Cancellation, Rescheduling & Refund Policy

Clients may pay online or pay at the spa. Full advance payment is no longer required for every booking.

A booking is confirmed when the client receives a booking confirmation from our online booking system or our team. A booking confirmation does not by itself mean payment has been received; online payments must be verified by the authorised payment provider.

If the online checkout requires advance payment, clients who prefer to pay at the spa may contact Grace Aesthetics Wellness Spa via WhatsApp or telephone to arrange their booking.

We understand that circumstances may change. We kindly request that clients notify us as early as possible if they need to cancel an appointment.

Our proposed cancellation terms are:

The percentages above are maximum proposed charges, not automatic penalties. Any cancellation fee must be individually assessed and reasonable under applicable consumer protection legislation.

Where the spa can fill the cancelled appointment or does not suffer a corresponding loss, the cancellation fee may be reduced or waived.

Clients may request to reschedule an appointment.

• 24 hours or more before the appointment: One complimentary rescheduling, subject to availability.
• Less than 24 hours: Rescheduling will be considered subject to availability and any reasonable costs arising from the late change.
• Additional rescheduling requests: Subject to management approval.

Payments already received will be transferred to the rescheduled appointment, subject to any agreed price differences.

Clients are encouraged to arrive at least 10 minutes before their scheduled appointment.

Late arrivals may result in a shortened treatment where necessary to avoid disrupting subsequent appointments.

If the treatment cannot reasonably proceed, the booking will be assessed under the cancellation provisions of this policy.

A no-show occurs when a client fails to attend a confirmed appointment without notifying the spa.

No-shows may attract a reasonable cancellation fee, potentially up to the full booking amount where justified by the circumstances and applicable law.

A prepaid booking amount will not be automatically forfeited without assessing the applicable consumer rights and reasonable losses.

If Grace Aesthetics Wellness Spa cancels a confirmed appointment due to staff unavailability, operational difficulties or other circumstances within our responsibility, the client will be offered:

• A full refund; or
• An alternative appointment date and time, if the client agrees.

No cancellation penalty will be charged to the client.

Where a client cannot honour a booking due to the death or hospitalisation of the person for whom the treatment was booked, no cancellation fee will be charged, in accordance with section 17(5) of the South African Consumer Protection Act.

Other genuine medical emergencies will be considered compassionately and individually.

Management may request reasonable supporting information where necessary, while respecting client privacy.

Approved refunds will ordinarily be processed through the original payment method.

Grace Aesthetics Wellness Spa will aim to initiate approved refunds within 7 business days, subject to the payment provider's processing times and applicable statutory requirements.

Clients will be notified once a refund has been initiated.

This policy applies to all standard treatments and promotional packages, including the Zidla Amahlanga Specials.

Promotional bookings remain subject to the same cancellation and consumer protection principles.

Where a promotional package is rescheduled, the original promotional price will be honoured for an approved rescheduling of the same treatment, unless the client agrees to a different arrangement.

Clients who are dissatisfied with a treatment are encouraged to notify management promptly.

Complaints will be assessed fairly, taking into account the service delivered and the client's rights under applicable consumer protection legislation.

Depending on the circumstances, appropriate remedies may include a corrective treatment, partial refund or full refund.

This policy does not limit any statutory rights relating to services that were not provided with reasonable care and skill.

Clients may contact Grace Aesthetics Wellness Spa using the following details:

• Telephone: +27 35 796 1312
• WhatsApp: +27 79 040 7648
• Email: info@gracespa.co.za
• Address: 16 Mack Road, Empangeni 3880
• Website: www.gracespa.co.za

Please provide your booking reference, appointment date and treatment details when requesting a cancellation or rescheduling.

Clients must be given an opportunity to review this policy before completing payment.

By confirming a booking, clients acknowledge that they have been informed of the applicable booking, cancellation and refund terms.

Nothing in this policy excludes or restricts rights provided under South African consumer protection legislation.

Grace Aesthetics Wellness Spa reserves the right to update this policy, provided changes do not retrospectively remove rights already acquired by clients.