To ensure the highest quality service and the comfort of all clients, we ask that all guests understand and adhere to our guidelines outlined below. By booking and appointment or using MISS FOX facilities or services you agree to comply with these policies.

APPOINTMENT RESERVATIONS
To secure any appointment at MISS FOX or at any of our specialist departments, you must provide a valid credit card number, a valid gift card number or a 50% holding deposit at the time of reservation. Without this, your appointment is not confirmed and you may lose your appointment. If you wish to pay your holding deposit via direct deposit or cheque, a $10 administrative surcharge will apply and your appointment is not secured until funds are cleared in our account.

CHOOSING TREATMENTS
Our Management team will be happy to assist to ensure you choose treatments specifically suited to your special needs. All our treatments are modular and can be combined.

CONFIRMATIONS
For your convenience, a reminder of your reserved appointment will be attempted via a phone call, voicemail or text message 24-72 hours prior to your scheduled appointment time.

PAYMENTS
Payment in full is required before, or on the day of your appointment. Any prepaid holding deposits will be applied towards the final treatment cost. We accept cash, Visa, MasterCard, American Express, direct deposit (Westpac Acct Name: Miss Fox Melbourne Pty Ltd,
BSB 033002, ACC 384651 - please leave your name as the reference) and cheque (made out to MISS FOX). A $10 surcharge applies to cover the administration for tracking direct deposits and cheques, and each must be cleared in our account at least 24 hours prior to your scheduled appointment.

Please note that we are unable to provide treatments or products on a 'house' or 'charge' account basis, so please make the appropriate arrangements in advance. In some cases, your bank may impose a daily transaction limit for EFTPOS (usually a maximum spend of $1000 per day), so you should be prepared to use cash or a credit card for larger purchases. Should you be unable to pay any funds owing on the day, a statement of your intent to pay, and a copy of your credit card and photo ID may be taken for security.

ARRIVAL
For all treatments, please arrive 10 minutes prior to your scheduled appointment time to provide yourself adequate time to complete any forms, relax, and be ready for your MISS FOX experience. Arriving late will unfortunately limit the time allocated for your treatment, it will lessen the effectiveness and most importantly your pleasure and enjoyment. As a courtesy to all our clients all treatments are completed as scheduled so that the next guest will not be delayed. You will be charged the full scheduled treatment fee.

PRE-TREATMENT PREPARATION
Please arrive at your appointment with clean skin. We will provide refresher towels for you to use to freshen up with in private prior to your treatment. Your therapist will use warm towels to cleanse your hands, feet and body before any massage and spa body treatments. Shaving is not recommended prior to any body exfoliation or hair removal service. However, we recommend that men shave the morning of their scheduled facial.

TREATMENT CONSULTATION
To ensure we meet your personal wellness needs and deliver all services to their fullest, all treatments include pre-treatment consultation and post-treatment ‘recovery’ time in addition to the treatment length promoted. For example, a 60 minute massage will be booked in a 75 minute timeslot.

COMFORT
This is your time, and you should delight in the experience to the fullest. Whether it’s the room temperature, the amount of massage pressure, room fragrance, conversation level or the volume of the music, please notify us of any discomforts or preferences.

PERSONAL BELONGINGS
Please leave jewellery and valuables at home where possible. We can provide a small ribbon tie pouch for you to safely keep your jewellery in your handbag during treatment. Your handbag and personal belongings will be with you in your treatment room at all times.

CLOTHING
Maintaining your sense of dignity and comfort is of the utmost importance to us and our fully qualified therapists are trained to respect your comfort and privacy. During all treatments, the body is fully draped, except for the area being worked on. Your therapist will advise what should be worn during your treatment. Disposable undergarments are provided, or feel free to bring and wear your own underwear or bathing suit.

MOBILE ETIQUETTE
The use of mobiles, pagers and laptops is permitted in the Level 1 grooming lounge, however for the comfort and consideration of other guests please keep phone conversations to a minimum and at a low volume. The spa waiting and treatment rooms on Level 2 are quiet spaces. We ask that you please turn off all mobiles and pagers for all spa and wellness treatments in these areas.

THERAPIST REQUESTS
We will always try our best to accommodate your preferences for specific therapists, or male or female therapists, however in order to provide you the widest range of appointment availability, we regret that this may not always be possible. Please keep in mind that our therapists are professionally and extensively trained in all treatments and are well-trained in draping techniques to provide you with the utmost comfort during your visit. Should you be dissatisfied with the service of any of our therapists, or for personal reasons would like to request not to have a particular therapist, please speak to a member of our management team.

SPECIAL REQUESTS
Should you have any special preferences or requirement such as product or ingredient, special dietary considerations, etc, please inform our Reception when making your booking.

GRATUITIES
Gratuities or tips are not included in the services and are completely up to the guest’s discretion. Please inform our reception if you wish to leave any gratuity.

CANCELLATIONS
You must advise us if you are unable to attend an appointment via:

Phone call to 1300 64 77 36 (voicemails are also acceptable)
SMS text to 0488 74 74 62 (virtual text to email, do not call)
Email to enquiries@missfox.com.au

If you must cancel or reschedule an appointment, please inform us at least 24 hours in advance to avoid any fees*. As you may appreciate, these fees compensate us for the loss of any other bookings for the room, equipment and therapist(s) and we thank you for your understanding in this matter.

If less than 24 hours notice is given, you will be charged 50% of the cost of the treatment(s) booked. Non arrivals will be charged 100% of the cost of the treatment(s) booked. If you have not provided a holding deposit, credit card or gift card you will be charged the cancellation fee at the time of your next appointment.

