Booking & Payment Policy

All appointments must be secured with a valid bank card at the time of booking.

- 72 hours before your appointment:
You will receive an appointment reminder by text message. Please use this opportunity to let us know if you need to make any changes to your booking.


- 48 hours before your appointment:
A 50% deposit will automatically be charged to the card used to secure your booking. This deposit is non-refundable.


- Changes within 24 hours:
If you cancel, reschedule, do not attend, or reduce the value or duration of your booking within 24 hours of your appointment, the remaining 50% of the original booking value will be charged to your card.

We understand that unexpected circumstances can occur. At our discretion, we may waive the remaining 50% charge when:
1. Your appointment is rescheduled to a time within five calendar days of the original appointment; and
2. We are able to fill your original appointment time with another client.
When both conditions are met, your existing 50% deposit will be transferred to your rescheduled appointment.
If we are unable to fill your original appointment time, the remaining balance may be charged, even if you have rescheduled.

Any exception is considered individually and is not guaranteed. By making a booking, you acknowledge and agree to this Booking & Payment Policy.

Thank you for your understanding and for helping us respect the time of our team and other clients.

TERMS & CONDITIONS

These Terms and Conditions explain the responsibilities of Luxe Whitsundays and our clients when using our website, booking a service, purchasing a product, gift card or package, or participating in one of our beauty, wellness or relaxation experiences.

Our aim is to make every interaction with Luxe clear, respectful and straightforward.

If you have any questions regarding these Terms and Conditions, please contact us on 0490 539 373 or email info@luxewhitsundays.com.

These Terms and Conditions apply to:

• Appointments and services provided by Luxe Whitsundays
• Online and in-studio bookings
• Beauty, spa, relaxation and wellness experiences
• Workshops, group sessions and special events
• Gift cards, packages, memberships and prepaid balances
• Products purchased through Luxe
• Your use of the Luxe Whitsundays website

By accessing our website, making a booking or purchasing from Luxe, you acknowledge that you have read, understood and agreed to these Terms and Conditions.

Luxe Whitsundays may update these Terms and Conditions when required. The version published on our website at the time of your booking or purchase will apply.

Our cancellation and rescheduling requirements are provided separately under our Treatment Booking Policy.

HEALTH AND TREATMENT INFORMATION

Clients are responsible for providing complete and accurate information about any relevant medical conditions, medications, allergies, injuries, pregnancy, sensitivities or other circumstances that may affect their treatment or participation.

Please notify Luxe of any changes before each appointment. Luxe may modify, postpone or decline a treatment where reasonably necessary to protect the safety and wellbeing of the client or practitioner.

Our beauty, relaxation and wellness services are intended to support personal care and general wellbeing. They are not a substitute for medical diagnosis, treatment or advice from a qualified healthcare professional.

Individual experiences and results may vary, and specific outcomes cannot be guaranteed.

PROMOTIONS AND COMPETITIONS

Promotions, special offers, giveaways and competitions may be subject to additional conditions. Any additional conditions published with a promotion or competition form part of these Terms and Conditions.

Promotional offers cannot be exchanged for cash and cannot be used with another offer unless otherwise stated.

LINKS TO OTHER WEBSITES

Our website may contain links to websites operated by third parties. These links are provided for convenience and general information only.

Luxe Whitsundays does not control third-party websites and is not responsible for their content, availability, privacy practices, security, products or services. Accessing an external website is at your own discretion and is subject to that website’s terms and policies.

WEBSITE SECURITY AND VIRUSES

Luxe Whitsundays takes reasonable care to maintain the security and functionality of its website. However, we cannot guarantee that the website or any linked website will always be free from viruses, harmful code, interruptions or technical errors.

You are responsible for using appropriate security precautions when accessing websites or downloading content.

