain maximum benefit from our services. We need your assistance to achieve this and ask our guests to observe the following:

Please arrive 10 minutes before the appointed time of your treatment.

Relaxation Space

  • We look forward to welcoming you for your treatment with us. To maximize your full treatment time, please ensure you arrive 10 minutes before your appointment time. Late arrivals may have a reduced treatment time as a result.

    We ask that all guests ensure that mobile phones are switched off completely before entering the spa. Please be mindful that other guests may be in treatment when you arrive and keep voices low and quiet throughout your time in the spa.

    Upon arrival, please take a seat at the front entrance and one of our team will greet you.

Special Circumstances

  • It is important for all guests to inform us of any medical conditions or contraindications, including pregnancy, that may affect the ability to perform your treatment prior to making a booking. We may not be able to complete the treatment you have booked for if we do not know this information ahead of your appointment and an alternative may be suggested in these circumstances. Anyone who has undergone surgery must be a minimum of 12 weeks since the procedure and have been given the all clear by their consultant. If you have any allergies, please inform us at the time of making your booking.

Booking Policy and pricing

  • We require 100% payment of your spa booking to be made at the time of booking.

  • A 10% Sunday surcharge is added to all treatments.

  • Please note that failure to attend your appointment or insufficient cancellation notice will result in the loss of your deposit or the deduction of your voucher for the scheduled treatments.

  • Prices are subject to change at the discretion of the business, without prior notice. Credit card charges apply to all payments made. Fees are non-refundable.

    Cancellation Policy

    • Empire Spa is a small, exclusive establishment. Due to demand, we request 48 hours notice for any cancellations and changes to appointments.

    • Whilst we understand circumstances may arise where you need to cancel or change your reservation, cancellation fees will be incurred if within this time frame.

    • Should you not be able to attend on the day of your appointment, 100% cancellation will apply unless the appointment is able to be filled.

    • No fee will be incurred if a cancellation or change is made more than 48 hours prior to your scheduled treatment.

    • If a client does not attend their appointment, the TOTAL amount of paid is forfeited with no refunds or credit transfer.

    • This policy is implemented under all circumstances unless sufficient notice is given, as outlined above.

    • Group booking are subject to a 14 day cancellation policy,

Pregnancy

  • Massage treatments are not suitable to pregnant clients who are under 12 weeks gestation however, all our facials are pregnancy safe. Between 12 and 36 weeks, guests can book for our pregnancy 60 minute massage or Mother Nature package. Depending on your gestation, we may recommend alternative treatments to suit your needs and if coming with partner for treatments together, we may suggest our single treatment rooms to ensure maximum comfort throughout.

Age Restrictions

  • Massage and body treatments are available to guests who are 18 years of age and over. For appointment enquiries for anyone aged 13-17 years old, please contact us directly before making your booking. We will be able to advise what treatments are available. Guests within these age brackets must have an adult accompanying them, having a treatment in the same room as them.

Group Bookings

  • As a small boutique spa, we may only be able to offer small groups bookings at the same time or at varying times throughout the day depending on staff availability.

  • All group bookings are subject to a 14 day cancellation policy. Any cancellations made under this will incur a cancellation fee.

Vouchers

  • Vouchers are a legal form of currency so must be presented on the day for it to be deemed valid. Failure to bring your voucher will result in your card being charged for your treatment.

Public Holidays

  • A 20% surcharge applies for all treatments conducted on a public holiday which is charged upon appointment checkout, this includes our in-house retreat guests.

Spa Collective Rewards program

  • Earn $1 for every $10 spent full priced treatments and products only. Not Rituals and packages. Does not apply on public holidays

  • $15 birthday credit to be used within three months of your birthday. Contact for credit to be applied. Our loyalty rewards program is designed to thank and reward our regular clients. Birthday credit of $15 is a special gift added to your account to use towards a future booking. It cannot be applied to your first visit, or to a new booking made specifically on or for your birthday if you have not previously visited us. This offer is intended to celebrate and reward our loyal, returning clients and cannot be redeemed retrospectively.

  • This program rewards loyalty, the more you book with the spa, the more rewards you receive towards future bookings.