If you cancel your appointment with more that 24 hours notice and have provided a holding deposit in the form of a cash or EFTPOS payment, these monies will be returned on request via a cheque to sent your nominated address. Card payments will be returned on request to the same card originally used. In all other cases, a credit will be placed on your MISS FOX account for future use.

*Group bookings (2 or more persons) require 72 hours cancellation notice. Corporate and event bookings require 5 business days notice.

CREDIT CARD SECURITY
The security of your credit card details is extremely important to us. All credit card numbers taken over the phone are entered directly into our secure database. If you wish to authorise your card for all future purchases and bookings at MISS FOX, you may complete a form at reception to allow us to do this.

GIFT CARDS
Gift Cards are redeemable on most products and services at MISS FOX and are valid for 12 months from the date of issue. Gift Card numbers should be quoted at the time of booking your appointment and presented on arrival for your scheduled appointment. Should you provide less than 24 hours notice to cancel or reschedule an appointment booked using a gift card, 50% of the cost of the treatment(s) booked will be deduced from the card balance. If you fail to arrive at all for your appointment without any notice, 100% of the cost of the treatment will be deducted from the card balance. Gift cards cannot be exchanged for cash or used to purchase gift cards. Miss Fox disclaims responsibility for any lost of stolen cards so please keep your card safe. Some third party services are not eligible for Gift Card redemption, please enquire at Reception.

HEALTH
Prior to any treatment, please use our consultation forms to disclose to MISS FOX your medical history, including any medical conditions, pre-existing injuries, infectious diseases, skin conditions, allergies, and pregnancy. If your health conditions have changed since first completing the forms, please advise us as soon as possible and prior to your next treatment to allow us to make the necessary adjustments. If at any time during your services you experience discomfort, please alert your therapist immediately.

PREGNANCY
Whilst there are a few services that should be avoided during pregnancy, there are many beneficial treatments that can be enjoyed, which we have included on our BABY FOX Pregnancy Menu. Please notify our reception if you are pregnant when you make your appointments in order to discuss treatment options and contraindications for your stage of pregnancy.

MEDICAL CONDITIONS
MISS FOX is not a medical centre and therefore we will not offer advice regarding the suitability or appropriateness of any of our treatments for any medical condition. Any information provided by MISS FOX, including by its employees or agents, cannot be construed as a substitute for professional medical advice. MISS FOX can refuse you treatment if we deem that any of your medical conditions may cause harm to you, our staff or other clients. You release MISS FOX, its employees, agents and third party providers, from all responsibility and liability for any death, injury, loss, delay, inconvenience or damage caused by the treatment, even if you provide MISS FOX with a 'medical clearance' from a medical practitioner allowing the treatment, or if you misrepresent or fail to disclose to MISS FOX your medical conditions or changes to your medical history prior to any treatment.

AGE REQUIREMENTS AND CHILDREN
Miss Fox is a licensed premises serving alcohol, and therefore the minimum age requirement to visit Miss Fox unaccompanied is 18 years of age. Minors 16 years and over may be accommodated ONLY if accompanied by an adult. Please note that for the comfort of other guests and for safety, we are absolutely unable to accommodate babies and any children under 16 and do not provide any child care facilities. Please visit http://www.echildcare.com.au/region/melbourne-city/ for an array of city and inner city crèche services (appointments generally required). Unfortunately, if you arrive with children under 16 years of age, your appointment will be cancelled and the full treatment(s) cost will apply.

ANIMALS
We do love pets, but health regulations do not permit animals to be brought into the MISS FOX premises.

SPECIAL ORDERS
We pride ourselves on maintain sufficient stock levels of our most popular products to meet your needs. If you wish to order in a special item, we will take prepayment for the item and you my collect it at your next appointment, or we will post it out to you for a flat fee of $10 Australia wide.

RETURNS
MISS FOX reserves the right to assess the condition and age of returned goods prior to offering a repair, exchange or refund. Please note that your MISS FOX receipt or other adequate proof of purchase is required.

For health and safety we are unable to offer ‘Change of Mind’ returns on cosmetics, makeup, vitamins, hair accessories, body accessories or food items. If you have changed your mind about another purchase, we will provide an exchange voucher or refund provided that you return the item within 28 days of purchase, you produce your original MISS FOX receipt at the time you return the item, and the item is in resellable condition including that it is in its original packaging, including instruction manuals and all accessories, it is unworn, unopened, unused, and in its original condition. Refunds will be issued using your original form of payment. Refunds are not available on Gift Card purchases.

MISS FOX will accept product returns and provide an exchange voucher, refund or repair where the product is faulty or is not of merchantable quality, or the product is not fit for its intended purpose, or the product does not match the sample or description; and you can present your MISS FOX receipt or other adequate proof of purchase.

COMPLAINTS AND COMPLIMENTS
We are passionate about achieving the kind of service we like to receive ourselves as customers. That’s why we value your input and feel extremely grateful when you’ve taken the time to share your views. If you have had a great experience let us know and we will pass this onto our staff. If you haven’t had a great experience please let us know too so that we can ensure we are improving and continuing to do things better. Your comments on the Miss Fox experience will be discussed with our management team as we continue to develop and improve our products and services.

There are several ways in which you can give us your feedback:

• Telephone us on 1300 64 77 36 and press option 3 to speak to, or leave a message for a callback from our management team.
• In person by asking to speak directly with the Manager or Supervisor
• By letter to: The Manager, Miss Fox Melbourne, Level 1, 285 Little Collins Street, Melbourne VIC 3000
• By email to management@missfox.com.au

PRIVACY
Our Privacy and Security Notice explains how we handle the personal information that we may collect from you. Please request a copy by emailing management@missfox.com.au.