COPYRIGHT AND INTELLECTUAL PROPERTY

Unless otherwise stated, the content on the Luxe Whitsundays website—including text, branding, graphics, photographs, videos, service descriptions and other materials—is owned by or licensed to Luxe Whitsundays and is protected by applicable intellectual property laws.

Website content may be viewed and used for personal, non-commercial purposes. It must not be copied, reproduced, modified, republished, distributed or used commercially without prior written permission from Luxe Whitsundays.

Third-party trademarks, images and product information remain the property of their respective owners.

WEBSITE AND GENERAL INFORMATION DISCLAIMER

Luxe Whitsundays takes reasonable care to ensure the information published on its website is accurate and current. However, service information, availability, pricing and other details may occasionally change or contain an error.

To the extent permitted by law, Luxe Whitsundays is not responsible for loss arising from reliance on general website content or information provided by an unrelated third party.

Nothing in these Terms and Conditions excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

Prices for services, treatments, workshops, packages, gift cards and retail products displayed on the Luxe Whitsundays website are current at the time of publication and are shown in Australian dollars.

Any applicable postage, delivery, processing or additional charges will be displayed or communicated before the purchase is confirmed.

Prices and charges may change without notice; however, changes will apply to future bookings or purchases and will not affect an appointment or order already confirmed at an agreed price unless otherwise agreed.

We take reasonable care to ensure that product descriptions, service information, availability and pricing are accurate and current. If an error is identified, Luxe Whitsundays reserves the right to correct it. We will contact you if the error affects an existing booking or purchase and provide the available options before proceeding.

In some circumstances, Luxe Whitsundays may need to decline, postpone or cancel a booking, service, workshop, package or retail order. This may occur due to practitioner illness, equipment issues, safety concerns, stock unavailability, supplier delays, incorrect pricing or information, circumstances beyond our reasonable control, or where providing a service would be inappropriate or unsafe.

If Luxe cancels a service or event you have already paid for, you will be offered the choice of rescheduling, receiving a credit or receiving a refund of the affected payment, as appropriate and in accordance with Australian Consumer Law.

If a retail product becomes unavailable after your order has been placed, we will contact you and offer an appropriate alternative, store credit or a refund for the unavailable item. We will not substitute a product without your agreement.

Client appointment cancellations and rescheduling are managed separately under our Treatment Booking Policy.

If you need to cancel or amend a retail order, please contact us as soon as possible by emailing info@luxewhitsundays.com. We will confirm whether the order can still be changed or cancelled.

Orders that have already been processed, dispatched or collected may be unable to be cancelled and will instead be managed under our Returns and Exchanges Policy and your rights under Australian Consumer Law.

IN-STUDIO PICKUP

We offer free local pickup from Luxe Whitsundays at 39a Williams Street, Bowen QLD 4805.

You will receive an email when your order is ready for collection. Please wait until you have received this confirmation before coming to collect your order.

Orders must be collected during our available opening hours or at an arranged collection time.

SHIPPING

Retail orders are shipped through Australia Post. Shipping costs, where applicable, will be displayed at checkout before your purchase is confirmed.

We aim to process and dispatch orders as promptly as possible. Please note:

• Orders are processed during our usual business days, Monday to Friday.
• Orders placed on weekends or public holidays will be processed from the next business day.
• During busy periods, additional processing time may be required.
• You will receive a dispatch confirmation email containing your tracking number once your parcel has been packed and sent.
• Tracking information may take between 12 and 24 hours to become active after the parcel is first scanned by Australia Post.
• As we are a regional Queensland business, delivery will generally take three or more business days after dispatch, depending on the destination.
• Any delivery timeframes provided are estimates only and may vary due to location, public holidays, severe weather, Australia Post delays or other circumstances outside our reasonable control.

DELIVERY

Please use your tracking information to monitor the delivery of your parcel.

If your tracking shows that your parcel has been delivered but you cannot locate it, please check around the delivery location and with other members of your household before contacting Luxe Whitsundays.

