POLICIES
Booking & Cancellation Policy
Booking your appointment
Welcome to Urban Sanctuary — we’re looking forward to helping you rejuvenate, recharge, and reconnect.
To make an appointment, simply call our friendly team on (03) 9968 9898 for our Ivanhoe location or (03) 9997 8008 for our Abbotsford location, or click the ‘Book Now’ button on our website and follow the prompts.
Please note: A valid credit or debit card is required at the time of booking to secure your appointment. If you are using the gift card please have this to hand too.
We accept all major credit and debit cards, including American Express.
Cash payments are also welcome.
Arrival Information
If it’s your first visit to Urban Sanctuary, we kindly ask that you arrive 15 minutes early to allow time for parking, locating our facility, and completing your Client Form.
You may also have received an e-waiver form if you booked online. We strongly recommend you complete this prior to your appointment to avoid any delay to your treatment time.
Please note: If this waiver is not completed, you will not be able to proceed with your session.
For all appointments, we recommend arriving at least 10 minutes early so you can unwind and settle in before your treatment begins.
As our appointments are time-based, late arrivals may result in a shorter treatment time, or in some cases, we may not be able to proceed with your treatment if you are more than 5 minutes late. In these instances, the full treatment fee still applies.
To maintain a calm, peaceful spa environment for all guests, we ask that you do not bring young children to your appointment unless they also have a scheduled treatment with us.
Our space includes specialist equipment, and we want to ensure a safe and relaxing experience for everyone.
We kindly ask that you switch off your mobile phone and keep noise to a minimum upon entering the spa.
Cancellations & Rescheduling
We understand that plans can change. If you need to reschedule or cancel your appointment, please provide at least 48 hours’ notice so that we can offer your time slot to another guest.
Changes made under 48 hours before your appointment will incur a 50% cancellation fee.
Changes made within 24 hours or failing to attend your appointment will incur a 100% cancellation fee.
Please note: Packages and Gift Certificates are non-refundable.
If you cannot attend your scheduled appointment, you are welcome to send a friend or family member in your place — we will happily accommodate them.
As a courtesy, we send automated text message reminders of your appointment date and time. However, we recommend adding your booking to your personal calendar, as it is your responsibility to manage your appointment.
If you do not wish to accept our cancellation policy, you are welcome to book on the day you wish to visit. Please note, availability may be limited.