frequently asked questions

FAQ’s

Can I Claim With My Private Health Fund?

As members of the Association of Massage Therapists, Healing Cove is able to offer Private Health Fund Rebates on Remedial Therapy Treatments. This includes both Remedial Massage and Sports/Deep Tissue Massage, all other Massages are not claimable.

We will issue you a receipt, sent to your email as a PDF. You can then request a rebate from your health fund. 

(Please Check Your Policy With Your Insurer)

Do you have HiCaps?

No, we don’t have a HiCaps machine, therefore you will need to pay the full fee upfront and claim back through your health fund.

Can I request a specific therapist?

When making your booking request online you will be asked if you have a preferred therapist. If you were happy with your last therapist simply rebook with the same therapist and write a note to not be changed we will ensure to book that in for you.

We understand that you may prefer either a male or female therapist for your treatment. If you wish to have a therapist of a particular gender, please advise at time of booking, as we take bookings for our therapists irrespective of their gender, unless otherwise advised at the time of booking.

How long will my treatment go for?

All our Massage appointments are for 60 minutes.

Depending on the Massage type, the “touch time” will vary.  

You may need to complete some paperwork before your treatment , and some consultation & assessment may take place.  There will also be some preparation time for you to de-robe & then get dressed when finished. If you have not pre-paid when booking, payment will also need to be completed during the 60 minutes.

How do you ensure my privacy?

At Healing Cove we take your privacy seriously.

For the safety of our clients, we maintain records of any health or medical conditions which may indicate that a particular service or treatment should not go ahead (eg allergies, pregnancy, skin conditions) or a particular product should not be used (eg products containing nuts, fish oils etc).

These health records are not used for any other purpose.

Client records are held securely within our office software system and can only be seen by members of the Healing Cove team.

What Do I Need To Do For The Session?

Absolutely nothing, our experienced therapist will bring fresh towels, tables and oils and equipment needed. All we need is enough clear space for our equipment. Depending on the treatment they may need access to a power point or hot water to enhance your experience. All you need to do is just lie down, close your eyes and relax.

Will Fresh Towels Be Provided?

Cleanliness is the upmost importance to us.  Our Towels are Steam Cleaned in a 2 hr cycle which kills 99.9 of germs.  Fresh towels are provided for each appointment.  Many couples are environmentally friendly and choose to use the same towel as their partner, we are happy to oblige just let us know.

Or you can use your own towels if you want, just let your therapist know.

I have a massage table at my house. Will you use that?

If you have a proper massage table at your place (it is not included a bed, a mattress and a yoga mat) please let us know prior to your appointment so our therapists don’t bring their own as well, however some therapists may prefer to still use their own table.

How Can I Book?

To get your desired appointment time with the therapist of your choice it is best to book as soon as you know when you want an appointment.  Bookings online can be made via our booking portal 24hrs a day, alternatively you can text or ring 0407364740 and make an appointment.

How Long is An Appointment Time?

Minimum booking time for a location is 60 mins but this time can be broken up into multiple appointments ranging from 15, 30, 45, 60, 75 and 90 mins.

How Can I Pay?

Our payment options are quite flexible. Appointments can be paid upon booking or on the day via bank deposit, through our online booking system, eftpos and Afterpay.  Cash is also accepted.

When you book online, you can choose to pay via credit card, after pay, laybuy, or you can pay with cash or Visa/MasterCard at the time of your appointment.

 Gift cards are also available for purchase online, so if you’re lucky enough to have received one, you can use this when booking your treatment! 

Please note: We do not keep a cash float, so please have the correct amount when paying cash.

There was an issue with the service, what do I do?

We take your satisfaction seriously. If your appointment doesn’t live up to your expectations, we would love to hear your feedback. Please email us at bookings@healingcove.com.au or phone 0407364740 to discuss the issues you have experienced.

Are Sensual Service Available

No, Healing Cove have highly trained therapist who have spent years perfecting their skills, we only provide the best professionally trained service, no extra services are available.

Can I Choose My Own Music?

You certainly can, we have a subscription to Spotify which we will use during your session.  If you would like a certain type of music to make your experience more enjoyable just let the therapist know at the start of the session.  Remember the session is your time, so if you would like the music changed at any time your therapist will be happy to change the mood to suit.

Do you have a physical location?

Yes. If you prefer a massage in our treatment rooms then you can make an appointment at our Fitzgibbon location.

What if I am running late for my appointment?

Usually this is not a problem as our appointments are in your home however sometimes things happen. Our beauty or massage professional can wait for half of the scheduled appointment time, for example, if you booked a Makeup appointment, the artist can wait up to 30 minutes for you. Please note that the end time of your appointment remains the same and the professional will do as much as they can for you in the allotted time.

