Terms of Service

At ZEN we are committed to providing a professional, relaxing, and results-driven experience for every client. The following terms are in place to ensure the smooth running of our clinic and the best possible experience for all. 

Cancellation Policy
We understand that life happens and plans can change. However, last-minute cancellations and missed appointments impact our ability to accommodate other clients.

• We require a minimum of 24 hours’ notice for all appointment changes or cancellations.

• Spa packages require 48 hours’ notice.

• Appointments cancelled within this timeframe, or missed without notice, will incur a 100% charge of the reserved service.

Arrival & Late Policy
To ensure you receive the full benefit of your treatment, we recommend arriving on time.

If you arrive late, your treatment time may be shortened to avoid delaying other clients. Full treatment fees will still apply.

Deposits & Payments
We may require a deposit or full prepayment to secure certain appointments, packages, or high-demand services.

Deposits are non-refundable if cancellation occurs outside of the required notice period.

Refund Policy
All services are non-refundable.

If you are not fully satisfied, please let us know within 48 hours so we can review and offer a suitable resolution where appropriate.

Product purchases may be exchanged if faulty, in accordance with New Zealand consumer law.

Membership Terms
Our memberships are designed to support your skin and wellness journey through consistent care and exclusive benefits.

• A minimum 3-month commitment applies. After this, memberships continue month-to-month.

• Payments are automatic (weekly, fortnightly or monthly) and must be kept up to date.

• 14 days’ written notice is required to cancel after the minimum term.

• Memberships may be paused for up to 4 weeks per year with notice.

• Treatments are non-transferable, not redeemable for cash, and do not roll over.

• Standard cancellation policies apply. Missed or late-cancelled appointments may result in loss of that treatment.

• Benefits are available only while your membership is active and may change with notice.

• Memberships may be suspended or cancelled if payments are missed or terms are not followed.

Health & Contraindications
Your safety is our priority.

Please inform your therapist prior to your appointment if you:

• Are pregnant

• Have any medical conditions

• Are taking medications

• Have had recent procedures or skin treatments

Some advanced treatments may not be suitable for all clients. A consultation may be required before proceeding.

Spa Etiquette
ZEN Medispa & Wellness is designed to be a calm, relaxing environment for all clients.

We kindly ask that you:

• Respect the quiet atmosphere

• Arrive on time

• Treat staff and other clients with courtesy

Mobile Phones
To help you fully relax and to maintain a peaceful space for others, we ask that mobile phones are turned off or on silent during your visit.

Children
We love little ones, however our space is designed as a place of relaxation.

For this reason, we kindly ask that you do not bring children to your appointment unless they are receiving a booked treatment.

Parking
Ample parking is available on-site for your convenience.

Gift Vouchers
Gift vouchers are available as a dollar value and can be used toward any treatments or products in clinic. Vouchers are valid for 3 years as per NZ law, however we recommend using them within 12 months. Vouchers are non-refundable, not redeemable for cash, and must be presented at time of redemption.

Liability & Treatment Reactions
At ZEN Medi Spa & Wellness, all treatments are performed with care, professionalism, and in accordance with best practice standards. All therapists are qualified professionals and operate under the clinic’s professional and public liability insurance. All treatments are performed within the scope of their training, qualifications, and clinic protocols.

Beauty therapy and massage treatments are designed to support skin health, wellbeing, and appearance, and do not replace medical advice, diagnosis, or treatment from a doctor or other qualified healthcare professional.

All treatment plans, recommendations, and product advice are based on professional assessment at the time of consultation and are provided in good faith. Results may vary between individuals.

Individual responses to treatments, products, and procedures may vary. Clients are responsible for disclosing any relevant medical history, allergies, sensitivities, or changes in health prior to treatment.

ZEN Medi Spa & Wellness cannot be held liable for adverse reactions where full and accurate information has not been provided, or where recommended aftercare instructions have not been followed.

If you experience any unexpected reaction following a treatment or product, please contact us promptly so we can review and support you appropriately.