If a parcel is lost or damaged while in transit, please contact us as soon as possible so we can investigate the matter with Australia Post and arrange an appropriate resolution.

Luxe Whitsundays is not responsible for loss or damage occurring after a parcel has been delivered to the address or delivery location provided with the order, except where required under Australian Consumer Law.

INCORRECT DELIVERY ADDRESS

It is your responsibility to provide complete and accurate delivery details when placing an order.

If you notice an error, please contact us as soon as possible at info@luxewhitsundays.com. We will make reasonable efforts to update the address if the order has not already been processed or dispatched.

If an incorrect or incomplete address results in the parcel being returned to Luxe Whitsundays, you may be required to pay an additional postage fee before the order can be resent.

If an order is delivered to an incorrect address supplied by the customer and cannot be recovered, Luxe Whitsundays may be unable to provide a replacement or refund, except where required under Australian Consumer Law.

DELAYED OR LATE DELIVERY

Delivery estimates are provided as a guide and cannot be guaranteed. Delays caused by Australia Post, public holidays, severe weather, regional delivery conditions or other circumstances outside our reasonable control may occasionally occur.

A delay does not automatically entitle an order to be cancelled after it has been dispatched. However, if your parcel is significantly delayed or appears to be lost, please contact us so we can investigate and provide an appropriate resolution in accordance with Australian Consumer Law.

RETURNS AND REFUNDS

Luxe Whitsundays sells a selection of beauty, skincare, personal-care and wellness products. Please select your products carefully, as we do not offer returns, exchanges, refunds or store credits for change of mind or incorrect selection.

For health, hygiene and safety reasons, some products cannot be returned once they have left the studio unless they are faulty, damaged, unsafe, incorrectly described or incorrectly supplied.

This includes, but is not limited to:

• Beauty and skincare products
• Cosmetics and personal-care products
• Supplements and wellness products
• Products with a hygiene seal
• Opened, used or unsealed products
• Gift cards
• Sale, clearance or final-sale products

These conditions do not exclude or limit any rights available to you under the Australian Consumer Law.

FAULTY, DAMAGED OR INCORRECT PRODUCTS

If a product is faulty, damaged, unsafe, incorrectly described or different from the product you ordered, please contact us as soon as reasonably possible.

Email info@luxewhitsundays.com and include:

• Your name and order number, if applicable
• Proof of purchase
• A description of the issue
• Clear photographs showing the fault, damage or incorrect product

We may need to inspect the product or consult the relevant supplier before confirming the appropriate resolution.

If a product has a major problem, you may be entitled to choose a refund or replacement. If the problem is minor, Luxe Whitsundays may choose to repair or replace the product or provide another appropriate remedy within a reasonable time.

If a replacement is unavailable, we will discuss the available options with you. Approved refunds will generally be returned to the original payment method.

Rights relating to faulty products are not limited to a specific number of days and will be assessed in accordance with the Australian Consumer Law.

IN-STUDIO PURCHASES

Products purchased in person may be returned for assessment at:

Luxe Whitsundays
39a Williams Street
Bowen QLD 4805

Please bring the product and proof of purchase. We recommend contacting us before visiting to arrange a suitable return time.

Products cannot be returned simply because you have changed your mind, made an incorrect selection or no longer want the product.

ONLINE PURCHASES

If an online order arrives faulty, damaged or incorrect, please contact info@luxewhitsundays.com before returning the product. We will provide return instructions and explain the next steps.

Please do not send a product back without contacting us first.

Where a product is confirmed to be faulty, damaged or incorrectly supplied, reasonable return costs will be handled in accordance with Australian Consumer Law.

BUY NOW, PAY LATER PURCHASES

If your purchase was made using Afterpay or another buy-now-pay-later provider, scheduled payments may continue while your claim is being assessed.

Any approved refund will be processed through the original payment provider.

