Refund Policy

Money as Energy: Honouring the Exchange

At The Healing Bower, I view money not just as a transaction, but as a form of energetic exchange—a flow of gratitude, commitment, and intention between practitioner and client. When you invest in a healing session, course, or experience, you're not only supporting your own wellbeing, but also honouring the time, presence, and energy that has been lovingly prepared to support your journey.

Just as energy flows best when there is clarity and mutual respect, I believe in transparent and fair policies. This refund policy is offered in the spirit of integrity and care, so you feel held and informed in every step of your experience with me at The Healing Bower.

Refund & Cancellation Policy

At The Healing Bower, every session, workshop, and course is offered with intention, presence, and care. I understand that life can be unpredictable, and I do my best to honour your time while also respecting the energy and preparation involved in each offering.

Your Rights Under Australian Consumer Law

As a consumer, you are entitled to certain guarantees under the Australian Consumer Law. These guarantees ensure that services must be provided with due care and skill, be fit for purpose, and delivered as promised. If a service fails to meet these guarantees, you may be entitled to a refund, reschedule, or other remedy, depending on the circumstances.

Our Policy on Cancellations & Refunds

Appointments (e.g. Reiki, Lomi Lomi Massage, QHHT):

Cancellations or reschedules require at least 24–48 hours’ notice (depending on session type). Late cancellations or no-shows may result in a partial or full fee being charged, as this time has been held specifically for you and there is often a certain amount of preparation for your visit - rooms are heated and prepared, hot towels prepared, and I undertake up to 30 minutes of meditation to ensure I am at my best before you arrive. This is all time I commit to you as a client.
If you need to reschedule, I will always do my best to find a new time that suits you.
Refunds are not typically offered for change-of-mind but may be considered in exceptional circumstances at my discretion.

Workshops & Courses (including online offerings):

Deposits are generally non-refundable, as they secure your place and cover preparation time, venue costs and the purchase of workshop printing and course materials.
If you are unable to attend, you may be able to transfer your booking to another date (if available), or offer your place to a friend or family member.
In the unlikely event that The Healing Bower needs to cancel or postpone an offering, you will be offered a full refund or the option to reschedule.

Compassion & Communication

I know that healing is personal, and I always approach cancellations and refund requests with compassion and understanding. If you're experiencing unexpected hardship or need to discuss your booking, please reach out as soon as possible—I'm here to work with you respectfully.

Complaints and Grievances

The Healing Bower – Tweed Heads South, NSW
www.thehealingbower.com.au

While The Healing Bower has never had a complaint or grievance raised, I believe it is important that every client feels completely safe, respected, and heard. For this reason, I have created this policy to ensure there is a clear and caring process if you ever feel your experience is not 100% aligned with your expectations.

Our Commitment

At The Healing Bower, your comfort, wellbeing, and personal integrity are our highest priority. I am committed to providing a respectful, inclusive, and compassionate environment in all healing sessions, workshops, and client interactions. I welcome feedback—positive or constructive—as a valuable part of my growth and accountability. This Complaints and Grievances Policy outlines how you can raise concerns and how I will address them with care, confidentiality, and fairness.

Scope of This Policy

This policy applies to all services provided by The Healing Bower, including but not limited to:

Lomi Lomi Massage
Reiki Treatments and Courses
Quantum Healing Hypnosis Technique (QHHT) Sessions
Tarot Readings and Spiritual Guidance
Workshops, Online Programs, and Events

Raising a Concern

If you are dissatisfied with any part of your experience—before, during, or after your session—you are encouraged to raise your concern directly so that it can be addressed promptly.

You may submit a complaint in one of the following ways:

Verbally – during or after your session
By email – jodie@thehealingbower.com.au
Via contact form – [Insert link to your website contact page]

Please include:

Your full name
The date of the session or event
A clear description of the issue
Any desired outcome or resolution

How We Handle Complaints

Acknowledgement
You will receive confirmation of your complaint within 2 business days.
Assessment and Resolution
We aim to resolve all issues within 7 business days. If further clarification or information is needed, you may be contacted during this time.
Confidentiality
All complaints are treated with respect and discretion. Your personal information and concerns will not be shared beyond what is necessary for resolution.
Recordkeeping
All formal grievances will be documented for quality assurance and service improvement purposes.

In Cases of Unresolved Disputes

If you remain dissatisfied with the resolution provided, you may request a review or seek guidance through the Australian Health Complaints Commissioner or Fair Trading NSW depending on the nature of the concern.

Zero Tolerance for Discrimination, Harassment, or Misconduct

The Healing Bower upholds a zero-tolerance approach to discrimination, harassment, abuse, or misconduct — whether directed toward clients or practitioners. All massages provided at The Healing Bower are strictly non-sexual therapeutic treatments. Any sexual advances, requests for sexual services, or comments of a sexual nature are strictly prohibited and will not be tolerated.

If such behaviour occurs, the service will be immediately cancelled, either before or during the session, and no refund will be provided. Depending on the seriousness of the behaviour, the matter may also be reported to the appropriate authorities. At The Healing Bower, I am committed to creating a safe, respectful, and nurturing environment for all.

Your Feedback is Important!

Your voice matters. I invite ongoing feedback so that I can continue to evolve in integrity and excellence.

With gratitude for your trust,
Jodie Mehrtens
Founder & Practitioner – The Healing Bower
Tweed Heads South, NSW
www.thehealingbower.com.au
📧 jodie@thehealingbower.com.au | 📱 0416 350 188