What if I can’t book an appointment on my desired time or date?

All appointments are subject to availability. Our peak days of operation include Friday, Saturday and Sunday. It’s best to book in advance, and you can also check back for additional availability, if you’re unable to schedule an appointment for your desired date & time we can add you to a waitlist. 

What if I need to cancel my appointment? Late Notice Policy

If your plans change, we require a minimum 24 hours notice for cancellations, reschedules or booking changes to provide a refund. Refunds take 5-10 days to reach your account. Cancellations that occur less than 24 hours to the booking time will not be issued a refund and will be charged the full amount of the booking price.

A $50 Fee applies if an appointment is rescheduled or cancelled within 24 hours, or in the event of a no-show without notice. 

To reduce the likelihood of cancellations, in addition to your booking confirmation we will send you a reminder Email 2 days prior and an SMS reminder the day prior.

How do we help prevent late notice changes?

Scheduling appointments means that both you and your practitioner are committed to your ongoing health and wellbeing.

In other words, we want to see you and take care of you!

In addition to your initial booking confirmation, we send you a friendly reminder email 48hrs before your session and a SMS the day before to prevent the necessity of late notice changes.

What is the $50 Deposit for?

We require a $50 deposit to confirm: All Initial Consults, Consults 90mins and over, and all Packages.

This deposit is non-refundable in the event of an appointment cancellation or reschedule within 24hours or a no-show without notice.

In the event of a booking change within 24 hours, the retained deposit serves to cover part of the wages and expenses payable to reduce some of the loss incurred by Healing Cove, so we are able to keep doing what we love!

Why do we require a late notice policy?

Healing Cove is a small independent business without the margins of a large enterprise; and we want to continue to offer our unique, personalised services.

Unlike many other massage practices, Remedial Massage Therapists at Healing Cove are employed as valued Health Professionals under the Health Professionals & Support Services Award. Whether your appointment is cancelled or ‘rescheduled’ to a different day; in the event that this happens within 24hours, your practitioner’s wages still need to be paid for their time on that day, despite no longer have a paying client.

What if I am sick?

If you’re feeling sick and need to change your appointment within 24hrs, to avoid the Late Notice Fee, why not consider sending someone else in your place? 

We do understand that sickness does happen, however, if we do not have anyone on waitlist who can take your place in the event of a change within 24hrs, it leaves us at a loss. We really dislike having to charge a late notice but sadly, such fees are required to keep our much-loved practitioners paid and our little business going.

We will go (almost) anywhere and can do (almost) anything!

Our team will go virtually wherever you need us, however if it is outside of our regular area we may charge a fee to cover the cost of our travel. Are you wanting a service that is not listed on our website? Then just ask! Our team has varied international experience and the list of services here is just the tip of the iceberg of what we are qualified and trained to do.

Get in touch to see how we can help.

A Note About Gift Vouchers with Healing Cove.

  • Must be used by the recipient named on voucher
  • Voucher Purchase Price has a 3 year Expiry Date and must be redeemed by the expiry date
  • Code / Number is required at the time of booking
  • Can be redeemed for a service of the same or lesser value, or you can upgrade by paying the difference
  • Cannot be used to purchase gift vouchers or be exchanged for cash, legal tender or products
  • Prices are liable to change: at the time of redemption, if a service price is more than the amount the voucher was purchased for, the recipient is required to pay the difference
  • As per ourLate Notice Policy; Cancellations, rescheduling or amendments to your booking within 24 hours of your appointment will result in a $50 fee
  • Services paid with a Gift Voucher cannot be claimed on Private Health for Rebates. The health funds have advised that they do not pay benefits for services when the services are fully covered by a third party.

By purchasing or redeeming a Gift Voucher you accept these Terms & Conditions

5 Star Reviews

What They Say

"My husband and I were in town for the night, and we decided to book massages. One of the best massages we have ever had. She was able to get into areas that I've never had massaged before and was able to apply enough pressure for my husband. Definitely will rebook when we are in town again.

Simone

"Honestly one of the best massages I’ve ever had. Highly recommend Caitlin and will definitely be booking in with her again.

Kelsey

"The service was prompt and professional, the therapist was friendly and punctual and knew what she was doing! Highly recommend and will definitely be using this service again.

Miranda

"I had a pregnancy massage and it was amazing. My husband had a deep tissue massage afterwards and was really happy too. The therapist was on time, friendly and amazing at her job. I'd highly recommend her 🙂 " 

Michelle

"Absolutely wonderful service thank you so much! Would highly recommend to anyone."

Pavan

"Excellent! Caitlin was prefessional and released all the knots I didn't know I had! Great massage. Highly recommend."

Jess

"One of the best massages I have ever had if I could give more than 5 stars I would! Thank you!"

Anna

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