Cancellation & Rescheduling
We understand that life with children can be unpredictable.
If you need to cancel or reschedule your appointment, please let us know at least 24 hours in advance so we can offer your spot to another guest.
– Changes made with more than 24 hours’ notice: no fee
– Cancellations or changes within 24 hours: 50% of the service fee
– Missed appointments (“no-shows”): 100% of the service fee
If you or your baby become ill, please contact us as soon as possible. We will always do our best to accommodate genuine emergencies or health-related situations.
Your time is valuable — and so is ours. These policies help us maintain availability and the quality of care each mother deserves.
Arrivals
To make the most of your experience, we recommend arriving a few minutes before your scheduled appointment. This gives you time to settle in, use the restroom if needed, and begin your treatment feeling calm and unhurried.
Each service is scheduled to allow the full hands-on treatment time listed.
If you arrive late, we will do our best to accommodate you, but the treatment may need to be shortened to respect the next guest’s appointment. The full service fee will still apply.
If you’re running late, please call or message us — we will always try to adjust when possible.
Every minute at Mothermoon is treatment time, and we want you to receive the full experience you booked.
Refunds & Exchanges
All treatments at Mothermoon are delivered with the highest standard of care.
Because each service is personalised and time-based, we do not offer refunds on completed treatments.
If the outcome of a service does not meet your expectations, please let us know before you leave your appointment. We will always take the time to listen, make adjustments, and ensure you feel cared for.
Gift Cards and treatment packages are non-refundable and cannot be exchanged for cash.
Retail products may be exchanged within 14 days if unopened, unused, and in their original condition.
Refunds or credits are not offered for change of mind, but may be considered at our discretion in exceptional circumstances.
Our goal is to make things right in a way that is fair and aligned with our values of care and respect.
Pregnancy, Postpartum & Health
Mothermoon was created to offer safe, effective treatments throughout pregnancy, postpartum, and beyond.
Each service is designed with maternal physiology in mind, using techniques, positioning, and products that are non-toxic and suitable for this unique time.
To ensure your comfort and safety, please inform your therapist or esthetician of:
– Your pregnancy or postpartum stage (including recent birth or surgery)
– Any medical conditions, allergies, or medications
– Any recent procedures or areas of sensitivity
We may adjust techniques, products, or treatment duration as needed to prioritise your wellbeing.
If you’re unsure whether a treatment is appropriate, we are happy to guide you. For certain services (such as LED therapy), we recommend consulting your healthcare provider before beginning.
Our goal is always to create a space where care feels both luxurious and safe, grounded in expertise and respect for your changing body.
Children & Babies
Mothermoon was designed to welcome mothers exactly as they are — babies included.
Many of our treatments can be performed while babywearing or with your baby nearby in the room.
To help us create a calm and safe experience:
– Please let us know at booking if you plan to bring your baby or child so we can prepare the appropriate setup (bassinet, playpen, or reading nook).
– You are welcome to bring another adult to wait with your child in the lounge.
– Babies and children must remain under your supervision or that of your accompanying adult at all times.
– For safety reasons, children may not be left unattended in any part of the spa.
– If your child becomes unsettled, you are welcome to pause or take a moment — our team fully understands the realities of motherhood.
Our aim is to make care possible, not complicated — a space where you can relax knowing your children are welcome and thoughtfully accommodated.
Insurance Receipts
Insurance receipts are available for all treatments performed by a licensed massage therapist.
If you wish to receive an insurance receipt, please book your treatment directly with a massage therapist rather than an esthetician.
You can view our team and their specialties on the Team page and select your preferred practitioner when booking.
Facials, body rituals, or massage-style treatments performed by an esthetician do not qualify for insurance reimbursement.
Some experiences — such as Minimoon or Skin to Skin Face — can be performed by either a massage therapist or an esthetician. When booking, simply choose the specialist that aligns with your preference.
All receipts include the therapist’s licence number and the details required by insurers.
Gift Cards
– Can be used toward any treatment, package, or retail purchase
– Never expire
– Non-refundable and not exchangeable for cash
– Cannot be replaced if lost or stolen
– Available in digital or physical format
Packages
– Must be prepaid in full at purchase
– Non-refundable and non-transferable
– All sessions must be used within 12 months of the first appointment
– Late cancellations or missed sessions follow the same policy as individual bookings