Terms & Conditions

Booking and Cancellation

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.

Referral Program

1. Program Overview

• Referrers receive $15 credit for every new client they refer to Urban Sanctuary.
• Referred clients receive 25% off their first booking on any full-priced individual service.
• Referrals must book and complete their service to qualify.

2. Eligibility

• Referred clients must be new to Urban Sanctuary (no prior bookings under their name, email, or phone number).

3. Referral Tracking

• Each Referrer will be provided with a unique referral code to share with their network.
• Referred clients must use the referral link or enter the referral code at online checkout or quote it at reception at the time of booking.
• Referral codes must be used at the time of first booking. We cannot apply discounts or credits retroactively.

4. Rewards

• For each eligible referral, the Referrer will receive a $15 credit towards Urban Sanctuary services.
• Credits are:
• Issued immediately once the referred client completes their first service.
• Valid for 60 days from the date of issue.
• Non-transferable and have no cash value.
• Cannot be used to purchase products or gift cards.
• Any unused credits will expire at the end of their validity period.

5. Discount Conditions

• The 25% off referral discount applies only to first-time bookings on full-priced individual services.
• This discount:
• Cannot be used on products, gift cards, or service packages.
• Cannot be combined with any other offer, promotion, or discount.

6. Fair Use & Program Integrity

• Urban Sanctuary reserves the right to:
• Verify the authenticity of referrals.
• Disqualify any referrals suspected of misuse or manipulation.
• Terminate any Referrer’s participation in the program for breaches of these terms.

7. Modifications & Termination

• Urban Sanctuary may update or terminate the Referral Program at any time.
• Changes will be communicated via email or published on our website.
• Any credits accrued prior to termination will remain valid for their standard expiry period.

Returns & Refunds for Skincare Products

Eligibility for Return

Unopened and unused skincare products can be returned within 7 days of purchase.

If a product is defective, damaged, or not as described, it is eligible for return or exchange if reported within 7 days of purchase.



Opened products are generally non-returnable due to health and hygiene reasons unless they are defective or cause an adverse reaction.

Conditions for Refund or Exchange

If you experience an allergic reaction, discontinue use and contact our customer service team within 7 days with proof of purchase and photographic evidence. We will assess your case for a potential refund or exchange.

Should you find yourself dissatisfied with your purchase for any reason, please inform us, and we will make every effort to identify the optimal solution for you. It’s important to note that no refund will be granted for changes of mind. In certain circumstances you may be able to swap the product or opt for store credit.



Refunds will only be issued to the original payment method.