Using our services

1. Acceptance of Terms

These Terms and Conditions ("Terms") govern your use of the Auranest Sanctuary website and your bookings for our head spa services. By booking a treatment, purchasing a gift card, or using our website, you agree to be bound by these Terms.

Auranest Sanctuary is operated from Hamilton, New Zealand. All services are governed by New Zealand law.

Please read these Terms carefully. If you do not agree with any part, please do not use our services.

2. Bookings & Payments

Making a booking

All appointments must be booked in advance through our online booking system or via direct contact with us. We are a by-appointment-only sanctuary and do not accept walk-ins.

A booking is only confirmed once you receive a booking confirmation email. We reserve the right to decline or cancel bookings at our discretion.

Deposits

A deposit is required at the time of booking to secure your appointment. The deposit amount will be displayed during checkout and deducted from the total treatment cost on the day of your visit. Deposits are non-refundable in the circumstances described in our Cancellation Policy below.

Pricing

All prices are listed in New Zealand Dollars (NZD) and are inclusive of GST where applicable. Prices are subject to change without notice. The price applicable to your booking is the price shown at the time of confirmation.

Payment methods

We accept major credit and debit cards for online deposits and gift card purchases. Payment for the remaining balance is collected on the day of your appointment. We do not accept cash. Gift cards are redeemable in person at the time of your appointment.

3. Cancellation & Rescheduling Policy

Cancelling your appointment

• More than 48 hours' notice: Your deposit will be refunded in full, or transferred to a new booking at no charge.
• Less than 48 hours' notice: Your deposit will be forfeited. We will not be able to offer a refund or transfer for late cancellations.
• No-show (failure to attend without notice): The full treatment cost may be charged.

Rescheduling

Rescheduling is welcome with at least 48 hours' notice. Please contact us to arrange a new time. Rescheduling with less than 48 hours' notice may result in forfeiture of your deposit.

Running late

Please make every effort to arrive on time. If you arrive more than 15 minutes late, we may need to shorten your treatment to avoid impacting subsequent appointments. You will still be charged the full treatment price.

Exceptional circumstances

We understand that illness and emergencies happen. If you need to cancel on short notice due to illness, a family emergency, or other exceptional circumstances, please contact us as soon as possible. We will do our best to find a fair solution, though we cannot guarantee a full refund or transfer in all cases.

Auranest cancellation

In the rare event that we need to cancel your appointment, we will give you as much notice as possible and will offer a full refund of your deposit or a rescheduled appointment at no charge.

4. Health, Safety & Eligibility

Your safety and wellbeing are our highest priority. By booking a treatment, you confirm that you have reviewed our eligibility guidelines and that you have disclosed any relevant health conditions, scalp conditions, allergies, or recent treatments that may affect your suitability for a head spa treatment.

Your responsibility to disclose

You must inform us before or at the start of your appointment if you have any of the following:

• Active scalp wounds, infections, or inflammation.
• Recent chemical hair treatments (colour, relaxers, perms) within the past 2 weeks.
• Skin conditions such as psoriasis, eczema, or dermatitis on the scalp.
• Known allergies to ingredients in our products.
• Pregnancy (especially in the first trimester — please discuss with us first).
• Recent surgery to the head, neck, or upper spine.
• Any medical condition that may be affected by heat, pressure, or scalp massage.

Failure to disclose relevant health information may result in your treatment being modified or refused, and we cannot be held liable for any adverse outcomes in such cases.

Right to refuse service

We reserve the right to refuse or discontinue a treatment if we believe it is not in your best interest, or if you display behaviour that is disrespectful, threatening, or unsafe toward our team.

Age policy

Our treatments are primarily designed for adults (18 years and over). Clients aged 16–17 are welcome with written parental or guardian consent. Please contact us in advance to arrange this.

5. Gift Cards

• Gift cards are valid for 12 months from the date of purchase. Expired gift cards cannot be redeemed or extended.
• Gift cards are redeemable toward any treatment or service we offer. They cannot be exchanged for cash.
• Gift cards are non-transferable and non-refundable once purchased.
• If the treatment cost exceeds the gift card value, the recipient must pay the difference at the time of their appointment.
• We are not responsible for lost, stolen, or damaged gift cards. Please treat them like cash.
• Gift cards can only be used at Auranest Sanctuary and cannot be applied to products or third-party services.

6. Website Use

Our website is provided for informational purposes and to facilitate bookings and enquiries. You agree to use it only for lawful purposes and in a manner that does not infringe the rights of others.

All content on this website — including text, images, logos, and design — is the property of Auranest Sanctuary and is protected by copyright. You may not reproduce, distribute, or use any content without our prior written permission.

While we make every effort to ensure the accuracy of information on our website, we do not warrant that all content is complete, current, or error-free. Treatment descriptions, pricing, and availability may change without notice.

Links to third-party websites are provided for convenience only. We have no control over and accept no responsibility for the content or practices of external sites.

7. Limitation of Liability

To the fullest extent permitted by New Zealand law, Auranest Sanctuary will not be liable for:

• Any indirect, special, or consequential loss arising from the use of our services or website.
• Allergic reactions or adverse effects resulting from failure to disclose known allergies or health conditions.
• Loss or damage to personal belongings brought to the sanctuary.
• Any interruption to or unavailability of our website or online booking system.

Nothing in these Terms limits or excludes any rights you may have under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If you are a consumer under New Zealand law, these statutory rights apply and cannot be waived.

Our total liability to you in connection with any service will not exceed the amount you paid for that service.

8. Changes to These Terms

We may update these Terms from time to time to reflect changes in our services, legal requirements, or business practices. The "Last updated" date at the top of this page will reflect the most recent revision.

Your continued use of our website or services after changes are published constitutes acceptance of the updated Terms. We recommend reviewing this page periodically.

9. Contact Us

If you have any questions about these Terms, or if you wish to raise a concern, please contact us:

These Terms are governed by the laws of New Zealand. Any disputes will be subject to the exclusive jurisdiction of the New Zealand courts.