Last updated: 24 August 2026

This Privacy Policy explains how Luxe Whitsundays (“Luxe”, “we”, “us” or “our”) collects, holds, uses and shares your personal information when you visit our website, contact us, book or attend an appointment, participate in a workshop or wellness experience, complete a consultation form, purchase a retail product or interact with our marketing and social media.

We handle personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 and the Australian Privacy Principles where they apply.

PERSONAL INFORMATION WE COLLECT

The personal information we collect will depend on how you interact with Luxe. It may include your name, date of birth, telephone number, email address, billing or delivery address, emergency contact details, appointment history, treatment preferences, purchase information, payment status and communications with us.

We may also retain records relating to services, packages, gift cards, prepaid balances, workshops and retail purchases. If photographs are taken before, during or after a treatment, they will only be used for the purposes explained to you and in accordance with the consent you have provided.

Payment details are generally processed securely by our payment providers. Luxe may receive limited payment information, such as the payment status, card type or last digits of the card, but does not generally receive or store complete card details.

HEALTH AND SENSITIVE INFORMATION

To determine whether a beauty treatment, wellness service or relaxation experience is appropriate and can be provided safely, we may collect information about your health, medical history, medications, allergies, sensitivities, pregnancy, injuries, recent procedures or surgeries, skin conditions, previous reactions and treatment outcomes.

We will only collect health or sensitive information when it is reasonably necessary for our services and with your consent, or where otherwise permitted or required by law.

If you choose not to provide relevant health information, we may be unable to safely provide the requested service. We may need to modify, postpone or decline a treatment where necessary to protect your wellbeing or the safety of the practitioner.

Please notify us if your health information changes so we can keep your client record accurate and provide services safely.

HOW WE COLLECT INFORMATION

We generally collect personal information directly from you. This may occur through our website, online store, booking system, paper or electronic consultation forms, consent forms, telephone calls, emails, SMS messages, social media, in-person conversations or purchases.

In some circumstances, information may be provided by a parent, guardian, emergency contact or authorised representative. We may also receive information from another person where you have consented or where collection is permitted by law.

Where practical and lawful, you may contact us anonymously or use a pseudonym for a general enquiry. However, we will usually require accurate identifying and contact information to manage bookings, payments, retail orders and treatment records.

WEBSITE AND DEVICE INFORMATION

When you visit our website, certain information may be collected automatically. This can include your IP address, browser and device type, general location, time zone, pages or products viewed, referring websites or search terms, and information about how you navigate and interact with our website.

This information may be collected through cookies, log files, pixels, tags, web beacons and analytics tools. Cookies are small files stored on your device that help websites operate and remember certain information.

You can adjust your browser settings to refuse or delete cookies. However, disabling cookies may affect the availability or functionality of some website features.

HOW WE USE YOUR INFORMATION

We use personal information to schedule and manage appointments, provide treatments and wellness services, maintain consultation and consent records, process payments and retail orders, arrange collection or delivery, and send appointment reminders or important service information.

Information may also be used to respond to enquiries, feedback and complaints, manage packages and prepaid balances, improve our services and client experience, maintain our website, prevent fraud, complete accounting and business administration, and meet insurance, legal and regulatory requirements.

With your consent, we may also use your contact information to provide news, promotions or information about our services, workshops, events and retail products.

Treatment photographs will only be used for marketing, education, portfolio or social media purposes where you have provided appropriate consent. Choosing not to consent to promotional photography will not prevent you from receiving a service.

BOOKING, RETAIL AND PAYMENT PROVIDERS

Luxe uses trusted third-party platforms and service providers to support its operations. These may include Shopify for our website and online retail functions, Acuity Scheduling or Squarespace for appointment bookings and client forms, payment and buy-now-pay-later providers, Australia Post, accounting systems, communication platforms, website-hosting providers and security services.

Where enabled, we may also use Google, Meta or similar platforms for website analytics, advertising and performance measurement.

