Our Commitment to You
We truly value your time, and we’re equally mindful of the guests booked before and after you.
Our booking policy helps keep things running smoothly, fairly, and on time for everyone.
Booking Deposits
To secure your appointment, we require a 20% deposit at the time of booking.
• Your deposit is deducted from your total on the day
• If you choose not to proceed with your service, your deposit can be held as a credit for a future visit
• Deposits/booking fees are non-refundable but can be transferred to a future booking or held as credit in line with the policy above.
Why This Matters
When an appointment is missed at short notice, it’s often not possible for us to fill that time.
This impacts our team, our schedule, and other clients who may have been waiting for an appointment.
We really appreciate your understanding and help in keeping things running smoothly for everyone.
Cancellations & Changes
We understand that sometimes things pop up. Whether it’s illness, family needs, or life in general. If you need to cancel or reschedule, please let us know as soon as possible.
Where possible, we ask for at least 24 hours’ notice so we can offer your appointment to someone else.
More than 24 hours’ notice:
• No charge
Within 24 hours’ notice:
• Your deposit will be retained
On the day / only a few hours’ notice:
• A $50 late-change fee applies
You’re always welcome to send someone in your place if that helps.
This approach allows us to be understanding of genuine last-minute situations, while still protecting our team’s time. We really appreciate your care around this.
No-Shows
If you’re unable to make your appointment, please let us know. Even a quick message is always appreciated.
If we don’t hear from you and you don’t arrive:
• Your deposit will be retained
• Future bookings may require prepayment
Our Time Guarantee
We’re committed to creating a calm, unhurried experience for every client while also respecting the next guest’s time.
If you arrive more than 15 minutes late:
• Your service may need to be shortened, or
• Your appointment may need to be rescheduled
We’ll always do our best to find the best option for you on the day.
In return:
If a Mabin House team member is running more than 15 minutes late, we’ll take responsibility and provide a complimentary voucher upgrade for your next visit.
We recommend arriving 10–15 minutes early so you can settle in and fully enjoy your experience.
Appointment Reminders
We send automated reminders via text and email.
Please ensure your contact details are up to date and confirm your appointment when prompted. This will help everything run seamlessly.
Thank You
Thank you for supporting our team and respecting our time.
We always look forward to welcoming you into Mabin House.