Booking, Deposit & Cancellation Policy
To ensure fairness to all clients and to protect appointment times reserved exclusively for you, the following policy applies to all bookings.
Deposits
* Certain treatments, packages, group bookings, and appointments exceeding 90 minutes require a deposit to secure the booking.
* Deposits are deducted from the final treatment cost on the day of the appointment.
* A booking is only confirmed once the required deposit has been received.
Rescheduling
* Appointments may be rescheduled without penalty when at least 24 hours’ notice is provided.
* Deposits will be transferred to the new booking date and remain valid for up to 30 days from the original appointment date.
Cancellations
* Cancellations made more than 24 hours before the appointment may qualify for a refund or transfer of the deposit.
* Cancellations made within 24 hours of the appointment may result in the forfeiture of the deposit.
* Failure to arrive for a scheduled appointment (“no-show”) will result in the forfeiture of the full deposit.
Refunds
* Approved refunds requested by the client may be subject to a reasonable administration and transaction fee of 5% of the deposit value or R50 (whichever is greater) to cover banking, card processing, and administrative costs.
* Refunds will be processed using the original payment method where possible and may take 3–10 business days to reflect, depending on the client’s bank.
* Deposits paid by card, EFT, cash, or payment link are subject to the same refund policy.
Late Arrivals
* Clients arriving late may have their treatment time shortened to avoid inconveniencing subsequent bookings.
* The full treatment fee may still be charged where applicable.
Gift Vouchers
* Gift vouchers are non-refundable and may not be exchanged for cash.
* Expired vouchers cannot be redeemed unless otherwise agreed in writing.
Spa Cancellation
* Should Hartleaf Wellness Spa need to cancel or reschedule an appointment due to unforeseen circumstances, clients will be offered either:
* A full refund; or
* A transfer of the deposit to a new appointment date.
Consumer Protection
Hartleaf Wellness Spa reserves the right to charge a reasonable cancellation fee in accordance with the provisions of the South African Consumer Protection Act, taking into account:
* The nature of the booking;
* The length of notice provided;
* The likelihood of filling the appointment slot; and
* Any costs incurred by the spa.
Recommended practical approach for Hartleaf:
* Refund requested more than 24 hours before appointment: refund less R50 administration fee.
* Cancellation within 24 hours: deposit forfeited.
* Reschedule within 24 hours for a genuine emergency (hospitalisation, death in family, etc.): transfer deposit as a goodwill gesture.