These providers may collect or receive the information reasonably necessary to perform their services. Their handling of personal information is also governed by their own terms and privacy policies.

Luxe does not sell personal or health information.

SHARING YOUR INFORMATION

We may share relevant personal information with employees, practitioners or contractors who require it to provide or administer your service. We may also share information with booking, payment, website, delivery, technology, accounting and communication providers where necessary to operate our business.

Information may be disclosed to professional advisers, insurers, government agencies, regulators, courts or law-enforcement bodies where required or authorised by law. We may also disclose information with your consent or where reasonably necessary to prevent a serious threat to a person’s health or safety.

We limit disclosures to the information reasonably necessary for the relevant purpose.

OVERSEAS DISCLOSURE AND STORAGE

Some of the third-party platforms used by Luxe may store or process information outside Australia. These locations may include the United States, Canada or other countries in which those providers or their service partners operate.

Where required, we take reasonable steps to ensure overseas disclosures are managed consistently with applicable Australian privacy requirements. Overseas recipients may also be subject to the privacy and information-handling laws of the country in which they operate.

MARKETING COMMUNICATIONS

If you have consented to receive marketing, we may contact you by email or SMS with information about Luxe services, beauty and wellness products, workshops, promotions, events and special offers.

You are not required to subscribe to marketing to make a purchase or book an appointment.

You can opt out at any time by using the unsubscribe link in an email, following the instructions contained in an SMS, replying STOP where that option is available, or contacting info@luxewhitsundays.com.

After opting out of marketing, you may still receive essential communications relating to an appointment, purchase, payment, client record, safety matter or service you have requested.

Standard message or data charges imposed by your mobile provider may apply.

TARGETED ADVERTISING AND ANALYTICS

Where enabled, we may use cookies, analytics services and advertising technologies to understand how visitors use our website and to measure or personalise our advertising.

You may be able to manage these preferences through your browser, device, social media account or the privacy settings provided by the relevant advertising service.

Disabling cookies or advertising personalisation will not necessarily prevent you from seeing advertisements, but the advertisements may be less relevant to you.

SECURITY

We take reasonable steps to protect personal and health information from misuse, interference, loss, unauthorised access, modification or disclosure. These measures may include access controls, password protection, secure third-party systems, confidentiality practices and secure storage or disposal processes.

No method of electronic transmission or storage is completely secure. If we become aware of a data breach, we will investigate it and take appropriate action, including notifying affected individuals and relevant authorities where required by law.

DATA RETENTION

We retain personal information for as long as reasonably necessary to provide and administer our services, maintain appropriate client and treatment records, complete purchases, resolve concerns and meet taxation, accounting, insurance and legal requirements.

When information is no longer required and we are not legally required to retain it, we will take reasonable steps to securely destroy or de-identify it.

ACCESSING OR CORRECTING YOUR INFORMATION

You may request access to the personal information we hold about you or ask us to correct information that is inaccurate, outdated, incomplete, irrelevant or misleading.

Requests can be made by emailing info@luxewhitsundays.com. We may need to verify your identity before providing access or making a correction.

We will respond within a reasonable period. In limited circumstances, we may be permitted or required to refuse access. If this occurs, we will explain the reason where it is lawful and reasonable to do so.

PRIVACY QUESTIONS AND COMPLAINTS

If you have a question or concern about how we have handled your personal information, please contact us using the details below:

Luxe Whitsundays
39a Williams Street, Bowen QLD 4805
Email: info@luxewhitsundays.com
Phone: 0490 539 373

Please provide enough information for us to understand and investigate your concern. We will acknowledge and respond to privacy complaints within a reasonable period.

If you are not satisfied with our response, you may be able to contact the Office of the Australian Information Commissioner through www.oaic.gov.au.

CHANGES TO THIS POLICY

We may update this Privacy Policy from time to time to reflect changes to our services, technology, business practices or legal obligations.

The current version will be published on our website with the date it was last updated.